Tag: workflow

Simplify and Reduce your Auto-Destination Rules using printf

September 13, 2016 Photo by @benchaccounting When setting up your auto-destination rules, it’s easy to end up with rule bloat, sometimes due to no fault of your own. Due to business requirements, you may end with a lot of rules, which end up making it difficult to manage all of them. For example, we may have auto-dest (routing) rules that dispatch a case to a queue based on its case type and the country of the reporting site/contact. If the contact is in the USA, and it’s a Payroll case, send it to the USA_Payroll queue. If the contact is in the USA, and it’s a Benefits case, send it to the USA_Benefits queue. If the contact is in France, and it’s a Payroll case, send it to the France_Payroll queue. If the contact is in France, and it’s a Benefits case,…

Understanding Change Request Workflows and Transitions

September 12, 2016 Dovetail Agent includes support for Change Requests. Recall that a change request is a task you create in response to a reported software bug, hardware defect, or enhancement request. As Change Requests are worked, they follow a workflow process. We use Statuses and Transitions to define the process, and define who can move the Change Request through its workflow steps. Technically, Cases also support a workflow and defined transition. It’s just a very simple one. We can use Cases as a simple example before moving on to the more robust workflow options with Change Requests. Case Workflows Cases have just 2 conditions: Open, and Closed. A case can move from Open to Closed, and from Closed to Open. Within each of those conditions, there are also a set of allowable statuses. For example: Open status options may be: Researching,…

Task Manager trick: Properties with static text and a case property

June 17, 2016 With Dovetail Task Manager, a Task will define the properties that get set when the task is executed. Set a Property to a Static Text ValueFor example, I can have a task that creates a subcase, and I can set it up so that the subcase title will be set to Do something awesome!The task property setup would look like:So when the subcase is created, its title will be Do something awesome! Set a Property to the Same Value as a Case PropertyAlternatively, instead of setting a property to a static text value, we can set it to be the same as a case property.For example, we can set the subcase title to be the same as the case title, as shown here:So when the subcase is created, its title will be the same as whatever the case title is. Dynamic Property NotationWhen…

Closing a number of cases at once

June 5, 2015 Occasionally we get requests about closing a bunch of cases at once. Some people refer to it as a “mass case closing”, others use the term “batch case close”. Whatever you call it, it’s easy to do in Dovetail Agent. This request comes up when a bunch of test cases get created, or if a customer goes out of support, or a bad email loop creates cases by mistake, or a myriad of other reasons. Find the cases you want to close First step - create a query for the cases you want to close. I want open cases created in the last 365 days with the word “test” in the title. So, I created a query with 4 filters: Condition Starts with Open Item Type Is Equal To case Created within last (days) 365 Title Contains test Run the…

Using task sets beyond task manager

April 22, 2015 Task Manager Task Manager is an optional Clarify module that allows subcases and action items to be automatically created when a task set is selected from a case. Task Manager and the Clarify Classic Client Within the Clarify Classic Client, this process is started by clicking the Jobs button on a case, and then selecting a Task Set to be executed. The Clarify Client then evaluates the task set and creates the subcases and action items as needed. Task Manager and Dovetail Agent Within Dovetail Agent, this process is started by choosing the Workflow - Run Task Set menu item on a case, and then selecting a Task Set to be executed. User's must have the Task Manager privilege in order to see this menu item. Dovetail Agent itself does not evaluate the task set and create subcases. Instead, Dovetail…

How To: Close a case when all of its subcases are closed

August 5, 2013 I got a question today about how to close a case when all of its subcases are closed. You could certainly add code to your application (such as the Clarify Client or Dovetail Agent), but to me, this sounds like more workflow automation, and we can do that with business rules. Plus, if you use multiple client applications (lets say the Clarify Client and Dovetail Mobile) – you don’t want to have to customize each of those apps. To accomplish this task, we’ll create a business rule that fires when a subcase is closed. If all of its sibling subcases are also closed, then we can close the case. First wrinkle: How do we know when all of a subcase’s siblings are also closed? One way to do it is to look at all of…

Auto-closing a case workflow

January 6, 2011 A colleague asked me recently about an email he had received from the support department of one of our vendors. It looked something like: Hello, Anne Teak, A few days ago, our support staff has replied your inquiry at: http://www.some.vendor.com/helpdesk/view-thread.aspx?thread=735746 Since then, we have not received any response back from you, and would like to know if you consider this issue to be closed. If you have any further questions, please use the link above to post them. This issue will be automatically closed out in a few days if you choose not to respond. To access this discussion thread, navigate to the following link: http://www.some.vendor.com/helpdesk/view-thread.aspx?thread=735746 Sincerely yours, Some.Vendor Team The gist of the process is that if a customer hasn’t responded after a certain period of time, then we…

Initial Response

August 26, 2010 When working cases in Clarify / Dovetail, an option available to agents is Initial Response. Initial Response allows an agent to mark that the initial response to a customer has occurred. True to its name, an Initial Response can only occur once in the history of a case. This Initial Response operation can be performed on either the Log Phone call or Log Email forms. Initial Response button in the User Interfaces Phone Log form in the Clarify Classic Client: Email Log form in the Clarify Classic Client: Phone Log form in DovetailAgent: Email Log form in DovetailAgent: Activity Log When the Initial Response action occurs, it is logged to the case activity log: Time Bomb When the Initial Response action occurs, a time bomb is created. Once we…

Developer Walkthrough – Workflow Event Handling

September 17, 2009 Dovetail SDK is a software development kit for writing applications, using .NET, to access Clarify™ databases. One of the more common requirements for objects created for Clarify is performing workflow operations on those objects, such as assigning cases or dispatching change requests. Dovetail SDK provides a powerful set of tools to make workflow operations easy to implement. This guide explains how to get started. Using WorkflowManager for Workflow Actions Dovetail SDK supports the following Workflow Methods for Queueable Objects in Clarify with the WorkflowManager object:AcceptAssignDispatchForwardMoveRejectYankChangeStatusQueueable Object Types that are currently supported:CASE, SUBCASE, DEMAND_DTL, TASK, OPPORTUNITY, CONTRACT, BUG, PROBDESC, DIALOGUEAll of these methods follow the same basic model for parameters. For example, the Dispatch method takesid number of the object being dispatchedtype of object being dispatchedqueue that the object is being dispatched totime that the dispatch occurredlogin name of the user performing the…

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