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Tag: Dovetail Agent

Quickly start a Google Hangout with a customer from a case

June 10, 2014 Google recently launched a Hangout start button that can be easily embedded within any app or website. From their post:That's why we recently launched a Hangout start button that can be embedded in any app or website. Whether you’re a sales rep working in a CRM app or an engineer in a project management tool, it only takes one click to launch a Hangout and your team will automatically be invited. You can even improve customer service with the ability to quickly launch into a video Hangout with a client to resolve an issue. (emphasis mine)This is pretty slick.There are a ton of remote support options out there, many that are expensive, and the integration with these can be pretty involved.I like Google hangouts because it’s simple and free. And Google has made it super easy to add a button…

Web testing using Canopy

March 26, 2014 With Dovetail Agent 5 and SelfService 2, we’re using Canopy for acceptance testing. We even ship our test suites with the app, so if you customize/extend the application, you can run the tests to be sure you didn’t break anything, and you can add in your own tests for any custom functionality. So far, Canopy has proved itself to be the nicest web testing framework we’ve used – it’s simple and stable. Scott Hansleman recently kicked out a nice blog post talking about canopy and the F# language. In it, he provides some links to playing with F# and a simple Canopy example. Great stuff! So check out the tutorials that Scott links to, and then for our Dovetail Agent and SelfService customers – be sure to download the latest versions of those apps and check out the tests in…

Moving from CDO to the Outlook Object Model

February 2, 2012 In Dovetail Agent, there has been support for a long time to integrate Microsoft Outlook into the email functionality. In the past this has been done by using Collaboration Data Objects (CDO), which is a 32-bit client library that provides access to Outlook-compatible objects through a COM-based API. As customers (and Dovetail Software employees) upgraded to Office 2010 (x64), the Outlook integration solution that tried to load the 32-bit CDO ActiveX controls or DLLs did not work. The resolution for this issue was to migrate Dovetail Agent from using CDO to use the Outlook Object Model (OOM). Opening the Session with Outlook The first step was to get access to the Outlook Object Model (OOM). In Dovetail Agent 4.5, the method for opening a session was to create a MAPI session from CDO, and then log on using the default…

What’s New in Dovetail Agent 4.5 : Part 3

January 12, 2012 We’re continuing on with highlighting some of what’s New in Dovetail Agent 4.5. Part 1. Part 2. Multiple phone numbers and email addresses for contacts I’ve posted in the past about multiple email addresses for a contact, and how we have existing schema for this within Clarify, but we needed the UI to support this. Dovetail Agent now provides this UI. Contacts can now have unlimited phone numbers and email addresses. There is a new Phone/Email tab used to manage the phone numbers and email addresses for a contact. In addition, all of the additions/changes/deletes of these email and phone numbers are tracked in the activity log: Link Solutions to Closed Cases A common workflow we see here is: 1. A case is opened for a customer 2. We work with the customer to figure out a resolution to the…

What’s New in Dovetail Agent 4.5 : Part 2 : Search and Query

We’re continuing on with what’s New in Dovetail Agent 4.5. Part 1 is available here. Simplified Search Tips We’ve simplified the Search Tips page, making it easier for users to understand all of the robust searching capabilities that are available. Simplified Date Searching We’ve simplified searching using a date/time property. The baseline date/time range search can be a little cumbersome. For example, to search for items created in December of 2011: created:[20110101 TO 20111231] That syntax is still available for use, but we’ve expanded data/time searching for some common scenarios. Search for items created today: created:today Search for items created in the last 30 days: created:30days And that number (30) can be any number: created:7days, created:365days, etc. And, of course, you can combine this with other properties and keywords, and even save it as a favorite. Here’s my search for…

What’s New in Dovetail Agent 4.5 : Part 1 : Console

Dovetail Agent 4.5 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? Console Improvements We’ve improved the user interaction quite a bit in the main console pages. Right-click operations replaced by Actions button. Previously, you could right-click on an item in the console to perform workflow and log operations. This is how it used to look: Right-clicking in web-apps is not really expected. So we’ve replaced it with a more common and expected Actions button located at the top of the page. If there’s only one item selected, the menu will show all of the actions available for that item type: If…

Linking a solution to a closed case

August 23, 2011 I’ve talked in the past about the functionality and benefits of linking solutions to cases, and I’ve shown how we’ve simplified the process in Dovetail Agent. One scenario that’s come up more often, especially around here, is the need to link a solution to a closed case. A common workflow we see here is: 1. A case is opened for a customer 2. We work with the customer to figure out a resolution to the issue 3. Customer uses SelfService to indicate that the resolution solved the issue, and the customer closes the case (and you know how much I love when a customer closes their own case) Now that we know that the resolution we provided did indeed solve the problem, we can create a solution, so this knowledge can be reused, should the same issue arise in the…

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…

Warning – There are no more bins left to pick from

January 31, 2011 Using the Pick API to reserve parts for part requests is usually one of the easier API calls made from the Logistics Toolkit. Just specify the part request and preference of picking from good or bad stock, and let the API go to work. The Pick API will continue to attempt to pick parts until it has reserved all of the inventory necessary, or run out of locations to pick from. There are three basic result paths for the Pick API: success, error, and partial success. The return codes for the API fall into these 3 areas as well. When successful, the return code is 0. When there is an error, the return code is < 0 (negative), and when there is partial success, the return code is > 0 (positive). All of the Dovetail API return codes are structured…

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…