December 10, 2007
We've recently had a couple questions from customers in regards to queue members and supervisors. There is definitely some weirdness here, so hopefully this post will clear up a little confusion. In Clarify, there are two relations from queue to user: queue2user, a ManyToMany relation, which is the users assigned to the queue queue_supvr2user, a ManyToMany relation, which is the users supervising the queue Queue Membership in the Clarify UI In the Clarify Classic Client, when you add a user as a supervisor, you see the user listed only as a supervisor. For example, here I just added the user "texas" as a supervisor of the WebSupport queue. Notice that he shows up in the Supervisors list, but not in the Members list. As expected. Notice there are only two queue members listed. Queue Membership…
February 13, 2008
As I mention in a previous post we are using Campfire a lot these days. I just asked Doc to add an account for our Dovetail to Campfire integration and it caused us to brush up against our user limit. Campfire lets you know this in a non-invasive and graceful way. As an administrator you may not like the idea of all your users seeing a message like this. But it works. Users know to expect issues if more people login and they can email the application administrator if necessary. Also making this limitation visible likely helps Campfire sell more software. At Dovetail Software our user licensing has the idea of a grace license limit. If you hit your user limit on Dovetail CRM we can allow a few more users into the system so that you have time to…
October 16, 2007
Clarify Rule Manager, and Dovetail RuleManager, are the all-important modules that manage the business rules such as when to escalate an open case to the next level of response. Being able to work with Rule Manager is crucial of course, and questions arise from time to time. One conversation about Rule Manager and Time Bombs in the ITtoolbox forums lasted for six years. Started in August 2000 with a question about time bomb errors, the thread finally ended (or so it seems) last year, when Dovetail Software, experts in the Clarify install, supplied the last word. “When a rule changes via the Clarify classic client, Clarify creates a timebomb with the title of the rule and the flag of 131076 (0×20004). No other information on the timebomb are relevant (relations are all null, the times are the zero time, etc.).…