What’s New in Dovetail Agent 9

Dovetail Agent Release

We recently released Dovetail Agent version 9. Here’s a quick rundown of the major changes.

Recent Cases tabs on the Create Case page

When 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 Sharing

Users 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 Tag

A user can now create a tag on the My Tags page. This makes it easy to add a bunch of tags at once, without needing to tag a specific case.



Number of My Tags filter

A new NumberOfMyTags query filter is available.

This allows users to query for their untagged items, by using a filter of NumberOfMyTags = 0



Better printing

A new Print button (for Cases, Subcases, Solutions, PR Headers, and PR details) is now available:



and print pages (for Cases, Subcases, Solutions, PR Headers, and PR details) are now dedicated pages.

This gives us better control of the layout, and allows us to ensure that all of the asynchronous data (such as tab content) is loaded before printing.



Query improvements

Filters on edited Queries are now automatically remembered. A new Unsaved label informs the user that the query has been edited.


This is especially helpful for users in the following scenario.

  1. Edit a query (can be a new or existing query). For example, add or remove a filter from the query.
  2. Click on one of the results, which navigates the user to a new page (such as a case page)
  3. Click back (to return to the query page)

In the past, the query would be reverted to its original state.

Now, the query’s edited state is automatically remembered. A rather pronounced Unsaved label is shown, to make it clear to the user that the query is dirty.

The user can then decide to:

  • discard the changes simply by clicking the X on the label.
  • or save the changes (using the Save menu)
  • or save the changes to a new query (using the Save As menu)



Every page request is now recorded in table_dt_web_log.

This allows admins to query or report on user activity within the application. This is useful for locating hot spots in the application, or for tracking workflows.

Reporting from the database table is typically much easier than reporting from the IIS web server logs.




There’s also a number of minor changes, assorted bug fixes, and some changes that are specific to developers.

For a complete list of enhancements and fixes, refer to the What’s New section in the Agent 9 documentation.