Rulemanager And Business Rules


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An overview of rulemanager and business rules

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  • Twitter hashtag: #rulemanagerTweets using that hashtag will also show up in the backnoise chat
  • 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
  • Start and stop eventsRepeating actions
  • escalations
  • Can have different notifications prefs for during/after hours, and based on urgency of the notification
  • Windows only
  • Windows only
  • I will be posting these slides on my blog, so you can get them there.
  • Register here:
  • Rulemanager And Business Rules

    1. 1. RulemanagerandBusiness Rules<br />Join the conversation:<br />
    2. 2. BackChannel<br />Join the conversation:<br /><br />
    3. 3. Me<br />Gary Sherman, Clarify<br />
    4. 4. What is Rulemanager?<br />Server Process<br />Processes Events that happen in the system<br />I think it’s one of the most important pieces of the system<br />
    5. 5. Events?<br />Almost everything that happens in the system raises an event.<br />It simply means that something happened<br />A case is created, dispatched, closed<br />A contact is created<br />Notes are logged<br />An email is sent<br />etc.<br />
    6. 6. What does Rulemanager do?<br />Rulemanager responds to events<br />Rules are used to tell Rulemanager how to respond<br />Some are hard-coded<br />Most are configurable (Business Rules)<br />
    7. 7. Hard-coded events<br />Log Email event causes the email to be sent<br />Commitment warnings<br />Commitment expirations<br />Reports (deprecated)<br />Trends (deprecated)<br />
    8. 8. What is a Business Rule?<br />A business rule is a set of events, conditions, and actions<br />
    9. 9. Events, Conditions, and Actions, oh my!<br />Event: A case is dispatched to a queue<br />Condition: Case Priority = High<br />Action: Notify the queue members<br />
    10. 10. Hey Ma! Look! No conditions! Weee!<br />Event: A case is assigned to a user<br />Condition: <br />Action: Notify the assignee that a case has been assigned to him<br />
    11. 11. Start and Stop Events; Repeating Actions<br />StartEvent: A case is dispatched to a queue<br />StopEvent: Case is accepted from the queue<br />Condition: <br />Action: Notify the queue members immediately. <br />Repeat every 2 hours.<br />
    12. 12. Escalations<br />Start Event: A case is dispatched to a queue<br />Stop Event: Case is accepted from the queue<br />Condition: <br />Action 1: Notify the queue members immediately. Repeat every 2 hours.<br />Action 2:Notify the queue supervisor after 4 hours. Repeat every 1 hour.<br />Action 3:Notify the CEO after 8 hours.<br />
    13. 13. Support Business Hours<br />Event: A case is dispatched to a queue<br />Condition: <br />Action: Notify the queue members using support business hours<br />Dovetail Support Business Hours: M-F 9-5 Central<br />
    14. 14. Customer Business Hours<br />Event: A case is dispatched to a queue<br />Condition: <br />Action: Notify the queue members using customer business hours<br />Business Hours for Rock Bottom Industries: <br />M-Sat 7-7 Eastern<br />
    15. 15. Business Hours<br />Dovetail Support Business Hours: M-Fri 9-5 Central<br />Rock Bottom Business Hours: M-Sat 7-7 Eastern<br />Case is dispatched to queue: Friday 7:00 PM Central<br />When do the queue members get notified?<br />If using Elapsed Time: <br /> Friday at 7:00 PM Central<br />If using Support Business Hours: <br /> Monday 9:00 AM Central<br />If using Customer Business Hours:<br /> Saturday at 6:00 AM Central (7:00 AM Eastern)<br />
    16. 16. Negative Times<br />Event: A contract is created<br />Condition: <br />Action: Notify the contract administrator 30 days before the contract expires<br />
    17. 17. Notification Message<br />RE: Case 142 Dispatched<br />Case 142 has been dispatched to queue Support. <br />Customer: Mark Donahue at Rock Bottom Industries<br />The priority is Medium and the customer severity is Low. Please take appropriate action.<br />http://server/agentlite/Cases/Summary/142<br />
    18. 18. Notification Message<br />RE: [Object Type] [Object ID] Dispatched<br />[Object Type] [Object ID] has been dispatched to queue [Current Queue]. <br />Customer: [Contact First Name] [Contact Last Name] at [Site Name]<br />The priority is [Priority] and the customer severity is [Severity]. Please take appropriate action.<br />http://server/agentlite/Cases/Summary/[Object ID]<br />
    19. 19. What can a business rule action do?<br />Only 2* things:<br />Notify people<br />Execute a command line<br />* Maybe 3 (Run Service)<br />
    20. 20. Notifications<br />Who<br />Individual, specific users (fred)<br />User (the case owner)<br />Group of users (queue members)<br />When<br />Immediately, In 4 hours, In 30 days, etc. <br />What<br />notification message<br />How<br />Based on the user’s notification preferences<br />
    21. 21. Notification Preferences<br />Baseline:<br />Email<br />Notifier<br />None<br />Forward to my Supervisor<br />Custom:<br /><ul><li>Pager
    22. 22. SMS
    23. 23. Phone Call
    24. 24. Twitter
    25. 25. IM</li></li></ul><li>Command Line Actions<br />DOS .BAT file<br />PowerShell script<br />Shell script (UNIX)<br />Executable<br />etc.<br />
    26. 26. Command Line Actions<br />Call an API<br />If a case is more than 7 days old, change its priority to High<br />Close a case 7 days after its status is set to “Auto-Close”<br />If a New Employee case is created, create 3 subcases (phone, computer, network access) and dispatch them<br />Call a 3rd party API<br />
    27. 27. Command Line Actions<br />Make a web service request<br />Create a new tweet in Twitter<br />Post a message to team chat (i.e. Campfire)<br />Have Twilio make a phone call<br />Create an opportunity in SFDC<br />Publish to an activity stream in SocialCast<br />etc.<br />
    28. 28. Command Line Actions<br />Send a message to Dovetail Carrier so it can<br />send an outgoing dialogue email<br />send a survey to a customer<br />track a trend<br />etc.<br />
    29. 29. Extensibility<br />Create your own rules<br />Create your own properties<br />contact’s eye color <br />site’s region<br />Create your own events<br />Create Widget<br />Change Customer’s expertise level<br />Change Case Priority<br />Create your own command line actions<br />
    30. 30. Configuration<br />Administered via UI within either<br />Clarify Classic Client<br />Dovetail Admin<br />Can administer rules and rule properties<br />
    31. 31. Dovetail vs. Amdocs Rulemanager<br />Dovetail Rulemanager was designed to be a plug-and-play replacement for Amdocs Rulemanager<br />We’ve dropped a few features that no one really uses<br />Feature-by-feature Comparison is in the doc<br />Architecture/Platform differences<br />
    32. 32. Enough slides!<br /> Lets see some action…<br />
    33. 33. Summary<br />Rulemanager is an important part of the Clarify/Dovetail system<br />I 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<br />
    34. 34. Learn More<br />Wiki:<br />Blogs:<br />Knowledgebase Articles:<br />
    35. 35. Next Session: Advanced Business Rules<br />Understanding Rule Properties and aliases<br />Creating your own rule properties<br />Firing rules based on custom events<br />Additional Notification Preferences<br />Rule Properties<br />Time Bombs<br />Tips & Tricks<br />…<br />When: Thursday, July 22, 2010 11:00 AM - 12:00 PM CDT<br />Registration link is on and on my blog.<br />
    36. 36. Questions, Comments, Queries?<br />