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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…

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…

Case History enhancements in Dovetail Agent

March 4, 2014 We’ve done a lot of work recently to improve case (and subcase) history within Dovetail Agent 5. It feels much cleaner, is easier to read, and just feels pleasant. Plus there’s some cool new features. Here’s a few highlights.     Avatars Avatars for users, applications, and customers are shown. Notice that there is an avatar for Annie (who is a employee/user), Scott (who is a contact), and for Dovetail SelfService (an application). And the avatars are clickable links. If the avatar is for a user/employee, the link goes to the employee page. If it’s a contact, it goes to the contact page. Reverse Chronological Order Notice that the history shows the newest entries at the top, similar to many current social apps (facebook, twitter, etc.) More context - via Application When an entry happens via an application, we show…

How To Setup hMailServer To Use a SSL Certificate

August 17, 2010   I am adding IMAP support to one of our products. Likely more that one person out there a needed to do this, so enjoy. I’ll take you from creating an SSL certificate to configuring hMailServer to work with both secure and regular connections to testing your setup.   Creating a Self Signed SSL Certificate   First things first you’ll need to download OpenSSL. I downloaded the 64bit 1.0 light version which required Visual C++ 2008 Redistributables (x64) to be installed first. I told the installer to put OpenSSL in my c:utilites folder.   Create a Key   Next up you’ll need to create a key. I recommend you replace <host> with your machine name.   >openssl genrsa -out <host>.key 1024   Certificate Request   Now you need to create a certificate request. This is the file you normally send…

Messaging as an Enterprise Integration Pattern

February 19, 2010 With our recent release of Dovetail Carrier, we’ve been having more conversations around messaging as an enterprise integration pattern. (For more on Carrier, be sure to check out some of Kevin Miller’s recent posts on the subject.) In my feed reader this morning, I saw a new post from Gregor (a software architect from Google) where he discusses some of his thoughts about the right places for use of messaging. Good stuff. The list of advantages for messaging as a transport mechanism cuts to the heart of why we like messaging. For even more, be sure to check out Gregor’s site: Patterns and Best Practices for Enterprise Integration, where there’s plenty more details on messaging.

Carrier – Customizing Your Response Emails

February 3, 2010   Out of the box Dovetail Carrier is very good at receiving emails and allowing you create business functionality which can react to incoming messages. There is a flip side to receiving emails. Sending them. This post will explain how the Email Agent extension uses templates to send email notifications. First we need to explore what information your template will have available to it. We’ll start by setting the stage.   Real World Scenario   In the Email Agent extension. When an email is received by your company’s support account the New Case Support Email rule set is invoked. This rule set determines that the email is a request for support and a new case is created. The next rule action should send a response email. What should the email tell the user?   It should inform them of details…

More On Dovetail Carrier RuleSets

January 28, 2010 I wanted to discuss RuleSets in more detail this time diving deeper into a couple of topics I pulled out of Creating Your First Carrier Extension because they were too advanced for an introduction.RuleSets Have ContextYour conditions and actions need a way to inspect the message they are evaluating. This is accomplished via the RuleContext object with is give to each condition and action being invoked by the RuleSet. Everytime Carrier starts executing your RuleSet it creates a new RuleSetContext object and puts the message being processed into the context.Here is the rule context interface. public interface IRuleContextMESSAGE { MESSAGE Message { get; set; } T FindT() where T : class; bool HasT() where T : class; T PushT(T entity) where T : class; }It is also useful to have a way to communicate state between conditions and actions. This…

Creating Your First Carrier Extension

Extensions are the heart of Dovetail Carrier. The application itself does nothing unless there is an extension present. This makes it important to understand how to create your own extensions. This guide will take you through creating a brand new extension and having it subscribe to one of the core Carrier messages IncomingEmailMessage.   Create The Extension Project   The first thing we are going to do is add a project to the extensions solution included with Carrier. Before you can do this you’ll need to unzip the\developer\extensions-source.zip file shipped with Dovetail Carrier into a directory on a development machine which has Visual Studio 2008 installed.   Next open the extension solution (carrier-extensions.sln) and add a new project to the solution.   File -> Add -> New Project Select a C# Class Library and give it a name. I'll use MyFirstExtension Add…

Clock – A Super Simple Carrier Extension

December 16, 2009 Let’s set aside TwitterAgent for a bit and create the simplest extension to Dovetail Carrier possible, a timepiece, a clock, a chronometer of sorts. The intent of this post is to document in one place all the pieces required to create a Carrier Extension.The MarkerFor now we need to mark the assembly with an attribute announcing it as a Carrier extension. [assembly: CarrierExtension]You just need to put this code somewhere but it usually goes in your AssemblyInfo.cs file.The MessageWe first need to create the message we’ll be publishing and consuming. public class ClockMessage { public string Announcement { get; set; } }The PublisherNext up we need to create a service which will publish these messages. public class ClockMessageService : IMessagePublishingService<ClockMessage> { private readonly MessageBusSettings _messageBusSettings; private readonly IEndpointFactory _endpointFactory; private readonly ILogger _logger; private Timer _timer; public ClockMessageService(MessageBusSettings messageBusSettings, IEndpointFactory…