Rulemanager is a key part of the Clarify/Dovetail system that processes events and uses configurable business rules to respond. It responds to both hard-coded and configurable events using rules composed of events, conditions, and actions. Common actions include notifying users or executing commands. Notifications can be sent to individuals, groups, or based on notification preferences. Command line actions allow calling APIs, scripts, or taking other automated actions. The system is highly extensible and configurable through the user interface.

1. RulemanagerandBusiness RulesJoin the conversation:http://backnoise.com/?rulemanager

2. BackChannelJoin the conversation:http://backnoise.com/?rulemanager

3. MeGary Sherman, Clarify

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…