Dovetail Agent Documentation

What's New - Version 19

Enhancements

• Application
  • New "Blue" theme is available for users
  • For any activities that are performed while a user is being impersonated, set the table_act_entry.proxy to the login name of the impersonator.
  • For any activities that are performed while a user is being impersonated, include the impersonator information in History items.
  • Attachment file uploads are now handed off to Dovetail Seeker. Seeker will handle saving the file attachment and creating the attachment records (doc_inst, doc_path) in the database. This eliminates the need for the Agent application to have write access to the attachments directory. (Requires Dovetail Seeker 2.5 or higher)
• Search and Query
  • Download Search Results to an Excel or CSV file
  • Disallow large result sets from being downloaded. The maximum number of items that can be downloaded is controlled by the QuerySettings.DownloadMaxRowCount key within the appSettings file.
  • Allow for querying multiple columns simultaneously using the multiColumn fieldType attribute
  • Improve the layout/design of the column selector (for queries) when there are a lot of columns
  • When downloading query/search results - render min dates (1/1/1753) as an empty string
• Action Items
  • Action Items are now included in the user's calendar (based on the Due Date of the Action Item)
  • Include Due Date as a query output column for Action Items
• Solutions
  • Solutions now include a Solution Type drop-down
  • Display individual and overall average ratings for solutions.
  • Allow for setting the "Internal" flag on a Solution comment, allowing it to be hidden within the Dovetail SelfService application. This functionality can be enabled/disabled using the SolutionComments.FeatureEnabled key within the appSettings file.
• Admin
  • Broadcasts on the Manage Broadcasts page now include an Active/Inactive badge for each broadcast
  • The Manage Business Rules page now shows business rules in a paged format, as opposed to showing all rules on one page
  • Business Rules - allow for editing a condition (as opposed to delete and then add)
  • Business Rules now include a History tab, which tracks activities (create, edit, add, delete) on a business rule
  • Business Rules - add support for "is not in" operator in business rule conditions. (Requires Dovetail Rulemanager 2.5 or higher)
  • Privilege Class Page - allow for filtering to view only enabled privileges
• Print Pages
  • Improved the print pages for all workflow items (Case, Subcase, Solution, Part Request, Change Request, Action Item). These are now separate pages, allowing for better formatting and greater customizability.

Bug Fixes

• Case History doesn't render due to attachment with a unicode file name on a non-unicode database
• The paging counter on some admin pages was incorrect when the number of results was equal to zero
• Unauthenticated pages (such as Login and Forgot Password) styled incorrectly when the default user's theme was not the Default. Now, these pages always use the Default theme.
• The application spinner icon in the page header was styled incorrectly for the Quiet Light theme, causing it to be hidden.
• Create Employee process does not fully complete if selected workgroup attribute has no queues. The employee gets created, but the creation process stops during the workgroup linking, and the new-account-created email does not get sent.
• x_web_cmd table missing from agent schemascript file
• NullReferenceException could occur in Dovetail.SDK.Lists.MultiLevel.HGBSTMultilevelListPolicy.buildLevel when the app is starting up due to a list without a default element.
• Action Items with a near due date are not included in the Due Soon counter in the left sidebar
• The recent cases tab on the site page is incorrectly labeling closed cases as open
• The files tab on the case page is not always showing the added by username
• On the show solution page, the queue name is not showing properly for dispatched solutions
• On the Manage Privileges page, the category filtering does not work when 'Application' is selected
• Custom Business Rule Recipient Aliases not persisted properly in rule action recipient list
• Improve site address error messages - provide more specific messages on which address fields are invalid

Changes of Interest to Developers

• Download Search Results output columns are controlled by filter config files.
• multiColumn facets within filter configs allow for querying multiple columns simultaneously.
• New application setting: SolutionComments.FeatureEnabled
• Removed application setting AttachmentSettings.FilePath, as Seeker now handles saving file attachments.
• Removed application setting AttachmentSettings.AttachmentMode, as Seeker now handles saving file attachments.
• Ajax Continuations Deprecated
  • Ajax continuations were a cause of confusion while not offering any real benefits. They also broke http status code conventions.
  • The new behavior is for the back end to respond with the correct http status code while still providing the same payload as before. This means that the automatic error handling in Backbone and jQuery will work properly, and you can rely on success and error callbacks to be called accurately depending on whether the request was successful or not.
  • The main way this will affect code is whenever the response.success property is checked in a success callback. This check is no longer necessary, and any error handling that was done when success was false will need to be moved into a formal error handler. This can be a fail() handler attached to a promise, or an error callback on an ajax request or backbone model call.

Upgrading to Version 19.0.0

1. Upgrade Dovetail Seeker to version 2.5.0 or higher.

   Attachment file uploads are now handed off to Dovetail Seeker. Seeker will handle saving the file attachment and creating the attachment records (doc_inst, doc_path) in the database. This eliminates the need for the Agent application to have write access to the attachments directory.

2. Upgrade Dovetail Rulemanager to version 2.5.0 or higher.

   This will allow for the use of the "is not in" operator in business rule conditions.

1. Apply Schema Changes.

   The schema changes to be applied are defined in $dovetailAgent\config\schema\agent.schemascript.xml The easiest way is to simply apply these changes using Dovetail SchemaEditor and the agent.schemascript.xml file - it will add the new schema and skip over any changes that already exist.

2. Import the following data files:

   • solution-types-list.dat
   • themes-list.dat
   • activity_codes.dat

3. Initialize the Solution Type data for existing solutions using SQL

   update table_probdesc set x_solution_type = 'General' where x_solution_type IS NULL

4. Merge in your customizations with the baseline 19.0.0 source code

5. Update the web.config file. If you re-use your existing web.config file, be sure to merge in the latest changes.

6. Build / Test / Release / Deploy

What's New in Previous Versions