Tag: business rules

Introducing Personal Slack Notifications using Dovetail Rulemanager

August 21, 2018 When employees are notified as part of a business rule action, the notification method is determined by the employee’s notification preference. We've recently added support for Slack as a personal notification preference. The default notification methods are: Email Notifier Forward to my Supervisor Tone Pager Text Pager Digital Pager None Dovetail Rulemanager also supports SMS, which will send an SMS message (text message) to an employee’s configured device, typically their mobile phone. Refer to a previous post SMS Notifications using Dovetail Rulemanager. Now, Dovetail Rulemanager also supports Slack as a notification preference. Instead of getting notified by email, a user can choose to receive notifications within Slack. What is Slack Slack is essentially a chat room and messaging platform for your whole company, commonly used to replace email as your primary method of communication and sharing. Slack Notifications Instead of getting notified by email, a user…

What’s New in Dovetail Agent 20

August 13, 2018 We recently released Dovetail Agent version 20. Here’s a run-down of the highlights. Interactions Dovetail Agent now includes Interactions functionality. An Interaction is just that - a way to capture any type of interaction you may have with a customer. In call centers, it's common to capture every call as an interaction. A customer may call into the call center to check on the status of an order, or to inquire about a billing question, etc. Each of these can be captured as an interaction in the system. Create Interaction In many service centers, a case is overkill for tracking these simple inquiries. We want to capture that we've interacted with the customer, but we don't need all of the more complex workflow that goes along with a traditional support case. But, in some instances, an interaction may…

What’s New in Dovetail Agent 19

March 27, 2018 We recently released Dovetail Agent version 19. Here’s a run-down of the highlights. Download Search Results Users have always been able to download the results of a query, but now they can also download the results of a search as well - in either Excel or CSV format. Download Search Results The output columns when downloading search results will be the same output columns as when a query result is downloaded, and are easily configurable using a filter.config file. So it's easy to add or remove additional columns, and that change will automatically apply to both query and search results. Search Results - Excel format Download Limits A new configuration setting (DownloadMaxRowCount) defines the maximum number of items that can be downloaded, from either a query result or a search result. This helps…

How to Quickly Test Dovetail Carrier Messages

October 24, 2017 A common workflow is to have a business rule fire, and that business rule will send Dovetail Carrier a message. For example, when a customer updates a case via SelfService, we can have a business rule fire that sends an SDK Toolkit message to Carrier, and Carrier will change the case status to "Customer Update". Complete end-to-end Testing When I'm putting this all together, and testing it out, a full integration test would be to log into SelfService, and log a note to a case. That would cause Rulemanager to fire a business rule which would send the message to Carrier, then Carrier can do its thing. So I have multiple apps in play here: Dovetail Agent, for setting up the business rule Dovetail SelfService, which is how the customer updates a case Dovetail Rulemanager, which processes the business rule…

Finding a Business Rule based on its message

September 26, 2017 If you receive a business rule notification message, but you're unsure as to exactly which business rule it came from, there's a few ways to find the originating rule. Notification Message For example, lets say that you received the following notification: Email Notification How do I find which business rule caused this notification to be sent? There's actually a few options here. 1. Dovetail Agent - Query Business Rule Actions Using Dovetail Agent, create a query for Business Rule Actions Dovetail Agent - Query Business Rule Actions And filter for Message Contains something happened This will show you a list of rules that contain that string in the message. Dovetail Agent - Query Results Clicking one of the results will take you to the Business Rule itself. [caption id="attachment_7594"…

Parent-Child Cases Extension in Dovetail Carrier

September 5, 2017 One of the available extensions within Dovetail Carrier is the Parent-Child Cases Extension, which allows for automating workflow processes involving parent and child cases. Quick Refresher on Parent and Child CasesWith parent and child cases, we can relate a group of similar problems with a root cause. The parent case identifies the root cause. A child case is a customer problem that arises due to the root cause and is linked to the parent case.For example, suppose someone knocks out a utility pole, which causes an internet outage for many customers.Each customer may call into the call center and report the outage. We can relate all of these cases to a parent case, which is where the repair is being tracked. Updates on the repair are tracked within the parent case. Only one case needs to be updated, thus removing duplicate…

New in Dovetail – Configuration Item Rule Properties

August 29, 2017 We've recently added support for Configuration Item Rule Properties in Dovetail Rulemanager and Dovetail Agent. In this post I'll cover what they are, why you'd want to use them, as well as a few examples. First, a quick refresher on Rule Properties and Config Items. Rule Properties Business Rule Properties are used in a number of places throughout the Dovetail suite, including: Business Rule Conditions Business Rule Action Messages Canned Response Variables Email Log Templates Traditionally, a rule property would traverse a path through the schema, starting from the base object, and ending at a column. For example, the Contact First Name property for a case would use the path case_reporter2contact:first_name. However, there are instances where a static value may be desired, and this static value cannot be traversed to via a schema path. In these instances, a Configuration Item Rule Property is…

SMS Notifications using Dovetail Rulemanager

August 15, 2017 When employees are notified as part of a business rule action, the notification method is determined by the employee's notification preference. The default notification methods are:EmailNotifierForward to my SupervisorTone PagerText PagerDigital PagerNoneDovetail Rulemanager recently added support for one additional option: SMSAn SMS notification will send an SMS message (text message) to an employee's configured device, typically their mobile phone. SMS Notification Message Users can set their notification preferences for SMS, just like any other preference. SMS Notification PreferenceCouldn't we do this before?In the past, if you wanted to send SMS messages, we would typically use a custom replacement paging application for Rulemanager. This custom script would call into a 3rd party web service, or use the cell provider’s email to SMS gateway. These solutions all required custom scripts, and ended up being additional processes that Rulemanager needed to…

Action Items 101

July 18, 2017 Dovetail Agent has a number of Work Item types. The most common are Cases, Subcases, and Solutions.In addition, there are Change Requests, Part Requests, and Action Items.Not everyone is familiar with Action Items, so this post will cover the basic of action items - what they are, how you might use them, and how they compare to cases. Action Item BasicsAction Items are simply a task that needs to be completed.The task could be any number of things - depending on how you wish to use them.For example, an Action Item could be used:To setup a customer's online account for SelfService/WebSupportAs an Operations task, such as upgrading a serverTo track a contract renewal processetc. Action Item in Dovetail Agent You can use different action item types for different tasks, so you're not limited to a single use case for…

Free Collection of Business Rule Recipes

July 10, 2017 I've often stated that Rulemanager and Business Rules within Clarify/Dovetail are the most powerful (but often underused) components of the system.And when you combine Rulemanager with Dovetail Carrier, it gets even more powerful.To demonstrate some of this power, I've created a collection of business rule recipes that will educate and inspire you to make the most of your business rules.There's over 30 business rule examples, and they stretch across a number of areas, including:User NotificationsWorkflow AutomationCustomer NotificationsIntegrating with third-party services/appsTask ManagerCalling external apps/scriptsSLA Rules (Service Level Agreement)Bonus!There's also a Business Rule Template, which is helpful when defining new business rules.It can be provided to business users, who can fill out the template and submit it to the technical staff.Get It!This Collection of Recipes and the Business Rule Template is completely free.Simply click the button below to get free access.Access the Business…