November 14, 2016
I recently posted about how to Query Anything with Dovetail Agent. Specifically I showed how to setup a custom query for part inventory.In this post, we’ll look at creating a specialized flavor of a existing query.We have built-in query capabilities for work items (including cases), but instead, lets walk-through an example of allowing for querying on case activities.For example, show me how many cases were dispatched to the benefits queue in the last 90 days.For case activities, we’ll need to query the activity log (table_act_entry). In general, I discourage querying against this table using your online production database, as it’s typically the biggest table in the database, and queries against this table can adversely affect performance for everyone using the system. But, depending on your particular use case, your database, database size, database tuning, etc – this may be ok.You…
November 18, 2016
Adding customizations in Dovetail Agent, as of version 13, incorporates numerous changes that make the application easier to customize and extend.Stepping through a simple example will demonstrate how those changes make it easy to add a customization. OverviewThis example shows a customization to enhance the console, adding some eye-catching color for Cases that have a severity level that needs attention. If a Case has a Medium severity, the row should be pink, orange for a High severity Case, and if a Case severity is Urgent, then make the row red.By default, all rows in the console have a white background, so adding some colors will make those cases stand out. Cases with severity levels below Medium will still have the white background. RoadmapTo accomplish this customization, the Cases with raised severity shown in the Case grid on the console need to have…