Gary Sherman
Gary Sherman

Gary Sherman

Chief Technology Officer, Vice President of Products
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Gary Sherman
March 26, 2014

With Dovetail Agent 5 and SelfService 2, we’re using Canopy for acceptance testing. We even ship our test suites with the app, so if you customize/extend the application, you can run the tests to be sure you didn’t break anything, and you can add in your own tests for any custom functionality.

So far, Canopy has proved itself to be the nicest web testing framework we’ve used – it’s simple and stable.

Scott Hansleman recently kicked out a nice blog post talking about canopy and the F# language. In it, he provides some links to playing with F# and a simple Canopy example. Great stuff!

So check out the tutorials that Scott links to, and then for our Dovetail Agent and SelfService customers – be sure to download the latest versions of those


Gary Sherman
March 4, 2014

We’ve done a lot of work recently to improve case (and subcase) history within Dovetail Agent 5.

It feels much cleaner, is easier to read, and just feels pleasant. Plus there’s some cool new features.

Here’s a few highlights.

 

history1

 

Avatars

Avatars for users, applications, and customers are shown.

Notice that there is an avatar for Annie (who is a employee/user), Scott (who is a contact), and for Dovetail SelfService (an application).

And the avatars are clickable links. If the avatar is for a user/employee, the link goes to the employee page. If it’s a contact, it goes to the contact page.

Reverse Chronological Order

Notice that the history shows the newest entries at the top, similar to many current


Gary Sherman
January 28, 2014

One of the modules within a Clarify system is Task Manager. In support environments, it’s typically used to automatically generate subcases. Task Manager can be kicked off by using the Jobs button on a case, or by having a business rule call the taskmgr executable.

A task definition defines the specifics of the object that is to be created (in this case, we’re talking about a subcase that gets created).

Out of the box, Clarify allows you to set the following subcase properties when a subcase is created via Task Manager:

title description required date priority status severity elapsed time

But, like most things in Clarify, we can setup additional properties.

Custom property – subcase type

For example, lets say we want to be able to set the subcase type. The valid subcase types are General and Administrative.

By


Gary Sherman
November 7, 2013

We use our Dovetail SelfService application for supporting our customers on a daily basis. It gives customers the power to access what they need, when they need it – quickly and easily.

Customers have access to:

knowledgebase product downloads product documentation license keys

And of course, they can interact with our support staff using cases:

create new cases update existing cases: add notes, upload files, change severity close cases reopen cases etc.

When a case is created via SelfService, customers pick the severity of the issue, such as:

Low – I’ve just got a question Medium – It’s minor and not significantly affecting production High – Production is heavily degraded Urgent – Production down

We use Rulemanager and business rules to notify our support staff. For Urgent cases, we send SMS messages and make a phone


Gary Sherman
November 4, 2013

A common request I hear from users is: How do I get solutions (knowledgebase articles) out of my WIPbins?

A Solution (in baseline Clarify/Dovetail) is always in an Open condition – meaning it’s always in a user’s WIPbin. But once I’m done creating/editing it – I don’t want to see it anymore. It just clutters up my workspace.

One very simple way to tackle this is to create a dummy Solution Librarian user. That way, a user can simply assign a solution to the Solution Librarian, and this takes it out of the user’s WIPbin.

solution

This is super easy to put in place, and allows user’s to keep their workspace tidy and clutter free. There are more complex options that involve


Gary Sherman
October 25, 2013

I’ve posted in the past about how to notify the case owner when someone else logs a note to their case. 

I find this especially useful when a customer does something in SelfService, or responds to an email that is processed by Dovetail Carrier.

For example, if a customer logs a note to a case in SelfService, I want to know. If a customer responds to an email, and is automatically logged to a case (via Dovatail Carrier), I want to know.

This post recaps information in the previous post, and adds some additional niceties to the notification message.

Notification Email

Here’s an example of a notification received via email:

email

 

The business rule

Object Type: Case
Rule Name/Description: Notify the


Gary Sherman
August 5, 2013

 

I got a question today about how to close a case when all of its subcases are closed.

 

You could certainly add code to your application (such as the Clarify Client or Dovetail Agent), but to me, this sounds like more workflow automation, and we can do that with business rules. Plus, if you use multiple client applications (lets say the Clarify Client and Dovetail Mobile) – you don’t want to have to customize each of those apps.

 

To accomplish this task, we’ll create a business rule that fires when a subcase is closed. If all of its sibling subcases are also closed, then we can close the case.

 

First wrinkle: How do we know when all of a subcase’s siblings are also closed?

 

One way to do it is to look at


Gary Sherman
July 8, 2013

 

I’ve been recently working with a couple of customers who were dropping database columns from their schema on Oracle, and the drops were taking a long time to complete.

 

In one instance, the customer estimated it would take 50 hours to drop a bunch of columns from their contact table.

 

In another, a customer observed that dropping two columns from table_site_part took over two hours. Dropping 3 columns from table_contact took over 1 hour.

 

These long execution times can disrupt normal operations – especially those environments with limited maintenance windows.

 

Dovetail’s schema editing tool (Schema Editor) and Amdocs schema editing tools (ddcomp, SchemaManager) all do the same basic operations when it comes to dropping columns. Basically they all do this: ALTER TABLE table_name DROP COLUMN column_name;

 

There’s a better way.

Set Unused

 

On


Gary Sherman
May 31, 2013

Within your Clarify / Dovetail schema, there’s a concept of an Optimized View. This is really an implicit feature of a view, but if you’re aware of it, and understand how they work, you can use it to your advantage.

 

An optimized view happens when you have a join to a table, but the only field that you’re including from the joined in table is the objid field, and the relation type from the main table to the joined table is a OTOP or MTO.

 

When these conditions are met, then the schema editing tools (ddcomp, SchemaManager, Dovetail SchemaEditor) will optimize the underlying view, meaning that it will not actually create a join to the table, but instead will simply use the column from the main table as part of the select clause.

 

That’s a bunch of


Gary Sherman
May 29, 2013

A few months ago, I demonstrated using a custom raplet with Rapportive and Gmail to bring Clarify / Dovetail information into the context of your email.

 

As I mentioned, I initially hacked together some code as a proof-of-concept.

 

I’ve cleaned up the code a bit, and have made it available on Github: https://github.com/gsherman/raplet

 

The code is freely available, although it does use the Dovetail SDK, so you do need an SDK license key.

 

I totally dig this integration. It’s not uncommon that I exchange emails directly with customers, and having additional case information right there in context is pretty sweet.

 

email

 

Hope you find this useful.

 

Rock on.


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