workflow
Gary Sherman
December 21, 2016

workflow

When working with parent-child cases, a common workflow is to close the parent case when all the child cases have been closed.

We can easily automate this workflow using Dovetail tools and applications.

 

Business Rule

Here’s the rule that I want to create:

When the last child case is closed, close the parent case.

In order for this rule to function, I need to know when the last child case is closed.

I can do that by looking at the number of open child cases on the parent case. When this number is equal to zero, I know that all of the children have been closed.

But, out of the box, this number is not an available property.

But I can easily create my own, using the function-based rule property functionality.

 

 

NumberOfOpenChildCasesOnParent Rule Property

Following the


Gary Sherman
December 20, 2016

rule-properties

 

Rule Properties

Rule properties are used in a number of places throughout the Dovetail suite, including:

Business Rule ConditionsBusiness Rule Action MessagesCanned Response VariablesTask Manager PropertiesEmail Log Templates

Traditionally, a rule property would traverse a path through the schema, starting from the base object, and ending at a column.

For example, the Contact First Name property for a case would use the path case_reporter2contact:first_name.

However, there are instances where a path cannot be traversed, or where a calculation needs to be made.

 

Counts

For example, you may wish to fire a business rule only if all of the subcases on a case have been closed.

So your two business rule conditions would be:

Number of Subcases is greater than zeroNumber of Open Subcases is equal to zero

Or, you may wish to fire a business rule if the


Gary Sherman
November 14, 2016

Recently, I talked about the new SDK Toolkit Extension in Dovetail Carrier, which allows for executing methods within the Dovetail SDK Toolkits, without writing any code.

I also discussed how I was able to remove some custom scripts from our own production environment, and replaced them with this new SDK Toolkit extension.

I absolutely LOVE this new capability within the system, and I’m super excited to see how our customers use this power.

success

I received an email from one of our customers this past week detailing how they’ve been able to take advantage of this new functionality.

Just wanted to pass along that we implemented a biz rule action to call into the Support SDK directly in PROD.  Pretty awesome stuff!   Use case here is that an external process


Gary Sherman
November 4, 2016

Within Dovetail Agent, we support both Subcases, and Parent-Child Cases.

A common question is: What’s the difference, and when would I use one vs the other?

So lets address that question here.

comparison

 

Subcases

Subcases allow for multiple employees to work in parallel on a single Case.  You can “subcontract” pieces of the work to other employees.

subcase

For example, we may have a Case for a New Employee. As part of that, we can create 3 subcases:

Create a General subcase for setting up the employee’s network account and dispatch to the Network queue. Create an Administrative subcase for ordering business cards and assign to the office


Gary Sherman
September 13, 2016

printf

Photo by @benchaccounting

 

When setting up your auto-destination rules, it’s easy to end up with rule bloat, sometimes due to no fault of your own.

Due to business requirements, you may end with a lot of rules, which end up making it difficult to manage all of them.

For example, we may have auto-dest (routing) rules that dispatch a case to a queue based on its case type and the country of the reporting site/contact.

If the contact is in the USA, and it’s a Payroll case, send it to the USA_Payroll queue. If the contact is in the USA, and it’s a Benefits case, send it to the USA_Benefits queue. If the contact is in France, and it’s a Payroll


Gary Sherman
September 12, 2016

Dovetail Agent includes support for Change Requests

Recall that a change request is a task you create in response to a reported software bug, hardware defect, or enhancement request.

As Change Requests are worked, they follow a workflow process. We use Statuses and Transitions to define the process, and define who can move the Change Request through its workflow steps.

change request workflows

Technically, Cases also support a workflow and defined transition. It’s just a very simple one.

We can use Cases as a simple example before moving on to the more robust workflow options with Change Requests.

 

Case Workflows

Cases have just 2 conditions: Open, and Closed.

A case can move from Open to Closed, and from Closed to


Gary Sherman
June 17, 2016

With Dovetail Task Manager, a Task will define the properties that get set when the task is executed.

 

Set a Property to a Static Text Value

For example, I can have a task that creates a subcase, and I can set it up so that the subcase title will be set to Do something awesome!

The task property setup would look like:

task manager properties

So when the subcase is created, its title will be Do something awesome!

 

Set a Property to the Same Value as a Case Property

Alternatively, instead of setting a property to a static text value, we can set it to be the same as a case property.

For example, we can set the subcase title to be the same as the case title, as shown here:


Gary Sherman
June 5, 2015

Occasionally we get requests about closing a bunch of cases at once. Some people refer to it as a “mass case closing”, others use the term “batch case close”. Whatever you call it, it’s easy to do in Dovetail Agent.

This request comes up when a bunch of test cases get created, or if a customer goes out of support, or a bad email loop creates cases by mistake, or a myriad of other reasons.

Find the cases you want to close

First step – create a query for the cases you want to close.

I want open cases created in the last 365 days with the word “test” in the title.

So, I created a query with 4 filters:

Condition Starts with Open Item Type Is Equal To case Created within last (days) 365 Title Contains


Gary Sherman
April 22, 2015

Task Manager

Task Manager is an optional Clarify module that allows subcases and action items to be automatically created when a task set is selected from a case.

Task Manager and the Clarify Classic Client

Within the Clarify Classic Client, this process is started by clicking the Jobs button on a case, and then selecting a Task Set to be executed. The Clarify Client then evaluates the task set and creates the subcases and action items as needed.

Task Manager and Dovetail Agent

Within Dovetail Agent, this process is started by choosing the Workflow – Run Task Set menu item on a case, and then selecting a Task Set to be executed. User’s must have the Task Manager privilege in order to see this menu item. Dovetail Agent itself does not evaluate the task set


Gary Sherman
August 5, 2013

 

I got a question today about how to close a case when all of its subcases are closed.

 

You could certainly add code to your application (such as the Clarify Client or Dovetail Agent), but to me, this sounds like more workflow automation, and we can do that with business rules. Plus, if you use multiple client applications (lets say the Clarify Client and Dovetail Mobile) – you don’t want to have to customize each of those apps.

 

To accomplish this task, we’ll create a business rule that fires when a subcase is closed. If all of its sibling subcases are also closed, then we can close the case.

 

First wrinkle: How do we know when all of a subcase’s siblings are also closed?

 

One way to do it is to look at


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