![Notification MessageRE: [Object Type] [Object ID] Dispatched[Object Type] [Object ID] has been dispatched to queue [Current Queue]. Customer: [Contact First Name] [Contact Last Name] at [Site Name]The priority is [Priority] and the customer severity is [Severity]. Please take appropriate action.http://server/agentlite/Cases/Summary/[Object ID]](https://image.slidesharecdn.com/rulemanager-100708125135-phpapp01/85/Rulemanager-And-Business-Rules-18-320.jpg)
Rulemanager And Business Rules
- 1. RulemanagerandBusiness RulesJoin the conversation:http://backnoise.com/?rulemanager
- 4. What is Rulemanager?Server ProcessProcesses Events that happen in the systemI think it’s one of the most important pieces of the system
- 5. Events?Almost everything that happens in the system raises an event.It simply means that something happenedA case is created, dispatched, closedA contact is createdNotes are loggedAn email is sentetc.
- 6. What does Rulemanager do?Rulemanager responds to eventsRules are used to tell Rulemanager how to respondSome are hard-codedMost are configurable (Business Rules)
- 7. Hard-coded eventsLog Email event causes the email to be sentCommitment warningsCommitment expirationsReports (deprecated)Trends (deprecated)
- 8. What is a Business Rule?A business rule is a set of events, conditions, and actions
- 9. Events, Conditions, and Actions, oh my!Event: A case is dispatched to a queueCondition: Case Priority = HighAction: Notify the queue members
- 10. Hey Ma! Look! No conditions! Weee!Event: A case is assigned to a userCondition: Action: Notify the assignee that a case has been assigned to him
- 11. Start and Stop Events; Repeating ActionsStartEvent: A case is dispatched to a queueStopEvent: Case is accepted from the queueCondition: Action: Notify the queue members immediately. Repeat every 2 hours.
- 12. EscalationsStart Event: A case is dispatched to a queueStop Event: Case is accepted from the queueCondition: Action 1: Notify the queue members immediately. Repeat every 2 hours.Action 2:Notify the queue supervisor after 4 hours. Repeat every 1 hour.Action 3:Notify the CEO after 8 hours.
- 13. Support Business HoursEvent: A case is dispatched to a queueCondition: Action: Notify the queue members using support business hoursDovetail Support Business Hours: M-F 9-5 Central
- 14. Customer Business HoursEvent: A case is dispatched to a queueCondition: Action: Notify the queue members using customer business hoursBusiness Hours for Rock Bottom Industries: M-Sat 7-7 Eastern
- 15. Business HoursDovetail Support Business Hours: M-Fri 9-5 CentralRock Bottom Business Hours: M-Sat 7-7 EasternCase is dispatched to queue: Friday 7:00 PM CentralWhen do the queue members get notified?If using Elapsed Time: Friday at 7:00 PM CentralIf using Support Business Hours: Monday 9:00 AM CentralIf using Customer Business Hours: Saturday at 6:00 AM Central (7:00 AM Eastern)
- 16. Negative TimesEvent: A contract is createdCondition: Action: Notify the contract administrator 30 days before the contract expires
- 17. Notification MessageRE: Case 142 DispatchedCase 142 has been dispatched to queue Support. Customer: Mark Donahue at Rock Bottom IndustriesThe priority is Medium and the customer severity is Low. Please take appropriate action.http://server/agentlite/Cases/Summary/142
- 18. Notification MessageRE: [Object Type] [Object ID] Dispatched[Object Type] [Object ID] has been dispatched to queue [Current Queue]. Customer: [Contact First Name] [Contact Last Name] at [Site Name]The priority is [Priority] and the customer severity is [Severity]. Please take appropriate action.http://server/agentlite/Cases/Summary/[Object ID]
- 19. What can a business rule action do?Only 2* things:Notify peopleExecute a command line* Maybe 3 (Run Service)
- 20. NotificationsWhoIndividual, specific users (fred)User (the case owner)Group of users (queue members)WhenImmediately, In 4 hours, In 30 days, etc. Whatnotification messageHowBased on the user’s notification preferences
- 21. Notification PreferencesBaseline:EmailNotifierNoneForward to my SupervisorCustom:Pager
- 22. SMS
- 23. Phone Call
- 24. Twitter
- 25. IMCommand Line ActionsDOS .BAT filePowerShell scriptShell script (UNIX)Executableetc.
- 26. Command Line ActionsCall an APIIf a case is more than 7 days old, change its priority to HighClose a case 7 days after its status is set to “Auto-Close”If a New Employee case is created, create 3 subcases (phone, computer, network access) and dispatch themCall a 3rd party API
- 27. Command Line ActionsMake a web service requestCreate a new tweet in TwitterPost a message to team chat (i.e. Campfire)Have Twilio make a phone callCreate an opportunity in SFDCPublish to an activity stream in SocialCastetc.
- 28. Command Line ActionsSend a message to Dovetail Carrier so it cansend an outgoing dialogue emailsend a survey to a customertrack a trendetc.
- 29. ExtensibilityCreate your own rulesCreate your own propertiescontact’s eye color site’s regionCreate your own eventsCreate WidgetChange Customer’s expertise levelChange Case PriorityCreate your own command line actions
- 30. ConfigurationAdministered via UI within eitherClarify Classic ClientDovetail AdminCan administer rules and rule properties
- 31. Dovetail vs. Amdocs RulemanagerDovetail Rulemanager was designed to be a plug-and-play replacement for Amdocs RulemanagerWe’ve dropped a few features that no one really usesFeature-by-feature Comparison is in the docArchitecture/Platform differences
- 32. Enough slides! Lets see some action…
- 33. SummaryRulemanager is an important part of the Clarify/Dovetail systemI believe those that are not using it (or not using it to full potential) are missing out on a huge opportunity to make their system rock
- 35. Next Session: Advanced Business RulesUnderstanding Rule Properties and aliasesCreating your own rule propertiesFiring rules based on custom eventsAdditional Notification PreferencesRule PropertiesTime BombsTips & Tricks…When: Thursday, July 22, 2010 11:00 AM - 12:00 PM CDTRegistration link is on dovetailsoftware.com and on my blog.
Editor's Notes
- #3: http://bit.ly/rulemanager Twitter hashtag: #rulemanagerTweets using that hashtag will also show up in the backnoise chat
- #4: I am the VP of productsWorking in Clarify for 15 years2 years as a customer, 4 years at Clarify as a Principal Consultant, 9 years here at DovetailI love sharing my knowledge of all things ClarifyMy blog at dovetailsoftware.comI actively participate in the Clarify forum on IT Toolbox
- #12: Start and stop eventsRepeating actions
- #13: escalations
- #21: Can have different notifications prefs for during/after hours, and based on urgency of the notification
- #28: Windows only
- #30: Windows only
- #31: I will be posting these slides on my blog, so you can get them there.
- #32: Register here: https://www1.gotomeeting.com/register/902787625