April 14, 2010
When we talk about workflow within our CRM systems, we commonly talk about cases, subcases, part requests, etc. But every queueable object within our Clarify/Dovetail system can have its own workflow. Including Solutions. Many people don’t think about a workflow around their knowledge. I wanted to touch on this, and show an example of a business process, or a workflow, for Solutions. Quick recap: what is a Solution? A Solution is a description of a known problem with one or more workarounds and/or resolutions. It is a piece of re-usable knowledge. Some refer to it as a KB or KnowledgeBase article. Here’s what a Solution looks like within DovetailAgent: Pretty simple. An ID number, a title, a status, a description of the problem, and one or more workarounds/resolutions. Simple Workflow Here’s an example of a simple workflow for a Solution:…
May 7, 2010
In previous iterations of Dovetail Agent, there have been jQuery plugins (i.e. spellCheck) that could potentially be used on any page in the web application, so each file containing the jQuery plugin code actually included on every page so the plugin would always be available for use. This was accomplished with a server-side include file, and doing a Response.Write method for each included file: Response.Write(''); This serves its purpose well, but the downside is that only a small percentage of the pages actually need the plugin. A slight change to the mechanics of including the files allows the plugin to be available only when required. First, the Response.Write is removed from the server-side include file. Next, some new code gets added to the client-side page that handles usage of the plugin: $(document).ready(function() { var $spellCheckAreas = $("textarea[id]:not(:disabled)");…
March 22, 2010
This is a sample post using Alex’s very nice looking Syntax Highlighter for code snippets. Let’s see if I can get Community Server to behave. Teaser Code public class SolutionMap : DovetailMap { protected override void MapDefinition() { FromTable("probdesc") .Assign(d => d.SolutionID).FromIdentifyingField("id_number") .MapMany().To(d => d.Resolutions).ViaRelation("probdesc2workaround", workaround => workaround .Assign(d => d.DatabaseIdentifier).FromField("objid") ); } } Update: Looks like I got it working. Sorry about the guinea pig post. The code above is actually something I have been wanting to post about for some time. Maybe now with these super sweet code blocks I’ll get’er done.