Custom Events in Clarify/Dovetail: Change Priority
I’ve talked in the past about how to create custom events in Clarify/Dovetail, and how to fire business rules based on these events.
In short, code needs to be written that creates a custom activity log and time bomb.
A recent webinar covered details on how to do this: http://www.slideshare.net/gsherman/advanced-business-rules-part2 (starting on slide #18)
For additional info, take a look at the “User-defined Business Rule Events.doc” available on the Rulemanager wiki: http://rulemanager.wikispaces.com/How-To
If you also want to create a custom act_entry record, you’ll probably want a custom activity code. Here’s an example: https://gist.github.com/1042796
One of our customers recently wanted to do something similar, but for Change Priority of a case. They wanted to be able to fire a business rule when the priority of a case changes. They needed this to work in both Dovetail Agent and the Clarify Classic Client.
Following the guidance I listed above, he got it all working, and was gracious enough to share his code.
The code is all available on Github: https://gist.github.com/3691225
Thanks for sharing Ken!