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Task Manager trick: Properties with static text and a case property

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 ValueFor 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:So when the subcase is created, its title will be Do something awesome! Set a Property to the Same Value as a Case PropertyAlternatively, 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:So when the subcase is created, its title will be the same as whatever the case title is. Dynamic Property NotationWhen…

Publish a message to Dovetail Carrier to invoke a custom action

June 15, 2016 In this post, I’ll cover calling a custom action within Dovetail Carrier by pushing a message directly onto Carrier’s queue, without using Rulemanager (or Task Manager). To recap how we got here: Dovetail Task Manager Overview – What it is, how it works, etc. Creating custom tasks for Dovetail Task Manager – How to create a custom task action, namely a Get Stock Quote action Invoking custom actions in Dovetail Carrier without using Task Manager – How to call a custom action using Rulemanager to publish a message to Carrier Now, lets look at calling a custom action within Carrier by pushing a message onto Carrier’s queue, without using Rulemanager. We’ll use the same action created in the previous post – namely GetStockQuote. Custom executable For this example, we’re creating a custom executable – publish.exe This exe will simply…

Invoking custom actions in Dovetail Carrier without using Task Manager

June 13, 2016 In my last post, I demonstrated how to create a custom action for Dovetail Task Manager – namely a GetStockQuote action.Now, let's see how we can invoke a custom action without using Task Manager at all.We’ll invoke the same GetStockQuote code within Carrier, but, this has nothing to do with Task Manager. It’s simply a way to get Carrier to execute some custom code.To invoke it, we’ll create a business rule, and have Rulemanager send this message into Carrier. (Recall that Dovetail Rulemanager version 2.0 added Carrier Message as a business rule action message type) ProcessHere’s the overall process: A New Carrier Message TypeOut of the box, Dovetail Task Manager fires a business rule with an action of Carrier Message.The business rule action message content looks like:type=RunTaskSet caseId=12345 taskSetName=Do Something Cool Task Set Rulemanager turns this into an actual message, and sends…

Testing the Waters: Understanding the Customer

June 10, 2016 What We Do and Understanding the CustomerTesting the waters, as a marketer, can be tenuous. Depending on marketing campaigns, we run the risk of boring our intended audience or annoying them. Over the years, I have come to understand that each effort can be a good effort, as it may reach just the person it was intended to reach. But, there is also the risk of over-saturation. The most important thing, for me, as a marketer and as someone who truly believes in our product and cares about our company, is to know the customer.Knowing the Customer - YOUR CustomerIt isn't enough to know who the customer is - their name, rank, and serial number. It isn't enough to know what they do. It isn't nearly enough to know what our competitors do when it comes to their own marketing…

Creating custom tasks for Dovetail Task Manager

June 8, 2016 Out of the box, Dovetail Task Manager supports one action - Create Subcase. (See this post for a primer on Task Manager) But because Task Manager is extensible, we can add our own custom actions that can do almost anything. For this example, we’ll walk through how to add an action named Get Stock Quote, that will call an external web service to get a stock quote. The quote will then be logged as a note to the case. Just for testing, we’ll use Alternate Phone Number field on the case to store the stock symbol. Setup Add the custom Task Action Using Dovetail Admin, edit the Task Action user-defined list. Add an element named Get Stock Quote Add the custom Task Action parameters Using Dovetail Admin, add a new user-defined list named Get Stock Quote Params Add an…

Dovetail Task Manager Introduction

June 6, 2016 Dovetail Task Manager is an optional module that allows actions to occur automatically when a task set is selected from a case.The most common action is creating a subcase. For example, when the New Employee Task Set is run: 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 a specific employee. Create a General subcase for creating the user's account in the CRM system, and dispatch to a queue based on auto-destination rules. Dovetail Task Manager is also extensible using customization, allowing it to perform other actions, within the Clarify/Dovetail system itself, or even as a mechanism for integrating with other systems. Dovetail Task Manager replaces the old Clarify Task Manager module. But it also opens up a whole new avenue…

Software and Customer Service

June 3, 2016 Customer Service Today - a phantomMy colleague Matt, a sales director here at Dovetail, recently wrote about customer service on our HR blog - this is something I find myself more and more concerned with as we continue to move from a manual society to all-things automated or computer-related. As a customer, are your needs truly met - do you feel like you are listened to? Do you want more? Have you come to expect less?Expecting LessI think this is where we are today. We have come a place where poor customer service is the norm. Where the client is only listened to when they threaten public shaming or when they actually go to a public forum like Twitter or Yelp to describe their poor experience. How sad that it has come to this. How sad that the days of…

What’s New in Dovetail Agent 10

June 1, 2016 We recently released Dovetail Agent version 10. Or Dovetail Agent X, for you roman-numeral types.Here’s a quick rundown of the major changes. Dovetail Task ManagerDovetail Task Manager is a new optional module that allows actions to occur automatically when a task set is selected from a case.The most common action is creating a subcase.For example, when the New Employee Task Set is run: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 a specific employee.Create a General subcase for creating the user's account in the CRM system, and dispatch to a queue based on auto-destination rules.Dovetail Agent can work with either Clarify Task Manager or Dovetail Task Manager. No surprise, we recommend using Dovetail Task Manager!Dovetail Task Manager is also extensible using customization, allowing…

What’s New in Dovetail Agent 9

January 19, 2016 Dovetail Agent ReleaseWe recently released Dovetail Agent version 9. Here’s a quick rundown of the major changes.Recent Cases tabs on the Create Case pageWhen creating a new case, a user can now easily see recent cases for both the contact and the site. By default, it shows cases created in the last 30 days, and the available filters button makes it easy to change this if needed. Calendar SharingUsers can share their calendar using a standard ICS format. This allows calendar data to be pulled into other calendar applications, such as Microsoft Outlook.Clicking the Share button on My Calendar:and this exposes a public URL for your calendar. Copy this URL and give it to the people you wish to share your calendar data with. Create TagA user can now create a tag on the My Tags page. This makes it easy to…

Npm Scripts vs Task Runners

January 5, 2016 There were some posts a while back that talked about using npm scripts to handle most of your mundane tasks over using a task manager. I only recently got around to diving into this concept and wanted to share some of my discoveries.Why use task runners at all?This is an easy one. In development, there are things that have to get run and rerun constantly. Make a change to your javascript? Recompile (if you’re using webpack, browserify, babel, etc.). Make a change to your sass/less? Recompile. Want to release your code? Bundle, minify, copy assets, distribute. Lint your code? Run eslint or jshint or jscs.For example, to compile some code via webpack for development could look like webpack -d --progress --colors. Granted, it could be just webpack -d but I like the extra niceties. More realistically, you might have multiple…

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