Tag: email

Introducing New Log Email Templates for Cases and Subcases

August 23, 2018 Traditionally, when sending an email out from within Dovetail Agent, (using the Log Email) function, the send_email_about_obj com_tmplte is used. The same email template is used for both cases and subcases. I've discussed this template in past posts: The "From" Address of a Log Email Include a URL to the case in outgoing emails Encouraging SelfService use - Include a link in outgoing emails Example send_email_about_obj template Here's an example of the template: TO: <FOCUS.recipient> CC: <FOCUS.cc_list> FR: <FOCUS.sender> RE: About Case <ADDITIONAL_INFO> : [Case Title] [Subcase Title] <FOCUS.message> Log Email API This template name is coded within the LogEmail API within the Dovetail SDK. We've recently made some enhancements to the LogEmail API to allow for different templates to be used between cases and subcases. We now support two new templates: send_email_about_case send_email_about_subcase send_email_about_case When performing a log…

Email Enhancements in Dovetail Agent 11 – Video walk-through

July 27, 2016 In Dovetail Agent 11, we've made a number of enhancements that improve working with email, including: Reply / Reply All / Forward The Log Email form can now be popped out to a full screen modal window Drag-and-drop file attachments Preview/download a file attachment Remove a file attachment Canned responses This video is a quick walk-through of these enhancements Direct link to video on YouTube

Improving Log Emails

December 7, 2015 Even with today’s prevalence of web applications, a lot of service and support operation interactions are still done by email.With some recent updates to Dovetail Agent and Dovetail Rulemanager, these emails can step into modern times.A simple link in your outgoing emailIn a previous post on encouraging selfservice use, I showed how to automatically include a link to the case within Selfservice in outgoing emails:Whenever we send an email out from a case using our Dovetail apps (Dovetail Agent, Dovetail Mobile), we include a footer in the email, like so:Notice the footer of that email:Check the status and update your case online at our SelfService site:http://support.company.com/cases/show/C12345HTML emails, including imagesMore recently, I showed how users can send rich emails using Dovetail Agent 8, such as: Better togetherCombining these 2 ideas together means we can make our outgoing emails even nicer, with headers,…

What’s New in Dovetail Agent 8

November 13, 2015 This week we released Dovetail Agent version 8. Here’s a quick rundown of the major changes. Rich Text in Logs Agent now support rich text (using Markdown) on case/subcase logs (email, notes, research) and commitments. For example, creating a richly formatted Log Email: And the received email looks like: Convert Markdown to HTML for rendering rich text These rich text logs and images now render as expected in the Case History: And in the Preview Pane: Rich text is also supported within Broadcasts: within business rule notifications: and even within commitment messages: Multiple count badges in tab headers Subcases tab on Case page - show open and total # of Subcases Part Request tab on Part Request Header page - show open and total # of Part Requests Contracts tab on Site page - show…

Log Email enhancements in Dovetail Agent 5.11

May 26, 2015 We’ve made some improvements to the Log Email functionality in Dovetail Agent 5.11. Here’s a quick rundown of the improvements Contact Picker Previously, you had to type in an email address to the TO or CC list. Which works. But we can do better. Now, you can still type in, but we also allow you to easily search for and pick an existing contact. You can search for a contact by first name, last name, email address, site name, or any combination of these. It shows the contact’s primary address, as well as any additional email addresses that the contact may have. And of course, you can still type in any email address that you want. In action: In case the embedded video doesn't show, here's the link to the video. Form Improvements We’ve improved the layout…

Encouraging SelfService use

November 7, 2013 We use our Dovetail SelfService application for supporting our customers on a daily basis. It gives customers the power to access what they need, when they need it – quickly and easily. Customers have access to: knowledgebase product downloads product documentation license keys And of course, they can interact with our support staff using cases: create new cases update existing cases: add notes, upload files, change severity close cases reopen cases etc. When a case is created via SelfService, customers pick the severity of the issue, such as: Low - I've just got a question Medium - It's minor and not significantly affecting production High - Production is heavily degraded Urgent - Production down We use Rulemanager and business rules to notify our support staff. For Urgent cases, we send SMS messages and make a phone call to the on-call…

New in Rulemanager: Support for Multiple email addresses for a contact or employee

October 5, 2011 Earlier this summer I blogged some thoughts around multiple email addresses for a contact or employee. I wanted to throw out a little update about how we’re addressing this. We’re addressing this in two ways – via Rulemanager, and via DovetailAgent. I’ll cover the DovetailAgent changes in a future post. Rulemanager We’ve modified Dovetail Rulemanager so that it supports multiple email addresses in a single email field. This could be on the employee or on the contact’s email field. The email addresses can be separated by a comma, semicolon, or a space. Lets see it in action I’ve created a new employee with the ever-so-descriptive name of “Multiple Emails” This employee has two SMTP addresses in the one email address field: If I have a business rule that notifies this employee, I can see that the notification gets sent to…

Include a URL to the case in outgoing emails

July 14, 2011 I’ve blogged in the past about how to customize your outgoing emails in Clarify/Dovetail, including using rule properties. Using this same technique, we can include a URL back to the case automatically. For example, if you’re using a SelfService type application, such as Dovetail SelfService, or Clarify eSupport or WebSupport, we can include a URL back to the case so customers can easily get back to the case, where they can review it, add notes, view the status, etc. 1. Export the existing Template form the database You’ll need a directive file for the template. Here’s one: http://www.clarifytoolbox.com/code/directive-file-sendemailaboutobj-comtmplte Export it using ArchiveManager (DIET) or dataex: diet -user_name USERNAME -password PASSWORD -db_server SERVER -db_name DATABASE -archive -export sendemailaboutobj.dat -dir email_com_template.dir 2. Edit the Template All we need to do is modify the template, include the URL that we want, and use…

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…

Commitment warnings and escalations – only by email?

November 27, 2007 It seems like Rulemanager sends all commitment notifications (warnings and escalations) via email.It does not seem to honor the notification preferences of the user (Pager, Notifier, etc.).Is this true?If so, is there a way to have commitment notifications honor the user’s notification preferences?