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Maybe Amdocs Should Call Dovetail for Clarify Support

February 16, 2009 Last week, I blogged  about a recent support issue an Amdocs customer was facing. They had contacted Amdocs, but couldn’t get assistance. We helped the customer solve the problem even though we have no support agreement with that customer. Well, we are at it again.   Last week, Jorge posed a question on ITtoolbox for the Clarify experts. Seems Jorge “tried Amdocs' tech support but they said it would require an enhancement ($$$) of their doing.”  Not content to have another Amdocs customer go away unhappy, Gary Sherman solved Jorge’s issue. You can see the full exchange , but as you can see below, Jorge got the answer he was looking for:   Reply from jcruz1965 on 2/16/2009 10:32 AM “Hi Gary, I was able to squeeze on some time on Friday and implement your fix in our development system. Worked flawlessly. I now have to talk to the business…

A feed for new Knowledgebase Articles

February 10, 2009 Kevin has put together an RSS feed for our most recent knowledgebase articles. The feed can be subscribed to using a feed reader (such as Google Reader), and any new articles will be delivered to you. Very cool. We eat our own dogfood here, meaning we use our Dovetail/Clarify system for our customer support team - including the knowledgebase (solutions). Being kept informed about new solutions is good for our support staff, but also for other members of our team - including Sales Engineers, the Product and Development teams, etc - as well as our customers who live in our products every day.  While I really like this specific example, I think the general idea of syndicating data from your Clarify/Dovetail system is totally rockin. Combine the code that Kevin laid out in his post, along with some Dovetail SDK…

Setup ASP.Net caching using a super simple fluent interface

While reviewing what I did to Create an RSS Feed Using ASP.Net. We got worried that overzealous customers or feed readers might hit this feed kind of often, and since the data served up by the feed does not change too a lot we could easily do some caching. Luckily this is easy to do using ASP.Net’s built in caching support. Unfortunately the code to, programmatically, setup the caching is a little ugly. To make things easier to read I added a couple extension methods to create a very poor man’s DSL. Following the Microsoft code example is ugly   Seeing the code below in my HttpHandler made me cringe. Hopefully it makes you cringe too.   TimeSpan freshness = Timespan.FromHours(1); DateTime now = DateTime.Now; context.Response.Cache.SetExpires(now.Add(freshness)); context.Response.Cache.SetMaxAge(freshness); context.Response.Cache.SetCacheability(HttpCacheability.Server); context.Response.Cache.SetValidUntilExpires(true); context.Response.Cache.SetValidUntilExpires(true); context.Response.Cache.VaryByParams["days"] = true;   The essence of what I want to do…

Creating RSS Feeds Using ASP.Net

February 6, 2009 Warning: This is one of those late to the party posts where I show off some cool thing that everyone already likely knows about. I just feel special right now because I was able to push out something we’ve wanted to do for quite some time in an afternoon.   We wanted to have an RSS feed so customers could keep up to date with new or recently updated Dovetail Knowledge Base articles. My personal mental gate was that I really didn’t want to try to figure out how to properly create an RSS or Atom feed and I didn’t want to bother with complex heavy handed frameworks like Argotic. Then one day Joshintroduced me to the System.ServiceModel.Syndication namespace (introduced in .Net 3.5) and my life was never the same.   Simple stuff really. Create a SyndicatedFeed filled with feed items and hand that to a…

My first ProductCamp experience

January 30, 2009 Last Saturday I spent the day at ProductCamp here in Austin. It was my first ProductCamp, and I'm sure it won't be my last.   What is ProductCamp? From the ProductCamp wiki: ProductCamp is a collaborative, user organized unconference, focused on Product Marketing and Management topics. At ProductCamp everyone participates: by presenting, leading a roundtable discussion, helping with logistics, securing sponsorship, or volunteering. ProductCamp is a great opportunity for you to learn from, teach to, and network with professionals involved in the Product Management, Marketing, and Development process from the Austin area!  The first ProductCamp Austin had over 130 people sign up, and over 90 participate.  Inspired by Austin's great participation, the ProductCamp concept has swept to other cities such as Toronto and Boston! Put simply: ProductCamp is a bunch of smart, passionate people coming together to discuss, debate, and…

Mobile Agent 1.1 – Now with better access to your knowledge

January 23, 2009 Today we are releasing a better Dovetail Mobile Agent. In this release we focused on exposing the knowledge contained in your Dovetail CRM to your mobile agents and public users.  For more details please take a look at the documentation but to sum up I’ve composed for you a sort of visual what’s new in this release. Agents can now… Search for and use solutions while working cases. Solutions found to apply to a case being worked can easily be sent and linked to the case. Searching now returns both solution and cases. Once a solution is found details about it can be easily sent to a case.   Because sending emails from a mobile device can be time consuming, Mobile Agent fills in most details of the email for the agent. The solution is also linked to the case…

45+ New jQuery Techniques For Good User Experience

January 19, 2009 Smashing Magazine has a list of 45+ New jQuery Techniques For Good User Experience There's some cool ideas in there. The sortable lists technique would be useful for Drop-Down list management in DovetailAdmin. I also like the Scrollable HTML table plugin - which keeps the header row visible when scrolling through a long table.

jQuery 1.3 is now official!

January 14, 2009 jQuery just released its latest version, and celebrates its 3rd birthday as a JavaScript Library. The big features of this release are: Sizzle: A sizzlin’ hot CSS selector engine. Live Events: Event delegation with a jQuery twist. jQuery Event Overhaul: Completely rewired to simplify event handling. HTML Injection Rewrite: Lightning-fast HTML appending. Offset Rewrite: Super-quick position calculation. No More Browser Sniffing: Using feature detection to help jQuery last for many more years to come.   jQuery at Dovetail Software Almost all of our current development projects are using jQuery, so upgrading to the new version to take advantage of the new features and performance will be an exciting improvement. The performance gains in the selector engine and HTML injection should help us improve our software. The benefits of using jQuery is already apparent, and we continue to use it more…

Clarify jobs

January 13, 2009   Surprisingly, there were a bunch of Clarify related jobs that popped up on my radar this week.   Any of you Clarify folks looking for work?       Director of Continuous Improvement at ADP     By far, my favorite job title of the week month year.   Experience with Amdocs/Clarify ClearSupport or equivalent Client Relationship management system is required .   link Support Specialist at Nortel   You will be working on the Nortel Global Clarify instance which is a highly customized version of ClarifyCRM 12i software, from Amdocs Inc.   ClearSupport, ClearQuality, ClearContracts, ClearLogistics   link Clarify Amdocs - techno functional - New York   Overall Clarify 10.x through Amdocs CRM6 Experience   link CRM Business Analyst   The ideal candidate will have Amdocs (Clarify) and Siebel knowledge.   link Clarify Developer   Experience with Clarify 13 version, Plus…

Announcing a New Product Release…

January 12, 2009 This is always a good sign for a software company, and here at Dovetail Software this has just become an easier task. It is important for us to get the news about a new product release to our customers. By automating some of the steps in this task, we can get the information to the customer faster, and also add some business value to the process. Now when a new release is ready, we can use the new Product Announcement tool to prepare the message for our customers. Opening this application from within our in-house version of Dovetail Agent, we can see a list of all of our products that are currently under contract with any of our customers. Clicking on one of the products will retrieve all of the customers under contract, and show a second grid filled with…