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Tag: Rule Manager

Introducing Custom Function-based Rule Properties

December 20, 2016   Rule Properties Rule properties are used in a number of places throughout the Dovetail suite, including: Business Rule Conditions Business Rule Action Messages Canned Response Variables Task Manager Properties Email Log Templates Traditionally, a rule property would traverse a path through the schema, starting from the base object, and ending at a column. For example, the Contact First Name property for a case would use the path case_reporter2contact:first_name. However, there are instances where a path cannot be traversed, or where a calculation needs to be made.   Counts For example, you may wish to fire a business rule only if all of the subcases on a case have been closed. So your two business rule conditions would be: Number of Subcases is greater than zero Number of Open Subcases is equal to zero Or, you may wish to fire…

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…

Case Aging, including “pauses”

October 7, 2011 Over the years of working with Clarify, I’ve seen a request come up a few times for calculating case aging, including “pauses”.   It’s easy to calculate a total case age. For open cases, it’s the difference between now and the time the case was opened. For closed cases, it’s the difference between case open time and case close time.   But what about the workflows where a case can be paused? For example, the customer may go on vacation, or any other myriad of reasons where we want to pause the clock on the case.   The common approach to this from an application standpoint is to have a new case Status value of Paused (or something similar), so that we simply change the status to Paused to pause the case, and then change it to something else to…

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…

Clarify Rule Manager: The Final Answer

Static image October 16, 2007 Clarify Rule Manager, and Dovetail RuleManager, are the all-important modules that manage the business rules such as when to escalate an open case to the next level of response. Being able to work with Rule Manager is crucial of course, and questions arise from time to time.   One conversation about Rule Manager and Time Bombs in the ITtoolbox forums lasted for six years. Started in August 2000 with a question about time bomb errors, the thread finally ended (or so it seems) last year, when Dovetail Software, experts in the Clarify install, supplied the last word.   “When a rule changes via the Clarify classic client, Clarify creates a timebomb with the title of the rule and the flag of 131076 (0×20004). No other information on the timebomb are relevant (relations are all null, the times are the zero time, etc.).…