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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
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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
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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
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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
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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
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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:
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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
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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.
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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:
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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
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