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Tag: Dovetail Admin

Refresh Cache actions in Dovetail Agent

September 16, 2016 Within Dovetail Agent, there are two different Refresh Cache actions Refresh Application Cache Refresh User Cache This post is a quick rundown of what they do and how they’re different.   Refresh Application Cache From the Admin menu, there’s a Cache option   This controls the application cache which includes schema, lists (application and user-defined), configuration items, strings, etc. When the application starts up, a bunch of information that rarely changes is cached, to improve application performance. The most common use of this is for when you change list values – both application lists (such as Case Type), and user-defined lists (such as Contact Expertise). You can edit your lists using Dovetail Admin, refresh the cache in Agent, and the updated list values will appear.   Refresh User Cache On the user Profile page, there is a Refresh Cache link.…

Understanding Change Request Workflows and Transitions

September 12, 2016 Dovetail Agent includes support for Change Requests.  Recall that a change request is a task you create in response to a reported software bug, hardware defect, or enhancement request. As Change Requests are worked, they follow a workflow process. We use Statuses and Transitions to define the process, and define who can move the Change Request through its workflow steps. Technically, Cases also support a workflow and defined transition. It’s just a very simple one. We can use Cases as a simple example before moving on to the more robust workflow options with Change Requests.   Case Workflows Cases have just 2 conditions: Open, and Closed. A case can move from Open to Closed, and from Closed to Open. Within each of those conditions, there are also a set of allowable statuses. For example: Open status options may be: Researching,…

What’s New in Dovetail Admin 3.0: Part 2 : Reports

September 11, 2012 Dovetail Admin 3.0 was recently released, so I figured it was a good time to highlight a few of the things that are new in this release. Part 1: Employee templates Part 2: Reports. We’ve added a couple of new reports to Dovetail Admin.  Lets take a closer look at them. Business Rule Usage Report This tells us what business rules are firing along with how often. Perhaps even more importantly, it allows you to see the rules that are not being fired. Perhaps those rules could be removed, or made inactive, therefore simplifying business rule administration. Or maybe they should be firing, and need further investigation. I ran it against our production system, and it was pretty enlightening. Here’s an example (run against my development database, so the rule firing numbers are pretty small): Dovetail Agent Login Report This…

What’s New in Dovetail Admin 3.0: Part 2 : Reports

Dovetail Admin 3.0 was recently released, so I figured it was a good time to highlight a few of the things that are new in this release. Part 1: Employee templates Part 2: Reports. We’ve added a couple of new reports to Dovetail Admin.  Lets take a closer look at them. Business Rule Usage Report This tells us what business rules are firing along with how often. Perhaps even more importantly, it allows you to see the rules that are not being fired. Perhaps those rules could be removed, or made inactive, therefore simplifying business rule administration. Or maybe they should be firing, and need further investigation. I ran it against our production system, and it was pretty enlightening. Here’s an example (run against my development database, so the rule firing numbers are pretty small): Dovetail Agent Login Report This…

What’s New in Dovetail Admin 3.0 : Part 1: Employee Templates

September 10, 2012 Dovetail Admin 3.0 was recently released, so I figured it was a good time to highlight a few of the things that are new in this release. BTW – did you know you can subscribe to our Dovetail product release RSS feed – so you’ll always know about new releases? Employee Templates / Workgroups We’ve brought the functionality of the classis Employee Manager Utility into Dovetail Agent. This allows an administrator to associate employee properties (such as queues, privilege class, business calendar, office location, supervisor, and resource configuration) to a workgroup.  New employees that are assigned to that workgroup can automatically inherit all of the proper attributes. This will speed up and simplify the process of adding new employees to the system, since most of the attributes for an employee will be defined by the type of job they are destined to be performing.…

Business Rule: Only notify certain queue members

March 8, 2012 This week I was posed an interesting scenario from a customer. They have certain users who need access to every queue. But, they don’t want those users to be notified when a case is dispatched to that queue. For example, lets say that the Maintenance queue has 4 members: Fred, Annie, Gary, and Steve. Fred and Annie are regular users. But Gary and Steve are part of the Network Operations Center (NOC). The NOC has access to every queue, as they need to be able to peek inside each queue to see what’s there, read the case titles, etc. But, since the NOC belongs to every queue, they get a lot of business rule notifications – one for every case that gets dispatched to a queue. But they don’t need to get all of those notifications. So how do we…

Business Rule: Only notify certain queue members

This week I was posed an interesting scenario from a customer. They have certain users who need access to every queue. But, they don’t want those users to be notified when a case is dispatched to that queue.   For example, lets say that the Maintenance queue has 4 members: Fred, Annie, Gary, and Steve.   Fred and Annie are regular users.   But Gary and Steve are part of the Network Operations Center (NOC). The NOC has access to every queue, as they need to be able to peek inside each queue to see what’s there, read the case titles, etc.   But, since the NOC belongs to every queue, they get a lot of business rule notifications – one for every case that gets dispatched to a queue. But they don’t need to get all of those notifications.   So…

Support for Oracle 11

May 4, 2011 We have recently validated our product suite against Oracle 11. Due to our approaches to developing software, coupled with our use of .NET, all of our products worked as is. We didn’t have to change our apps to add support for Oracle 11. It was really just a testing exercise for us. Oracle 11 is now part of our continuous integration environment, so we know things work now, and will continue to work moving forward. Pretty sweet. This includes support for: Dovetail SDK Dovetail Mobile Dovetail Carrier Dovetail Seeker Dovetail SchemaEditor Dovetail Rulemanager Dovetail Agent Dovetail Admin Platform Guide Our online Platform Guide is the best place for the latest details on supported platforms. http://support.dovetailsoftware.com/selfservice/resources/platform-guide * One exception There is one exception for support of Oracle 11: ArchiveManager (DIET). We have some additional work to do there. If this is…

Using the URL Rewrite module to set your cookies to HttpOnly

January 20, 2011 A question recently arose about how to set a cookie to be HttpOnly. An HttpOnly cookie is one that cannot be accessed through client-side script. Any information contained in an HTTP-only cookie is less likely to be disclosed to a hacker or a malicious Web site. The use of HTTP-only cookies is one of several techniques that, when used together, can mitigate the risk of cross-site scripting. Setting a cookie to be HttpOnly One way to set a cookie to be HttpOnly is to change how you define it. Rather than something like this: Response.Cookies("mycookie") = “foo”; We can do this: Response.AddHeader "Set-Cookie", "mycookie=foo; HttpOnly" Pretty simple. What about cookies you don’t create yourself? This works great for cookies that you create yourself. But what about those that are created by IIS and ASP, such as the ASPSESSION cookie? One…

Segregating your data using Data Restriction

August 23, 2010 The Dovetail SDK (fcSDK) includes Data Restriction Technology.Data Restriction allows you to segregate your Clarify/Dovetail database so that different sets of users can use the same forms (and customizations), yet see different sets of data from the database. This can include any items such as cases, sites, contacts, parts, etc.   For example, suppose you have two different groups that support different product lines. You might set up Data Restriction so that the users in group 1 can only see group 1's sites, contacts, solutions, cases, and parts. Likewise, group 2 would only see their data. The user’s do not even know that they are not seeing all of the data from the database. Data Restriction based on Geography   A common data restriction setup is to segregate data via geography. For example, users in Europe may only see data (cases, contacts, sites,…
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