Dovetail Software Blogs

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 else logs a note to my case, so that I can be kept informed of any activity on my cases. ...

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 right side of the condition, "New Employee", is a string constant. Here's ...

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 then sent a direct Twitter message to each queue member. I liked what he did, and wanted to see ...

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 ...

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 ...

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: Notify the case owner when case is modified via the web. Start Events: Log ...

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: ...

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 ...

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 ...

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 ...