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. ...

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 ...

One of our customers posed an interesting problem to me this week. They have offices in different locations, in different time zones, with different business hours. The employees in these offices work on different hours from one another, meaning that while one group is working, another group is not working, and vice-versa. The issue comes in when ...

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 ...