Advanced business rules (part1)

Advanced Rulemanager &Business Rules

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BackChannel

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Gary Sherman, Clarify

RULE PROPERTIES

Rule Properties

Rule properties are used for:

• Variables Within Action Messages• Conditions• Recipients

Rule Properties – in Clarify Client

Policies and Customers

- Setup - Rule Properties

Business Rules- Rule Properties

Rule Properties – in

Dovetail Admin

Rule Properties :: Variable

Event: A case is dispatched to a queueCondition: Priority = HighAction: Notify the queue membersMessage: Case [ID Number] has been

dispatched to the [Current Queue] queue.

Rule Properties :: Variable

Name: ID NumberObject Type: CasePath: id_numberSubtype: PropertyMax Length: 100Value Type: Variable

Rule Properties :: Variable with Path

Name: Current OwnerObject Type: CasePath:

case_owner2user:login_nameSubtype: PropertyMax Length: 100Value Type: Variable

Rule Properties :: Standard Property

case_owner2user:login_nameSubtype: PropertyMax Length: 100Value Type: Standard Property

Can be used as a condition, or in the message

Business Rule Condition

Event: A case is dispatched to a queueCondition: Current Owner = fredAction: Notify the queue membersMessage: Case [ID Number] has been

Rule Properties :: Standard Property

case_owner2user:login_nameSubtype: PropertyMax Length: 10Value Type: Standard PropertyExtra Info:

Rule Properties :: Condition as List

Event: A case is dispatched to a queueCondition: Priority = HighAction: Notify the queue membersMessage: Case [ID Number] has been

Rule Properties :: List

Name: PriorityObject Type: CasePath: respprty2gbst_elm:titleSubtype: PropertyMax Length: 10Value Type: ListExtra Info: Response Priority Code

Rule Properties :: Recipient AliasesName: Case Owner’s SupervisorObject Type: CasePath:case_owner2user:user2employee:emp_supvr2employee:employee2user:login_nameSubtype: Alias

This will resolve to 1 login_name

Rule Properties :: Recipient AliasesName: Queue MembersObject Type: CasePath:case_currq2queue:queue2user:login_nameSubtype: Alias

This will resolve to many login_names

Rule Properties :: Focus_Obj

Name: LoggerObject Type: CasePath:

focus_obj2act_entry:act_entry2user:login_name

You won’t find this relation in your schema!

Rule Properties :: Where Clause

Name: Contact’s Primary SiteObject Type: CasePath:case_reporter2contact:

contact2contact_role(primary_site=1):contact_role2site:name

Rule Condition:: Variables on both sides

Event: Log NoteCondition: Logger != [Current Owner]Action: Notify the case ownerMessage: A note was logged to your

[Object Type] [Object ID] by [Logger]

Rule Properties: Better Naming

Baseline Property Name: Object IDBaseline Property Name: Database ID

Create new ones with better names

Property Name: Case ID NumberProperty Name: Objid

Persistence

Rule Properties are stored in the prop_name table

Use the UI for CRUD of properties

Intrinsic Properties

• There are properties that you won’t find listed in the rule properties UI or in the prop_name table

• These are built-in / hard-coded / intrinsic properties

• Very commonly used• Safe to use

Intrinsic Properties

• CURRENT QUEUE MEMBERS• CURRENT QUEUE SUPVSR• DISPATCH DATE-TIME• ACCEPT DATE-TIME• CURRENT DATE-TIME• OBJECT TYPE• CONTACT• CC LIST1 and CC LIST2• …

Enough slides!

Lets see some action…

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schema customizations.It’s freehttp://clarifytoolbox.com/products/bolt

Lets see some BOLT action…

Viewing / Searching Business Rules

Can view using Clarify ClientCan also view/search using BOLTBetter filteringView many at onceDid I mention it’s free?http://clarifytoolbox.com/products/bolt

Lets see some more BOLT action…

Learn More

Wiki:http://rulemanager.wikispaces.com/

Next Session: Advanced Business Rules(Part 2)

• User-defined Business Rule Events• Business rules based on custom object types• New Event Creation Times and Calendars• Custom Notification Methods• Time Bombs• More Tips & Tricks• Troubleshooting• etc.• …

When: Thursday, July 29, 2010 11:00 AM - 12:00 PM CDTRegistration link is on dovetailsoftware.com and on my blog.

Questions, Comments, Queries?

http://backnoise.com/?rulemanager

Advanced business rules (part1)

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