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Tag: clarify amdocs

How to notify additional people when a commitment expires

February 26, 2009 I was talking to a customer today, and they asked me about how to notify additional people when a commitment expires. For example, if a support agent makes a commitment to call the customer back at 4:00, but the agent goes home, we want to notify others within the department, so that someone else can call back the customer. When the commitment expires, Rulemanager uses a template to notify the commitment owner that the commitment has been missed. One way to accomplish this task is by customizing this commitment template. Baseline Commitment Template The baseline commitment template can be found with the following SQL: select * from table_com_tmplte where title = 'Commitment' You can also extract it using Dovetail ArchiveManager (or dataex) using a directives file that looks like: NO_EXPORT OBJECT ALL; EXPORT OBJECT com_tmplte   UNIQUE_FIELD=title   WHERE "title…

A feed for new Knowledgebase Articles

February 10, 2009 Kevin has put together an RSS feed for our most recent knowledgebase articles. The feed can be subscribed to using a feed reader (such as Google Reader), and any new articles will be delivered to you. Very cool. We eat our own dogfood here, meaning we use our Dovetail/Clarify system for our customer support team - including the knowledgebase (solutions). Being kept informed about new solutions is good for our support staff, but also for other members of our team - including Sales Engineers, the Product and Development teams, etc - as well as our customers who live in our products every day.  While I really like this specific example, I think the general idea of syndicating data from your Clarify/Dovetail system is totally rockin. Combine the code that Kevin laid out in his post, along with some Dovetail SDK…

Clarify jobs

January 13, 2009   Surprisingly, there were a bunch of Clarify related jobs that popped up on my radar this week.   Any of you Clarify folks looking for work?       Director of Continuous Improvement at ADP     By far, my favorite job title of the week month year.   Experience with Amdocs/Clarify ClearSupport or equivalent Client Relationship management system is required .   link Support Specialist at Nortel   You will be working on the Nortel Global Clarify instance which is a highly customized version of ClarifyCRM 12i software, from Amdocs Inc.   ClearSupport, ClearQuality, ClearContracts, ClearLogistics   link Clarify Amdocs - techno functional - New York   Overall Clarify 10.x through Amdocs CRM6 Experience   link CRM Business Analyst   The ideal candidate will have Amdocs (Clarify) and Siebel knowledge.   link Clarify Developer   Experience with Clarify 13 version, Plus…

Improving case history

January 12, 2009 The case history within Clarify has always been a bit of a sore spot with users for a long time. It was good - in that it made it easy to quickly review the details of the case. But, it did have its issues: Its just one giant text blob. You have no control over the formatting. Its in chronological order. Sometimes this is OK, but typically you scroll to the bottom to read the most recent activity. You don't have control over the timestamp format (DD/MM/YY vs. MM/DD/YY, as an example). The timezone of the timestamp isn't clear. It isn't easy to hide/remove certain entries. Its limited to 32K. If the case history his its 32K limit, users would see this message: THIS FIELD HAS EXCEEDED THE MAXIMUM LIMIT. THE ABOVE ENTRY MAY HAVE BEEN TRUNCATED. PLEASE REFER TO…

Rich Text in the Clarify Classic Client

December 18, 2008 Someone recently asked me if the Clarify Classic Client could handle rich text in multi-line text controls - i.e. can text be made bold, italics, use different fonts/colors, etc. Out of the box - no. Clarify handles plain text only. But, we can customize Clarify. One approach to this problem is to use an ActiveX control that supports rich text. As a proof-of-concept, I downloaded the SpellEditor RichTextBox RTF Control, and slapped it onto the Solution form. (There's a bunch of available controls out there. I'm not saying this is the best one, but it was sufficient to prove my concept.) I then added a bit of ClearBasic code: During form_load, take the description field contents from the solution's contextual object, and stuff it into the RTF text property of the control. During form_save, take the RTF text from the…

Clarify Classic Client Quick Reference Guide

December 17, 2008 Here's a quick reference guide for user options, shortcuts, and keyboard navigation for the Clarify client.   I think Ctrl + Down Arrow within a text box is one of the most useful (and most unknown) shortcuts. Ctrl-F6 is also pretty useful, although I find it difficult to remember (and to type)    

Dovetail Search for Clarify

November 18, 2008 Ever since we introduced Dovetail Seeker this summer, I was anxious to incorporate its capabilities with our applications. It is integrated within Dovetail Agent, Dovetail SelfService, and Dovetail Mobile Agent. Kevin also demonstrated how to incorporate it into your own applications (his particular example was integrating Seeker with an ASP.NET 2.0 web application). We've now integrated Seeker with the Clarify Classic Client, bringing the simple and ubiquitous search box into Clarify. Dovetail Search provides the User Interface (UI) for searching and displaying retrieved search results. Dovetail Search for Clarify makes a request to Seeker, and Seeker returns a set of search results. Dovetail Search displays these results in a simple, intuitive format. What can you search?You can search any data in your Clarify database. Out of the box, Dovetail Search is configured for searching cases, solutions, change requests (bugs), subcases, and part request details. Its easily configurable, so…

Dovetail Mobile Agent: Only show the queues that have stuff in them

November 5, 2008 As I've mentioned before, I use Dovetail Mobile Agent for my day-to-day case activities. Its simplicity and ease of use really pleases me. Even though it was targeted as an app for mobile devices, it works just as well using normal browsers on desktops & laptops. On the Home page, there's a link to My Open Cases, Recent Activity for my workgroup, as well as a list of My Queues (including the number of items in the queue). But, its not actually all of my queues. Its only the queues that have stuff (such as cases) in them. If a queue is empty, I don't care about it. So it simply doesn't show up. Nice. In our production environment, I belong to 19 queues. And all of them show up in the Classic Clarify Client: Most of them are empty,…

Looking for your opinion on linking cases to solutions

One of the more underused features within Clarify/Dovetail is the ability to link cases to solutions. Its a great feature - I just don't see it used often enough. This allows organizations to track which solutions are used the most, and use that information to feed back to production groups (development, engineering, documentation, etc.) to help prioritize changes/fixes/enhancements. Solutions Solutions have a title, an id, and a description of the problem. They also have 1 or more resolutions (workarounds). For example, take a look at this solution on our website. It has a title:  Dovetail SDK Web Service calls return a Could Not Load Assembly error an ID: 348 a description of the problem: Could not load the assembly 'FChoice.WebServices.Clarify,... and 2 resolutions (which I'm paraphrasing here): 1. run the Dovetail SDK installer 2. copy the "bin" directory from the…

Consuming JSON in ClearBasic

October 22, 2008 Recently I had the need to consume JSON in ClearBasic. For example, I make a request to a web service, and the service returns a result set in JSON format. I want to display those results within Clarify. JSON JSON (JavaScript Object Notation) is a lightweight data-interchange format. JSON is a pretty popular data transfer format, especially for the web. Here's an example of a simple JSON object: { FirstName: Joe, LastName: SixPack, Programming Languages: [ClearBasic, Perl, Ruby] } A real-world JSON example I can make an HTTP request to a Google API to perform a web search. The result will be in a JSON format. For example, a search for "fcsdk powershell" can be made by using this URL: http://ajax.googleapis.com/ajax/services/search/web?v=1.0&q=fcsdk%20powershell The result will be this: {"responseData": {"results":[{"GsearchResultClass":"GwebSearch", "unescapedUrl":"http://blogs.dovetailsoftware.com/blogs/gsherman/archive/2007/04/25/using-the-fcsdk-in-powershell.aspx", "url":"http://blogs.dovetailsoftware.com/blogs/gsherman/archive/2007/04/25/using-the-fcsdk-in-powershell.aspx", "visibleUrl":"blogs.dovetailsoftware.com", "cacheUrl":"http://www.google.com/search?qu003dcache:u9RLwKjiIPYJ:blogs.dovetailsoftware.com", "title":"Gary Sherman : Using the u003cbu003efcSDKu003c/bu003e in u003cbu003ePowerShellu003c/bu003e",…