This document discusses advanced features of Rulemanager including custom notification methods, user-defined business rule events, adding new object types to business rules, adding event creation times, adding custom calendars, and troubleshooting common issues with rules not firing properly. It provides instructions on how to configure these features and links to external wiki pages with more detailed information.

1. Advanced Rulemanager &Business Rules(Part 2) Join the conversation:http://backnoise.com/?rulemanager

2. BackChannel Join the conversation: http://backnoise.com/?rulemanager

3. Me Gary Sherman, Clarify

4. Previously, on Days of Our Lives… Intro to Rulemanager and Business Rules Advanced Business Rules (Part 1) Both presentations are available on the Rulemanager wiki: http://rulemanager.wikispaces.com

5. Custom Notification methodS

6. Baseline notification methods Email Notifier Tone Pager Digital Pager Text Pager None Forward to my Supervisor

7. 1990 called and wants their pagers back Email Notifier Tone Pager Digital Pager Text Pager None Forward to my Supervisor

8. 1990 called and wants their pagers back Rulemanager uses an external app to send pages This means we can take over that method And we can do whatever we want!

9. Paging Application Configuration Clarify Rulemanager: SvcConfig.exe (Windows) Rulemansvc.env (UNIX) Dovetail Rulemanager: <add key="NotificationConfig.PagerApplicationPath" value=“c:ypager.bat" />

10. Paging Application {paging application} -p <pager_type> -t <employees pager number> -m <message to be sent> -e <employees email address> pager_clerk.exe -p SKY_WORD -t 512-123-4567 -m “This is a message” -e “gary@dovetailsoftware.com”

11. Paging Application {paging application} -p <pager_type> -t <employees pager number> -m <message to be sent> -e <employees email address> pager types:text pager: SKY_WORD digital pager: DIGITAL tone pager: SKY_PAGER

12. My Paging Application DOS batch file Powershell script UNIX shell script Java or .NET executable cbbatch script Javascript script Ruby script

13. My Paging Application Send an SMS message Send an email to a user’s mobile device (email to SMS gateway) Make a phone (voice) call Send a direct Twitter message Send an Instant Message Send a message to a beeper (in case you’re still stuck in 1990) Third party APIs and services make this easy

14. Additional Nicety – Modify the UI

15. Which Message? Tip If sending to a text pager, then the full message is used. If sending to a tone or digital pager, then the abbreviated message is used.

16. Custom Notification Methods There are a couple of examples on the rulemanager wiki http://rulemanager.wikispaces.com

17. Lets see this in action…

18. CUSTOM BUSINESS Rule EVENTS

19. Example Fire a business rule when the Priority of a Case is changed

20. Custom Events

21. User-Defined Business Rule Events Steps Add your event to the business rule GUI Create a business rule for your event Optional: Create an act_entry for your event Create time bomb for your event

22. Add your event to the business rule GUI

23. Add your event to the business rule GUI

24. Create a business rule for your event Object: Case Event: Change Priority Condition: Action: Notify someone

25. Create time bomb (ClearBasic) dim TimeBombRecord as New Record dim TimeBombSave as New BulkSave TimeBombRecord.RecordType = "time_bomb" TimeBombRecord.SetField "focus_lowid", caseRecord.GetField("objid") TimeBombRecord.SetField "focus_type", 0 TimeBombRecord.SetField "escalate_time", "1/1/1753 " TimeBombRecord.SetField "end_time", App.CurrentDate TimeBombRecord.SetField "flags", 65601538 ‘Optional field TimeBombRecord.SetField "time_period", actRecord.GetField("objid") TimeBombSave.InsertRecordTimeBombRecord TimeBombSave.RelateRecordsToIdTimeBombRecord, "employee", _ App.EmployeeObjid, "cmit_creator2employee" TimeBombSave.Save

26. Time Bomb Flags flags = (n * 65536) + 2 for our example of event id 1001: (1001 * 65536) + 2 = 65601538

27. User-Defined Events The User-Defined Business Rule Events document on the rulemanager wiki has all the gory details that I just covered. http://rulemanager.wikispaces.com

28. Lets see this in action…

29. Additional Customizations

30. Adding new object types to Biz Rules For example, create business rules for your custom object, such as widget license_key build

31. Adding new object types to Biz Rules

32. Adding new object types to Biz Rules Customize the Business Rules form (472) Add a new entry to the Object Type List Add your custom events to the event List Add your custom rule properties Add your custom recipient aliases Create your business rule Create your custom time bomb

33. Adding new object types to Biz Rules Refer to the Adding new Object Types to Business Rules document on the rulemanager wiki: http://rulemanager.wikispaces.com

34. Adding Event Creation Times Examples: Fire an action -30 days fromcontract expiration date Fire an action -30 days fromlicense key expiration date Fire an action 180 days froma site’s last onsite visit date

35. Adding Event Creation Times

36. Adding Event Creation Times Customize the Business Rule Action Form (474), adding a new entry to the List Add a Property Name Object for this new Event Creation (@USERTIME150)

37. Adding Event Creation Times The User-Defined Business Rule Event Creation Times document on the rulemanager wiki has all the details. http://rulemanager.wikispaces.com

38. Adding Custom Calendars For example, fire a rule based on the business hours of a queue

39. Adding Custom Calendars

40. Adding Custom Calendars Edit the Business Rule Actions form (474) Add your new business calendar to the List Create a new rule property for the path to find the new business calendar entry Create a new rule property for the time zone for the calendar

41. Adding Custom Calendars The creating user-defined calendars page on the rulemanager wiki has all the details. http://rulemanager.wikispaces.com

42. Time Bombs

43. What the heck is a Time Bomb? A time bomb is the mechanism used to tell Rulemanager that something happened in the system

44. What the heck is a Time Bomb? A time bomb is simply a row inserted into the time_bomb table

45. Different kinds of Time Bombs Rule Scheduling Time Bomb Indicates an end-user event, such as Case Create Rule Time Bomb Reflect the upcoming action of a business rule Message Time Bomb Internal communication to rulemanager, such as telling it to re-cache information

46. Time Bomb Flow An event happens in the system (such as case is created) A new time bomb is created Rulemanager looks at all of the business rules in the system, to see if this event matches to any business rules If a start event matches, then Rulemanager evaluates the rule conditions If all of the conditions match, then a new time bomb is created for the rule action (this may be now, or in the future) When this time bomb expires, then the business rule action is fired

47. Time Bomb Data The flags field indicates: which kind of time bomb it is What event occurred The escalate field says when this time bomb will “go off” Other data : objid of the “act_entry” for this event objid and type of focus object (case 268435457)

48. Time Bomb Data The Business Rule Time Bombs document on the rulemanager wiki has all the gory details http://rulemanager.wikispaces.com

49. troubleshooting

50. Common Issues Rules not firing at all Rules firing at wrong time Rules fire, but notifications are not set Bad Time Bombs

51. Troubleshooting Tip

52. Logging is your friend Clarify Rulemanager: set the Logging Level to Verbose make sure the admin email address is set Dovetail Rulemanager : set the logging level to DEBUG log warnings and errors to a separate log file send email to admin on errors

53. Rules fire, but notifications are not set Check: User’s email address User’s Notification Preferences User’s Business Hours User’s Site’s Business Hours

54. Bad Time Bomb A bad time bomb will have it’s expiration date set way in the future (1/1/2999) This allows you to diagnose it Typically caused by custom time bombs Review log file (search the logs for the time bomb’s objid) Review the data in the time_bomb record

55. Future shows

56. Future Sessions (under consideration) Performance Tuning of Rulemanager Monitoring cbbatch Your Ideas?

57. Learn More Wiki:http://rulemanager.wikispaces.com/

58. Questions, Comments, Queries? http://backnoise.com/?rulemanager