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WebHooks in Clarify/Dovetail
What is a WebHook? From the WebHooks wiki : The concept of a WebHook is simple. A WebHook is an HTTP callback: an HTTP POST that occurs when something happens; a simple event-notification via HTTP POST. A web application implementing WebHooks will POST Read More...
Creating Bug-Free software
I've heard some rumblings of late about software companies claiming that they have bug-free software, while behind the scenes they are simply closing bugs that have been opened without actually fixing them. Well, this is certainly a much easier way to Read More...
SMS notifications and alerts
Notifications and escalations generated by Rulemanager are an integral component of the Clarify/Dovetail system. Traditionally, email and in-application notifications are the most common notification delivery mechanisms. Digital pagers were popular years Read More...
How to notify additional people when a commitment expires
I was talking to a customer today, and they asked me about how to notify additional people when a commitment expires. For example, if a support agent makes a commitment to call the customer back at 4:00, but the agent goes home, we want to notify others Read More...
Notify the case owner when someone else logs a note to their case
In a previous post, we learned how to use a variable on either side of a business rule condition . Now, we'll create a business rule that uses this type of condition. User Story We'll start with a story: As a case owner, I want to be notified when someone Read More...
Using variables on both sides of a business rule condition
Most people know that you can use a variable on the left side of a business rule condition, such as: Case Type = New Employee The left side of the condition, "Case Type", is actually a business rule property that gets evaluated at runtime. The Read More...
Having Rulemanager send SMS notifications via Twitter
Kevin had an earlier post discussing how Rulemanager could fire a script that would notify all queue members via Twitter when a case is dispatched to a queue. The script took the queue name as an input, queried the database for the queue members, and Read More...
Having a voicemail create a case in our Dovetail/Clarify system
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 Read More...
More Campfire Integration
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 Read More...
My favorite business rule
I like it when customers log notes to their cases by the web using Dovetail SelfService . I *really* like it when customers close their own cases by the web. How do I know when this happens? By a business rule, of course. Object Type: Case Rule Name/Description: Read More...
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