Specializing in Support and Service Software

Browse blog posts about Dovetail Carrier

• Dovetail Carrier does not produce log files

  Upon startup of Carrier, there is processing of email messages and subsequent creation of Cases, Log Notes, Dialogues, Communications, etc., but there are no log files being generated.

• Platform Guide: List of supported platforms and versions

  Where can I find details on the list of supported platforms for Dovetail products? Keywords: Microsoft SQL Server MSSQL Oracle requirements operating system windows iis .NET Clarify Amdocs

• Refreshing Dovetail SDK Caches

  Applications which use Dovetail SDK (which are pretty much all applications shipped by Dovetail Software) cache commonly used data to avoid repeated lookups in to the database. Each cache is loaded once, during application initialization. It is common to have objects that are cached get modified during the application's lifespan. When this happens the outdated cache should be refreshed. This article will show you how to refresh the caches at the application level and programatically in your own applications using the Dovetail SDK.

• How many processors should my Dovetail application server have?

  A customer recently asked if they should provision multiple CPUs on virtual machines hosting Dovetail applications. Dovetail web and service applications can utilize more than one processor to get more work done concurrently.

• Emails being processed and deleted but nothing written to the database

  Using Dovetail Carrier, emails are correctly read from the mailbox and processed by Carrier but nothing is written to the database and the email is subsequently deleted. This leaves is a situation where the email is gone and there is no record of it in the form of a Case, or Email Log for a Case. This behavior is noted when using the EmailAgent extension of Dovetail Carrier. A snippet of the Carrier logs shows the email being picked, processed and pushed into the rule context, but nothing happens with it and the email is deleted: 2011-03-01 09:47:14,706 DEBUG Dovetail.Carrier.EmailServices.EmailListener - (null) Start polling. 2011-03-01 09:47:14,706 DEBUG Dovetail.Carrier.EmailServices.EmailListener - (null) Polling 1 email accounts. 2011-03-01 09:47:14,706 DEBUG Dovetail.Carrier.EmailServices.EmailListener - (null) Getting email for IMAP4 host mailserver1 for user CarrierEmailAccount. Using the INBOX folder. 2011-03-01 09:47:14,706 DEBUG Dovetail.Carrier.EmailServices.MailBeeConnectionManager - (null) Connecting to imap server on host mailserver1: 2011-03-01 09:47:14,706 DEBUG Dovetail.Carrier.EmailServices.MailBeeConnectionManager - (null) Logging into imap server with user CarrierEmailAccount. 2011-03-01 09:47:14,956 DEBUG Dovetail.Carrier.EmailServices.MailBeeEmailRetriever - (null) Mailbox has 1 new message(s) totaling 5010 bytes. 2011-03-01 09:47:14,956 DEBUG Dovetail.Carrier.EmailServices.MailBeeEmailRetriever - (null) Downloading message 1 of 1. 2011-03-01 09:47:14,972 INFO Dovetail.Carrier.EmailServices.MailBeeEmailRetriever - (null) Message 6D9C473AAB22AE4084629BB005EE6B920198C778C4@PHExMail1P.Homes.Corpnet.Pulte.com having 5414 bytes was received from CarlCustomer@company.com having 0 attachment(s). 2011-03-01 09:47:14,972 DEBUG Dovetail.Carrier.EmailServices.EmailRepository - Email 6D9C473AAB22AE4084629BB005EE6B920198C778C4@PHExMail1P.Homes.Corpnet.Pulte.com Saving email 6D9C473AAB22AE4084629BB005EE6B920198C778C4@PHExMail1P.Homes.Corpnet.Pulte.com with subject THIS IS THE EMAIL SUBJECT to path C:\ProgramData\DovetailCRM\Carrier\Email\id-6D9C473AAB22AE4084629BB005EE6B920198C778C4@mailserver1.domain.com.eml. 2011-03-01 09:47:14,972 DEBUG Dovetail.Carrier.EmailServices.EmailReceivedConsumer - Email 6D9C473AAB22AE4084629BB005EE6B920198C778C4@mailserver1.domain.com Transforming into incoming email message. 2011-03-01 09:47:14,987 DEBUG Dovetail.Carrier.EmailServices.EmailReceivedConsumer - Email 6D9C473AAB22AE4084629BB005EE6B920198C778C4@mailserver1.domain.com incoming email message published. 2011-03-01 09:47:14,987 DEBUG Dovetail.Carrier.EmailServices.MailBeeEmailRetriever - (null) Message 6D9C473AAB22AE4084629BB005EE6B920198C778C4@mailserver1.domain.com processed. 2011-03-01 09:47:14,987 INFO MassTransit.Messages - (null) RECV:msmq://MSMQServer/dovetail.carrier?tx=false:c09e21a8-ffb0-48a2-a99c-5cf8f967f3ee\2054:IncomingEmailMessage 2011-03-01 09:47:15,003 DEBUG Dovetail.Carrier.Core.RulesEngine.RuleSetMessageConsumer`1[[Dovetail.Carrier.Messages.IncomingEmailMessage, Dovetail.Carrier.Messages, Version=1.0.0.2759, Culture=neutral, PublicKeyToken=null]] - InboundCommunication Starting transaction. 2011-03-01 09:47:15,003 DEBUG Dovetail.Carrier.Core.RulesEngine.RuleContext`1[[Dovetail.Carrier.Messages.IncomingEmailMessage, Dovetail.Carrier.Messages, Version=1.0.0.2759, Culture=neutral, PublicKeyToken=null]] - InboundCommunication A RuleSetSettings was pushed into the rule context. . . . <some log entries removed for brevity> . . . 2011-03-01 09:47:15,003 DEBUG Dovetail.Carrier.Core.RulesEngine.RuleSet`1[[Dovetail.Carrier.Messages.IncomingEmailMessage, Dovetail.Carrier.Messages, Version=1.0.0.2759, Culture=neutral, PublicKeyToken=null]] - Existing Subcase Support Email Rule marked as complete. Exiting ruleset execution. 2011-03-01 09:47:15,003 DEBUG Dovetail.Carrier.Core.RulesEngine.RuleSetMessageConsumer`1[[Dovetail.Carrier.Messages.IncomingEmailMessage, Dovetail.Carrier.Messages, Version=1.0.0.2759, Culture=neutral, PublicKeyToken=null]] - Existing Subcase Support Email Commiting transaction. 2011-03-01 09:47:15,003 DEBUG Dovetail.Carrier.EmailServices.MailBeeEmailRetriever - (null) Message 6D9C473AAB22AE4084629BB005EE6B920198C778C4@mailserver1.domain.com deleted. 2011-03-01 09:47:15,003 DEBUG Dovetail.Carrier.EmailServices.MailBeeConnectionManager - (null) Disconnecting from IMAP4 host mailserver1 for user CarrierMailAccount. Using the INBOX folder. 2011-03-01 09:47:15,003 DEBUG Dovetail.Carrier.EmailServices.EmailListener - (null) Done polling.