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Tag: rulemanager

Creating A Twitter Integration

April 15, 2008 I have been doing some work using Twitter as a notification mechanism for case events taking place in Dovetail CRM. I also wanted to expose an API of sorts driven by Twitter direct messages which would allow support agents to work on cases via Twitter. I created a twitter account for Dovetail and went crazy. To the right is a screen shot of my favorite twitter client showing me being notified of a case created by a customer and accepting it via Twitter. This goal of this post is a brain dump what I have learned so far on my journey into Twitterland. Twitter? - what is this Twitter you speak of Twitter is a micro-blogging service on which you can post short messages called tweets. People usually post what they are up to, thinking about, and sadly what clothing…

Having a voicemail create a case in our Dovetail/Clarify system

March 7, 2008 We recently moved into new offices here at Dovetail, and with our new offices came a new phone system.One of the features of the phone system is that we can get an email whenever we get a voicemail. The email contains a WAV file of the actual voicemail recording. This allows us to easily be notified of, and receive voicemails, even when we're out of the office.The same rule applies to voicemails left on our support mailbox. So, if one of our customers calls our support line and leaves a voicemail message, we can get an email alerting us, along with the WAV file of the message.This is all well and good.But many of us are not on email all the time, and we have other notifications setup using Rulemanager, such as notifications to our mobile devices, and notifications via…

More Campfire Integration

February 13, 2008 Kevin Miller recently had a recent post talking about how we have notifications from our Clarify/Dovetail system show up in Campfire.   When a case is dispatched to our support queue, we get a notification in Campfire. That tends to be where we all "hang out", so its a perfect place for group notifications.   Kevin had another great idea today that we should also post a message when the case is accepted by someone, so that we know someone has picked it up and is working it.   A quick business rule:   Object Type: Case Rule Name/Description: Campfire notification upon case accept Start Event: Accept Cancel Events:  Conditions: [Current Owner Workgroup] = Support Action Title: Notify Campfire Action Type: Command Line  Start Action: 0 minutes From: Event Creation Using: Elapsed Time Repeat: Never Message:   c:\ruby\bin\ruby.exe C:\repo\DovetailAutomation\focus\campfire\classic-campfire.rb " [Object Type] [Object ID]  has been accepted by [Logger]. : http://www.dovetailsoftware.com/fcclient/console/console.asp?command=casebyid&param1=[Object ID] "…

How many time_bomb records do you generate per day?

January 15, 2008 Curious: on average,  how many time_bomb records does your Clarify system generate per day?  How can you determine  this?Assuming you're not using objid caching (which is the typical  scenario), simply take note of the current maximum objid in table_time_bomb.  Here is sample SQL for doing this: select max(objid) from  table_time_bomb Take note of the date and time. Then, simply run the same  query a day later, again taking note of the date and time. Subtract the two  objids, and that will tell you approximately how many time_bomb records have  been processed in that time period. 

Testing Business Rules

January 3, 2008 More and more I'm starting to pay attention to the discussions regarding DSLs (Domain Specific Languages). Specifically, I've been thinking about business rules as a sort of DSL. Scott Bellware and I have had many conversations about this. To me, how we define business rules is a good example of a Business DSL.   A simple business rule example: Object Type: Case Rule Name/Description: Notify all queue members upon dispatch Start Event: Dispatch Cancel Events: Accept Conditions: None Action Title: Notify Queue Members Who to Notify: Current Queue Members Start Action: 0 minutes From: Event Creation Using: Elapsed Time Repeat Every: 4 hours Repeat for: 999 days Message: [Object Type] [Object ID] has been dispatched to queue [Current Queue].     Ayende had a recent post that touched on keeping DSLs under source code control, and testing DSLs.   This got me to thinking about an issue we have in Clarify today.   If…

Auto-Destination Rules have nothing to do with RuleManager

December 11, 2007 A very common misconception is that RuleManager is responsible for evaluating Auto-Destination rules. Perhaps it's because both contain the word "rule". Not sure. Let's all say it together: Auto-Destination Rules have nothing to do with RuleManager. Nicely done. OK, now, let's explore auto-destination rules in more detail.What's an Auto-Destination Rule?An auto-destination rule is a mechanism for assisting in the routing of a workflow object  (such as a case) to the correct place.From the Clarify documentation:If your organization is large and uses many queues, auto-destination helps reduce the time a user spends searching for the right queue.Example (in plain English):When dispatching a case with a case type of New Employee, then the case should be routed to the New Employee queue.Example (in Clarify Syntax):OBJECT TYPE="rule", NAME="rule1" UNIQUE_FIELD = "title,operation"     FIELDS         title = "Case";         operation = "DISPATCH";         rule_text…

Are Queue Supervisors also Queue Members?

December 10, 2007   We've recently had a couple questions from customers in regards to queue members and supervisors. There is definitely some weirdness here, so hopefully this post will clear up a little confusion.   In Clarify, there are two relations from queue to user: queue2user, a ManyToMany relation, which is the users assigned to the queue queue_supvr2user, a ManyToMany relation, which is the users supervising the queue Queue Membership in the Clarify UI   In the Clarify Classic Client, when you add a user as a supervisor, you see the user listed only as a supervisor.   For example, here I just added the user "texas" as a supervisor of the WebSupport queue. Notice that he shows up in the Supervisors list, but not in the Members list. As expected. Notice there are only two queue members listed.   Queue Membership…

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?

Automatic Subcase Creation

November 14, 2007 While working with a customer this week, they asked about automatic subcase creation, similar to Clarify's Task Manager module.   For example, if a new case of type "New Employee" is created, then I want to automatically create 3 subcases: One subcase for setting up network accounts, dispatched to the network queue One subcase for ordering office furniture, dispatched to the furniture queue One subcase for ordering a new computer, dispatched to the hardware queue   This is easily accomplished with a business rule and a simple script. The script   A simple PowerShell script (my favorite new scripting environment) which takes 1 input parameter (a case id number), and then calls the CreateSubcase API that is part of the Dovetail SDK to create subcases and dispatch them to the appropriate queue.   $connectionString = "Data Source=moorea;Initial Catalog=dovetail;uid=gary;pwd=not4youris"; $databaseType =…

Migrate a business rule from one database to another

November 13, 2007 I was working with a customer today, and they mentioned that one task that is problematic for them is moving business rules from their test database into the production database. Currently, the business rule is manually created via the Clarify Client in the test instance, and then when its all working, it is then again manually re-entered into the production. Manual re-entry is a point of potential failure. The rule may have been perfect in test, but a simple typo when re-entering it in production can cause havoc.One solution to this issue is to archive the business rule using ArchiveManager or dataex from the test database, and then use ArchiveManager or dataex to import it into production.Business RuleFirst, I created a new business rule in my test system:Object Type:CaseRule Name/Description:New Employee RequestStart Event:DispatchCancel Events:NoneConditions:Case Type = New EmployeeAction Title:Create SubcasesMessage…