Dovetail Software Blogs

We publish our knowledgebase articles online: http://www.dovetailsoftware.com/resources/knowledgeBase.aspx. We use the Dovetail SDK to query the solutions in our Clarify/Dovetail database and build the HTML pages. In addition, we have a page that lists the latest 20 articles: ...

Many customers use hierarchical (multi-level) drop-down lists in their Clarify/Dovetail implementations. So, when one level of a select list changes, the down-level lists change as well. Clarify allows up 5 levels for a list. As an example, in baseline Clarify, there's a list titled CR_DESC that is a three level list for CPU, Operating System, ...

One of the common tasks for a support/call center manager is making sure the team is living up to its service level agreements (SLAs). Pretty much every customer I've ever dealt with has different SLAs. As you can imagine, there's a zillion ways for companies to setup and track their SLAs. Example SLAs: All cases must be responded to within ...

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 ...

I banged my head against this for a while today, so I figured a post was in order. I was writing a PowerShell script to re-create a customer scenario today, and I needed to enable debug level logging. I was building the config on the fly, such as this: $config = new-object -typename ...

Years ago, if I wanted to ''script'' Clarify, I would use UNIX shell scripts, including UNIX mini languages such as sed and awk, that would create dat files that could be imported with dataex. When ClearBasic was introduced, we also got cbbatch, which was a command line interpreter for ClearBasic, so we could script Clarify using CB. When we ...