Include a URL to the case in outgoing emails

I’ve blogged in the past about how to customize your outgoing emails in Clarify/Dovetail, including using rule properties.

Using this same technique, we can include a URL back to the case automatically. For example, if you’re using a SelfService type application, such as Dovetail SelfService, or Clarify eSupport or WebSupport, we can include a URL back to the case so customers can easily get back to the case, where they can review it, add notes, view the status, etc. 

1. Export the existing Template form the database

You’ll need a directive file for the template. Here’s one:

Export it using ArchiveManager (DIET) or dataex:

diet -user_name USERNAME -password PASSWORD -db_server SERVER -db_name DATABASE -archive -export sendemailaboutobj.dat -dir email_com_template.dir

2. Edit the Template

All we need to do is modify the template, include the URL that we want, and use the <ADDITIONAL_INFO> as the property for the case id.

Here’s what the action portion of the template now looks like:

TO: <FOCUS.recipient>, <FOCUS.cc_list>

FR: <FOCUS.sender>

RE: About Case <ADDITIONAL_INFO> : [Case Title] [Subcase Title]


Check the status and update your case online at our Dovetail SelfService site:<ADDITIONAL_INFO>

Notice the final two lines include some helpful text, and a URL back to our SelfService site. The <ADDITIONAL_INFO> will get resolved at runtime by Rulemanager, and replaced with the Case ID.

Obviously – change the URL to point to your own SelfService site, not ours.

My template DAT file is freely available on github:

3. Import Your Template into the database

Importing using DIET:

diet -user_name USERNAME -password PASSWORD -db_server SERVER -db_name DATABASE –import sendemailaboutobj.dat

4. Restart Rulemanager

The templates are cached, so you should give Rulemanager a quick restart.

5. Send an Email

Use your favorite agent-based application (Dovetail Agent, Dovetail Mobile, Dovetail AgentLite, Clarify Classic Client, etc.) and perform a Log Email on a case.

Receive Email

So when the email is received, it will look like:


Notice the final two lines in the email – our helpful text and a URL that includes the case ID.

The recipient can now easily click on the link and be taken directly to the case within the SelfService app.


Easy for the customer. Easy for you to implement.

Rock on.