Dovetail Software Blogs

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. Nicely done. OK, now, let's explore auto-destination rules in more detail. What's an ...

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 ...

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 ...