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  • Clarify / Dovetail Activity Streams

    Ever since I heard about activity streams, I’ve been thinking about an activity stream out of our Clarify / Dovetail Customer Service system. I saw Chris Messina present about activity streams at SXSW 2010, and got even more jazzed. What are activity streams? From the activitystrea.ms wiki: ActivityStreams is a convenient and consistent way to ...
    Posted to Gary Sherman (Weblog) by gsherman on June 18, 2010

  • Migrating a case from Clarify into a Zendesk ticket

    I recently received a request asking how to migrate some data (specifically, cases) from Clarify into Zendesk. Seems the company is in the process of turning off Clarify and rolling out Zendesk.     It’s all about the APIs We provide a full set of APIs for Clarify within our Dovetail SDK, and Zendesk also provides a set of APIs. ...
    Posted to Gary Sherman (Weblog) by gsherman on September 21, 2009

  • More fun with Powershell

    I was recently working on porting some existing ClearBasic batch (cbbatch) scripts to PowerShell. I’ve blogged in the past about using our SDK with Powershell. For this particular project, I had multiple scripts to port, and I was looking to extract some common functions and utilities, so that they could be used between multiple scripts. ...
    Posted to Gary Sherman (Weblog) by gsherman on September 11, 2009

  • 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 create bug-free software that actually having disciplined engineering practices. We can do ...
    Posted to Gary Sherman (Weblog) by gsherman on June 4, 2009

  • Automatic Subcase Creation

    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 ...
    Posted to Gary Sherman (Weblog) by gsherman on November 14, 2007

  • Having RuleManager invoke command line scripts

    I've received a few questions on this recently, so I decided a post is in order. One of the features in Rulemanager (both the Clarify/Amdocs Rulemanager and the Dovetail Rulemanager) is the ability to have it invoke command line scripts/executables via a business rule action. For example: if a case has been in a status of ''waiting on ...
    Posted to Gary Sherman (Weblog) by gsherman on June 26, 2007