Advanced Case Management with IBM Case Manager

ibm.com/redbooks

Advanced Case Management

with IBM Case Manager

Wei-Dong Zhu

Brian Benoit

Bob Jackson

Johnson Liu

Mike Marin

Seema Meena

Juan Felipe Ospina

Guillermo Rios

Introducing case management and

IBM Case Manager

Building IBM Case Manager

solutions with use case example

Covering customization, rules,

deployment, and more

Front cover

Advanced Case Management

with IBM Case Manager

May 2014

International Technical Support Organization

SG24-7929-03

Note to U.S. Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADP

Schedule Contract with IBM Corp.

Fourth Edition (May 2014)

This edition applies to Version 5.2.0, IBM Case Manager (product number 5725-A15).

Note: Before using this information and the product it supports, read the information in

“Notices” on page xiii.

Contents

Notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii

Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiv

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

Authors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xv

Now you can become a published author, too! . . . . . . . . . . . . . . . . . . . . . . . xviii

Comments welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix

Stay connected to IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix

Summary of changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxi

May 2014, Fourth Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxi

Part 1. Concept and overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Chapter 1. Case management concept . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

1.1 Case management overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

1.2 What makes case management unique . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

1.2.1 Cases are goal-driven and unpredictable . . . . . . . . . . . . . . . . . . . . . . 6

1.2.2 Cases are knowledge-intensive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.2.3 Modeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1.2.4 Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1.2.5 Routine work and knowledge work . . . . . . . . . . . . . . . . . . . . . . . . . . 10

1.3 Case Management and IBM BPM Solutions . . . . . . . . . . . . . . . . . . . . . . . 10

1.4 The need for Enterprise Content Management . . . . . . . . . . . . . . . . . . . . . 14

1.4.1 Information complexity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

1.4.2 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.4.3 Retention. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

1.5 The need for collaboration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

1.6 Case management solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

1.6.1 Case data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

1.6.2 Case folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

1.6.3 Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Chapter 2. Typical case management applications . . . . . . . . . . . . . . . . . . 23

2.1 Typical applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

2.1.1 Solution patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

2.1.2 Applications by industry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

2.2 Complaints management example use case . . . . . . . . . . . . . . . . . . . . . . 29

2.2.1 Complaint scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

iv Advanced Case Management with IBM Case Manager

2.2.2 Resolving the case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

2.2.3 Content that is related to the case . . . . . . . . . . . . . . . . . . . . . . . . . . 32

2.2.4 Integration with other systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Chapter 3. IBM Case Manager overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

3.1 IBM Case Manager capabilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

3.1.1 Case design and deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

3.1.2 Case management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

3.1.3 IBM Case Manager API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

3.1.4 Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

3.1.5 Solution templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

3.1.6 Content and process management . . . . . . . . . . . . . . . . . . . . . . . . . . 37

3.1.7 Collaboration and social software tools. . . . . . . . . . . . . . . . . . . . . . . 37

3.1.8 Business rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

3.1.9 Case analytics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

3.1.10 Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

3.1.11 Content Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

3.1.12 Forms integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

3.2 IBM Case Manager environments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

3.2.1 Environments and case management phases . . . . . . . . . . . . . . . . . 39

3.2.2 Solutions and deployment in development environment. . . . . . . . . . 42

3.3 IBM Case Manager components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

3.3.1 IBM Case Manager core components. . . . . . . . . . . . . . . . . . . . . . . . 44

3.3.2 IBM Case Manager optional components . . . . . . . . . . . . . . . . . . . . . 50

3.3.3 IBM Case Manager extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

3.4 IBM Case Manager architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

3.4.1 Case Manager Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

3.4.2 Case Manager Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

3.4.3 Case Manager API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

3.4.4 Content Platform Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

3.5 IBM Case Manager configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

3.5.1 Development environment configuration. . . . . . . . . . . . . . . . . . . . . . 60

3.5.2 Production environment with high availability . . . . . . . . . . . . . . . . . . 63

3.5.3 Production environment with partitioning . . . . . . . . . . . . . . . . . . . . . 65

Chapter 4. Inner workings of IBM Case Manager. . . . . . . . . . . . . . . . . . . . 69

4.1 IBM Case Manager object model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

4.1.1 Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

4.1.2 Case types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

4.1.3 Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

4.1.4 Roles in-basket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

4.1.5 Personal in-baskets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

4.1.6 Configuring manual work assignment . . . . . . . . . . . . . . . . . . . . . . . . 83

Contents v

4.1.7 Configuring role pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

4.1.8 Document types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

4.1.9 Task type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

4.1.10 Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

4.2 Case object model implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

4.2.1 Design object store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

4.2.2 Target environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

4.2.3 Project areas for supporting parallel project development . . . . . . . 107

4.3 IBM Case Manager pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

4.3.1 Default pages in a Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

4.3.2 Default Cases pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

4.3.3 Default Task pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

4.3.4 IBM Case Manager widgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

4.4 Tasks and associated workflow processes . . . . . . . . . . . . . . . . . . . . . . . 114

4.4.1 Workflow association . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

4.4.2 Workflow data fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

4.4.3 Workflow attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

4.4.4 Starting task workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

4.4.5 Workflow processing and task state . . . . . . . . . . . . . . . . . . . . . . . . 118

4.5 Object model for IBM Content Manager integration . . . . . . . . . . . . . . . . 118

Part 2. Solution development. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Chapter 5. IBM Case Manager tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

5.1 IBM Case Manager tools overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

5.2 IBM Case Manager configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

5.2.1 Starting the IBM Case Manager configuration tool . . . . . . . . . . . . . 127

5.2.2 Creating a profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

5.2.3 Running the profile tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

5.3 IBM Case Manager administration client. . . . . . . . . . . . . . . . . . . . . . . . . 133

5.3.1 Copying a solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

5.3.2 Creating solution templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

5.3.3 Using solution templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

5.3.4 Exporting and importing a solution . . . . . . . . . . . . . . . . . . . . . . . . . 146

5.3.5 Exporting business rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

5.3.6 Configure locks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

5.3.7 Enabling case history store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

5.3.8 Widget packages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

5.3.9 Configuring an audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

5.3.10 Configuring security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

5.3.11 Manage project areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

5.3.12 Extra options for an administrator in administration client. . . . . . . 165

5.4 IBM Case Manager Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

vi Advanced Case Management with IBM Case Manager

5.4.1 Multiple user solution development in Case Manager Builder . . . . 167

5.4.2 Solution assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

5.4.3 Solution lock and draft object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

5.4.4 Case Manager Builder save options . . . . . . . . . . . . . . . . . . . . . . . . 175

5.4.5 Committing and deploying a solution . . . . . . . . . . . . . . . . . . . . . . . 175

Chapter 6. Designing case management solutions . . . . . . . . . . . . . . . . . 179

6.1 Business goals of a case management solution . . . . . . . . . . . . . . . . . . . 180

6.2 Designing the solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

6.2.1 Agile and iterative methodologies . . . . . . . . . . . . . . . . . . . . . . . . . . 181

6.2.2 Case design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182

6.2.3 Task design. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

6.2.4 Case documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

6.2.5 Business rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

6.2.6 Modeling how cases are created . . . . . . . . . . . . . . . . . . . . . . . . . . 186

6.3 Creating the solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187

6.4 Defining your solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188

6.4.1 Defining case properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

6.4.2 Defining case types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

6.4.3 Defining document types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

6.4.4 Defining roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

6.4.5 Defining in-baskets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

6.4.6 Defining pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

6.4.7 Defining case types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

6.4.8 Defining views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

6.4.9 Defining tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

6.5 Configuring your solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

6.5.1 Advanced in-basket configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 195

6.5.2 Advanced property layout views within a case . . . . . . . . . . . . . . . . 196

6.5.3 Configuring pages for advanced user interfaces. . . . . . . . . . . . . . . 197

6.5.4 Advanced task configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

6.5.5 Using forms to enhance user interfaces . . . . . . . . . . . . . . . . . . . . . 199

6.5.6 Providing users with custom tasks . . . . . . . . . . . . . . . . . . . . . . . . . 201

6.5.7 Configuring the security definitions . . . . . . . . . . . . . . . . . . . . . . . . . 201

6.5.8 Configuring case analytics and reporting . . . . . . . . . . . . . . . . . . . . 202

6.5.9 Configuring the Cognos Real-Time Monitor . . . . . . . . . . . . . . . . . . 205

6.6 Customizing and integrating your solution . . . . . . . . . . . . . . . . . . . . . . . 205

6.7 Documenting your solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Chapter 7. Building a simple solution: Part 1. . . . . . . . . . . . . . . . . . . . . . 211

7.1 Building the sample solution overview . . . . . . . . . . . . . . . . . . . . . . . . . . 212

7.2 Defining the solution basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

7.2.1 Adding a solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Contents vii

7.2.2 Setting up properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

7.2.3 Setting up roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

7.2.4 Setting up in-baskets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

7.2.5 Setting up document types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

7.3 Defining the case type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

7.3.1 Creating a case type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

7.3.2 Configuring case type properties . . . . . . . . . . . . . . . . . . . . . . . . . . 229

7.3.3 Configuring the Case Summary view . . . . . . . . . . . . . . . . . . . . . . . 230

7.3.4 Configuring custom properties layout view . . . . . . . . . . . . . . . . . . . 231

7.3.5 Configuring the case search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

7.3.6 Defining case folders structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240

7.4 Defining embedded rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

7.5 Defining case tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

7.5.1 Creating Upgrade Options set. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

7.5.2 Creating the Upsell Opportunity container task. . . . . . . . . . . . . . . . 249

7.5.3 Creating the Upgrade Product task. . . . . . . . . . . . . . . . . . . . . . . . . 251

7.5.4 Creating the Upgrade Plan task . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

7.5.5 Creating the Call Customer task . . . . . . . . . . . . . . . . . . . . . . . . . . . 255

7.5.6 Creating the Verify Billing task . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255

7.5.7 Creating the Verify Complaint task . . . . . . . . . . . . . . . . . . . . . . . . . 257

7.5.8 Creating the remaining tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258

7.5.9 Reviewing task summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265

Chapter 8. Building a simple solution: Part 2. . . . . . . . . . . . . . . . . . . . . . 267

8.1 Configuring workflow diagrams by using Step Designer . . . . . . . . . . . . . 268

8.1.1 Creating the Upgrade Product task diagram. . . . . . . . . . . . . . . . . . 268

8.1.2 Creating the Upgrade Plan task diagram . . . . . . . . . . . . . . . . . . . . 275

8.1.3 Creating the Call Customer task diagram . . . . . . . . . . . . . . . . . . . . 276

8.1.4 Creating the Verify Billing task diagram . . . . . . . . . . . . . . . . . . . . . 277

8.1.5 Creating the Verify Complaint task diagram . . . . . . . . . . . . . . . . . . 280

8.1.6 Creating the Review Product Complaint task diagram . . . . . . . . . . 281

8.1.7 Creating the Review Non-Product Complaint task diagram . . . . . . 282

8.1.8 Creating the Investigate Product Safety task diagram . . . . . . . . . . 283

8.1.9 Creating the Send Corresponding Letter task diagram. . . . . . . . . . 285

8.1.10 Creating the Close Complaint task diagram . . . . . . . . . . . . . . . . . 289

8.1.11 Creating the Investigate Employee task diagram . . . . . . . . . . . . . 290

8.1.12 Creating the Request Assistance task diagram . . . . . . . . . . . . . . 293

8.2 Saving and validating the solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295

8.3 Deploying the Customer Complaints solution . . . . . . . . . . . . . . . . . . . . . 296

8.4 Testing the Customer Complaints solution . . . . . . . . . . . . . . . . . . . . . . . 298

8.5 Improving the solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

8.5.1 Solution icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

8.5.2 Property choice list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

viii Advanced Case Management with IBM Case Manager

8.5.3 Solution properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

8.5.4 Document properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

8.5.5 In-basket properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Chapter 9. Migrating and deploying solutions . . . . . . . . . . . . . . . . . . . . . 313

9.1 Migration models and migration procedure overview . . . . . . . . . . . . . . . 314

9.1.1 Traditional FileNet P8 application migration model. . . . . . . . . . . . . 314

9.1.2 IBM Case Manager solution migration model . . . . . . . . . . . . . . . . . 316

9.1.3 Using the best of both migration models. . . . . . . . . . . . . . . . . . . . . 317

9.2 Migration and deployment procedure overview. . . . . . . . . . . . . . . . . . . . 320

9.3 Preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322

9.3.1 Preparing IBM Case Manager assets . . . . . . . . . . . . . . . . . . . . . . . 322

9.3.2 Preparing FileNet P8 assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

9.3.3 Preparing other IBM assets and external artifacts . . . . . . . . . . . . . 327

9.4 Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329

9.4.1 Migrating IBM Case Manager assets . . . . . . . . . . . . . . . . . . . . . . . 329

9.4.2 Migrating FileNet P8 assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343

9.4.3 Migrating other IBM and external artifacts . . . . . . . . . . . . . . . . . . . 345

9.5 Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346

9.5.1 Deploying IBM Case Manager assets. . . . . . . . . . . . . . . . . . . . . . . 346

9.5.2 Deploying FileNet P8 assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348

9.5.3 Deploying other IBM and external artifacts . . . . . . . . . . . . . . . . . . . 348

9.6 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349

9.6.1 Configuring IBM Case Manager assets . . . . . . . . . . . . . . . . . . . . . 349

9.6.2 Configuring FileNet P8 assets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353

9.6.3 Configuring other IBM and external artifacts. . . . . . . . . . . . . . . . . . 354

Part 3. Solution customization and advanced topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355

Chapter 10. User interface and widgets . . . . . . . . . . . . . . . . . . . . . . . . . . 357

10.1 User interface navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358

10.1.1 Navigating Case Manager Builder . . . . . . . . . . . . . . . . . . . . . . . . 358

10.1.2 Navigating Page Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359

10.1.3 Multiple user editing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364

10.1.4 Navigating Case Manager Client . . . . . . . . . . . . . . . . . . . . . . . . . 365

10.2 Understanding page types and custom pages . . . . . . . . . . . . . . . . . . . 365

10.2.1 Default pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365

10.2.2 Custom pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367

10.3 Accessing the Properties View Designer . . . . . . . . . . . . . . . . . . . . . . . 372

10.3.1 System-generated view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373

10.3.2 Designing a custom view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373

10.3.3 Configuring the default view for a case type . . . . . . . . . . . . . . . . . 375

10.3.4 Overriding the default view in the Properties widget . . . . . . . . . . . 376

10.4 Using default widgets and their payloads . . . . . . . . . . . . . . . . . . . . . . . 377

Contents ix

10.4.1 Standard widgets that are provided by IBM Case Manager . . . . . 378

10.4.2 Widget payloads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379

10.4.3 Wiring a widget to another widget . . . . . . . . . . . . . . . . . . . . . . . . . 380

10.4.4 Widget incoming and outgoing events and payloads . . . . . . . . . . 382

10.4.5 In-basket widget event and corresponding payload . . . . . . . . . . . 383

10.4.6 Search widget event and corresponding payload . . . . . . . . . . . . . 384

10.5 Creating and deploying a custom widget . . . . . . . . . . . . . . . . . . . . . . . 386

10.5.1 Setting up your development environment . . . . . . . . . . . . . . . . . . 388

10.5.2 Creating your widget definition and catalog files. . . . . . . . . . . . . . 389

10.5.3 Creating the IBM Content Navigator plug-in . . . . . . . . . . . . . . . . . 392

10.5.4 Creating the custom page widget with content pane . . . . . . . . . . 393

10.5.5 Creating IBM Case Manager JavaScript API calls and objects . . 396

10.5.6 Building the custom widget package. . . . . . . . . . . . . . . . . . . . . . . 397

10.5.7 Deploying the custom widget package . . . . . . . . . . . . . . . . . . . . . 400

10.5.8 Adding the custom widget to the page . . . . . . . . . . . . . . . . . . . . . 404

10.6 Creating a custom task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405

10.7 Using the Timeline Visualizer and Instruction widgets . . . . . . . . . . . . . 408

10.7.1 Configuring auditing and case history store . . . . . . . . . . . . . . . . . 409

10.7.2 Displaying case history in the Timeline Visualizer widget . . . . . . . 409

10.7.3 Displaying instructions in the Instruction widget . . . . . . . . . . . . . . 410

Chapter 11. Customization topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411

11.1 Using project areas when developing solutions . . . . . . . . . . . . . . . . . . 412

11.2 Automated handling of ingested documents . . . . . . . . . . . . . . . . . . . . . 413

11.2.1 Generalized approach for handling ingested documents . . . . . . . 414

11.2.2 Implementation methods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415

11.2.3 Sample JavaScript based implementation procedure. . . . . . . . . . 415

11.3 Splitting a case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421

11.3.1 Splitting a case into two cases . . . . . . . . . . . . . . . . . . . . . . . . . . . 422

11.4 Basic customization scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424

11.4.1 Adding a button to the toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424

11.4.2 Adding custom actions to menu action . . . . . . . . . . . . . . . . . . . . . 425

11.5 Intermediate customization scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . 426

11.5.1 Enumerating documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427

11.5.2 Opening multiple work items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428

11.5.3 Adding entry template via custom action . . . . . . . . . . . . . . . . . . . 431

11.5.4 Adding an attachment to the case. . . . . . . . . . . . . . . . . . . . . . . . . 433

11.5.5 Creating in-basket dynamic filter. . . . . . . . . . . . . . . . . . . . . . . . . . 437

11.5.6 Filtering Case Information widget to show comments only . . . . . . 439

11.5.7 Modifying property attributes by using the Property Controller . . . 440

11.5.8 Getting the next work item with custom logic after completing a work

item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 443

11.5.9 Filling the Case List widget based on search results . . . . . . . . . . 447

x Advanced Case Management with IBM Case Manager

11.6 Advanced customization scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449

11.7 Multilingual support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450

11.7.1 Translating the Case Manager user interface . . . . . . . . . . . . . . . . 450

11.7.2 Translating custom strings, solution assets, and others . . . . . . . . 451

Chapter 12. Advanced solution topics . . . . . . . . . . . . . . . . . . . . . . . . . . . 453

12.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454

12.2 Process Designer integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455

12.2.1 Accessing Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455

12.2.2 Solution editing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 458

12.2.3 Process editing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 459

12.2.4 Activity parameters in Process Designer . . . . . . . . . . . . . . . . . . . 460

12.3 Shadow fields and queue updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462

12.3.1 Shadow field defined. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463

12.3.2 Case properties, queues, and work items. . . . . . . . . . . . . . . . . . . 463

12.3.3 Shadow field synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465

12.3.4 Prior version behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466

12.3.5 Parallel property changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469

12.4 Case operation components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 470

12.5 Advanced design examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472

12.5.1 Document arrival email notification . . . . . . . . . . . . . . . . . . . . . . . . 472

12.5.2 Creating more in-baskets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483

12.5.3 Showing process errors in Case Manager Client . . . . . . . . . . . . . 492

Chapter 13. Business rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507

13.1 Benefits of using rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508

13.2 Integrated rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509

13.2.1 Text rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510

13.2.2 Decision tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516

13.2.3 Text rule versus decision table . . . . . . . . . . . . . . . . . . . . . . . . . . . 518

13.2.4 Implementation techniques . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519

13.3 integrated rules versus external rules . . . . . . . . . . . . . . . . . . . . . . . . . . 521

13.4 Creating and invoking rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522

13.4.1 Creating a simple text-based rule . . . . . . . . . . . . . . . . . . . . . . . . . 522

13.4.2 Reviewing a business rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527

13.4.3 Invoking rules with parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 532

13.5 External rules engine integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535

13.5.1 Incorporating a business rule in the case solution . . . . . . . . . . . . 535

Chapter 14. Integration points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545

14.1 Model APIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546

14.2 REST APIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546

14.2.1 Case Manager REST API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547

14.2.2 Process Engine REST API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548

Contents xi

14.2.3 Content Management Interoperability Services API . . . . . . . . . . . 549

14.2.4 Navigating from REST API calls to Model API calls . . . . . . . . . . . 549

14.3 Using Java APIs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550

14.3.1 Integrating by using Content Engine Java API . . . . . . . . . . . . . . . 551

14.3.2 Integrating by using Process Engine Java API . . . . . . . . . . . . . . . 552

14.3.3 Integrating by using the Case Java API . . . . . . . . . . . . . . . . . . . . 553

14.4 Using Case Manager Client-side integration. . . . . . . . . . . . . . . . . . . . . 554

14.4.1 Website widget . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554

14.4.2 Script Adapter widget . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554

14.4.3 Custom widget . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555

14.5 Using Content Platform Engine workflow integration . . . . . . . . . . . . . . 555

14.5.1 Custom components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556

14.5.2 Web services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556

14.5.3 Database interaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557

14.6 External data service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557

14.7 Other supported integrations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558

14.7.1 Integration with IBM Operational Decision Manager. . . . . . . . . . . 558

14.7.2 Integration with IBM Content Manager . . . . . . . . . . . . . . . . . . . . . 559

14.7.3 External Data Services framework . . . . . . . . . . . . . . . . . . . . . . . . 560

14.7.4 Integration with IBM Business Process Manager . . . . . . . . . . . . . 560

14.7.5 Integration with IBM Content Analytics with Enterprise Search . . 561

Appendix A. Additional material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563

Locating the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563

Using the Web material . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 564

System requirements for downloading the Web material . . . . . . . . . . . . . 564

Downloading and extracting the Web material . . . . . . . . . . . . . . . . . . . . . 564

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 565

IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 565

Online resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566

Help from IBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566

xii Advanced Case Management with IBM Case Manager

Notices

This information was developed for products and services offered in the U.S.A.

IBM may not offer the products, services, or features discussed in this document in other countries. Consult

your local IBM representative for information about the products and services currently available in your

area. Any reference to an IBM product, program, or service is not intended to state or imply that only that

IBM product, program, or service may be used. Any functionally equivalent product, program, or service that

does not infringe any IBM intellectual property right may be used instead. However, it is the user's

responsibility to evaluate and verify the operation of any non-IBM product, program, or service.

IBM may have patents or pending patent applications covering subject matter described in this document.

The furnishing of this document does not give you any license to these patents. You can send license

inquiries, in writing, to:

IBM Director of Licensing, IBM Corporation, North Castle Drive, Armonk, NY 10504-1785 U.S.A.

The following paragraph does not apply to the United Kingdom or any other country where such

provisions are inconsistent with local law: INTERNATIONAL BUSINESS MACHINES CORPORATION

PROVIDES THIS PUBLICATION "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR

IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT,

MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some states do not allow disclaimer

of express or implied warranties in certain transactions, therefore, this statement may not apply to you.

This information could include technical inaccuracies or typographical errors. Changes are periodically made

to the information herein; these changes will be incorporated in new editions of the publication. IBM may

make improvements and/or changes in the product(s) and/or the program(s) described in this publication at

any time without notice.

Any references in this information to non-IBM websites are provided for convenience only and do not in any

manner serve as an endorsement of those websites. The materials at those websites are not part of the

materials for this IBM product and use of those websites is at your own risk.

IBM may use or distribute any of the information you supply in any way it believes appropriate without

incurring any obligation to you.

Information concerning non-IBM products was obtained from the suppliers of those products, their published

announcements or other publicly available sources. IBM has not tested those products and cannot confirm

the accuracy of performance, compatibility or any other claims related to non-IBM products. Questions on

the capabilities of non-IBM products should be addressed to the suppliers of those products.

This information contains examples of data and reports used in daily business operations. To illustrate them

as completely as possible, the examples include the names of individuals, companies, brands, and products.

All of these names are fictitious and any similarity to the names and addresses used by an actual business

enterprise is entirely coincidental.

This information contains sample application programs in source language, which illustrate programming

techniques on various operating platforms. You may copy, modify, and distribute these sample programs in

any form without payment to IBM, for the purposes of developing, using, marketing or distributing application

programs conforming to the application programming interface for the operating platform for which the

sample programs are written. These examples have not been thoroughly tested under all conditions. IBM,

therefore, cannot guarantee or imply reliability, serviceability, or function of these programs.

xiv Advanced Case Management with IBM Case Manager

Trademarks

IBM, the IBM logo, and ibm.com are trademarks or registered trademarks of International Business

Machines Corporation in the United States, other countries, or both. These and other IBM trademarked

terms are marked on their first occurrence in this information with the appropriate symbol (® or ™),

indicating US registered or common law trademarks owned by IBM at the time this information was

published. Such trademarks may also be registered or common law trademarks in other countries. A current

list of IBM trademarks is available on the Web at http://www.ibm.com/legal/copytrade.shtml

The following terms are trademarks of the International Business Machines Corporation in the United States,

other countries, or both:

Cognos®

DB2®

developerWorks®

Domino®

FileNet®

IBM®

ILOG®

Lotus®

Lotus Notes®

Notes®

OmniFind®

Quickr®

Rational®

Redbooks®

Redbooks (logo) ®

Sametime®

WebSphere®

The following terms are trademarks of other companies:

Microsoft, and the Windows logo are trademarks of Microsoft Corporation in the United States, other

countries, or both.

Java, and all Java-based trademarks and logos are trademarks or registered trademarks of Oracle and/or its

affiliates.

Other company, product, or service names may be trademarks or service marks of others.

Preface

Organizations face case management challenges that require insight,

responsiveness, and collaboration. IBM® Case Manager, Version 5.2, is an

advanced case management product that unites information, process, and

people to provide the 360-degree view of case information and achieve optimized

outcomes. With IBM Case Manager, knowledge workers can extract critical case

information through integrated business rules, collaboration, and analytics. This

easy access to information enhances decision-making ability and leads to more

successful case outcomes. IBM Case Manager also helps capture industry

preferred practices in frameworks and templates to empower business users and

accelerate return on investment.

This IBM Redbooks® publication introduces the case management concept. It

includes the reason for and benefits of case management, and why it is different

from the traditional business process management or content management. In

addition, this book addresses how you can design and build a case management

solution with IBM Case Manager and integrate that solution with external

products and components.

This book is intended to provide IT architects and IT specialists with the

high-level concepts of case management and the capabilities of IBM Case

Manager. It also serves as a practical guide for IT professionals who are

responsible for designing, building, customizing, and deploying IBM Case

Manager solutions.

Authors

This book was produced by a team of specialists from around the world working

at IBM Software Development Lab in Costa Mesa, California.

The Redbooks publication team consists of the following members:

Wei-Dong Zhu (Jackie) is an Enterprise Content Management Project Leader

with ITSO. Jackie joined IBM in 1996 and has more than 10 years of software

development experience in accounting, image workflow processing, and digital

media distribution. She is a Certified Solution Designer for IBM Content

Manager, and has managed many Enterprise Content Management Redbooks

publications. Jackie holds a Master of Science degree in Computer Science from

the University of the Southern California.

xvi Advanced Case Management with IBM Case Manager

Brian Benoit is the Technical Consultant for Pyramid Solutions' ECM practice.

He is responsible for pre-sales support, Pyramid Product offerings, and support

for the Pyramid relationship with IBM’s ECM development groups. Brian joined

Pyramid Solutions in 2003 and has over 20 years experience in the IT industry.

Brian is an IBM Certified Specialist and Solution Design Technical Professional in

Content Manager, Case Foundation, and Case Manager. He is recognized for

developing IBM Case Manager solutions that are deployed in the financial,

insurance, and government industries.

Bob Jackson is a Client Solutions Professional (CSP) with the Eastern Region

ECM SWAT Team in the United States. In this role, Bob provides consultation on

complex Case Management presales projects. Bob also presented IBM Case

Manager topics to major corporations worldwide. Bob developed many internal

IBM case management education, complex case management demonstrations,

proof of technology presentations, and proof of concept projects. His expertise

includes ECM, business process management, portal servers, application

servers, and web development. Bob is a licensed professional engineer with a

Bachelor of Engineering in Materials Science from Thayer School of Engineering

at Dartmouth College. He also holds an Artium Bacculaurei from Dartmouth

College.

Johnson Liu is a Software Engineer with IBM Software Group in the United

States. Johnson developed many early training workshops, white papers, and

code samples for IBM Case Manager. Johnson has expertise in and supports

customers in the areas of widget development, user interface, and solution

deployment and conversion. Johnson has a Bachelor of Science degree from the

University of California in Business Information Management.

Mike Marin is an IBM Distinguished Engineer and the chief architect for the IBM

Case Manager product. Mike also is an Association for Computing Machinery

(ACM) Distinguished Engineer and life member, with an MSCS in Artificial

Intelligence. He has more than 20 years of experience designing and developing

system software. For the last 20 years, he developed several workflow, business

process management (BPM), and case management products. He also

participated in standard organizations including WfMC, OMG, and OASIS

working on BPM and workflow standards. Mike edited and contributed to the

definition of several software standards and wrote several papers and articles on

the subject.

Seema Meena is a Software Engineer at Software Group in IBM India Software

Lab. Seema has more than eight years of experience in software development.

She currently works on the IBM Case Manager Builder development. Seema

holds a Bachelor degree in Information Technology from Rajasthan University,

India. She joined IBM in 2008 and worked on the IBM eDiscovery Analyzer

product in the past.

Preface xvii

Juan Felipe Ospina is a Client Solution Specialist for Enterprise Content

Management with coverage for Colombia, Ecuador, Venezuela, and Peru, in

Latin America. He has 12 years experience in implementation of large-scale

information systems in content and business process management segments

and as a developer in Java technology, business analyst, and solution architect.

For the last five years, Juan Felipe has focused on case management and

capture solution design, development, and support. Juan Felipe has a degree in

Computer Science from EAFIT University of Medellin Colombia.

Guillermo Rios is a Client Solution Professional and a Senior Certified

Enterprise Content Management Solution Consultant in California, IBM US. He

holds a degree in Computer Science from Universidad Anahuac, Mexico.

Guillermo joined IBM in 2006 as part of the FileNet® acquisition where he

worked in the Latin America team as a Senior IT Specialist for eight years helping

customers and partners in the design and implementation of complex FileNet

solutions for the banking, insurance, petrochemical, and government sectors. For

the past four years, Guillermo focused on IBM Case Manager and IBM Case

Foundation solutions for North America ECM Technical Competency Center.

Guillermo is a SWAT team member for the ECM West IMT. He has 25 years of

experience in the Information Technology and Software Industry.

Special thanks to B A Nagabhushan, who contributed a portion of the content in

the Rules chapter.

Very special thanks to Thuy Do, Yvonne Santiago and Darik Siegfried, who

always are extremely helpful in the production of IBM Redbooks publications,

especially this one.

Thanks to the following IBM Case Manager development management, product

management, and architect team for their support of the project:

򐂰 William Lobig

򐂰 Martin Shramo

򐂰 Dave Perman

򐂰 Huzefa Hakim

򐂰 Sean Yang

򐂰 Lauren Mayes

In addition, thanks to the following people for helping us during and after the

residency:

򐂰 Barry Beach

򐂰 Joshua Burke

򐂰 Dao Quynh Dang

򐂰 Laurent Dubois

򐂰 Mike Fannon

򐂰 David Hanson

xviii Advanced Case Management with IBM Case Manager

򐂰 Wen-Chin Hsieh (Steven)

򐂰 Srinivas Jandhyala

򐂰 Vishnu N KV

򐂰 Diane McFee

򐂰 Krishnaveni PillutlaLatha Ramakrishnaiah

򐂰 Ravi Ray

򐂰 Eugene Rozhdestvensky

򐂰 Yvonne Santiago

򐂰 Patricia Sort De Sanz

򐂰 Brent Taylor

򐂰 Xiao Ji Tian

򐂰 Steve Timms

򐂰 Thomas Yang

IBM Software Group, IBM US, and IBM India

Thanks to the authors of the previous edition of this book:

򐂰 Wei-Dong Zhu

򐂰 Michael Kirchner

򐂰 Tom Ko

򐂰 Michael Oland

򐂰 Balunaini Prasad

򐂰 Mike Prentice

򐂰 Monique Ruggiero

Now you can become a published author, too!

Here’s an opportunity to spotlight your skills, grow your career, and become a

published author—all at the same time! Join an ITSO residency project and help

write a book in your area of expertise, while honing your experience using

leading-edge technologies. Your efforts will help to increase product acceptance

and customer satisfaction, as you expand your network of technical contacts and

relationships. Residencies run from two to six weeks in length, and you can

participate either in person or as a remote resident working from your home

base.

Find out more about the residency program, browse the residency index, and

apply online at this website:

http://www.ibm.com/redbooks/residencies.html

Preface xix

Comments welcome

Your comments are important to us!

We want our books to be as helpful as possible. Send us your comments about

this book or other IBM Redbooks publications in one of the following ways:

򐂰 Use the online Contact us review Redbooks form found at this website:

http://www.ibm.com/redbooks

򐂰 Send your comments in an email to:

[email protected].com

򐂰 Mail your comments to:

IBM Corporation, International Technical Support Organization

Dept. HYTD Mail Station P099

2455 South Road

Poughkeepsie, NY 12601-5400

Stay connected to IBM Redbooks

򐂰 Find us on Facebook:

http://www.facebook.com/IBMRedbooks

򐂰 Follow us on Twitter:

http://twitter.com/ibmredbooks

򐂰 Look for us on LinkedIn:

http://www.linkedin.com/groups?home=&gid=2130806

򐂰 Explore new Redbooks publications, residencies, and workshops with the

IBM Redbooks weekly newsletter:

https://www.redbooks.ibm.com/Redbooks.nsf/subscribe?OpenForm

򐂰 Stay current on recent Redbooks publications with RSS Feeds:

http://www.redbooks.ibm.com/rss.html

xx Advanced Case Management with IBM Case Manager

Summary of changes

This section describes the technical changes that were made in this edition of the

book and in previous editions. This edition also might include minor corrections

and editorial changes that are not identified.

Summary of Changes

for SG24-7929-03

for Advanced Case Management with IBM Case Manager

as created or updated on April 27, 2015.

May 2014, Fourth Edition

This revision reflects the addition, deletion, or modification of new and changed

information that is described next.

New information

The following new information is included:

򐂰 Chapter 5, “IBM Case Manager tools” on page 125 is new.

򐂰 Chapter 9, “Migrating and deploying solutions” on page 313 was re-written.

򐂰 Chapter 11, “Customization topics” on page 411 many new sections about

customization scenarios were added.

򐂰 Chapter 12, “Advanced solution topics” on page 453 is based on the original

“Round tripping” chapter and new content was added.

򐂰 Chapter 13, “Business rules” on page 507 is new.

xxii Advanced Case Management with IBM Case Manager

Changed information

All existing chapters in parts 1 and 2 were updated.

In this version, we provide more explanation on designing a Case Manager

solution, the new functions and features Case Manager provides, and more

customization scenario samples.

The book chapters were re-organized into three parts. The original part 3 of the

book was dropped from this release except the “Integration points” chapter. The

previous version of the book can still be downloaded as additional material along

with this current version of the book.

This book covers IBM Case Manager, Version 5.2. The previous edition covers

IBM Case Manager, Version 5.1.1.

Part 1 Concept and

overview

This part introduces the concept of case management and IBM Case Manager. It

provides case scenarios for case management systems and addresses the

design approach for those solutions.

This part includes the following chapters:

򐂰 Chapter 1, “Case management concept” on page 3

򐂰 Chapter 2, “Typical case management applications” on page 23

򐂰 Chapter 3, “IBM Case Manager overview” on page 35

򐂰 Chapter 4, “Inner workings of IBM Case Manager” on page 69

Part 1

2 Advanced Case Management with IBM Case Manager

Chapter 1. Case management concept

This chapter introduces the basic concepts of case management, including those

aspects of case management that make it unique compared with other types of

business applications. The relationship between case management and

enterprise content management, collaboration, and business process

management also are explored. Finally, the concept of case management

solutions is introduced.

This chapter includes the following sections:

򐂰 Case management overview

򐂰 What makes case management unique

򐂰 Case Management and IBM BPM Solutions

򐂰 The need for Enterprise Content Management

򐂰 The need for collaboration

򐂰 Case management solutions

4 Advanced Case Management with IBM Case Manager

1.1 Case management overview

Case management was developed because certain business applications that

are performed by knowledge workers require a great deal of flexibility,

adaptability, control, and collaboration to achieve successful outcomes.

Traditional Enterprise Content Management systems and the structured control

of business process management (BPM) are insufficient to meet the

requirements of these applications. In certain industries, such as healthcare,

insurance, and the legal profession, case management is fairly well-understood.

The case management approach, however, can be successfully applied to a

broad set of business applications. Doing so gives knowledge workers and

businesses the capabilities they need to achieve their business objectives.

Case management is built around the concept of processing a

case, which is a

collection of information and coordinated activities by knowledge workers or case

workers. A case represents an entity that the organization must process and it is

sometimes identified by having a subject, similar to the subject of a sentence or a

narrative. The subject can be one of the following types:

򐂰 Single person, such as a patient, customer, employee, or taxpayer

򐂰 Legal entity, such as a business, church, or government

򐂰 Two or more people or entities, such as in legal cases (Jones v. Smith)

򐂰 An event, such as a fraud occurrence, security violation, or system outage

case folder is a container that allows workers to store and retrieve information

that pertains to the case. It also tracks the tasks that are required to process the

case.

case management solution is the application of case management technology

to a particular business problem in a particular domain. You can use case

management solutions in the following scenarios:

򐂰 Customer complaint management where the subject is a customer

򐂰 Benefit enrollment where the subject is an employee

򐂰 Legal cases where the subject is a defendant

򐂰 Allow processing where the subject is a citizen

򐂰 Healthcare claim reimbursement where the subject is a patient

򐂰 Credit card dispute management where the subject is a customer

For any case management solution, there can be many active cases. For

example, the customer complaint management solution creates a case for each

customer complaint. The term

case instance is sometimes used to refer to these

individual cases.

Chapter 1. Case management concept 5

Case management solutions are knowledge-intensive. These solutions require

case workers to coordinate data, tasks, processes, and services to achieve a

positive business outcome. The case workers need a large degree of flexibility

and adaptability to process the case. The requirement for flexibility makes these

solutions difficult to implement in traditional Enterprise Content Management and

BPM systems because most traditional implementations require predictable and

repeatable processes. Cases are less predictable than traditional processes

because the case worker judgment and experience influence how the case is

handled, and therefore, the outcome. However, case management solutions also

are repetitive, and therefore, require process support that makes it difficult to

implement them by using only an Enterprise Content Management system.

Case workers are not the only individuals who interact with a case. A case

participant might be a user who helps process and close a case. A participant

also might be a user who performs management operations, such as

assessments, audit, and outcome analysis. Management functions can be

performed on a single case instance, or across many case instances. Case

management solutions provide participants with views into the case that allow

them to efficiently complete their assignments. However, not all the participants

in a case need the same level of flexibility or access to the case. In most

situations, one or a few knowledge workers control the case and other

participants are restricted to performing well-defined activities. The participants

who interact with a case can be organized by roles. For example, in a credit card

dispute case solution, roles might include customer service representative,

dispute agent, dispute supervisor, data clerk, and fraud investigator.

Implementing a robust and effective case management solution requires a

software platform with a range of capabilities, including content management,

process management, business rules, collaboration, and analytics. The solution

must integrate seamlessly into the work environment of the case participants.

The user interface must provide flexibility and allow a high degree of

collaboration among the participants. For example, the interface must allow a

user to dynamically add more tasks to a case already in process.

A case management solution must provide case workers with the full context of

the case they are working on. This context is referred to as a

360 view of the

case. In practice, case workers with enough privileges must have access to all

the information pertinent to a case. This information includes history, documents

of various media types, and content added by other case workers. In addition, the

360 view includes all the process information for the case. By having all the

relevant information available, case workers can make better informed decisions.

6 Advanced Case Management with IBM Case Manager

Effective visualization of case information (including case history) is important to

improve knowledge workers’ productivity. The ability to visualize how the case

looked at the moment in which decisions were made, combined with the

comments of the workers that took the decision, provides invaluable insights to

other workers or supervisors.

1.2 What makes case management unique

Case management looks at repeatable business problems from the perspective

of the knowledge workers, and it empowers the knowledge worker to solve those

problems. It does so with a flexible solution that bundles the case information,

documents, rules, and all the tasks that might be required to solve the business

problem.

Case solutions are goal-oriented, but a business goal can be achieved in multiple

ways, and not all of them can be predetermined. Therefore, case workers require

the flexibility to decide how the goal is achieved. The focus of a case

management solution is the goal-oriented nature of the problem being solved. All

the detailed aspects of the solution work to achieve that goal. Whether it is a rule,

document, task, or a group of data elements, these characteristics all work to

help bring the case to its end state.

This focus is where the uniqueness of a case management solution originates.

The goal-oriented approach, in case solutions, is different than that of traditional

BPM solutions, which focus almost exclusively around process. The focus

around a case and its interactions with data, rules, content, and processes is the

complexity that differentiates them.

1.2.1 Cases are goal-driven and unpredictable

The concept of a goal-driven case solution is to bring focus on what is needed to

be done to a case. A case is to be processed, completed, paid, or resolved. The

data, rules, and activities that are identified exist to support this end goal.

Although the case constructs are defined, each individual case instance has

enough variability that a knowledge worker judgment is required to manage the

case to its end state.

For example, in a credit card dispute case, the business goal is to resolve the

dispute. Although each case instance has the same goal, the outcome of each

case can be different. In the credit card dispute example, some disputes end with

the merchant returning money to the customer. Other disputes end with the

customer maintaining the charge on the credit card, the bank fixing an

accounting mistake, and so on.

Chapter 1. Case management concept 7

In this example, each case is completed with a different outcome, but all of them

met the same business goal of solving the credit card dispute.

A case management solution is designed to provide the tools to solve a

repeatable situation. In a credit card dispute resolution, the situation is customers

who are disputing charges to their credit cards. Although all of the processing

patterns are similar, each dispute is different enough to present a certain level of

unpredictability in the process.

The overall case design might look similar, but the case worker must react to new

information in ways that cannot be predetermined. New information can change

the outcome of a case in ways that can be determined only by the case worker.

However, not all aspects of a case are unpredictable, and so IBM BPM

technology can be used to model the predictable aspects of case solutions.

These predictable aspects of the case processing can be encapsulated into

process fragments that can be used as part of the toolset that case workers use.

Case management recognizes that a business goal can be achieved in multiple

ways, not all of which can be predetermined. The path that follows from the start

of a case to the completion of that case can be different for each case instance.

Not all activities or steps that are required to complete a case can be known

when you design the case solution. For the known activities, the order of

execution might be unknown.

1.2.2 Cases are knowledge-intensive

The reason IBM BPM and Enterprise Content Management technologies are

insufficient for implementing case management is that cases are

knowledge-intensive, which requires the judgment of case workers. Therefore,

the outcome of the case depends more on human judgment than on the

underlying technology. The technology, however, must support the case worker

by providing the tools that are needed to advance the case to its resolution. It

cannot replace the judgment of the case worker, and should not unnecessarily

constrain the actions of the case worker.

Although the outcome of the case depends on case worker judgment, case

workers cannot arbitrarily decide the fate of a case. Case workers must justify

their decisions and collaborate, as necessary, to reach those decisions. The case

management solution must support this knowledge-intensive activity by providing

the tools and facilities to help the knowledge workers accomplish their work. At

the same time, it must provide the persistence, history, tracking, and monitoring

that is needed to justify and audit case worker actions and decisions.

8 Advanced Case Management with IBM Case Manager

1.2.3 Modeling

Case and process modeling are separate. Modeling is the definition of the

solution. It uses a tool to describe the solution that must be run to the system.

The tool is normally called a modeling or design tool, and the model is the human

readable output or printout that is produced by the tool. The IBM BPM process

modeling is well-understood and formalized by standards, such as the Business

Process Modeling Notation (BPMN). Case management has not been studied as

long or as deeply. However, there is an effort underway at the Object

Management Group (OMG) to define a modeling notation that is called Case

Management Modeling and Notation (CMMN). This notation is in beta status.

CMMN helps clarify and formalize case management modeling.

From a modeling perspective, case modeling focuses on knowledge worker

needs. It allows the person who is modeling the case to define the tools that are

needed to complete a case. Those tools can be modeled as tasks, which can be

process fragments. The modeling of cases focuses on what must be done to

complete a case instead of how it is done. Tasks in a case then describe what

must be done. Not defining the how gives the case workers more flexibility to

decide the best tasks for a particular case instance.

IBM BPM models focus on the activities that are required to achieve the business

goal and the efficient ordering of those activities. Therefore, IBM BPM models

describe how the processes are done, in addition to what must be done.

1.2.4 Tasks

For the case model to achieve a balance between formal and informal processes,

the formal processes are broken into process fragments. This concept is the

case

task, which corresponds to a process fragment, but also might be

implemented with other non-BPM technologies.

Tasks break the model of cases into two levels of abstractions. A task represents

a higher level of abstraction than process and describes “what” must be done. A

task also can describe “why” it must be done. For example, a task to review a

customer’s application must be done if a new customer application is received.

This concept allows the person modeling the case to model at a higher level of

abstraction and avoid describing the details of “how” a task must be done. When

you model a case, you are trying to answer the “what” and “why” questions by

using tasks. In contrast, when you model a IBM BPM process, the designer

answers the “what”, “who”, “when”, and “how” questions.

Chapter 1. Case management concept 9

The implementation of the task details corresponds to the lower level of

abstraction. Implementation might involve modeling a process fragment where

you answer the what, who, when, and how questions. However, it also can be

implemented by other technologies or applications.

Figure 1-1 shows the IBM Case Manager case task page with a model of a case

that contains seven tasks. Tasks are not connected with lines as they are in

traditional IBM BPM systems because there is no execution order between them.

The tasks are designed as tools for the case worker.

Figure 1-1 Example of tasks modeling in Case Manager Builder

10 Advanced Case Management with IBM Case Manager

1.2.5 Routine work and knowledge work

Most case solutions require knowledge workers and routine workers. Routine

workers are sometime called

heads-down workers, and are assigned repetitive

work that requires little judgment. Routine workers are suited for data entry

applications, such as scanning correspondence, and certain types of IBM BPM

applications.

In processing cases, organizations must manage the use of routine workers and

knowledge workers assignments. Most organizations manage the two pools of

workers separately, and separate routine workers roles and knowledge workers

roles. The concept of role allows organizations to fulfill those assignments by

moving workers between the roles, or having workers who are assigned to

multiple roles. Roles allow managers and supervisors to quickly and easily move

resources where they are needed.

1.3 Case Management and IBM BPM Solutions

Case management solutions have a primary focus on the data around the case

and what is needed to complete it. In a IBM BPM solution, the focus is on the

process and what is needed to complete it. The confusion at times comes when

the case uses a defined process. The use of these defined processes (which can

use IBM BPM) is needed within the case solution, but is not the focus of the

solution. The processes are short lived and achieve a specific purpose, such as

obtaining specific information, processing a rule, gaining approval, asking for

input, or updating other systems with decision.

Case management and business process management solutions have the

following key differences:

򐂰 Cases tend to be more unpredictable and rely more on a knowledge worker’s

judgment than on system control or business-rule-based control flow.

򐂰 The emphasis of case management is on designing a flexible process to drive

a business goal. The emphasis of business process management is on

designing a repeatable step-by-step procedure to solve a business problem.

򐂰 In case management, the business problem is solved by a knowledge worker

who is using tools in the form of tasks that are not necessarily modeled. In

business process management, the business problems are always solved by

following a modeled process.

򐂰 Case management solutions focus on the case and its data and activities, and

how to complete the case. BPM solutions focus exclusively on the process

and how to best accomplish that specific process.

Chapter 1. Case management concept 11

򐂰 Cases have a nondeterministic lifecycle and can exist for a long time. IBM

BPM processes have a deterministic lifecycle and focus on processing within

a shorter timeline.

򐂰 Cases always involve human participants, whereas a business process

management solution might not involve any human participants.

򐂰 Cases always involve content because content is what knowledge workers

use to make decisions, whereas processes might not include content at all.

򐂰 The knowledge workers who process a case decide which tasks are required

to complete the case. In a business process management system, the

software requires activities that are specified in a process model or business

rules.

򐂰 When a case is closed, the case folder remains accessible. Case closure (or

completion) is a relative term in that a case is always accessible and can be

reopened for more processing, as required.

Case management solutions are considered partially repeatable, which means

that much of the processing is repeatable, but not entirely. The business goal is

always the focus, but the path to accomplish it is non-deterministic. The tasks

might or might not be performed, which is different from traditional IBM BPM.

Case management recognizes that many solutions cannot be fully described in a

IBM BPM system because of one or more of the following factors:

򐂰 The focus is on the case data, not the process.

򐂰 The flexibility that is required by knowledge workers is contrary to the forced

control flow that is imposed by processes.

򐂰 Not all the tasks are known beforehand.

򐂰 The order of the tasks is unknown.

򐂰 The case data outlives the process completion.

There are several technologies that provide process functionality. These

technologies go from formal, structured processes at one end of a spectrum to

informal processes at the other. Formal processes were called

production

workflow

in the 1980s, and today are implemented by IBM BPM systems. These

solutions also are referred to as

process-centric.

A formal process encodes the business goals the process is designed to

accomplish, which gives the IBM BPM system full control over the business goal.

Formal processes might not have any human intervention. If they do, the

participants on the process do not need to know the business goal. If the

participants run their assigned activities, the IBM BPM system ensures that the

business goals are achieved.

12 Advanced Case Management with IBM Case Manager

The IBM BPM system is in complete control, which allows vendors to provide a

full suite of functions to model, track, monitor, and manage the processes. The

process can contain business rules that change the execution path of the

process, but the path that is taken is always modeled.

At the other extreme of the spectrum, informal processes were called

ad hoc

workflows

in the 1990s. They evolved into collaborating technologies, including

email and instant messaging. The informal process is not modeled and cannot

be easily tracked by the system. The participants in the process must agree on

and understand the business goal and have enough information about how to

achieve it. There is no process to follow, and the system does not know when the

goal is achieved or when the process is started. These types of processes and

technologies are useful for non-repetitive and one-of-a-kind assignments that do

not need to be tracked or audited.

Case management tries to achieve a balance between formal and informal

processes by formalizing parts of the process. These parts are called

process

fragments

or tasks. In addition, the system is aware of when the case starts and

when it finishes so it can track and monitor the cases. In a case management

system, the case workers are in control of how cases are processed. However,

they do not need to know all of the details about how to achieve the goal, and the

system can detect when it is achieved. The process fragments and tasks are

available as tools for the case worker to use.

Chapter 1. Case management concept 13

Figure 1-2 shows aspects of the process spectrum and positions case

management against formal and informal processes. It does not cover all

aspects of case management, but it includes some of the aspects that are

common with business process management.

Figure 1-2 Process spectrum

One aspect that is not shown in this figure is management and control. Within a

case management system, this is an overarching aspect of a solution. For

example, as shown in Figure 1-2, the line is drawn between “Process History

important for auditing” and “Documents and recordings are critical to justify

decisions” separating the nature of formal and informal processes. In contrast,

case management has an overarching view on both sides of the spectrum

concerning the case.

14 Advanced Case Management with IBM Case Manager

1.4 The need for Enterprise Content Management

During the processing of a case, multiple documents can be produced and used

by the various participants who interact to solve the case. Documents are a key

part of any case management solution because knowledge workers depend on

documents to complete their tasks. Case workers are no different, and so, while

resolving a case, multiple documents can be created and used. These

documents can be emails, text documents, spreadsheets, voice recordings,

images, video clips, presentations, and others. All this information must be stored

and organized as part of the case. This process requires cases to have a flexible

and familiar containment mechanism, similar to a folder structure in a file system.

However, a typical file system is not flexible enough to store case information. For

example, a document might be used simultaneously in multiple cases, and

therefore must be in each case folder. A change to the document must be

reflected in all the cases. It also is important that metadata, version, and security

are maintained so the complete history of the case is kept current and traceable.

These requirements are achieved in case management solutions by using an

Enterprise Content Management system to implement a case folder to collect the

information that is related to the case. A case folder (and all its contents) is

maintained after the case is complete for legal and compliance reasons. The

retained case also can be used in future cases or for analysis across cases. A

well-designed case management solution must include the design of the content

management aspects, such as folder organization and document types, including

metadata.

1.4.1 Information complexity

The amount of information or documents that is required to complete a case can

be different for separate instances of the same case solution. Certain cases

require more documentation or investigation than others, which means that

cases can have different amounts of information. This complexity translates into

case information complexity, which requires high levels of organization. Case

documents and information are normally organized in a hierarchical containment

structure that is similar to a traditional folder structure called a

case folder. For

example, a customer dispute case might have a folder structure as shown in

Figure 1-3 on page 16. The folder structure is populated with the documents and

files that are required to solve the case.

Chapter 1. Case management concept 15

A case can contain multiple documents of various types. To manage these

documents, you must associate metadata with them. You also need content and

metadata search capabilities. Finding information in a case is different from

finding information in a database because that information might be inside

documents that are stored in the case file. Case workers must easily find the

information that they need to work on the case, even if it is buried inside

documents. Enterprise Content Management systems make it easier to work

with this complexity of information.

The need to find case information is not important only for case workers who

handle a single case instance. It also is important for participants, such as

managers or analysts who deal with aggregations of case instances. These

participants must extract patterns from case information. For example, they might

want to determine the frequency that a particular pattern occurs in a collection of

cases. In the credit card complaint solution, a manager might want to find the

percentage of complaints that are filed for a particular product or a particular

merchant. This information might be present only in the documents or emails that

are contained in the cases.

1.4.2 Security

By using an Enterprise Content Management system to store case management

content, including information and documents, you can maintain fine-grain

access control over the information. It is common for cases to deal with sensitive

information, so these documents must be protected from unauthorized access. In

certain scenarios, even those working on the case should have limited access to

the case information.

1.4.3 Retention

Case information is long-lived and can be subject to the lifecycle of content

objects in an Enterprise Content Management system. In particular, when the

processing of a case is completed, all of the case information remains and is still

available for users with the correct security privileges. Therefore, cases can be

reopened for processing or auditing, if required.

Case information, including history and documents, can have regulatory

compliance retention requirements. Cases often are implemented as a case

folder (see Figure 1-3 on page 16) to collect all information and documents that

are related to a particular case instance. The case folder is retained after case

completion. Retaining case folders allows future cases to use the existing case

information, and facilitates compliance with legal and regulatory requirements.

16 Advanced Case Management with IBM Case Manager

For example, certain documents might need to be retained for five years,

whereas others must be retained for 10 years. The case management system

must enforce these regulatory compliance policies and satisfy audit

requirements. Even when regulatory compliance is not required, the retention of

case information is important for auditing purposes.

Figure 1-3 Example case showing partial case folder structure

Chapter 1. Case management concept 17

1.5 The need for collaboration

Case workers not only need information about the case to make decisions, but

must collaborate with other participants in the case. Most of this collaboration is

through the documents and information that is contained in the case folder.

These items include case notes, extra documents that are added to the case,

and decisions that are made. Other collaboration can occur through case worker

communication. Case workers must communicate with others who are working

the same case through case notes, instant messages, email, and phone

conversations. Technology supporting a case management solution must provide

these types of collaboration technologies. It also needs the capability to maintain

the collaborations as part of the case folder for case resolution and audit

purposes.

Case management recognizes that not all the tasks, steps, or activities of a

solution can be predefined. Therefore, case worker judgment and collaboration

are used to resolve the case. In certain case solutions, negotiation and

collaboration between case workers can be more important than imposing a fixed

set of activities in a particular order. However, too much negotiation and

collaboration can slow down the resolution of a case. Therefore, a balance must

be achieved. In many situations, experienced case workers can achieve the

correct balance. In other situations, business rules and analytics in the form of

decision support can be used to help strike the correct balance.

1.6 Case management solutions

A case management solution provides the software environment for case

workers to collaborate on the completion of cases. The solution can be modeled

and deployed by using a case management system. The solution is implemented

by using multiple technologies that include Enterprise Content Management,

collaboration, business rules, IBM BPM, and others. A case management system

is used to bring all of those technologies into a coherent framework.

Although the case is the focus of a case management solution, the solution might

be composed of multiple types of cases. For example, a customer complaint

solution might have multiple types of complaints, depending on the product or

service the customer is complaining about. Each type of complaint can be

slightly different and can be managed by a different type of case worker.

Therefore, a solution often is composed of one or more types of cases.

18 Advanced Case Management with IBM Case Manager

Case management software solutions are appropriate for situations in which the

work that must be accomplished is goal-oriented, knowledge-intensive, and

highly collaborative. These types of solutions are based on documents, such as

emails, faxes, pictures, and videos. These documents are required for the

knowledge workers to make decisions that are based on their judgment. Case

management provides the tools and collaboration environment for the knowledge

workers to complete their cases.

Case management solutions also are appropriate for work that involves complex

decision making by knowledge workers that is based on the information and

documents that are associated with case instances. Typical applications include

exception handling, complaint or dispute management, contract management,

lending applications, benefits enrollment, invoice processing, change request,

and incident reaction. These types of solutions require the integration of

capabilities from multiple technologies that include content management, IBM

BPM, collaboration tools, social software, business rules, and analytics. The

case paradigm is applicable in multiple industries and environments that include

insurance, banking, healthcare, government, and utilities.

1.6.1 Case data

A case consists of a collection of information that is used to achieve a business

goal. The first step in designing a case management solution is the identification

of this information. This information is in addition to the folders, documents, and

tasks. The case data defines what is needed for the case to be processed. This

data can come from a number of sources, forms, documents, external systems,

and user input. After it is collected, this data is maintained throughout the

lifecycle of the case to allow the knowledge worker to process the case through

completion. In addition, it should include data that is relevant for reporting and

processing (tasks).

A clear understanding of the data and its source is needed to design the solution.

Understanding when and where to obtain the data, and how and where to update

it is important. The data processing might be by a business task, a data entry

window for the case worker to complete, or by external systems. In all cases, you

want to keep the case data in the case folder for processing and archival

purposes.

Chapter 1. Case management concept 19

1.6.2 Case folder

The natural way to organize case information is to use a case folder in an

Enterprise Content Management system. The case folder can contain a folder

structure with subfolders that contain documents, history, and other information

that is used to process the case. In general, the case folder contains all the

information that is used to process and manage the case.

The case folder provides the context for the case workers to do their work. The

information that is contained in the case folder can be categorized into the

following types:

򐂰 Properties: Not all case information is contained in documents. There are

discrete properties that identify the case and hold important status

information about the case. These properties, such as the customer name,

case priority, and account number, must be associated with the case folder.

򐂰 Documents: Case management is content-centric, and case workers as

knowledge workers base their work on documents, including emails, text

documents, pictures, and spreadsheets. The case folder provides the

container to collect all the documents that are used in solving the case.

򐂰 Tasks: The case folder contains all of the tasks that can be used in the case,

and each task contains state information. Some tasks might be waiting to be

run or are running or completed. This state information and history must be

preserved in the case folder.

򐂰 History: Everything that happens to the case and its content must be

recorded as history. The case folder provides the container to keep that

history. The history includes when the case was created, when documents

and information were added, case comments, when tasks were started and

completed, and so on.

This collection of diverse and rich information is important to maintain in a central

place for case consistency and integrity. That central container is the case folder.

Having the case folder in an Enterprise Content Management system provides

the governance, lifecycle management, searching capability, archival integrity,

and security that is required. Case information is long-lived; therefore, after the

case is completed, the case folder and its information can be maintained in the

Enterprise Content Management system for future reference.

Cases must react to what is happening in the case folder so new tasks can be

run. New tasks might be needed when documents are added to the case, case

properties are modified or based on case actions. Case workers in the correct

role and with enough security privileges can view the state of the case tasks.

These case workers also can disable, run, and add new tasks to the case.

20 Advanced Case Management with IBM Case Manager

Figure 1-4 shows the basic functions of the case folder.

Figure 1-4 Case folder concept

1.6.3 Tasks

In a case management solution, tasks are tools the case workers use to process

a case. The case worker or workers in charge of a case must decide which tasks

must be run to complete the case. Depending on the modeling of the case

solution, tasks might be started by the system or classified as required or

optional. A case worker with enough privileges can start, disable, or add tasks,

depending on the requirements of the current case instance. Figure 1-5 on

page 21 shows the interface that a case worker can use to interact with the tasks

in a case solution that is implemented with IBM Case Manager.

Chapter 1. Case management concept 21

Figure 1-5 Example of tasks available to the case worker

Well-known tasks can be defined as part of the modeling of the case solution.

(Figure 1-1 on page 9 shows an example of such a model.) However, not all of

the tasks are understood at modeling time. The case workers can add tasks

when they are working a case. In case modeling, tasks introduce a higher level of

abstraction than the process fragments. During the processing of an actual case,

tasks introduce a higher level of control. Case workers with the correct privileges

can see and control the tasks by using an interface similar to the one that is

shown in Figure 1-5. Other case participants see work to be done in their role or

personal in-baskets and might not have access to the high-level tasks. Tasks are

not assigned to people; however, personnel assignments can be done in the

process fragments implementing the tasks.

Tasks can be nested and composed of other tasks. Tasks that contain other tasks

are called

container tasks. These tasks allow business analysts to organize case

solutions into sets of tasks that might be required at different phases of the case.

Neither Enterprise Content Management systems or BPM systems use tasks as

implemented by case management systems. Therefore, flexible case solutions

that use the task concept can be implemented only by using a case management

system.

22 Advanced Case Management with IBM Case Manager

Chapter 2. Typical case management

applications

This chapter addresses some of the typical solution patterns, in various

industries, where case management can be used. It also explores a case

management application example and the complaint management application in

greater detail.

This chapter contains the following sections:

򐂰 Typical applications

򐂰 Complaints management example use case

24 Advanced Case Management with IBM Case Manager

2.1 Typical applications

As described in 1.1, “Case management overview” on page 4, some solutions

are better-suited for case management than for other technologies. The need for

case management emerges from the need to provide flexible solutions that are

targeted for knowledge workers. These workers are more experienced and solve

complex business processes. These workers require a complete view of the

business process, including the properties, documents, roles, and activities

necessary for successful resolution. These solutions traditionally were

implemented by using business process management (BPM) or enterprise

content management (ECM) technologies. These technologies are focused on

subsets of the overall process that results in complex and expensive custom

applications, which often cannot meet the flexibility that is needed by the

knowledge workers.

Historically, BPM and ECM solutions focused on process automation and the

business process workers. Case management changes this focus towards the

knowledge workers. The knowledge workers are more expensive resources and

were poorly served by previous technologies. Their jobs involve complex

decisions and the need for technology that can adapt to the changing business

needs of each potential business object that they are working with.

Knowledge workers also are faced with finding ways to more efficiently work with

complex business situations. These knowledge workers require flexible software

technologies to help solve these situations. Case management solutions equip

knowledge workers with the tools they need to achieve their goals in a complex

business environment. Companies benefit from providing these valuable

resources with the tools to allow them to focus on the areas where their

knowledge is best applied.

The case management paradigm of having a case folder to contain all pertinent

information and data that is required to solve a problem is used in multiple

industries. In certain areas, there are industry-specific case patterns that are

found, such as mortgage underwriting, insurance claims, or court case

management.

Chapter 2. Typical case management applications 25

Many of these patterns are applicable across several industries to meet multiple

situations. Examples include, customer complaints, investigations, or back-office

operations, such as employee onboarding. Investigation (specifically fraud

investigation), is a solution pattern that can be applied across many industries.

For example, a customer inquiry into a banking account can trigger a fraud

investigation. Another example is a government agency that is looking into the

possibility of fraud within a disability claims case. These scenarios can lead to

multiple related cases being created and tracked.

2.1.1 Solution patterns

Cases involve processes that vary from structured, repetitive, goal-oriented work

to processes that are unstructured and unpredictable. Providing knowledge

workers with the tools to solve this work with the necessary control and

collaboration results in several solution patterns that can be used to define where

case management solutions are used. Case management solutions are based

on the following patterns:

򐂰 The identification of a business object that is the central focus of the process.

This object is represented as a case folder that contains all of the properties,

interactions, activities, and supporting content.

򐂰 The solution is designed for knowledge workers or experts to have access to

the activities that are necessary to solve the business situation by using a

combination of structured and unstructured approaches. The experience and

judgment of the worker affect how the resolution is achieved.

򐂰 The use of event-driven activities where the arrival of documents or changes

to the case starts an activity. For example, a bank customer filing out a

dispute form might automatically start a credit card fraud investigation review

activity.

򐂰 The use of non-predetermined activities as a major element of the solution,

which allows knowledge workers and experts to add activities to the solution

as needed.

򐂰 The use of rich content as part of the solution. Most complex business

situations require multiple types of document content, including text

documents, spreadsheets, presentations, video, and pictures.

򐂰 The need to provide collaboration technologies to support the knowledge

workers and experts who are solving the business situation.

򐂰 The use of analytics for seeking patterns among real-time or historical data.

26 Advanced Case Management with IBM Case Manager

2.1.2 Applications by industry

In today’s environment, Industries face many challenges. One of them is

providing the tools and information for their valuable knowledge workers to focus

on applying their critical skills to best meet the businesses needs.

Ultimately, this translates to improved customer satisfaction, whoever that

customer might be. Case management technology helps by providing a flexible

environment where applications can be built that focus on the knowledge worker

and decision makers within the organization. In addition to cross-industry

patterns, each industry has specific processes that are well-suited for case

management.

Government

Economic changes and the need to more efficiently respond to the needs of

citizens forced government agencies to respond accordingly. Increasing

demands for transparency and interoperation between agencies increased the

need to implement solutions that can provide complete views of their processes

and citizen interactions.

Many government agencies are facing financial crises that are forcing them to

seek more efficient and complete methods of providing services. The varied

requests and services that are provided lend themselves to case management

solutions. Some of the following challenges are commonly addressed:

򐂰 Benefit enrollment administration

򐂰 Grant request and administration

򐂰 Organizational license applications and renewals

򐂰 Criminal and civil investigations

򐂰 Citizen management

򐂰 Taxpayer management

򐂰 Court case management

򐂰 Investigations (criminal, fraud, and general)

򐂰 Citizen inquiries and complaints

Insurance

Increased competitiveness, regulation, and the frequency of growth through

acquisition increased the needs for companies within the insurance industry to

find solutions that can be deployed across the entire organization. The need to

provide consistency within business processes became a focus that is coupled

with the need to increase the ability of knowledge workers to perform effectively.

Chapter 2. Typical case management applications 27

Additionally, insurance companies find themselves with multi-faceted

relationships with their customers. It becomes increasingly important for

knowledge workers to have a complete view of the customer relationship when

they are interacting. The ability to provide consistent applications for

organizations that have grown through acquisitions becomes an essential

business need. The following insurance industry challenges are ideal candidates

for case-based solutions:

򐂰 Policy underwriting

򐂰 Policy maintenance

򐂰 Claim processing

򐂰 Auditing

򐂰 Customer inquiry

򐂰 Customer complaint

򐂰 Annuity management

Banking

The banking industry recently saw many changes because of increased

regulation and the effects of the recent economic cycle. There was an increased

level of attention towards the managing of and interactions with customers and

implementing stricter enforcement of policies and capturing the activities

supporting decisions. Increased attention to customer relationships resulted in

more focus on consistency of service and providing knowledge workers with a

complete view of the various aspects of any process that they are working. The

efficient management of customer interactions or inquiries is as important as

asset management. The following banking industry challenges are ideal

candidates for case-based solutions:

򐂰 Loan underwriting

򐂰 Loan post close review

򐂰 Mortgage servicing

򐂰 Dispute resolution

򐂰 Customer inquiry

򐂰 Account opening and maintenance

򐂰 Credit/Debit card inquiry

򐂰 Loss mitigation

򐂰 Commercial lending

򐂰 Consumer lending

򐂰 Investment and wealth management

28 Advanced Case Management with IBM Case Manager

Healthcare

The healthcare industry underwent dramatic changes with increasing

government regulations, coupled with a growing need for healthcare services.

These changes forced the industry to become more efficient. The nature of

healthcare processes makes highly structured and rigid applications unusable,

which imposes unnecessary constraints. The high percentage of knowledge

workers in the industry and the challenges make many of the following processes

ideal candidates for case-based solutions:

򐂰 Patient discharge

򐂰 Care coordination

򐂰 Healthcare fraud and abuse

򐂰 Clinical trials coordination

򐂰 Claims adjudication

򐂰 Member management

򐂰 Provider management

Utilities

The utilities industry, like many others, underwent changes in technology with

many companies working to modernize their case management systems. With

many manual and paper-based processes, they provide an open environment to

apply case management solutions. As a highly regulated industry, the need to

efficiently complete business processes is a high priority. With the large effect of

increased weather-related incidents, the utilities industry discovered areas that

require increased management and efficiency to handle these extreme

variations. Case management solutions in the utilities industry address the

following challenges:

򐂰 Rate case justification

򐂰 Claim management

򐂰 Post disaster management

򐂰 Permit request management

򐂰 Land rights management

򐂰 Property management

Chapter 2. Typical case management applications 29

2.2 Complaints management example use case

Throughout this book, an example that is based on complaints management is

used to show the key aspects of the IBM Case Manager. Complaints

management is used because it is a good fit for the Case Management

paradigm. This section outlines a set of business requirements for this scenario.

There are many types of complaints management systems, including handling

service complaints, product complaints, and government-related complaints. The

example that is used here is a simplified and relatively generic version so that it

can be applicable to various different industries. Although intended to be realistic,

it is fictitious and is intended for illustrative purposes only. It does not describe

any exact processes or industry preferred practices.

In the example scenario, a company sells products and provides various

services. It has a centralized complaints management system that handles any

issues from customers. A customer calls in to lodge a complaint and a

representative completes a complaint form, which in turn creates the case that is

used to track this complaint.

The complaint case is first reviewed for validity and then is routed to a specialist,

depending on the category of the complaint. The process of resolving the case

does not necessarily take the same path every time. However, it almost always

involves collecting documents, collaboration between individuals and teams, and

tasks, such as reviews and investigations. Different tasks must be carried out

depending on the nature of each complaint. The outcome of the case relies on

the experience and judgment of the person who is working on the complaint

case. That person is guided by the company rules and regulations.

In this example, if the complaint is from a customer with a high rating, more tasks

must be performed. The customer rating is based on business rules. This rating

can depend on various different factors, such as transactions revenue, the

number of previous complaints, and time of membership.

In the real world, almost every case management system must be integrated to

one or more external systems. The example shows how this configuration is

supported through different integration points.

Many companies have a team of analysts who are responsible for analyzing the

historical patterns of the complaints and their outcomes. This process allows the

company to gain a better insight of customer-related issues. By learning from

previous complaints cases, the company improves not only its case processing,

but its products and services. The optional Content Analytics component can be

used to analyze the complaint data, comments from the case workers, and case

documents across many complaint cases.

30 Advanced Case Management with IBM Case Manager

For more information, see the previous version of this IBM Redbooks publication,

Chapter 18, “Integration with IBM Content Analytics”. The previous version of the

book can be found as part of the downloadable material that is associated with

this book. For more information, see Appendix A, “Additional material” on

page 563.

2.2.1 Complaint scenario

In the example, a company provides commercial products and services to many

customers. The company realizes that customer complaints can be a gold mine

of important information. They consider a complaint as valuable as any positive

feedback, maybe even more so. They want to process these cases efficiently,

and collect all of the feedback and related information centrally to support their

continuous quality improvement processes.

The company can receive complaints through the following methods:

򐂰 The customer calls the support line or a particular account representative to

lodge a complaint.

򐂰 The customer emails the complaint to the company.

򐂰 The customer fills out an online form that is provided on the company website.

򐂰 The customer sends in a written complaint by mail or fax.

The company has a Customer Relationship Management (CRM) system that

manages all of the details about their customers. All complaints must be matched

to a record in the CRM system, and the relevant information is added to the case

so that it is available to the reviewer.

The company uses a multi-dimensional system for rating its customers to help

give a balanced view of the customer and support the customer communication

processes. If a complaint is received from a high-value customer, the account

manager for the customer is notified. The account manager then contacts the

customer to assure them that the complaint is receiving attention.

In some situations, the client manager or customer relationship staff also might

suggest a different product to the customer as an alternative. From the case

management perspective, this up-sell activity means that a separate set of tasks

must be processed and tracked in the context of the case.

Handling complaints can span many departments in the organization. The

process often starts at the support contact center, and, depending on the nature

of the issue, is categorized into an appropriate type: Product, Service, Billing, or

Others. There are separate guidelines for the processing of each of these types

of complaints.

Chapter 2. Typical case management applications 31

Based on the type of the complaint, specialists might need to review the case in

detail. If the complaint is related to a safety issue, it must be routed to a special

department that carries out the necessary investigations.

2.2.2 Resolving the case

The complaint review process starts upon receipt of the complaint and a review

case is opened. The process ends and the case is closed when a final

determination is made by the principal assigned reviewer and communicated

back to the customer.

Company policy requires a response to all complaints. The reviewer is

responsible for finding a resolution in a timely manner. The first step is to screen

the complaint. For spurious complaints, no further action might be needed, and

the case is closed. All non-spurious complaints are reviewed by trained

specialists who have a deep understanding of regulatory requirements and

company policies and procedures.

Reviewing product-related complaints requires a good understanding of the

products and their components. In these cases, a specialist in the product

department is assigned to review the case. If it is a non-product-related

complaint, a specialist from the complaints department takes the case.

The specialist collects all of the necessary documentation that is related to the

case. This process might involve requesting more information from the customer

or getting information from other systems inside the company. In complex cases,

a small team of specialists might work on the case cooperatively. If a product

safety issue is suspected at any point, a safety investigator is required to

participate in the review and provide an assessment.

After the final determination is made, the outcome is communicated back to the

customer. Depending on the severity and complexity of the case, a formal report

might be filed in the case folder.

The specialist teams are led by their team managers. The managers are

responsible for the monitoring of service levels, distribution of work, and ensuring

correct operations by the teams. The managers have the authority to assign

tasks and to reassign work from one member of the team to another.

32 Advanced Case Management with IBM Case Manager

2.2.3 Content that is related to the case

As with most case management situations, handling complaints involves the

collection of documentation that is related to the case. The documentation

includes all forms of communication with the customer that is related to the

complaint, internal review and investigative reports, and any documentation that

is required for compliance purposes.

The case reviewer is responsible for ensuring the completeness and consistency

of the documentation. The information must be able to be used as evidence to

support the decision-making process. Case information that is related to

complaints is used by the Quality Review Board in their regular sessions. It also

is used to support the analysis of trends and to help identify new issues and

systemic discrepancies.

The following types of documents might be collected as part of a complaint case:

򐂰 Complaint form: Standard form that is completed by the customer and sent

through mail, email, or fax that describes details of the issue.

򐂰 Correspondence and supporting documents: Any written communication with

the customer, including extra documents that are received, such as receipts,

invoices, emails, and pictures.

򐂰 Reports: Internal reports from reviewers or investigators.

򐂰 Phone recording: Any phone calls that are recorded during the case.

򐂰 Contracts: Any updated or new contracts that involve product up-sell or

service agreement changes.

There are associated tasks that run automatically whenever certain types of

documents are added to the case; for example, a review process when a new

contract arrives.

Chapter 2. Typical case management applications 33

2.2.4 Integration with other systems

The following systems are involved in this example:

򐂰 The company Customer Relationship Management (CRM) system. Details

about the customer’s account must be retrieved from the CRM system and

added to the case information.

򐂰 The Customer Rating system. This rules system is used to calculate the

customer rating. The rating is requested at the start of the case and added to

the case information.

򐂰 The account managers portal. For high-rating customers, the appropriate

account manager on the portal is sent a task to reach out to the customer.

򐂰 Analysis system. Case information, including all the documentation and

comments, must be made available for analysis.

34 Advanced Case Management with IBM Case Manager

Chapter 3. IBM Case Manager overview

By using IBM Case Manager, you can manage structured and unstructured

processes and content in dynamic, highly collaborative, and flexible ways. IBM

Case Manager supports the agile methodology by providing an environment on

which you can design, develop, validate, and test case solutions interactively.

IBM Case Manager also provides a rich set of tools for administration, template

management, and importing, exporting, and transferring case solutions to and

among various environments.

This chapter includes the following sections:

򐂰 IBM Case Manager capabilities

򐂰 IBM Case Manager environments

򐂰 IBM Case Manager components

򐂰 IBM Case Manager architecture

򐂰 IBM Case Manager configurations

36 Advanced Case Management with IBM Case Manager

3.1 IBM Case Manager capabilities

IBM Case Manager provides capabilities for integrating content, processes, and

people into a unified platform for building case management applications. This

section describes the capabilities of IBM Case Manager, including content and

process management, collaboration and social software tools, business rules,

and analytics.

For more information about licensing of IBM Case Manager components, see the

following website and search for the term “Case Manager”:

http://www.ibm.com/software/sla/sladb.nsf

3.1.1 Case design and deployment

By using IBM Case Manager, you can design and deploy case solutions that

model real-world business solutions in any industry. Business analysts can use

the Case Manager Builder interface to create case solutions, such as Claim

Processing, Loan Processing, or Complaint Management in insurance and

banking sectors, or solutions in any other industry. The solutions can then be

easily deployed into the testing and production environments.

3.1.2 Case management

IBM Case Manager enables case workers to easily create cases, monitor their

in-baskets for outstanding work, process case work, and browse and search

cases. The user interface can be easily configured based on user roles and

customized, depending on specific needs of managing cases of a particular type.

3.1.3 IBM Case Manager API

The IBM Case Manager API serves as the integration tier between IBM Case

Manager components. For example, at design time, Case Manager Builder uses

the API to fulfill the requests that are related to the deployment of a solution in

the development environment for testing. At run time, Case Manager Client uses

the API to create, run, and manipulate cases and tasks. Custom applications can

use the IBM Case Manager API within custom widgets for the Case Manager

Client or a new user interface. For system and solution administration, the IBM

Case Manager administration client uses the API to deploy, administer, and

manage solutions in the development, test, and production environments.

Chapter 3. IBM Case Manager overview 37

3.1.4 Tools

IBM Case Manager provides various tools, such as IBM Case Manager

administration client, Document Generator (DocGen), and precondition checker.

Administrators and Business Analysts use these tools to configure and manage

their case management system for optimal use.

3.1.5 Solution templates

Solution Templates help organizations to jump-start the process of developing

case management solutions. The IBM DeveloperWorks website contains a set of

templates for several lines of business applications. Business analysts can build

solutions from these templates. The IBM Case Manager administration client tool

provides support for creating solutions from templates or templates from

solutions. The IBM Case Manager administration client also can be used to copy

solutions. Solution templates contain a predefined set of artifacts. These artifacts

include case metadata, roles, in-baskets, document types, page definitions, case

types, properties views, business rules, and task definitions. They can be

deployed into an IBM Case Manager environment. Solution templates capture

preferred practices for a case management use case, and can be modified to fit

the individual needs of an organization.

3.1.6 Content and process management

IBM Case Manager is built on top of a robust Content Platform Engine for content

and process management. Content Platform Engine is part of the IBM Case

Foundation platform. It allows case data and related content to be stored in an

enterprise-level content repository. At the same time, its active content capability

allows the system to automatically respond to important changes in any content

object that is stored in the repository and performs operations, such as filing it in

the appropriate case file, starting a case task for a case worker to work on the

received document or create a case. Case tasks run as processes in Content

Platform Engine to deliver work to case workers or external systems that are

integrated to the solution. IBM Case Manager supports automatic, manual, and

user-created case tasks.

3.1.7 Collaboration and social software tools

IBM Case Manager brings the power of collaboration to case management. This

capability allows case workers to ask other knowledge workers or experts for

advice in real time without leaving their case management environment. IBM

Lotus® Sametime® Entry is seamlessly integrated into the IBM Case Manager

Client and enables case worker to use instant messaging.

38 Advanced Case Management with IBM Case Manager

3.1.8 Business rules

IBM Case Manager has an embedded rules engine that allows business analysts

to add decision-making logic to a case solution directly within the IBM Case

Manager Builder tool. Case Manager Builder includes two design tools for

designing business rules, one text-based and one table-based.

3.1.9 Case analytics

By using IBM Case Manager, you can analyze, monitor, and report information at

the case level. It enables case workers, line-of-business managers and business

analysts to identify dynamic trends, and track the case and task processing. It

also allows them to monitor key performance indicators (KPIs) or service level

agreements (SLAs) in real time. This capability is part of the Case Analyzer

component, which processes information from IBM Case Foundation.

3.1.10 Reporting

IBM Case Manager supports powerful reporting that is based on IBM Cognos®

BI reports and Real Time Monitoring dashboards. You can customize reports to

view historical and work-in-progress data that is generated by Case Analyzer by

using online analytical processing (OLAP) cubes.

3.1.11 Content Analytics

IBM Case Manager uses IBM Content Analytics with Enterprise Search for text

and content analysis. This capability enables knowledge workers to analyze the

unstructured data within cases and identify statistically significant correlations.

Content Analytics uses case documents, case comments, and case metadata for

the analysis.

3.1.12 Forms integration

IBM Case Manager integrates with two form management components and

products: IBM FileNet eForms and IBM Forms. This integration allows you to use

customized, easy-to-use forms in your case solutions.

Chapter 3. IBM Case Manager overview 39

3.2 IBM Case Manager environments

IBM Case Manager is built on top of the IBM Case Foundation platform. This

configuration uses existing business process and content management to

simplify the creation, deployment, testing, and management of case solutions.

IBM Case Manager uses Content Platform Engine for creating and accessing

case solution objects and provides workflow processing and task running within

cases.

3.2.1 Environments and case management phases

IBM Case Manager supports three phases to accomplish end-to-end case

management: design, test, and manage. To realize the three phases, IBM Case

Manager supports three environments: development, test, and production. The

case design tool (Case Manager Builder) is used in the development

environment where the solution design phase takes place. After the design is

finished, case solutions are deployed on the test system. The test environment is

similar to a production environment, but it is used for user-acceptance testing or

pre-production testing. This process is called the testing phase. Solutions then

are deployed and run on a production environment, where the manage phase

takes place.

Development environment

The development environment consists of the IBM Case Manager design object

store and a target object store that is configured to include a workflow system.

You can use the development environment to design, deploy, test, and refine

case solutions before you move them into the test, pre-production, or production

environment.

In the design phase, you create a case solution for the business problem. Lay out

all the necessary solution artifacts, such as properties, roles, in-baskets, solution

pages, case types, properties layout views, business rules, tasks, and process

workflows by using the IBM Case Manager Builder tool. The design object store

contains all of the case solution artifacts that were created during the design

phase by using Case Manager Builder. The target object store contains the

deployed solution objects for testing.

The development environment allows for distinct project areas, each with their

own target object store and workflow region. The development environment

supports multiple project areas to allow different business analysts to create their

own solutions and reset their environments separately, if required.

40 Advanced Case Management with IBM Case Manager

In addition, IBM Case Manager Builder allows collaborative development.

Multiple users can edit a single solution at the same time. When a user edits an

artifact, that artifact or set of artifacts are locked until the user commits changes.

Test environment

The test environment is similar to the production environment, but is used for

user-acceptance, performance, and other pre-production testing. The test

environment consists of a staging object store and a target object store that was

configured to include a workflow system. However, it does not have Case

Manager Builder because solutions are designed in the development

environment only. Case solutions are deployed to the target object store by using

the Case Manager administration client. Small test environments are sometimes

configured to share resources with a development environment; for example, by

using the same database or LDAP server.

For the test phase, the solution artifacts in the development environment are

migrated and deployed to the test environment. During testing of the solution,

changes might be required. These changes must be made in the development

environment and the updated solution must be migrated again into the test

environment. After the iterative process of testing is complete and you are

satisfied with the solution performance, you are ready to migrate the solution

from the development environment to the production environment.

You migrate Case Manager artifacts by using the IBM Case Manager

administration client and FileNet P8 artifacts by using FileNet Deployment

Manager tools. For more information about these tools, see 3.4.1, “Case

Manager Builder” on page 55 and 3.4.2, “Case Manager Client” on page 55.

Production environment

The production environment is where the case solutions are deployed, run, and

managed. The production environment consists of a staging object store and a

target object store that are configured to include a workflow system. Similar to

the test environment, it does not have Case Manager Builder tool. This

environment often is separate from other environments so the production system

is isolated from any testing problems.

For the manage phase, the solution package and related artifacts are migrated

and deployed from the development to the production environment. You migrate

Case Manager artifacts by using the IBM Case Manager administration client

and FileNet P8 artifacts by using FileNet Deployment Manager tools. They are

then deployed to the target object store.

Chapter 3. IBM Case Manager overview 41

Figure 3-1 shows the IBM Case Manager environments. The Case Manager

administration client is used to export and import the solution package between

the different environments. After successful testing, you deploy the solution to the

production system. A case solution is always migrated from the development

environment’s design object store to a test or production environment’s staging

object store.

Figure 3-1 IBM Case Manager environments

42 Advanced Case Management with IBM Case Manager

3.2.2 Solutions and deployment in development environment

Use the development environment to design your solutions. Solutions that are

designed are in the IBM Case Manager design object store. Case Manager

Builder is used to build solutions, start development deployments, and reset the

target object store and region.

The development environment provides project areas with their own target object

stores and workflow isolated regions. Project areas help developers to limit the

effects of resetting the test environment where the target object store and

workflow isolated region are reinitialized, which deletes all solutions and other

artifacts that were deployed.

After the design cycle is finished and the solution is ready for testing, use IBM

Case Manager administration client to migrate the solution package from the

development environment to any preproduction and production environments.

For more information about solution deployment, see IBM Case Manager 5.2

Deployment Guide, which is available at this website:

https://www.ibm.com/developerworks/community/blogs/e8206aad-10e2-4c49-b

00c-fee572815374/entry/ibm_case_manager_5_2_solution_deployment_guide?l

ang=en

3.3 IBM Case Manager components

This section describes all of the components that comprise IBM Case Manager.

The core platform for IBM Case Manager consists of the Content Platform

Engine and the IBM Content Navigator framework. The IBM FileNet P8 Platform

was extended to include the IBM Case Manager native case object model. IBM

Case Manager does not contain any process or content data. Instead, IBM Case

Manager is an integration layer that is supported by a core FileNet P8 services

layer.

All data that is related to cases that are managed in IBM Case Manager solutions

are stored in the Content Platform Engine repositories.

Explanation: Figure 3-1 on page 41 explicitly shows only the development

and test (preproduction) environments because they differ in the way they are

used. Case Manager supports having multiple environments. The extra

environments often are more test environments that focus on dedicated

aspects, such as performance or integration testing.

Chapter 3. IBM Case Manager overview 43

Figure 3-2 shows the IBM Case Manager components, including customization

components.

Figure 3-2 IBM Case Manager components

IBM Case Manager components can be divided into the following categories:

򐂰 Core components

򐂰 Customization components

򐂰 Customization extensions

The IBM Case Manager extensions, which are shown in a red box in Figure 3-2,

are not bundled with the IBM Case Manager license. These components must be

licensed separately.

Note: IBM Case Manager license provides unrestricted use of IBM Case

Foundation. Cognos Real Time Monitor is bundled with Case Foundation. To

enable its use, you must configure Case Analyzer services.

44 Advanced Case Management with IBM Case Manager

3.3.1 IBM Case Manager core components

The following IBM Case Manager components provide core functionality for

designing and processing case solutions:

򐂰 Case Manager Builder

򐂰 Case Manager Client

򐂰 Case Manager API

򐂰 Case Manager administration client

򐂰 Content Platform Engine

򐂰 Content Navigator

򐂰 FileNet Workplace XT

Each of these components is described in this section.

Case Manager Builder

IBM Case Manager Builder is a web-based tool for business analysts to design

and develop case management solutions to solve real-world business problems.

With Case Manager Builder, business analysts create all Case Manager solution

artifacts, such as properties, roles, pages, document types, properties layout

views, rules, and tasks. You also can associate workflows and tasks. The tool

also can deploy these artifacts to a pre-configured project area that consists of

the target object store and workflow system isolated region within the

development environment.

Case Manager Builder creates a package of files that are known as the solution

package. It uses the Case Manager API to deploy the artifacts that are defined in

the solution package into the desired project area.

Case Manage Builder is used in the development environment to design and

develop the solution. When the solution is ready for system-level testing, it is

migrated and deployed into the test environment by using the IBM Case Manager

administration client tool.

Figure 3-3 on page 45 shows the Case Manager Builder home page that you see

after you log in to Case Manager Builder. This page lists all of the available

solutions in the design object store and their deployment status inside the

development environment.

Chapter 3. IBM Case Manager overview 45

Figure 3-3 Case Manager Builder home page

Case Manager Client

Case Manager Client is a web-based application that case workers use to create

and process cases and collaborate with others.

The IBM Case Manager Client is a widget application with a set of pages that are

configured to work together. Business analysts design the views and in-baskets

for case workers. They can use the predefined or customized pages with other

widgets for specific roles and tasks.

IBM Case Manager Client is integrated with IBM Content Navigator and provides

an improved user interface. It follows IBM OneUI style to maintain a consistent

user experience with IBM Content Navigator.

46 Advanced Case Management with IBM Case Manager

Figure 3-4 shows a Case List page in the Case Manager Client for a Claim

Management solution.

Figure 3-4 Case Manager Client for Customer Complaint Management solution

For more information about pages, see 4.1, “IBM Case Manager object model”

on page 71 and 4.2, “Case object model implementation” on page 102.

Case Manager API

IBM Case Manager provides tools for building custom web applications. It is

possible to use different extensions and APIs to extend the Case Manager Client

by adding custom pages, widgets, actions, events, or services.

Developers can use the following APIs to extend a case management client

application:

򐂰 Case Manager JavaScript API

򐂰 Case Manager Java API

򐂰 CMIS for FileNet Content Manager

Case Manager JavaScript API

The IBM Case Manager JavaScript API is used to customize the case

management client application and provide modeling classes that represent case

management objects, such as solutions, case types, cases, and tasks. It also

provides classes that represent components of the client user interface, such as

page widgets, dialog boxes, toolbars, and menus.

The Case Manager JavaScript API uses the Dojo toolkit, which is an open source

JavaScript library for web development.

Chapter 3. IBM Case Manager overview 47

Developers also use the IBM Content Navigator JavaScript API to customize the

client application. The IBM Content Navigator JavaScript API includes more

modeling classes and widget classes that can be used in the Case Manager

application.

The classes in the IBM Case Manager JavaScript API are divided into the

following packages that are based on functionality:

򐂰 icm.model.package

Contains the classes that represent objects in the Case Manager domain.

These case management objects, which include solutions, cases, work items,

and tasks, map to Content Platform Engine objects on the server.

򐂰 icm.action.package

Represents actions that users can perform on case management objects.

These actions can be added in toolbars or menus for a widget.

򐂰 icm.base.package

Supports the definition of custom events, actions, page widgets, and

constants.

򐂰 icm.dialog.package

Contains classes that represent the dialog boxes that are used in Case

Manager Client.

򐂰 icm.pgwidget.package

Contains classes that represent page widgets that are provided by IBM Case

Manager.

򐂰 icm.util.package

Provides support for multiple widgets.

򐂰 icm.widget.menu package

Represents the menus and toolbars that are used with page widgets.

Case Manager Java API

The IBM Case Manager Java API is used to build custom case management

applications. These applications can create cases, gather information about case

solutions, and start manual tasks. For more information about the Case Manager

Java API and the dependencies with IBM Content Navigator JavaScript model to

build custom case management applications, see 3.4.3, “Case Manager API” on

page 55.

CMIS for FileNet Content Manager

The IBM CMIS for FileNet Content Manager allows a case management

application to create and access case content that is stored in an object store.

48 Advanced Case Management with IBM Case Manager

Developers use this development tool to perform tasks, such as querying for

cases, creating a case, updating case properties, adding folders and documents

to a case, and gathering metadata for case and document classes.

CMIS REST API Java archive files are packaged with IBM Case Manager 5.2 but

are deprecated in the future. CMIS is now included with IBM Content Navigator

and is the recommended package to use in your custom case management

applications.

Case Manager REST API

In Case Manager 5.2, the REST protocols are provided for compatibility with

previous releases of IBM Case Manager. If you are developing a new custom

case management application, use the JavaScript API that is provided with IBM

Case Manager and IBM Content Navigator.

For a full listing of the IBM Case Manager API capabilities, see the IBM Case

Manager documentation. From IBM Case Manager 5.2 Information Center, click

Developing case management applications.

Case Manager administration client

The Case Manager administration client is a web-based application that is used

to administer the case management system. It is developed as an IBM Content

Navigator plug-in and follows the IBM OneUI style for user experience

consistency. It manages and administers solutions, solution templates, project

areas, and widget packages. With this tool, case administrators start the

following wizards:

򐂰 Copy solutions

򐂰 Deploy solutions

򐂰 Import and Export solutions

򐂰 Convert solutions to solution templates

򐂰 Configure solution locks, security, and auditing

򐂰 Import and Export solution templates

򐂰 Manage project areas and target environments

򐂰 Register custom widgets

Content Platform Engine

IBM Case Manager uses the Content Platform Engine to maintain the design,

staging, and target object stores. These object stores contain the solution-related

files. The design object store maintains the solution package files that are

created through Case Manager Builder. The staging object store maintains the

solution package files that are migrated with the IBM Case Manager

administration client. Each solution has its own folder to store its package of files.

Chapter 3. IBM Case Manager overview 49

The target object store maintains the deployed objects of the solution. Case

instances, task objects, and case documents are managed in the target object

store. The Case Manager Client interacts with the target object store to create

and process cases in the solution.

In addition to storing the solution-related files, the Content Platform Engine was

upgraded with the following features to support IBM Case Manager:

򐂰 Tas k

The task class is a Content Platform Engine base class. An instance of the

Task class represents a piece of work in a case.

򐂰 CaseType

This class is implemented as a subclass of the Case Folder class

(CmAcmCaseFolder).

򐂰 Content activity monitoring

Content activity monitoring is an extension of the Content Platform Engine

auditing framework with which you can monitor and analyze property

changes.

򐂰 Case object model

The Case object model provides add-ons for the design and target object

store metadata, code modules, and subscriptions for handling events from

cases.

In addition to the preceding features, the Content Platform Engine also provides

support for the documents, folders, annotations, and pages that are needed to

process a case.

The Content Platform Engine’s workflow system supports IBM Case Manager

mainly in the following areas:

򐂰 Designing the solution in Case Manager Builder:

– Support for creating roles, in-baskets, tasks, and workflows that are

associated with case management solutions.

– Support for workflow authoring in Case Manager Builder.

– Support for sharing existing workflows in solution packages by using

Process Designer and associating them with Case Type tasks.

– Support for offline validation of workflows in Case Manager Builder.

– Support for augmented solution authoring in Process Designer, which also

is known as round-tripping authoring.

50 Advanced Case Management with IBM Case Manager

򐂰 Running cases in Case Manager Client:

IBM Case Manager uses the workflow system of the Content Platform Engine

to process work items for tasks that are associated with a case instance. This

process includes provisioning roles and corresponding in-baskets that contain

the workflow steps to be completed by case workers. The workflow system

also provides the capability to retrieve, manipulate, and update case instance

properties during the running of work items.

FileNet Workplace XT

IBM Case Manager release 5.2 has a dependency on FileNet Workplace XT for

the following functions:

򐂰 In the development environment, WorkplaceXT enables access to Process

Designer to support the workflow round-tripping between Process Designer

and Case Manager Builder. Additionally, it allows the developer to define form

policy templates for the case solution if this kind of form behavior is required.

򐂰 In the production environment, WorkplaceXT is not required unless the case

management solution is using form policy templates.

3.3.2 IBM Case Manager optional components

The following components are bundled and integrated with IBM Case Manager

as customization components:

򐂰 IBM Case Analyzer

򐂰 IBM Case Monitor and Cognos Real-time Monitor

򐂰 IBM FileNet eForms

򐂰 IBM Sametime

򐂰 IBM Content Analytics with Enterprise Search

Although these components are integrated with IBM Case Manager, they are not

essential for solution authoring or execution. However, they can add great value

and power to IBM Case Manager solutions.

Tip: Some of these optional components are licensed on a limited use basis.

For more information, see the licensing terms in the documentation.

Although Cognos BI is not included, Case Analytics reports can be loaded and

viewed in the Cognos BI report studio.

Chapter 3. IBM Case Manager overview 51

IBM Case Analyzer

IBM Case Analyzer services generate real-time and historical data for case

events that are based on content and Content Platform Engine’s workflow

system events. This real-time and historical data is used by Case Monitor and

Cognos Real-Time Monitor to monitor and run trend analysis for current cases.

In addition, you can use Case Analyzer services to output data to Microsoft

Analysis Services and to report on long-term trends by using pre-defined

Microsoft Excel reports or Cognos Business Intelligence reports that can be

customized to suit your business needs.

IBM Case Monitor and Cognos Real-Time Monitor

IBM Case Monitor Operational Dashboard integrates with Cognos Real-time

Monitor, which uses the real-time and historical data that is generated by the

Case Analyzer services. Case Monitor Operational Dashboard is used to monitor

and run trend analysis for case data. It allows you to define dashboards for

different roles that can monitor critical parameters, such as execution cycle times

or in-basket queue depth. You also can define watermarks and actions to be

taken when a watermark is exceeded.

IBM FileNet eForms

IBM FileNet eForms integration provides electronic form function in IBM Case

Manager. You can use a customized form as the user interface for displaying data

in a task workflow step and for viewing case properties. eForms facilitates

sophisticated data entry capabilities, graphical layout options, intelligence (such

as calculations and parameter validation), data submission, and lookup.

IBM Sametime

By using IBM Sametime, case workers can collaborate while processing cases,

including starting instant messaging sessions with others who are working on the

case.

IBM Content Analytics with Enterprise Search

IBM Content Analytics with Enterprise Search supports crawling of structured

and unstructured data of cases. Content Analytics contains a crawler for mining

case data for analysis and for finding document content, case comments, and

case data that is related to individual cases. You can use IBM Content Analytics

with Enterprise Search to explore correlations between unstructured and

structured case content with case data. For example, you can search for patterns

that repeat for cases that show an unusually long processing time.

52 Advanced Case Management with IBM Case Manager

3.3.3 IBM Case Manager extensions

IBM Case Manager supports integration with following products as extensions:

򐂰 IBM Business Process Manager (IBM BPM)

򐂰 IBM Content Manager

򐂰 IBM Operational Decision Manager (IBM ODM)

򐂰 IBM Forms

These extensions are not bundled with the IBM Case Manager product and are

separately licensed. For more information about product licensing, see this

website:

http://www.ibm.com/software/sla/sladb.nsf

IBM Business Process Manager

The integration of IBM Case Manager with IBM Business Process Manager (IBM

BPM) provides business analysts with an easy way to associate IBM BPM

processes to case solutions in Case Manager Builder. IBM Case Manager

administration client provides a task on the configured IBM PBM Server with IBM

Case Manager.

While you are designing a solution, Case Manager Builder looks for a process

application on IBM BPM Server with the same name as the solution name. It

associates this application to the case solution by using the default snapshot.

Also, Case Manager Builder provides an enhanced user interface for task editing.

By using this interface, you can associate process definitions of the process

application to Case Type tasks.

Solution deployment checks and validates the process application, snapshot,

and property mappings against the settings in the IBM BPM Server.

A new Content Platform Engine event handler manages starting snapshots on

IBM BPM Server and propagates property information that is based on the

defined mapping. At run time, a process instance starts when the corresponding

task is started in Case Manager Client. When the process instance ends, it

updates the corresponding output parameters to mark the task complete.

For more information about configuring IBM BPM with IBM Case Manager, see

Chapter 17, “Integrating with IBM Business Process Manager” of the previous

version of this IBM Redbooks publication. This version of the book can be found

as part of the downloadable material that is associated with this book. For more

information, see Appendix A, “Additional material” on page 563.

Chapter 3. IBM Case Manager overview 53

IBM Content Manager

The integration of IBM Case Manager with IBM Content Manager allows you to

use content that is stored in IBM Content Manager repository for access in case

solutions. The integration allows any existing IBM Content Manager content

repositories to work with IBM Case Manager seamlessly. IBM Content Manager

content remains in its repository and does not need to be moved or federated to

FileNet P8. Case documents are created in IBM Content Manager.

Configuring IBM Content Manager with Case Manager is easy by using the

provision of connection definition in the project area. Use Case Manager Builder

to define IBM Content Manager item type document dependency and

preconditions on Case Types and tasks. Event handlers are available in IBM

Content Manager and IBM Case Manager to exchange events between

repositories.

For more information about configuring IBM Content Manager with IBM Case

Manager, Chapter 15, “Integration with IBM Content Manager” of the previous

version of this IBM Redbooks publication. The previous version of the book can

be found as part of the downloadable material that is associated with this book.

For more information, see Appendix A, “Additional material” on page 563.

IBM Operational Decision Manager

The integration of IBM Case Manager with IBM Operational Decision Manager

allows you to manage complex business rules for processing cases. This

integration also allows you to separate the definition and evaluation of business

rules from the definition of tasks workflows. By using IBM Operational Decision

Manager, you can define business rules and maintain them outside of the Case

Manager solution application. This allows you to change the business rules

without requiring redeployment and testing of the solution.

Note: The integrated inbox feature, as described in section 17.4 of the

previous book, is no longer available as of Version 5.2 of IBM Case Manager.

54 Advanced Case Management with IBM Case Manager

3.4 IBM Case Manager architecture

This section describes the high-level architecture of IBM Case Manager and the

interaction between various components, as shown in Figure 3-5.

Figure 3-5 IBM Case Manager high-level architecture

Specifically, this section describes the protocols, communication data, and

artifacts for the following applications:

򐂰 Case Manager Builder

򐂰 Case Manager Client

򐂰 IBM Case Manager API

򐂰 Content Platform Engine

Chapter 3. IBM Case Manager overview 55

3.4.1 Case Manager Builder

The Case Manager Builder client runs in a browser and communicates with the

server application by using HTTP protocol with JavaScript Object Notation

(JSON) payload. For certain tasks (such as deployment), it directly starts the IBM

Case Manager API by using HTTP. Case Manager Builder creates solution files

in the design object store by using the Content Engine Java API.

3.4.2 Case Manager Client

Case Manager Client is built on top of IBM Content Navigator as a plug-in so that

there is a consistency among clients for various IBM ECM products.

3.4.3 Case Manager API

The IBM Case Manager UI is based on IBM Content Navigator and provides

developers with the following set of JavaScript APIs to develop custom widgets to

enhance your case solutions:

򐂰 IBM Content Navigator Model layer API

򐂰 IBM Content Navigator Visual widget API

򐂰 IBM Case Manager Model layer API

򐂰 IBM Case Manager Page widget API

These JavaScript APIs allow developers to easily extend IBM Content Navigator

and IBM Case Manager functionality. The APIs also include the following

benefits:

򐂰 Separation of business logic and User Interface

򐂰 The model layer clearly partitions the business logic from the UI layer

򐂰 Shared model object

򐂰 Model objects that contain business and server side objects can be shared

across widgets, including custom widgets

򐂰 Reusable components

򐂰 Reuse visual widgets from the IBM Content Navigator widget library to build

more complex custom UI widgets and dialogs, and reuse and extend IBM

Case Manager page widgets for customization.

56 Advanced Case Management with IBM Case Manager

IBM Content Navigator JavaScript Model layer API

The non-visual JavaScript model API defines the client side model for IBM

Content Navigator. The modeling classes define the communication with the

mid-tier services and provide the data, server interaction APIs, and support

caching. Data in the content servers (such as IBM FileNet P8 and IBM Content

Manager) is stored as model objects and are used by the UI widgets.

IBM Content Navigator JavaScript Visual widget API

This toolkit provides the generic UI widgets, panes, and dialogs for performing

content and workflow related operations. This visual widgets library is based on

Dojo and IDX.

IBM Case Manager Model Layer API

The IBM Case Manager JavaScript API set is an extension of the IBM Content

Navigator APIs and includes model classes that represent case management

objects, such as solutions, case types, cases, and tasks. They communicate with

mid-tier services through a navigator plug-in. As with the navigator model API

and services, the public API is the JavaScript Model API; however, the plug-in

services are not public API.

These model classes provide functionality that is not possible to achieve through

the navigator API alone. Figure 3-6 shows the model object layer.

Figure 3-6 IBM Case Manager Model object layer

Chapter 3. IBM Case Manager overview 57

The model API provides the following functionality:

򐂰 Retrieve the deployed solutions

Solutions that are deployed to any target object store are registered with the

navigator desktop.

򐂰 For a particular solution:

– Retrieve the case type or document types

– Retrieve information about the properties across all case types

– Retrieve the roles

– Retrieve the static pages to show for a particular role

򐂰 For a particular case type:

– Attributes (the rights the user has to cases of that case type, whether

dynamic tasks are supported, and the default view definition to use when

editing cases for this type)

– Retrieve information about properties of the case type

– Retrieve discretionary task types that can be created

– Discover the particular page to use for a page type and role

– Search for dynamic tasks compatible with this case type

򐂰 For case objects:

– Retrieve a particular case or obtain a case model object, given a Navigator

ContentItem

– Create a case

– Update the properties of a case

– Split a case

– Relate cases together

– Retrieve the cases that are related to a case

– Add and retrieve comments on cases

– Retrieve the case history

– Retrieve the tasks that are associated with a case

򐂰 For task objects:

– Start a manual task

– Enable and disable certain tasks

– Stop and restart the workflow that is associated with a task

– Create a discretionary task

58 Advanced Case Management with IBM Case Manager

򐂰 Create dynamic (custom) tasks:

– Update the data that describes the dynamic task and validate the data

– Start a dynamic task, causing a dynamic workflow to be created and

started

򐂰 Work items:

– Retrieve a particular work item or obtain a Case Manager WorkItem, given

a Navigator WorkItem

– Lock or unlock the work item

– Save or complete the work item

– Update the step parameters when saving or completing the work item

IBM Case Manager Page widget API

The IBM Case Manager visual layer APIs provide classes that represent page

widgets (Case Search, Case List, in-baskets, and so on), dialogs (Comments

and Reassign), and Actions that are configured on toolbars and menus.

Figure 3-7 shows the overall architecture for the IBM Case Manager Client.

Figure 3-7 Case Manager Client architecture

If the built-in case widgets do not provide the required functionality for your case

solution, developer can create custom widgets and pages to satisfy individual

requirements.

Chapter 3. IBM Case Manager overview 59

Page widget

An IBM Case Manager Page widget is a particular visual component that

contains UI and business logic. It relies on IBM Content Navigator and IBM Case

Manager model layers for data interaction. Usually, page widgets make available

configurable preferences for Business Analyst to customize. Page widgets are

reusable. These widgets are self-contained and perform only a single

responsibility.

A page widget is a Dojo dijit, an event endpoint, and a container of actions.

Page

An IBM Case Manager Page is a visual component that is composed of several

page widgets, which work together to fulfill larger functions. The page controls

the layout of page widgets, set up of the event wiring between page widgets, and

services as an event broker routing the event from publisher to handler. Unlike

IBM Content Navigator visual components, page is no longer an MVC unit, there

is not a centralized controller between page widgets. They work together by

using unidirectional communication (event) and bidirectional communication

(coordination). If a page widget does not fit to a custom solution in a page, it can

be replaced by a custom page widget.

A page also is a Dojo dijit and consists of the following parts:

򐂰 A page digit class inherits from IBM Case

Manager/container/AbstractICMPage

򐂰 An html template embeds page widgets in <div/> by using data-dojo-type

with their configuration in data-dojo-props.

򐂰 a JSON format configuration file contains the configuration of page title, event

wiring, and disabled broadcast events

Container widget

An IBM Case Manager container widget is the content pane of the case feature.

It provides a selector for the user to select a solution and role. The container

shows the pages that are associated with the role in a tab container. By default,

there are cases and work pages. Users can start working from these pages,

starting cases, and work items in new pages for further processing.

Event

An event is the mechanism that provides the unidirectional communication

means from one page widget to another page widget (or container). The Case

Manager Client supports event broadcasting, event wiring, and publishing event

cross pages. The event mechanism is built on top of dojo/topic APIs, with more

scope to limit the event publish/subscribe inside a page rather than global.

60 Advanced Case Management with IBM Case Manager

Coordination

Coordination mechanisms provide the bidirectional communication means

between page widgets. A coordinator sets up a sequence of coordination topics

(for example beforeSave, Save, and afterSave) by step function, and registers

callback and errback to be called when all participants complete their work.

3.4.4 Content Platform Engine

Content Platform Engine accepts both HTTP and Internet Inter-ORB Protocol

(IIOP) requests from its clients. IBM Case Manager uses Java APIs to store,

retrieve, and update solution artifacts, solution metadata, and case instances and

manage process metadata and work items.

3.5 IBM Case Manager configurations

This section describes configurations for the following types of IBM Case

Manager environments:

򐂰 Development environment configuration

򐂰 Production environment with high availability

򐂰 Production environment with high availability and solution partitioning

3.5.1 Development environment configuration

IBM Case Manager development environments normally consist of single

instances of each component. No hardware-based load balancing, server-level

clustering, or IBM WebSphere® ND clustering is required. For development

environments, installing IBM HTTP Server (IHS) to front the IBM Case Manager

WebSphere Application Server profile is optional.

Chapter 3. IBM Case Manager overview 61

Figure 3-8 shows the IBM Case Manager and FileNet P8 components that make

up the development environment.

Figure 3-8 Logical view of IBM Case Manager development environment

This environment consists of the following objects:

򐂰 WebSphere Application Server profile:

– Content Platform Engine

– IBM Content Navigator:

• IBM Case Manager Client plug-in

• IBM Case Manager administration client plug-in

– IBM Case Manager Builder

– FileNet Workplace XT

򐂰 External infrastructure components:

– Relational database management system (RDBMS)

– Content storage subsystem

– LDAP Directory Server

– IBM Case Manager configuration tool

62 Advanced Case Management with IBM Case Manager

For more information about the hardware and software requirements for IBM

Case Manager and the underlying IBM FileNet P8 Platform, see IBM FileNet P8

Hardware and Software requirements, which is available at this website:

http://www.ibm.com/support/docview.wss?rs=3278&uid=swg27013654

The IBM Case Manager WebSphere Application Server profile and FileNet P8

components (Content Platform Engine) can be collocated and run on a single

server. Alternatively, they can be separated and run on multiple servers. The

servers can be physical servers or guest hosts that run on supported virtualized

platforms. The IBM Content Navigator and IBM Case Manager must be on the

same WebSphere Application Server ND cluster. The FileNet Workplace XT

component must be on a different WebSphere Application Server ND cluster.

The IBM Case Manager WebSphere Application Server profile that is shown in

Figure 3-8 on page 61 contains the following applications:

򐂰 Case Manager Builder

A solution builder tool that is deployed only in the development environment.

򐂰 IBM Case Manager run time (also known as the Case Manager Client)

The runtime environment that is used for starting, processing, and interacting

with cases. This run time is deployed in the development and production

environments as a Content Navigator plug-in.

򐂰 Content Navigator

Case Manager Client uses the IBM Content Navigator framework and

provides extended document viewing capabilities, such as rendition and

annotation support for office documents and PDF. It also can provide

side-by-side viewing of multiple documents in the same viewer.

Case Manager administration client also uses the IBM Content Navigator

framework.

򐂰 FileNet Workplace XT

FileNet Workplace XT is required for development purposes if the solution

uses P8 eForms policies and entry templates. FileNet Workplace XT is not

required for a production environment.

򐂰 Integration Tier Application (also known as IBM Case Manager API)

Important: The IBM Case Manager applications must all be in the same

WebSphere Application Server profile. The IBM Case Manager configuration

tool does not run under WebSphere Application Server, but must be installed

on the same server as the IBM Case Manager applications.

Chapter 3. IBM Case Manager overview 63

The communication layer between components of the IBM Case Manager

applications. It also provides you with the ability to customize standard

capabilities.

3.5.2 Production environment with high availability

The example configuration describes the topology of a sample production IBM

Case Manager environment that is configured for high availability. It is focused

only on configurations that are specific to IBM Case Manager. IBM Case

Manager production environments differ from development environments in the

following ways:

򐂰 The Case Manager Builder application is not installed or used in a production

environment. Solutions can be designed in the development environment

only. The solution package must be migrated from the development FileNet

P8 domain to the production FileNet P8 domain by using IBM Case Manager

administration client.

򐂰 In a development environment, Case Manager Builder is used to deploy

solutions. In a production environment, IBM Case Manager administration

client or IBM Case Manager configuration tool is used.

򐂰 Solutions cannot be modified in the production environment. Changes to

solutions can be made only in a development environment.

򐂰 Production IBM Case Manager environments can contain DMZs, hardware

load balancers, HTTP servers (IHS), and WebSphere Application Server ND

clustering. Connection strings that map to multiple instances of the

application are required for the following URLs:

– Content Engine EJB

– IBM Case Manager API

– Case Manager Client

򐂰 IBM Case Manager WebSphere Application Server clusters require a network

share directory (NFS mount) that is accessible to all of the nodes in the

cluster. This share directory contains files that are needed by IBM Case

Manager API for globalization, pages, and other resources. These files are

needed when the IBM Case Manager deployment profile is created.

򐂰 Production IBM Case Manager environments can use FileNet P8 distributed

deployment and domain partitioning configuration options.

򐂰 The LDAP security configuration for production solutions is more restricted

than the development environment. Production environments can use a

different LDAP than development. The LDAP is tied to the FileNet P8 domain

that hosts the IBM Case Manager production domain.

64 Advanced Case Management with IBM Case Manager

򐂰 Production environments can contain a secure DMZ-fronting IBM Case

Manager.

򐂰 A single FileNet P8 domain is used for the development of a Case Manager

solution. Production environments usually consist of an independent FileNet

P8 domain (different from the development FileNet P8 domain). In some

situations, it is possible to have production environments with multiple FileNet

P8 domains to completely isolate production environments, although each

FileNet P8 domain requires its own staging object store and contains one or

more target environments.

Figure 3-9 shows a production IBM Case Manager environment with built-in

redundancy for each component to provide higher availability. The figure does

not include the optional Case Manager components.

Figure 3-9 Overview of a highly available Case Manager environment

Case worker clients connect to the Case Manager Client URL to log in and

interact with cases. In a highly available IBM Case Manager WebSphere

Application Server profile, there are two or more instances of IBM Content

Navigator (Content Navigator Case Manager Client plug-in) application that are

running. Load balancing and failover for the IBM Content Navigator application

instances are achieved by using WebSphere Application Server Network

Deployment for this application cluster, fronted by a load balancer.

Chapter 3. IBM Case Manager overview 65

This solution often is IBM HTTP Server (IHS) or a hardware-based device. Case

Worker client connections require session persistence. This means that the load

balancing mechanism must support session affinity or “sticky sessions”. This

session persistence ensures that clients are always directed to the same IBM

Content Navigator instance resource, which is initially chosen to receive the

traffic.

In an IBM Case Manager environment, the Enterprise JavaBeans (EJB) and web

services interface are used to interact with the Content Platform Engine. For

more information about high availability and scalability for the Content Platform

Engine, see this website:

http://www.redbooks.ibm.com/cgi-bin/searchsite.cgi?query=filenet

3.5.3 Production environment with partitioning

Some IBM Case Manager implementations require that individual solutions be

segregated within a single production FileNet P8 domain or be isolated into

separate FileNet P8 domains. This section describes some sample

configurations for IBM Case Manager that show separation options for individual

solutions.

When you are planning IBM Case Manager solutions, remember the following

considerations:

򐂰 Estimated number of solutions and case workers

򐂰 Anticipated number of concurrent solution designers

򐂰 Does Line of Business require dedicated environments, or can shared target

environments be used?

򐂰 Does each dedicated environment require a different LDAP Directory Service

repository?

򐂰 In terms of software maintenance, is it acceptable to have multiple

environments that need patching and updating?

򐂰 In terms of operational considerations, is the ability to stop, start, and backup

IBM Case Manager solutions independently a requirement?

The simplest configuration is to host all IBM Case Manager solutions in a single

target environment. In this type of configuration, all of the solutions are deployed

to a single target object store and share a single isolated region.

66 Advanced Case Management with IBM Case Manager

Figure 3-10 shows a single FileNet P8 domain with three solutions being

deployed from the DOS stage object store to the TOS1 target object store. The

global configuration database (GCD) also is shown.

Figure 3-10 One target object store hosting three IBM Case Manager solutions

Instead of having all the IBM Case Manager solutions in a single shared target

environment, each solution can be deployed into a separate target environment.

In this configuration, each solution is provided with a dedicated target object

store and workflow system isolated region. This configuration provides data

separation between the solutions, which provides more flexibility for database

operations and maintenance.

In this scenario, it is possible to configure each target environment with their own

LDAP Directory Server repository to isolate the security between solution

spaces. To accomplish this, your P8 domain must be configured with federated

LDAP repositories. You configure each target environment to point to a specific

LDAP realm.

TOS1

Region1

GCD

DOS

Database

schema

Solution A

Solution B

Solution C

Deploy

Global configuration Database

Target Environment

Staging Area

Chapter 3. IBM Case Manager overview 67

Figure 3-11 shows this type of configuration.

Figure 3-11 Multiple target object stores with one solution in each

TOS1

Region1

TOS2

Region2

GCD

DOS

Database

schema

Deploy

Database

schema

Deploy

TOS3

Region3

Deploy

Solution A

Solution B

Solution C

Database

schema

Global configuration database

Staging Area

68 Advanced Case Management with IBM Case Manager

If you want total solution separation, each solution can be deployed into its own

FileNet P8 domain. Figure 3-12 shows this type of configuration in which the

databases for all three domains are hosted by the same DB2® instance.

Figure 3-12 Dedicated FileNet P8 domain for each IBM Case Manager solution

It also is possible to host the databases for each domain in separate instances or

database servers. This type of deployment provides the most flexibility for

production environments.

Note: When dedicated P8 Domains are used for each IBM Case Manager

solution, each P8 Domain must have their own distinct IBM Case Manager

server instance.

TOS1

Region1

GCD1

DOS1

Database

schema

Deploy

Solution A

TOS2

Region2

GCD2

DOS2

Deploy

Solution B

TOS3

Region3

GCD3

DOS3

Deploy

Solution C

Database

schema

Database

schema

ICM administration

client

ICM administration

client

ICM administration

client

Global configuration database

Staging Area

Target environment

Chapter 4. Inner workings of IBM Case

Manager

If you plan to develop customized IBM Case Manager solutions, a good

understanding of the inner workings of IBM Case Manager is vital. This

understanding also is useful when you are troubleshooting IBM Case Manager

solutions.

This chapter describes the inner workings of IBM Case Manager. It addresses

the IBM Case Manager object model and the way it uses the internal services

from the IBM FileNet Content Platform Engine. This chapter also describes the

integration with the IBM Content Manager from the data model perspective.

This chapter includes the following sections:

򐂰 IBM Case Manager object model

򐂰 Case object model implementation

򐂰 IBM Case Manager pages

򐂰 Tasks and associated workflow processes

򐂰 Object model for IBM Content Manager integration

70 Advanced Case Management with IBM Case Manager

Important: In this chapter, it is assumed that you are familiar with IBM FileNet

P8 Platform. If you are not familiar with this platform, see the following

Redbooks and product information center:

򐂰 IBM FileNet P8 Platform and Architecture, SG24-7667

򐂰 IBM FileNet Content Manager Implementation Best Practices and

Recommendations, SG24-7547

򐂰 Introducing IBM FileNet Business Process Manager, SG24-7509

IBM FileNet Business Process Manager was renamed to IBM Case

Foundation.

򐂰 IBM FileNet P8 Platform main information page at this website:

http://www.ibm.com/software/ecm/filenet

Chapter 4. Inner workings of IBM Case Manager 71

4.1 IBM Case Manager object model

IBM Case Manager object model consists of the solution, case type, task,

external process, step, document type, and role. Figure 4-1 shows the IBM Case

Manager object model.

Figure 4-1 IBM Case Manager object model

There can be many solutions in an IBM Case Manager system. For example, you

can have one for Complaints Management, one for Human Resource Case

Management, and one for the Legal Department.

Each solution can handle various

case types. For example, the Complaints

Management system must handle customer complaints, internal employee

complaints, and customer feedback. The solution might have a case type for

each of these inputs.

Each solution has various metadata definitions (properties), document types,

and roles.

Each case type can have a number of

tasks. A task has one or more steps that

must be completed. A task also can start external processes from IBM Business

Process Manager. For example, a task in the Complaints Management use case

might be to review a product-related complaint.

External process

Step

Task

Document type

Role

Case type

Solution

Page View

72 Advanced Case Management with IBM Case Manager

A role represents a specific business function. For example, in the Complaints

Management system, a role might be a Reviewer or Investigator. You assign

users or groups of users to a role. People with different roles can access cases in

different ways, and roles are assigned to run a particular step in a task.

Document types help you to organize and classify the documents that belong to a

case. You can provide more information about the documents by assigning

properties to the document type. For example, a document type in the example

might be a complaint letter. Different types of cases can access different types of

documents. Documents often are used by the case workers while they process

task steps.

The following sections describe each entity within the IBM Case Manager object

model.

4.1.1 Solution

A solution consists of a user interface with document types, property types, case

types, and tasks. For example, a solution in a Complaints Management system

might include the following case types:

򐂰 Customer complaints

򐂰 Internal employee complaints

򐂰 Customer feedback

The different types of cases within this solution are related, but have different

tasks that must be completed to complete the case. Roles are defined at the

solution level so that case workers with roles in this solution can handle different

case types within it. The case types all use similar document types (such as a

complaint letter) and properties (such as the date when the complaint was

received).

Chapter 4. Inner workings of IBM Case Manager 73

Figure 4-2 shows the solution components.

Figure 4-2 Solution model

Each IBM Case Manager solution has a solution prefix to provide unique

identification in an object store and workflow system isolated region.

Case Manager Client represents a solution in which users log in to manage and

process their cases. The solution contains the pages for case and step data.

These pages are known as

Case pages and Step pages. The pages display user

interface widgets that allow users to view in-baskets of available work, process

work, and search for cases

A solution is represented in a target object store as a folder of type Deployed

Solution (CmAcmDeployedSolution). The deployed solution folder contains

definitions for case types and their instances. The name of the deployed solution

folder is the solution name.

For more information about the CmAcmDeployedSolution class, see the IBM

Case Manager V5.2 Information Center and click Developing case

management applications → Content Platform Engine add-on extensions

for Case Manager Builder → IBM Case Manager target object store

extensions → Folder subclasses → Deployed Solution class.

nnn

Case Type

Solution

Document

Type

Role

Folder Task

Property

In-Basket

Process

Choicelist

Page

Rule

View

74 Advanced Case Management with IBM Case Manager

A solution is represented as an application space in an isolated region. An

application space contains the roles and their in-baskets. A roster is defined in an

isolated region for each solution. The application space name is the solution

name. The roster name is a normalized version of the solution name to conform

with the naming convention for a roster in the process services of the Content

Platform Engine.

Solution package

A solution package is a set of files and folders that are the artifacts of a solution.

Figure 4-3 shows the solution package content.

Figure 4-3 Solution package

A solution package contains the following files and folders:

򐂰 Solution Definition File (SDF)

The SDF contains definitions of property types, document types, case types,

and task types that are used in the solution.

򐂰 Process Engine Configuration File

The Process Engine Configuration File defines the workflow system

configuration for a solution. The file contains definitions for the application

space, roster, event logs, queues, in-baskets, and roles.

Solution folder

Collection XPDL

Solution Definition

Case Type

Folders

Property

Choice List

Document

Type

Configuration

Role

In-Basket

Task

Base

Workflow

<case> XPDL

Workflow

Reuse

Workflow

Created by P8 Process

Designer

Views

View

May call

another

workflow

Rules

Rule

Pages

Page

Chapter 4. Inner workings of IBM Case Manager 75

򐂰 Case Type Workflow Definitions (Case XPDL)

The XML Process Definition Language (XPDL) is a collection of workflows

that are associated with each case type. Case Manager Builder creates a

separate XPDL file for each case type. Each task in a case type corresponds

to a workflow in the XPDL. The XPDL file also can contain zero or more

workflows that are not associated with a task. These workflows can be used

by any task workflow in the XPDL file.

For the task with reused workflow, Case Manager workflow inherits the

original workflow that was imported in the solution workflow collection.

򐂰 Solution Workflow Process Collection (Collection XPDL)

The XPDL contains the reusable IBM Case Foundation workflow definitions.

These definitions are created by using FileNet Process Designer. They can

be used as a “Reuse workflow” in the solution if their base class is changed to

CaseWorkObject.

򐂰 Pages folder

The pages folder contains page objects that represent the Case Manager

Client user interface layouts (pages). Case Manager Builder creates the page

objects for the default pages when the solution is created to display a list of

available page layouts for task steps, role-based solution views, and for

role-based case detail views. These page files are stored as content for each

page object.

򐂰 Views folder

The views folder includes a subfolder for each case type that contains view

objects. The view objects represent the layout of the Properties widget. By

default, a system-generated view is available in each case type. The

system-generated view provides an ordered list of all the case type

properties. View files are stored as content on the view objects.

򐂰 Rules folder

The rules folder contains the rule files for each rule that is created in any case

type under a solution. There are two different types of rules that are

supported in Case Manager Builder: text-based rules and decision

table-based rules. Both of these rule categories are stored in different

formats. The text-based rules are stored in a text format and the decision

table-based rules are stored in an XML format. The rule files are stored under

separate case type folders in the rules folder.

In addition to these artifacts, there might be more artifacts that are included in a

solution package, such as forms and document templates.

76 Advanced Case Management with IBM Case Manager

4.1.2 Case types

A case type defines the tasks and the document types that are needed to

support them, and the steps to solve a particular business problem. The

definition of a case type also includes the case folder structure and allocation of

solution properties that are displayed to case workers in the Case Manager

Client. A case is an instance of a case type.

A case type has the following items:

򐂰 A collection of properties that become case folder properties.

򐂰 A collection of property views that specify the properties that Case Manager

Client displays in the case widgets.

򐂰 A folder structure for storing documents.

򐂰 A collection of rules that can be used in a task to determine process routing or

to update case properties.

򐂰 A collection of tasks to specify business processes and process data.

򐂰 A page layout that specifies which Client widgets to use to create cases, view

cases, and split cases at run time.

򐂰 (Optional) A custom task page layout that specifies which Client widgets to

use to view the work item of a custom task at run time.

򐂰 (Optional) An initiating document type. In an IBM Case Manager system,

users can create a case instance directly from the Case Manager Client user

interface or by adding a document of the initiating document type.

Content Platform Engine implements the case type as a subclass of the Case

Folder class (CmAcmCaseFolder). The Case Folder class is a subclass of the

Base Case class (CmAcmBaseCase).

For more information about the CmAcmCaseFolder class, see IBM Case

Manager 5.2 Information Center and click Developing case management

applications → Content Platform Engine add-on extensions for Case

Manager Builder → IBM Case Manager target object store extensions →

Folder subclasses → Case Folder class.

Consideration: When a document of the initiating document type enters the

system, it triggers the creation of a case. You also can create a case directly

without a initiating document.

Chapter 4. Inner workings of IBM Case Manager 77

When you design a solution, Case Manager Builder defines a roster for each

solution and an event log for each Case Type in that solution by default. The

roster is used by all task workflow definitions for that solution (across all case

types). The event log is used for all task workflows that are defined for the case

type. You can create an extra event login Process Designer and assign it to any

workflow in the case type XPDL.

The event log name is <solution prefix>_<normalized case type name>.

Ensure uniqueness within each isolated region because the solution prefix

provides identification for a solution in an isolated region. This is important

because multiple solutions can have the same case type name.

Cases

A case is an instance of a case type. It also is called a case instance. A case is

persisted by using a case folder structure.

Figure 4-4 shows a case instance. As shown in the diagram, a case or case

instance is created from a case type. A case instance comes with a case folder,

case properties, tasks that are associated with the case (optional), and case

comments (optional).

Figure 4-4 Case instance

A case contains a case folder and case history that is associated with it. The

case history comes from the object store audit log and workflow system event

log, which is not shown in Figure 4-4. The case folder can have subfolders to

structure the document content. The comments from case workers throughout

the case lifecycle also are associated with the case.

Case folder

Properties

Other folder

Task

Case comment

Document

Case instance comes

from a Case Type

Folder structure was

defined in the Case Type

Documents comes from

a document class

Comments are case

folder annotations

CE Audit

Log

Case History

Tasks

Annotations

History

Containment

78 Advanced Case Management with IBM Case Manager

Users can create cases by completing one of the following tasks:

򐂰 Creating a case folder of subclass CmAcmDeployedCaseType. Case

Manager Client uses this method to create a case when users start the add

case operation.

򐂰 Creating a document of the initiating document type. This method works only

for a case type that has a initiating document property that is defined.

In an IBM Case Manager environment, case workers can update the case

properties in one of the following ways:

򐂰 Update the case properties from Case Manager Client.

򐂰 Update the case properties from the data that is associated with a task for a

case. The task also can include data from a workflow process or an external

process, such as IBM WebSphere Process Server.

򐂰 Update the case properties by using custom applications.

Case state

At any moment, a case has one of the following states, which the Content

Platform Engine event handler manages:

򐂰 NEW

A case is set to this state when Content Platform Engine creates it.

򐂰 INITIALIZING

A case is set to this state while Content Platform Engine initializes the case

properties. While Case Manager is initializing the case, the case should not

be used nor any operation performed on it.

򐂰 WORKING

A case is set to this state when there are incomplete tasks or when case

initializing is finished and the case is ready for further operations.

򐂰 COMPLETE

A case is set to this state when all of its required tasks are completed or

manually disabled, or any running task processes are completed or stopped.

򐂰 FAILED

This state is not used by the default IBM Case Manager. However, you can

use this state in your custom applications to indicate a case that is in an

exception or abnormal state.

Chapter 4. Inner workings of IBM Case Manager 79

Figure 4-5 shows the state diagram for a case.

Figure 4-5 Case state transition

The Content Platform Engine Case Folder Update event handler enforces the

following case state transition rules (see Figure 4-5):

򐂰 The user cannot reset the state to NEW.

򐂰 The user cannot reset the state to INITIALIZING.

򐂰 If a case is in the WORKING state, the case state can be set to either

COMPLETED or FAILED.

򐂰 If a case is in the COMPLETED state, the case state can be set to

WORKING.

򐂰 If a case is in the FAILED state, the case state can be set to WORKING or

COMPLETE.

A case is set to COMPLETED state if all the required tasks are started and any

running tasks are completed or stopped. The required tasks here are the tasks

that are marked as required at design time. After a task is started, the Case

Manager Client also displays the started task as a required task.

Remember: Capitalized letters and underscores are used for the Case and

Task states in this book. The actual states that are represented in the Content

Platform Engine differ because they use spaces and are not capitalized. For

example, the actual state is “Disabled by user” instead of

“DISABLED_BY_USER”.

NEW INITIALIZING WORKING

COMPLETE

FAILED

80 Advanced Case Management with IBM Case Manager

4.1.3 Roles

A role represents a specific business function. For example, in a Complaints

Management system, a role might be a Reviewer or Investigator. You assign

users or groups to roles. Roles can access only tasks that are assigned to those

roles unless the role also can reassign work to others.

Roles are defined at the solution level, so roles are shared across case types.

During the task design process, steps in a task are associated with roles. At run

time, case administrators are responsible for assigning actual users to the roles.

Each role has at least one in-basket that is associated with it. The role

determines the pages to which the users or groups of the role have access.

When you define a case type, you can select different Case page layouts for

different roles.

Each role has at least one solution page that is associated with it. You can create

and assign solution pages to the role that provides case workers with access to

the cases and work items in a solution.

4.1.4 Roles in-basket

The roles in-basket is a bucket that contains the work items that the users or

groups that belong to the role can access. The role in-basket is created

automatically by IBM Case Manager Builder when you create a role. For more

information about configuring the details of the role in-basket, such as the

columns, sorting, and in-basket filters, see 7.2.3, “Setting up roles” on page 220.

A role can access more than one role in-basket, as shown in 12.5.2, “Creating

more in-baskets” on page 483.

For each role and associated in-basket that is defined in a solution, Case

Manager Builder defines a role, associated in-basket, and a work queue in the

Process Engine Configuration File. You also can use Process Designer to create

a role without creating a work queue. In addition, you can use Process Designer

to delete the work queue that is created for a role that is defined in Case

Manager Builder.

The properties that are specified for a role in-basket become the displayed data

fields for the corresponding isolated region work queue.

Chapter 4. Inner workings of IBM Case Manager 81

Table 4-1 specifies the mapping between roles in a solution and workflow system

configuration elements.

Table 4-1 Roles in solution to workflow system element mapping

The normalized role name is the role name that uses only characters that are

valid for a queue name in workflow system.

4.1.5 Personal in-baskets

The personal in-basket displays the workflow work items that are assigned to a

particular case worker.

A work item is assigned to the personal in-basket as a result of any of the

following actions:

򐂰 Case workers move a work item to their own personal in-basket.

򐂰 Case workers reassign an item to a different case worker.

򐂰 An automated processing step assigns the item to a specific workgroup.

Each user often has a personal in-basket. However, you can configure a role to

not show its personal in-basket to a case worker. Therefore, having an in-basket

for a user is optional.

IBM Case Manager implements personal in-basket as an in-basket of the “Inbox”

queue.

Roles in solution Roles Queues

Role name example:

Customer Service

Representatives

Same as role

name in solution

<solution prefix>_<normalized role

name>

Example:

CC_CustomerServiceRepresentatives

82 Advanced Case Management with IBM Case Manager

IBM Case Manager also supports configuring how the personal in-basket is

displayed at the level of each role. When you define a role, you can select

between the available options, as shown in Figure 4-6.

Figure 4-6 Configuring the personal in-basket for a role

The following settings are available:

򐂰 Personal (Common)

All roles that are configured for this setting share a personal in-basket

definition. As a result, users see the same columns, sorting, and filtering

when they access their personal in-basket, independent of which role they are

currently using.

򐂰 Personal (Role)

This new setting enables you to have custom in-basket definitions for certain

roles. You can use different columns, sort orders, and filters for each role to

represent the work that is shown in the personal in-basket for that particular

role.

򐂰 Do not show personal in-basket

This setting hides the personal in-basket from being shown for a role. It is

helpful if the role is not intended to use a personal in-basket at all. When this

option (as shown in Figure 4-6) is set, Case Manager Client hides the

personal in-basket at run time.

Chapter 4. Inner workings of IBM Case Manager 83

At the level of the isolated region, all solutions that are inside a Project Area

share an Inbox queue for the personal in-basket. IBM Case Manager uses a

default workflow data field that is named “SolutionIdentifier” to filter work items

into personal in-baskets that are based on the solution name.

4.1.6 Configuring manual work assignment

IBM Case Manager uses in-baskets to present users the work, which is assigned

to them personally or to the roles of which they are a member. IBM Case

Manager provides various configuration options to provide better control of how

users can assign work to themselves or to other case workers.

Moving work to the personal in-basket

When you configure a role, you can define whether role members are allowed to

transfer work from the role in-basket to their personal in-basket, as shown in

Figure 4-7.

Figure 4-7 Configuring a role to allow moving work to the personal in-basket

When this option is enabled, case workers are allowed to transfer work from the

role in-basket to their personal in-basket. They do so by selecting one or more

items in the role in-basket and by using the menu option Move Item to personal

In-basket. They also can move work back from their personal in-basket to the

role in-basket. They can do so by selecting the corresponding entries from their

personal in-basket and by using the menu option Return Item. You can use this

configuration for roles that might have to spend a longer time to complete their

work. You also might need to suspend work and you want to make sure that the

person that started to work on an item can continue this work later on.

Remember: Users cannot access personal work that is assigned to them if

they are member of a single role that hides the personal in-basket. In this

case, you must make sure that you do not directly assign work to users in this

role.

84 Advanced Case Management with IBM Case Manager

You might want to disable this configuration for roles that perform heads-down

processing or roles that must complete each work item that they open. If work is

not assigned to users in this role in any other way (from users in other roles or by

automated rule-based assignments in the process), you can hide the personal

in-basket completely for the role. For more information, see 4.1.5, “Personal

in-baskets” on page 81.

At the technical level, this configuration is stored as a boolean attribute for the

role and is called ECM_canMoveWorkToPersonalInBasket.

Assigning work to other users

Another configuration setting defines whether a role can assign work to other

users, as shown in Figure 4-8.

Figure 4-8 Configuring a role to reassign work to other users

When this option is enabled, users can select one or more entries from the role

in-basket or their personal in-basket and assign them to another user. When

work is reassigned from your personal in-basket, you see an extra option in the

panel, as shown in Figure 4-9.

Figure 4-9 Optional approval check when work is reassigned

Selecting the option means that you want to approve the work item after the

person you assigned it to completes it. As a result, this work item reappears in

your in-basket in the same workflow step after the other person completed it.

Otherwise, the work item is placed automatically into the next workflow step.

At the technical level, this configuration is stored as a boolean attribute for the

role and is called ECM_canAssignWork.

Important: IBM Case Manager allows a user to assign work to other users

only if all of the following conditions are true:

򐂰 The user is member of at least one role with ECM_canAssignWork = true.

򐂰 The work item is not locked by another user.

򐂰 The current workflow step has the reassign option enabled.

Chapter 4. Inner workings of IBM Case Manager 85

As a default, the reassign option is enabled for each process step you create in

IBM Case Manager Builder Step Editor or in the Process Designer. However, you

might encounter situations where you want to ensure that the same person

performs two sequential workflow steps, or you want to prevent users from

reassigning a workflow step for other reasons. In that case, you can disable the

reassign option for the step. This setting can be modified in the Step Editor or by

opening the General tab for the step in Process Designer.

Viewing all assigned work

IBM Case Manager has an in-basket that allows users to view all work items that

are assigned to them throughout the complete solution. This in-basket is helpful

in situations where a role member must quickly determine which work is

assigned to a particular user. For example, a supervisor who is notified that a

team member is sick must find all work that is assigned to that person to decide

which work items must be shifted to other case workers.

To display this in-basket for a role, enable the setting that is shown in

Figure 4-10.

Figure 4-10 Configuring a role to show the in-basket for all assigned work

As a result, a new in-basket that is named “All Assigned Work” is available in IBM

Case Manager Builder, as shown in Figure 4-11.

Figure 4-11 Configuring the in-basket that shows all assigned work

86 Advanced Case Management with IBM Case Manager

The default columns that are configured for this in-basket are Step Name, Time

Created, Subject, and Assigned To. You can change these columns and add

filters in the same way as you do for a regular role in-basket. Generally, do not

remove the Assigned To column, which shows the user ID from the Content

Platform Engine process services with their short name as configured in the

LDAP directory.

Figure 4-12 shows how the “All Assigned work in-basket” is presented to the user

in the IBM Case Manager Client. The sorting for the work item in this basket is by

user ID and then by the column that you select.

Figure 4-12 In-basket showing all work that is assigned for a solution

For this use case, configure the supervisor role to show the “All assigned work”

in-basket and to enable this role to reassign work to others. The supervisor role

can then easily find all work that is assigned to a particular user and can reassign

some or all of it to other case workers.

You can configure the access to the “All assigned work” in-basket for several

roles in a solution. At the technical level, this configuration is stored as a boolean

attribute for the role and is called ECM_viewAssignedWorkInBasket.

Default settings

When you create a role in IBM Case Manager Builder, the configuration

parameters are set to the default values that are listed in Table 4-2.

Table 4-2 Default parameters for new roles

Role custom attribute Default value

ECM_canMoveWorkToPersonalInBasket true

ECM_canAssignWork true

ECM_viewAssignedWorkInBasket false

Chapter 4. Inner workings of IBM Case Manager 87

As a result, a role member can move work from a role in-basket to their personal

in-basket and assign work to other users. You can change the role custom

attributes in IBM Case Manager Builder or by opening the Process Designer for a

solution. In the Process Designer, click View → Roles and then click the

Custom Attributes tab to display the window that is shown in Figure 4-13.

Figure 4-13 Modifying role custom attributes by using Process Designer

For more information about how to access the Process Designer from a solution

in IBM Case Manager Builder, see “Configuration in Process Designer” on

page 476.

If you changed custom attributes for a role, you must redeploy your solution for

the new configuration to be picked up.

Role-based reassignment window

To reassign work, you can select the person that you want to assign the work to,

based on their role. It also is possible to select the users by searching for names

in the LDAP directory.

When you select a role from the list, the users that are assigned to that role are

shown in the right side of the window. You can then select the user that you want.

The number of roles that are displayed depends on the security settings, which

are described in the next section. Users see the role-based assignment window,

as shown in Figure 4-14 on page 88.

Tip: For test purposes, you can directly modify the role attributes in the

runtime environment by using the Process Configuration Console. However,

any changes you apply here are overwritten with the information in the

solution package after you redeploy the solution.

88 Advanced Case Management with IBM Case Manager

Figure 4-14 Role-based user selection for reassigning work

Case workers can still search the Directory Services for the user name by

selecting the option Search All Users at the top of the role list, as shown in

Figure 4-15.

Figure 4-15 Search for users in the directory service for reassigning work

Chapter 4. Inner workings of IBM Case Manager 89

Work reassignment and security

In addition to the configuration settings, the security that is configured for the

workflow system affects whether users can move or reassign work, and which

information is displayed in the role-based assignment dialog.

By default, all users are not restricted on the use of rosters, event logs, and

queues that are defined in a solution. Therefore, set the security on these objects

as required to satisfy your security requirements. When you change security,

adhere to the rules that are listed in Table 4-3.

Table 4-3 Access right requirements for reassigning work

The user needs to belong only to one role of the solution to have access to all the

roles of the solution and the roles membership. To change the role attributes,

such as adding a new member to a role, the user must have the write access to

the application. That is, for read-only operations, such as retrieving the list of

roles or the members of a role, the user needs to belong only to one role.

Action Access right

Move work to personal in-basket from role

in- basket

1. Query and Process right on the

current work queue

2. Query right on Inbox queue

3. ECM_moveToPersonalInbasket = true

for role that uses in-basket

Reassign work from role in-basket 1. Query and Process right on the

current work queue

2. Has ECM_canAssignWork=true

Return work from personal in-basket Query on destination work queue

Reassign work from personal in-basket Has ECM_canAssignWork=true

Return work from “All assigned work”

in-basket

Query on destination work queue

Reassign work from “All assigned work”

in-basket

1. Query and Process on Inbox queue

2. Has ECM_canAssignWork=true

90 Advanced Case Management with IBM Case Manager

4.1.7 Configuring role pages

Each role must have one solution page. The solution page that is assigned to a

role provides the solution access to the case worker in IBM Case Manager

Client. These solution pages are shown to the user when a solution is opened in

Case Manager Client for the first time. When a role is created, it contains two

solution pages Work and Cases, by default. A user also can create custom

solution pages and assign them to a role. Figure 4-16 shows the window that is

used to assign a solution page to a role in IBM Case Manager Builder.

Figure 4-16 Assigning solution pages to the role

4.1.8 Document types

Document types help you to organize and classify the documents that belong to

a case. You can provide more information about the documents by assigning

properties to the document type. For example, a document type in the example

might be a complaint letter.

The document type maps to a document class in the IBM FileNet P8 domain. It

maps to an item type in IBM Content Manager, if IBM Content Manager

integration is used.

Documents that are associated with cases are categorized into types. A

document type can trigger a case or task creation. When you design the case

types, you can assign a document type to be the initiating document type (also

called

initiating document type) for a case type. When users create a document

of the initiating document type for a case type, IBM Case Manager creates a

case instance of that case type. A document type can be the initiating document

type for one or more case types.

Chapter 4. Inner workings of IBM Case Manager 91

When you design task types, you can specify a document type as a filing

precondition for a task creation. If a user files a document in a case instance

folder, IBM Case Manager creates a task instance. This process occurs if the

task has the filing precondition and the document class is the same as the

document type that is specified for the precondition. The task with filing

precondition can be repeatable.

4.1.9 Task type

A task type contains tasks. A task has one or more steps that must be

completed. For example, a task might be to review a product-related complaint. A

task is not completed until all of the steps in the main workflow are completed. A

case is not completed until all required tasks are completed or manually disabled

and any other running task process are completed or stopped.

The following types of tasks are available:

򐂰 Container task

򐂰 Task with reused workflow

򐂰 Case Manager normal task

Tasks can be moved to READY state by the following preconditions:

򐂰 Document filing

򐂰 Property update

򐂰 Property condition is met

Only tasks with the filing and property update preconditions can be repeated.

The filing and property update preconditions can have a property expression as

more constraints.

For example, you can define a repeatable task with filing (of document class A)

and property condition (P1 > 100 and P2 = true). For another example, you can

define a repeatable task with property P1 update and property expression

condition (P2 = true).

Tip: The display name for a document type is the document type name. The

symbolic name for a document type uses the following format:

Consideration: Required tasks are all the tasks that are running (the started

tasks) and the tasks that have the required attributes.

92 Advanced Case Management with IBM Case Manager

In the first example, Case Manager promotes the task if a document of type A is

filed in the case folder and (P1 >100 and P2=true). In the second example, Case

Manager promotes the task if P1 is updated (regardless of the value) and (P2 =

true).

Document filing and property update preconditions are always evaluated first,

then the property expression is evaluated.

A task also can be designated as optional or required. A required task must be

completed before the case is set to complete. All of the other running tasks must

be completed or stopped for the case to complete.

Tasks can be included in sets. A set is inclusive or exclusive. Placing a task in an

inclusive set means that all of tasks in that set must be completed for the case to

complete. Placing a task in an exclusive set means that only one task in the set

must be completed.

Hidden task

By using IBM Case Manager, you can define hidden tasks. A hidden task works

the same way as a non-hidden task of the same type, but it is not displayed in the

Tasks tab in IBM Case Manager Client. Hidden tasks are helpful for background

processing tasks, such as initialization or cleaning up that are started based on

certain conditions, but do not need to be visible to the case worker.

You can configure hidden tasks as being started automatically based on a

condition or you start them based on API calls. Although hidden tasks are not

shown in the Tasks tab, their status changes and any comments you

programmatically add in a hidden task are displayed in the History view.

Container task and subtask

IBM Case Manager release 5.2 also supports the concepts of container task and

subtask

. A container task is similar to a task in that it can have preconditions. It

can start automatically, manually, or discretionary and it can be defined as

hidden or repeatable. Also, all required container tasks must be completed or

manually disabled for a case to be completed. However, the following important

features distinguish a container task:

򐂰 It does not have a workflow that is associated with it

򐂰 It contains one or more subtasks

A container task contains one or more subtasks. Subtasks can be container

tasks or tasks. Subtasks can be automatic or manual tasks only, not discretionary

tasks. Subtasks can have preconditions and can be required and hidden.

Chapter 4. Inner workings of IBM Case Manager 93

When you organize subtasks in sets, all subtasks in a set must belong to the

same container task. Task sets cannot cross container task boundaries. You can

move existing top-level tasks into newly created container tasks.

Container tasks are useful to group a number of tasks. You also can make them

available to the case worker only when certain conditions of phases in the case

management process are reached. This way, container tasks help to reduce the

number of tasks that are presented in the IBM Case Manager Client. This is

especially useful for complex case types. For example, a comprehensive task

type can have many single tasks defined. However, depending on the

progression of the case, many of these tasks never need to be created because

their corresponding preconditions are not met. Therefore, they are of no value for

the case worker in that case.

Without container tasks, all of these tasks are visible in the Task tab of the Case

Information widget. However, most of them are in the waiting state and might

never get started. By using high-level container tasks, the worker sees only a few

container tasks waiting instead of all of the subtasks that are part of the container

tasks.

Container tasks also reduce the resources that are spent for a case. Each task

instance corresponds to a Task Object in the Content Platform Engine, even if the

task is in waiting state. Another advantage of the container task is the

performance for a case creation. If you have a case with 200 independent tasks,

Case Manager creates 200 task objects. However, if the 200 tasks are grouped

into 5 containers and 35 stand-alone tasks, Case Manager creates only 40 task

objects.

Discretionary container tasks are powerful tools that allow case workers to bring

in a predefined set of tasks into a case. This is useful when you cannot describe

all of the preconditions that automatically or manually start the tasks. It provides

support for highly dynamic and adaptive case management by enabling case

workers to judge and decide which tasks must be used on a case-by-case basis.

Because container tasks do not have a workflow that is associated with them,

you cannot convert an existing task into a container task. In that case, create a

container task instead and move your existing task into that container task.

A container task is completed only when the following conditions are true:

򐂰 All required subtasks are completed or manually disabled (for manual tasks

only). All required tasks that are in the FAILED state also must be stopped.

򐂰 Any working subtasks are complete or stopped/aborted.

94 Advanced Case Management with IBM Case Manager

A case is completed when the following situations are true:

򐂰 All required tasks (containers included) are completed, manually disabled, or

stopped.

򐂰 All running tasks are completed or stopped.

An optional container task in WAITING or READY state is not evaluated for the

case completion computation, even if the container task includes a required

subtask. This is because the subtasks are not created until the container task is

in the WORKING state. If a container task contains a required subtask that is

intended to affect the case completion computation (even if the container task is

not started), configure the container task as a required container task.

Task Classes

A Task type is a definition of a task class. IBM Case Manager release 5.2 uses

one single task type, which is CmAcmCaseTask. Previous IBM Case Manager

releases used a separate task type CmAcmCaseTaskWithIntiatingDocument for

tasks that are associated with a document filing precondition. This class is

deprecated in release 5.1.1. The document that started the task (the initiating

document) is stored in the CmAcmTriggerDocument property with the task.

For more information about the CmAcmCaseTask class, see the IBM Case

Manager 5.2 Information Center and click Developing case management

applications → Content Platform Engine add-on extensions for Case

Manager Builder → IBM Case Manager target object store extensions →

CmTask subclasses → Case Task class.

Case Task class properties

The Case Task class (CmAcmCaseTask) features the following properties:

򐂰 Task Name

If a task is a discretionary task, case workers specify the task name when

they create the task. Otherwise, the task has the name of the task class,

which is the name that you provided for the task in IBM Case Manager

Builder.

򐂰 Disabled State

The value of this property indicates whether a task is disabled. If it is disabled,

the value also indicates how it was disabled. This integer property has the

following choice list that is associated with it (the actual integer value is shown

in parenthesis):

– ENABLED(0): The task is not disabled.

– DISABLED_BY_USER(1): A task was disabled by a case worker.

Chapter 4. Inner workings of IBM Case Manager 95

– DISABLED_BY_EXCLUSIVE(2): A task is disabled because it belongs to

an exclusive group and one of the tasks in the group was promoted to the

WORKING state.

– DISABLED_ABORTED(3): A task is disabled because its associated

workflow was aborted.

򐂰 Required State

The value of this property indicates whether the task completion is required to

complete a case. A case is completed only when all of the required tasks are

completed. This integer property contains a choice list with the following

values:

– OPTIONAL(0): The task is not required for a case. This is the default

value.

– REQUIRED_BY_USER(1): This value indicates that the task is marked as

required when a manual or discretionary task is started.

– REQUIRED_BY_INCLUSIVE(2): This value indicates that the task

belongs to an inclusive group and one of the members of the group is in

the WORKING state.

򐂰 Launch Mode

The value of this property specifies the state of a task when IBM Case

Manager creates the task, and whether the task is repeatable. This integer

property contains a choice list with the following values:

– SYSTEM_MANUAL(0): This value indicates that the task is defined as a

manual task. When IBM Case Manager creates a task by using the

Content Platform Engine event handler, IBM Case Manager promotes the

task from WAITING to READY. This process occurs unless the task has a

precondition that prevents it from being promoted. The task remains in the

READY state until a case worker starts the task, which then promotes it to

the WORKING state. For more information, see “Case object model

implementation” on page 102.

– SYSTEM_AUTOMATIC(1): This value indicates that this task is an

auto-launch task. When IBM Case Manager creates a task by using

Content Platform Engine event handler, Case Manager promotes the task

from WAITING to READY and then to WORKING state if the task has a

precondition that is met. Case Manager then starts its associated

workflow. For more information, see 4.2, “Case object model

implementation” on page 102.

– USER_AUTOMATIC(2): The property indicates that the task is marked as

a discretionary task. IBM Case Manager creates a task only when a case

worker requests one. After it is created, IBM Case Manager promotes the

task from WAITING to WORKING state and starts its associated workflow.

96 Advanced Case Management with IBM Case Manager

For more information, see “Case object model implementation” on

page 102.

– SYSTEM_MANUAL_REPEATABLE(3): This value specifies the task is

manual and repeatable. This value has the same attribute as

SYSTEM_MANUAL.

– SYSTEM_AUTOMATIC_REPEATABLE(4): This value specifies that the

task is auto-launch and repeatable. This value has the same attribute as

SYSTEM_AUTOMATIC.

򐂰 Group Mode

This property specifies whether a task is stand-alone, inclusive, or exclusive.

This property is a choice list property with the following values:

– Not Grouped (0): The task does not belong to any group. This value is the

default value.

– Exclusive (1): The task belongs to an exclusive group. When IBM Case

Manager promotes a member of an exclusive group from READY to the

WORKING state, the rest of the group is set to

DISABLED_BY_EXCLUSIVE.

– Inclusive (2): The task belongs to an inclusive group. When IBM Case

Manager promotes a member of an inclusive group from READY to the

WORKING state, the rest of the group is promoted to

REQUIRED_BY_INCLUSIVE.

򐂰 Is Container

This property specifies whether a task is a container task, and can have the

values TRUE or FALSE.

򐂰 Parent Task

This object valued property contains the parent container task for Subclass.

򐂰 Filing Document

This object valued property contains the document, that if filed, triggers the

start of the task, if the task has the document filing precondition.

Remember: For a repeatable task, multiple instances of the task can be

created for any case. For a non-repeatable task, only one instance of the

task can be created. Only tasks with filing or property update preconditions

can be marked as repeatable.

Restriction: A repeatable task cannot belong to a group. A non-repeatable

task can belong to no more than one group.

Chapter 4. Inner workings of IBM Case Manager 97

򐂰 Process Instance ID

This string valued property contains the ID of the process that was started on

the workflow system or IBM Process Server for the task.

򐂰 Last Failure Reason

This string property provides information about why the task was set to the

FAILED state. It is automatically populated when workflow system moves a

task into this state. For example, CmAcmError Launch Failed indicated that

IBM Case Manager cannot start the corresponding task workflow.

Content Platform Engine can update the task state and this field.

򐂰 Last Restart Date

This date and time property is updated by IBM Case Manager when a task is

restarted.

򐂰 Restart Count

This integer property is used by IBM Case Manager to track the number of

restart attempts for a task. You can use this information, for example, to

abandon restarting a task after it reaches a number of unsuccessful restarts.

4.1.10 Tasks

Tasks are the instances of task types that are created by IBM Case Manager

when a case is created.

Task states

A task can be in one of the following states:

򐂰 WAITING

A task is in this state when IBM Case Manager first creates it.

򐂰 READY

A task is in this state when the precondition for the task is met.

򐂰 WORKING

IBM Case Manager starts a workflow that is associated with a task when it is

in this state. A task can enter this state when one of the following events

occurs:

– A case worker creates a discretionary task.

– A case worker starts a manual task that is in the READY state.

– The task was in COMPLETED state and a restart was issued successfully

through the API.

98 Advanced Case Management with IBM Case Manager

– The exception for the task, in the FAILED state, is rectified. The Disabled

State property for the task is not set to DISABLED_ABORTED, and a

restart was issued successfully through the API.

– The task was in FAILED state with Disabled State equal to

DISABLED_ABORTED, and a Restart was issued successfully through

the API.

Case workers cannot disable a task in this state.

򐂰 COMPLETE

The task is completed. Any workflow that is associated with the task also is

completed. Case workers cannot disable a task in this state.

򐂰 FAILED

A task can enter this state under the following conditions:

– The associated workflow is in the FAILED or MALFUNCTION state. If the

failure condition is rectified, the workflow system sets the state back to

WORKING and the work item can continue to be processed.

– All the work items for a workflow that is associated with the task are

deleted abnormally. Also, in this case the state of the task can be set back

to WORKING by issuing a Stop request to gracefully clean up the existing

work objects. Then, issue a Restart request.

– The task was in WORKING state and a Stop request was issued

successfully through the API. This action sets the Disabled State property

to DISABLED_ABORTED.

Case workers cannot manually disable a task in FAILED state. However, you

can provide the capability to stop and restart the task by issuing the

corresponding requests through the Case Manager API.

Stopping and Restarting Tasks

With IBM Case Manager 5.2, you can issue Stop and Restart requests for tasks

at the API level.

You can use a Stop request to gracefully end a task in WORKING state. As a

result, any existing workflows for this task are ended. Stopping tasks is useful in

the following situations:

򐂰 A task no longer must be completed.

򐂰 A task process failed and cannot be recovered.

򐂰 A case must be ended; for example, when a customer decides not to pursue a

complaint.

Additionally, a Stop request cleans up a task in the FAILED state.

Chapter 4. Inner workings of IBM Case Manager 99

In both cases, the task ends in the FAILED state with the Disabled State property

set to DISABLED_ABORTED. If wanted, you can restart the task by issuing a

Restart request.

A Restart request can be used to demote a successfully finished task from

COMPLETED back to WORKING state. As a result, a new instance of the

corresponding workflow is started. You also can issue a Restart request to

demote a task in FAILED state back to WORKING state if one of the following

conditions is met:

򐂰 The tasks Disabled State property is equal to DISABLED_ABORTED

򐂰 The tasks Last Failure Reason property has the value “CmAcmError Launch

Failed”

Figure 4-17 shows the state diagram for a task.

Figure 4-17 Task state transition

IBM Case Manager supports Stop and Restart invocation against a workflow

system-based regular task only. It is not supported to stop or restart an IBM

BPM-based task and container tasks. Additionally, discretionary tasks can be

stopped only.

A stop request deletes all of the active work items for a single workflow process

instance. This process updates the corresponding task’s state to FAILED and the

Disabled State property to DISABLED_ABORTED. Any further workflows that

are started by this main workflow are not ended by the request. Furthermore,

ending a workflow does not compensate any changes that are applied to external

systems, such as values that are changed by using DBExecute or Web Services

calls.

100 Advanced Case Management with IBM Case Manager

Restarting a task always starts the latest workflow that was deployed for that

task. If the solution was redeployed since the start of the task, the workflow that

is started at restart can differ from the initial one. The restart does not affect the

Date Started property of the task, which remains the time of the original first

start. However, it does change the properties Task State, Process Instance ID,

Disabled State, Last Date Restarted, Restart Count, and Last Failure Reason.

The user who initiates a Stop request must have query rights on the roster and

query and process rights on all queues of the solution. For a Restart request to

succeed, the requesting user must have create rights for the solution roster.

Existing and running task instances of earlier IBM Case Manager versions can

be stopped, but they cannot be restarted after the system is upgraded.

Task preconditions

The following preconditions to start a task are possible:

򐂰 Filing

To create a task, case workers must file into a case instance a document of a

document class that is specified in the filing precondition for the task. IBM

Case Manager sets the state of a task that is based on its start mode. You can

select which document types are evaluated for a filing precondition.

Multi-selection of document types is supported. A filing precondition can be

combined with property expression preconditions.

򐂰 Property update

Creates a task if one or more case properties are changed. If multiple

properties are selected for a property update precondition, the properties are

logically combined in an OR condition. For example, Complaint Category OR

Complaint Description is changed. More case property expressions can be

added to the property update precondition with an AND operator. The case

property update precondition can be combined by AND or OR. For example,

(Complaint Category OR Complaint Description is changed) AND

(Complaint Status = Processing OR Complaint Status = Pending).

򐂰 Property expression

When an expression that contains case properties satisfies the condition that

is specified in the property precondition, IBM Case Manager sets the state for

a task to READY. Then, based on its start mode, the task is promoted to

WORKING state.

򐂰 No precondition

IBM Case Manager promotes the state of a task to WORKING immediately

after creation.

Chapter 4. Inner workings of IBM Case Manager 101

A task precondition can be a filing or property update precondition, with added

property expression for extra constraint.

Task precondition evaluation

When a case is created, IBM Case Manager takes the following actions:

򐂰 Top-level non-discretionary tasks are created and put into their initial state,

which is WAITING.

򐂰 Tasks with no precondition or with property preconditions that are met are

promoted to READY state.

If a task is configured as automatic, it is moved to WORKING and the

associated workflow starts.

򐂰 Tasks with a property update or document filing precondition wait until the

property condition is met or the document is filed.

For repeatable tasks with a property update precondition when the update event

triggers, the system checks whether a task of that type is in the WAITING state. If

it is not in that state, a task is created.

When the container task is moved into the WORKING state, the following

processing is started:

򐂰 The corresponding top-level subtasks are created and put in WATING state.

򐂰 Subtasks with no precondition or property preconditions that are met are

promoted to READY state.

򐂰 Subtasks that are configured as automatic are promoted to WORKING state

and the corresponding workflow starts.

򐂰 Subtasks with property update or document filing conditions wait for the

appropriate event to happen before they are evaluated.

With IBM Case Manager release 5.2, you can change the preconditions for tasks

in a deployed solution by redeploying the solution. This process can change the

precondition and the precondition type. For example, you might decide that a

verification task be started based on a property update instead of a property

condition. You also can change a property-based precondition to a document

filing precondition, or vice versa.

Consideration: When you create a case and a value is entered for a

property, this action does not count as a property update precondition.

102 Advanced Case Management with IBM Case Manager

If you change the precondition for task and redeploy the solution on a production

system, run the Precondition Checker utility to update running cases. The

Precondition Checker checks for any existing tasks that are in a Waiting state. If

the tasks satisfy the changed precondition, they are promoted to a READY state.

It is mandatory to run the Precondition Checker in the following situations:

򐂰 A property precondition was changed

򐂰 A property update or document filing precondition was changed to a property

precondition

򐂰 An existing precondition of any kind was changed to “No precondition”

You do not need to run the Precondition Checker if a property update

precondition or document filing precondition is used or changed. These

precondition types are automatically evaluated the next time that a document is

filed or the property is updated.

4.2 Case object model implementation

This section describes how IBM Case Manager services organize and manage

the objects that are addressed in 4.1, “IBM Case Manager object model” on

page 71 as data.

IBM Case Manager organizes its objects into the following main categories:

򐂰 Design object store (solution packages or artifacts).

򐂰 Target environment (solution instances or deployed solutions). The target

environment consists of one target object store and its associated workflow

system isolated region.

Important: Do not change the task from Automatic or Manual to Discretionary

for production systems because starting a discretionary task is different from a

system triggered start of a task. Discretionary tasks use a different user

interface to start, and often require more information to be passed when they

are started. This process can cause incompatibilities with existing task

instances.

Important: For documents that are already in a case, a new or changed

document filing precondition is not evaluated.

Chapter 4. Inner workings of IBM Case Manager 103

4.2.1 Design object store

In IBM Case Manager, there are two main object store add-ons: design object

store add-ons and target object store add-ons. A design object store is an object

store with IBM Case Manager design object store add-ons that are applied to it.

In a development environment, IBM Case Manager uses a design object store to

organize and manage the solution packages and artifacts. The solution package

contains elements, such as solution definition file (SDF), Process Engine

Configuration File, and case type XPDL.

IBM Case Manager configuration tool installs IBM Case Manager design object

store add-ons while it configures an IBM Case Manager environment. IBM Case

Manager configuration tool also creates a folder structure for IBM Case Manager

to organize IBM Case Manager solution packages and artifacts.

Figure 4-18 shows the root folder structure for IBM Case Manager in a design

object store.

Figure 4-18 Design object store folder structure

Audit Configurations

Root Folder

IBM Case Manager

Connection Definitions

Data Sets

Contains default set of IBM Case Manager

widgets

Data Sets contain basic Target Object Store

configuration and add-ons

Folder structure for Templates is similar to Solutions folder

structure

Solutions

Pages

Solution Workflow Collection

Configuration

Solution Definition

<case name> XPDL

Set of default pages and custom pages

Each solution is tagged with the

corresponding project area

Views

Rules

Collection of properties view defined under

case types in a solution

Contains separate rule file for each rule

created in a solution .

Page Templates

Rule Packages

Security Configurations

Solution Templates

Widgets

Audit configuration stores audit configuration settings for

tracking the history of cases.

Connection definition include project area definitions

Security configuration contains the set of permissions

configured for solution objects, users, roles etc.

Contains default set of page templates

available in IBM Case Manager

This folder contains the solution rule zip file

when the solution rules are exported

104 Advanced Case Management with IBM Case Manager

A design or staging object store contains the following artifacts:

򐂰 Solution definition

A solution definition is a collection of SDFs, Process Engine Configuration

File, XPDL, and pages. A solution package is stored under the Solutions

folder in a design or staging object store. For more information about SDF,

Process Engine Configuration File, XPDL, pages, views, and rules, see

“Solution package” on page 74.

򐂰 Solution template

A solution template is a collection of IBM Case Manager artifacts that can be

customized and extended to build a complete solution. A solution template is

stored in the Solution Templates folder.

򐂰 Connection definition

A connection definition specifies the target environment to which an IBM

Case Manager solution is deployed. It contains the information about the

connection point that is providing access to the associated isolated region

and page mapping. IBM Case Manager uses the connection point to discover

the target object store and isolated region number.

򐂰 Audit configuration

An audit configuration stores the audit configuration settings for tracking the

history of cases in IBM Case Manager. An audit configuration is stored in the

Audit Configurations folder. Audit configuration settings are stored in an audit

manifest file.

򐂰 Security configuration

A security configuration contains the security permissions for objects and

roles that are stored on an IBM FileNet P8 Platform environment. A security

configuration file stores the permissions that are configured for different

users, groups, and roles. A security configuration is stored in the Security

Configurations folder.

򐂰 Page template

A page template is a collection of the default set of pages that are available in

IBM Case Manager that also can be used for creating custom pages in IBM

Case Manager Builder. A page template is stored in the Page Templates

folder.

򐂰 Rule package

Rule package is a collection of solution rules. The rule package is created

when an administrator exports a solution’s embedded rules, in IBM Case

Manager administration client. It contains the solution rule .zip file that is

generated on export. A rule package is stored in the Rule Packages folder.

Chapter 4. Inner workings of IBM Case Manager 105

򐂰 Widget package

The Widget package is a collection of default widgets available in IBM Case

Manager. A widget package is stored in the Widgets folder.

4.2.2 Target environment

The target environment consists of one target object store and its associated

isolated region. A target object store is a Content Platform Engine object store

with IBM Case Manager add-ons that are required for a target object store. IBM

Case Manager configuration tool installs IBM Case Manager target object store

add-ons as part of configuring an IBM Case Manager environment. IBM Case

Manager configuration tool also creates a folder structure for IBM Case Manager

to organize deployed solutions.

Figure 4-19 shows the root folder structure for IBM Case Manager in a target

object store.

Figure 4-19 Target object store structure

Remember: A solution definition refers to the solution as defined in the

Design or Staging Object Store. A solution package refers to the archive file of

the solution that is created when you export the solution.

Solution Deployments

Root Folder

IBM Case Manager

Case Types

Case Structure

Cases

<year>

<month>

<day>

Contains for each Case Type, the

information needed to create

case instances.

Actual case folder

Cases are stored in a year,

month, day, random number

folder structure to avoid

large amount of instances in

a single folder

Contains all the solutions

deployed in this object store

106 Advanced Case Management with IBM Case Manager

A target object store contains the following artifacts for a deployed solution:

򐂰 Deployed solution folder

A deployed solution folder is a folder structure for a deployed solution in the

target object store. Case instances are created under this structure.

򐂰 Case class

A case class is a representation for a case type in a solution.

򐂰 Document class

A document class is a definition of a document type.

򐂰 Property template

A property template is a definition of a property type.

򐂰 Task class

A task class is a definition of a task type.

򐂰 Subscription

A subscription relates a case or task event condition to corresponding

Content Platform Engine event actions.

Each target object store is associated with a workflow system isolated region. An

isolated region stores process data for the solutions. When users deploy the

solutions, IBM Case Manager API transfers the workflow configuration

information and workflow collections for the solution to the isolated region.

Workflow system metadata includes application space, roster, event logs,

queues, roles, in-baskets, and workflow classes.

Figure 4-20 on page 107 shows the workflow system isolated region in a target

object store.

Chapter 4. Inner workings of IBM Case Manager 107

Figure 4-20 Target object store and workflow system isolated region

4.2.3 Project areas for supporting parallel project development

Project areas are used when the development environment for IBM Case

Manager must be shared between different solution development teams. Project

areas allow solution teams to develop their solutions iteratively without affecting

other development teams that share the environment. In particular, developers

can isolate the effects of resetting the test environment to a single project area.

Project areas are used only in development environments. A single design object

store can hold multiple project areas, and each one maps to one development

environment. A solution must be unique at the design object store level. That is,

two project areas cannot have the same solution.

Project areas are used to determine the access to the solutions. Each has its

own target object store and workflow system isolated region. Each project area

can have multiple solutions and be shared by multiple developers. However, each

developer uses only one project area.

Figure 4-21 on page 108 shows how project areas in the design object store can

be mapped to the target object stores.

Target Object Store

Isolated Region

Solution

Workflow

Event

Log

Roster

Inbox

Queue

Application Space

Work

Queue

TaskRole

In-Basket

Case

In-Basket

108 Advanced Case Management with IBM Case Manager

Figure 4-21 Project areas

Project areas are created and managed by IT administrators. An IT administrator

runs a task to create and configure a default project area. Other project areas

can be set up by using IBM Case Manager administration client.

IBM Case Manager administration client handles the privileges that are required

for a user to access the design object store of the project area. However, it does

not add the privileges for the user in the target object store and isolated region.

To avoid reconfiguration later, plan the necessary user access to a project area

before you create the target object store and workflow system.

Remember these restrictions when you are planning project areas:

򐂰 To perform a test environment reset requires system administrative privileges

on the target object store. This action clears out the data in the project area to

provide a clean environment for further development.

򐂰 Users who work in project areas must be assigned to the workflow system

administration and configuration privilege groups.

Remember: For IBM Content Manager integration, each target object store in

IBM FileNet P8 maps to an IBM Content Manager Server (Library Service).

Therefore, you need multiple IBM Content Manager servers for multiple

project areas.

Development Environment (Sandbox)

Case

Manager

Builder

Design Object Store

Project Area 1

Project Area 2

Project Area n

Target Object Store 1

Target Object Store 2

Target Object Store n

Isolated region

Chapter 4. Inner workings of IBM Case Manager 109

For more information about setting up Project Areas by using IBM Case Manager

administration client, see the IBM Case Manager Information Center and click

Administering your case management system → Setting up project areas.

4.3 IBM Case Manager pages

The IBM Case Manager application consists of a set of pages that are displayed

in the Case Manager Client for your solution. IBM Case Manager provides a set

of default pages that can be customized. Alternatively, you can create custom

pages to use in place of the default pages.

Case Manager Client supplies the following default pages:

򐂰 Solution page: The Solution page contains Work page and Cases page

layouts.

򐂰 Cases page: The Cases page contains pages for case layouts, such as Add

Case and Case Details.

򐂰 Step page: The Step page contains pages for step layouts, such as Add

Tasks and Work details.

To customize applications, you can use the default pages as templates to create

more pages to provide customized views for different user roles and create page

layouts for steps and cases. For more information about pages, see Chapter 10,

“User interface and widgets” on page 357.

4.3.1 Default pages in a Solution

Default pages in the solution include a Solution page, a Work page, and a Case

page.

Solution page

Solution pages provide case workers with access to cases and work items that

are in a solution. The solution pages include Work page and the Cases page, as

shown in Figure 4-22 on page 110.

110 Advanced Case Management with IBM Case Manager

Figure 4-22 Solution pages

Work page

The Work page contains in-basket widgets that display the work items in the

in-basket of a role and a personal in-basket. By default, the Work page contains

the Add Cases and Manage Roles options. Add Cases allows case workers to

create new cases. Manage Roles allows the case administrators to assign role

membership.

For more information, see 4.1.4, “Roles in-basket” on page 80

Cases page

The Cases page provides case search capability. The page also displays search

results in a Case List widget.

4.3.2 Default Cases pages

In the Case pages, the default pages include Add Case, Add Case Form, Case

Detail, Case Detail Form, and Split Case.

Add Case page

The Add Case page is a default Case page for manually creating a case

instance.

Add Case Form page

The Add Case Form page is similar to the Add Case page. However, it uses a

Form widget instead of a Case Data widget for capturing case data when it

creates a case. The use of the Add Case Form page as a form can provide extra

capabilities, such as dynamic input regions, lookups, or verifications. These

capabilities can be used to guide the case worker through the case creation

process.

Chapter 4. Inner workings of IBM Case Manager 111

Case Details page

The Case Details page is a default Case page for displaying case data. This

page contains widgets for various case views, such as the Case Data view, Case

History view, and Case Task view.

Case Details Form page

The Case Details Form page is similar to the Case Details page, but it uses the

Form widget instead of the Case Data widget. This page contains widgets for

various case views, such as the Case Data view, Case History view, and Case

Task view.

Split Case page

The Split Case page is used to create a case that is based on an existing case. It

shows the data and documents for two cases next to each other in preparation of

the split. Default Case pages are shown in Figure 4-23.

Figure 4-23 Default Case pages

4.3.3 Default Task pages

The Task pages contain the following default pages: Add Task page, Add Task

Form page, Work Details page, Work Details Form page, and Form Attachment

Work Details page.

112 Advanced Case Management with IBM Case Manager

Add Task page

Case Manager Client displays this page when a case worker adds a

discretionary task for a case.

Add Task Form page

The Add Task Form page is similar to the Add Task page, but it uses the Form

widget instead of the Case Data widget.

Work Details page

Case Manager Client displays this page when a case worker opens work items

from an in-basket.

Work Details Form page

The Work Details Form page is similar to the Work Details page, but it uses the

Form widget instead of the Case Data widget.

Form Attachment Work Details page

This page allows the user to enter data to a form, which is then saved as a form

document that is attached to the work item.

Chapter 4. Inner workings of IBM Case Manager 113

Custom Task Details page

Case Manager Client displays this page when a case worker opens a custom

task work item. Default task pages are shown in Figure 4-24.

Figure 4-24 Task pages

4.3.4 IBM Case Manager widgets

A page contains a set of widgets. For more information about standard widgets

that are available in IBM Case Manager, see 10.4.1, “Standard widgets that are

provided by IBM Case Manager” on page 378.

For more information about the standard widget, see the IBM Case Manager 5.2

Information Center and click Designing your case management solution and

application → Adding and deploying a case management solution →

Designing the case management client application → Creating a custom

page → Widgets.

For more information about enhancing your IBM Case Manager solution by

developing and adding your own widgets, see 10.5, “Creating and deploying a

custom widget” on page 386.

114 Advanced Case Management with IBM Case Manager

4.4 Tasks and associated workflow processes

In IBM Case Manager, each non-container task or a task that does not have

subtasks has a workflow that is associated with it. A workflow in an IBM Case

Manager environment derives from the CaseWorkObject class that was

introduced in Content Platform Engine, Version 5.0.

When a non-container task is promoted to WORKING state, IBM Case Manager

starts a workflow that is associated with it. A task enters the Working state when

one of the following conditions is satisfied:

򐂰 A user creates a discretionary task

򐂰 A user starts a manual task that is in the READY mode

򐂰 A precondition is satisfied for an auto-launch task

For more information, see 4.2, “Case object model implementation” on page 102.

This section describes the Content Platform Engine enhancements that are used

by IBM Case Manager.

4.4.1 Workflow association

Task types are associated with workflow definitions. Workflow definitions can be

defined and connected to a task by using one of the following methods:

򐂰 New workflows

Workflow definitions can be created by using the Step Editor in IBM Case

Manager Builder. They can be enhanced by using the Process Designer. In

addition, you can edit workflow definitions directly from the task page.

򐂰 Reuse workflow

Existing workflow definitions that were created by using Process Designer

can be used when you create a task in IBM Case Manager Builder.

򐂰 Created by WebSphere Integration Designer

Existing workflow definitions that were defined in WebSphere Integration

Designer that run in WebSphere Process Server can be used when you

create a task in IBM Case Manager Builder.

򐂰 Created by WebSphere IBM BPM Process Designer

Workflow definitions that were created by using WebSphere IBM BPM

Process Designer and available to run in WebSphere Process Server can be

used when you create a task in IBM Case Manager Builder.

Chapter 4. Inner workings of IBM Case Manager 115

For more information about using the workflow in WebSphere Process Server,

see Chapter 17, “Integrating with IBM Business Process Manager” of the

previous version of this IBM Redbooks publication. The previous version of the

book can be found as part of the downloadable material that is associated with

this book. For more information, see Appendix A, “Additional material” on

page 563 for details.

IBM Case Manager uses the CmAcmTaskWorkflowLaunchEventAction action

type to wire a task type to a workflow subscription. IBM Case Manager starts the

workflow that is associated with a task when such an event action is triggered.

4.4.2 Workflow data fields

Case properties can be accessed directly from a workflow instance. Case

properties can be used in expressions of step parameters and route conditions,

and to assign system instructions.

Functions

IBM Case Manager Builder adds the following extra data fields that are required

by IBM Case Manager components:

򐂰 SolutionIdentifier

The SolutionIdentifier is a string-valued field that contains the <solution

prefix>_<solution name> value. Case Manager Client uses the

SolutionIdentifier to identify from which solution a work item comes when the

personal in-basket is displayed.

򐂰 F_CaseFolder

F_CaseFolder identifies the case class and its instance. Content Platform

Engine uses the F_CaseFolder data field to retrieve and update the values for

the case properties.

򐂰 F_CaseTask

F_CaseTask identifies the task class and its instance. Content Platform

Engine uses the F_CaseTask data field to update the state for a task.

You can access the case property by using the

F_CaseFolder.propertySymbolicName syntax. In the example environment, the

solution prefix is CC. Therefore, the case property Customer Name can be

accessed in a workflow step by using F_CaseFolder.CC_CustomerName.

You can directly assign a new value to the case property or use it in a workflow

expression the same way as any other workflow data field.

116 Advanced Case Management with IBM Case Manager

IBM Case Manager 5.2 provides enhanced support to access the case and task

object properties in a workflow by using Business Objects in the expression

builder in Process Designer, as shown in Figure 4-25.

Figure 4-25 Accessing case and task properties in the Expression Builder

With this process, you can easily access case or task properties from a workflow

definition. It also helps avoid errors because of misspelling. To access the

business objects data fields, open the expression builder and select Business

Objects from the drop-down menu on the left side. Then, select F_CaseFolder

or F_CaseTask as the business object, and double-click one of the associated

data fields from the Properties list.

For more information about using the Expression Builder, see the IBM FileNet P8

5.2 Information Center and click Integrating workflow into document

management → Designing workflows → Define workflow properties →

Expression Builder.

You can also define step parameters directly from Process Designer and start

them with F_CaseFolder.<properties>.

Saving data in a task step

The information that is displayed in the Properties widget or the Form widget

when a task is opened from an in-basket reflects the case data. IBM Case

Manager Builder automatically adds these assignments for case properties that

are marked as read/write for this workflow step. Process Designer does the same

when you define the step parameter for the step.

Chapter 4. Inner workings of IBM Case Manager 117

For more information about the shadow fields and in-basket synchronization in

IBM Case Manager 5.2, see 12.3, “Shadow fields and queue updates” on

page 462.

4.4.3 Workflow attachments

From the Step Editor of IBM Case Manager Builder, you define the attachments

for a workflow and assign them to a step as the step parameters. If a task has a

filing precondition, one of the attachments is selected as the initiating attachment

for the workflow. The initiating attachment is added as a read/write parameter for

the start step of a workflow. If you do not want to update the attachment, you can

add it as read-only parameter.

When IBM Case Manager starts the workflow by using the Content Platform

Engine event handler, Content Platform Engine assigns the filing document to

the attachment parameter for a task.

4.4.4 Starting task workflows

The method IBM Case Manager uses to run a workflow that is associated with a

task depends on a launch mode of the task. The following alternatives are

available:

򐂰 Auto launch

This mode is for a task that starts automatically. The Content Platform Engine

event handler is responsible for creating and starting a task when it creates a

case instance. Content Platform Engine starts the task if it has no

precondition or the precondition is satisfied. If the launch fails, IBM Case

Manager sets the task properties State to FAILED and Last Failure Reason to

“CmAcmError Launch Failed”.

򐂰 Manual launch

This mode is for tasks that start manually. The tasks must be in the READY

state before users can start the task. If starting the workflow fails, the same

task properties are set as described for Auto launch.

򐂰 User

This mode is for a discretionary task. When users click Add Task in IBM Case

Manager Client, IBM Case Manager Client presents the users with the Add

Task window so that they can edit the workflow data fields. The Add Task

window displays only the workflow data fields that are part of the step

parameters of the launch step for the corresponding task workflow.

118 Advanced Case Management with IBM Case Manager

For a workflow that is associated with a discretionary task, you can edit the

launch step from the Step Editor of Case Manager Builder or by using the

Process Designer.

For more information about launch mode, see 4.1.9, “Task type” on page 91.

4.4.5 Workflow processing and task state

Content Platform Engine updates the state of a task that is associated with a

workflow during workflow processing to one of the following task states:

򐂰 FAILED

If an exception occurs, the state of the task is set to FAILED. When the error is

rectified, the exception is cleared and the state is reset back to WORKING.

If a user stops the workflow abnormally, the state is set to FAILED and the

task property Disabled State is set to DISABLED_ABORTED. A workflow can

be stopped abnormally if the user deletes all of the work items for a workflow.

For more information about gracefully stopping and restarting tasks by using

the IBM Case Manager API, see “Stopping and Restarting Tasks” on page 98.

򐂰 COMPLETED

If a workflow is completed normally, the state of the task is set to

COMPLETED.

򐂰 WORKING

This is the initial state of a task when a workflow is started. A workflow is in

progress when a task is in WORKING state.

4.5 Object model for IBM Content Manager integration

The goal of the integration with IBM Content Manager is to enable IBM Case

Manager to store and use documents in IBM Content Manager. This integration

allows IBM Content Manager to be the document repository for all the documents

that are attached to cases and tasks.

You can interact with IBM Content Manager documents that are attached to

cases and tasks in the same way as you do with documents that are stored in

IBM FileNet P8. You can attach the IBM Content Manager documents, update

them, and delete them from the case. In addition, document events can trigger

tasks.

Chapter 4. Inner workings of IBM Case Manager 119

The integration depends on the tight linking of documents in IBM Content

Manager and folders in IBM Case Manager. This integration is done by using

proxy objects in each of the respective repositories.

Each document in IBM Content Manager that is attached to a case is

represented by a proxy document in IBM FileNet P8. This proxy document is then

filed in the case folder.

Each case folder in IBM FileNet P8 is represented as a proxy folder in IBM

Content Manager. These objects are monitored by the IBM Content Manager

adapter and the IBM Case Manager event handlers. When events occur on these

objects, they are mapped with the appropriate action.

Figure 4-26 shows the object model that is used for the IBM Content Manager

integration.

CM8 in the figure stands for IBM Content Manager. ICM in the figure

stands for IBM Case Manager.

Figure 4-26 Object model for IBM Content Manager integration

Restriction: A solution can use IBM FileNet P8 or IBM Content Manager as

document repository, but not both.

120 Advanced Case Management with IBM Case Manager

Event subscriptions are supported as with the IBM FileNet P8 repository. For

example, you can configure a solution so a new case is created when a case

worker creates a document in an IBM Content Manager item type. Adapters are

used to monitor the events and ensure that the appropriate actions are carried

out.

The associations of event subscriptions and IBM Content Manager item types

are configured when you set up the integration.

For each document that is associated with a case in IBM Content Manager, there

is a proxy document in IBM Case Manager (IBM FileNet P8), of class

CmAcmCM8ProxyDocument. This proxy object holds no user properties.

For more information about the object class, see the IBM Case Manager 5.2

Information Center and select Developing case management applications →

Content Platform Engine add-on extensions for Case Manager Builder →

IBM Case Manager target object store extensions → Custom subclasses

and properties of the Document class → Proxy Document Class.

For each case folder in IBM Case Manager (IBM FileNet P8), there is a proxy

object in IBM Content Manager. This proxy object does not include any user

properties. Instead, it contains the following properties that identify the case

folder in IBM Case Manager:

򐂰 Case ID

򐂰 Case folder GUID

򐂰 Initiating document ID

򐂰 Object store symbolic name

򐂰 Solution name

򐂰 Case type

򐂰 Case folder name

The information about the integration connection with IBM Content Manager is

held in a special custom object of the IBM Content Manager Integration Data

class, CmAcmCM8IntegrationData. The information is managed by IBM Case

Manager administration client.

For more information about the class, see the IBM Case Manager Information

Center and select Developing case management applications → Content

Platform Engine add-on extensions for Case Manager Builder → IBM Case

Manager target object store extensions → Custom Object subclass.

Restriction: With IBM Content Manager integration, the case folder does not

support the use of subfolders. All documents are held in one level.

Chapter 4. Inner workings of IBM Case Manager 121

For more information about IBM Content Manager Integration, see Chapter 15,

“Integration with IBM Content Manager” of the previous version of this IBM

Redbooks publication. The previous version of the book can be found as part of

the downloadable material that is associated with this book. For more

information, see Appendix A, “Additional material” on page 563.

122 Advanced Case Management with IBM Case Manager

Part 2 Solution

development

This part guides you as you get started with IBM Case Manager solution

development. It describes designing a solution, building a simple solution, and

deploying a solution.

This part includes the following chapters:

򐂰 Chapter 5, “IBM Case Manager tools” on page 125

򐂰 Chapter 6, “Designing case management solutions” on page 179

򐂰 Chapter 7, “Building a simple solution: Part 1” on page 211

򐂰 Chapter 8, “Building a simple solution: Part 2” on page 267

򐂰 Chapter 9, “Migrating and deploying solutions” on page 313

Part 2

124 Advanced Case Management with IBM Case Manager

Chapter 5. IBM Case Manager tools

IBM Case Manager provides a rich set of tools for administration, configuration,

and solution development. The tools are designed to help administrator and

business analysts to set up IBM Case Manager application and get started with

basic configuration and solution development.

This chapter describes these tools and includes the following sections:

򐂰 IBM Case Manager tools overview

򐂰 IBM Case Manager configuration tool

򐂰 IBM Case Manager administration client

򐂰 IBM Case Manager Builder

Tip: We recommend using this chapter as a reference of how to use the tools.

If you want to quickly get started with solution design and building, you can

jump to the following chapters:

򐂰 For more information about getting started with designing a Case Manager

solution, see Chapter 6, “Designing case management solutions” on

page 179

򐂰 For more information about getting started with building a simple Case

Manage solution, see Chapter 7, “Building a simple solution: Part 1” on

page 211 and Chapter 8, “Building a simple solution: Part 2” on page 267.

򐂰 For more information about deployment, see Chapter 9, “Migrating and

deploying solutions” on page 313.

126 Advanced Case Management with IBM Case Manager

5.1 IBM Case Manager tools overview

The IBM Case Manager tools are simple to use and help user to quickly build the

case management solutions. The following main tools are available in IBM Case

Manager:

򐂰 IBM Case Manager configuration tool

You can create an environment profile by using this tool. You can define the

connection to the application server, Content Platform Engine repository, and

IBM Content Navigator to configure the system. This tool also is used for the

initial configuration of the system. You can run the tasks to deploy IBM Case

Manager solutions.

򐂰 IBM Case Manager administration client

You can import a solution template and create a solution from the template by

using IBM Case Manager administration client. The administration client is a

tool that is available as a plug-in with IBM Content Navigator. It serves as a

user interface for performing administration tasks. The administration client

simplifies the administration tasks, such as importing a solution template,

creating a solution from a template, copying a solution, configuring a solution,

auditing a solution, configuring security, and much more.

򐂰 IBM Case Manager Builder

You can create and update the solution in IBM Case Manager Builder.

IBM Case Manager Builder is used to create and edit Case Manager

solutions. After editing is complete, you can deploy and test the solution in

Case Manager Builder. Starting with V5.2, multiple users can create different

components, such as customized pages, workflow designing, metadata

creation, and view designing simultaneously, in a solution that facilitates faster

solution development.

In the remaining sections of the chapter, we describe each tool.

5.2 IBM Case Manager configuration tool

The IBM Case Manager configuration tool is focused on the initial configuration

of a system. IBM Case Manager configuration tool is used to create the

development and production environment profiles to set up the IBM Case

Manager application. The tool also provides other functions, such as solution

import and export, create solution from template and copy solution, but you are

encouraged to use IBM Case Manager administration client for these tasks as

described in 5.3, “IBM Case Manager administration client” on page 133.

Chapter 5. IBM Case Manager tools 127

5.2.1 Starting the IBM Case Manager configuration tool

To start the IBM Case Manager configuration tool, go to <Case Manager Install

Directory>/configure, and run the configmgr command.

To run the command-line interface (CLI) for the configuration tool, run the

configmgr_cl command from the <Case Manager Install

Directory>/configure directory.

5.2.2 Creating a profile

Complete the following steps to create a development environment or production

environment profile:

1. Open File → Create Profile to create a profile, as shown in Figure 5-1.

Figure 5-1 Creating a profile

2. Enter a profile name to create a profile and click Next. Select the option to

create a development or production environment profile, as shown in

Figure 5-2 on page 128.

128 Advanced Case Management with IBM Case Manager

Figure 5-2 Defining the profile details

3. Specify the Application server, Content Navigator server, and Content

Platform Engine server details and click Next.

4. Select the tasks for the profile to configure Case Manager Builder, Case

Manager Client, and other optional components. The IBM Case Manager

configuration tool tasks configure the environment and deploy the

applications. The list of tasks that are available for a profile are shown in

Figure 5-3 on page 129.

Chapter 5. IBM Case Manager tools 129

Figure 5-3 Selecting tasks for the profile

For more information about configuring the environment, see the IBM Case

Manager Information Center and select Installing and configuring IBM Case

Manager → Installing and configuring on a stand-alone server →

Configuring IBM Case Manager.

5.2.3 Running the profile tasks

After the development profile is created, you can run the tasks that were selected

while you were creating the environment profile. The profile is opened in the IBM

Case Manager configuration tool to run the tasks, as shown in the Figure 5-4 on

page 130.

130 Advanced Case Management with IBM Case Manager

Figure 5-4 Running the tasks

The following tasks are available in a profile:

򐂰 Update the Content Platform Engine Client Connector Files

This task replaces the Content Platform Engine Client files. The task is not

needed if Content Platform Engine Client installer is running. After you run

this task, the configuration tool must be restarted.

򐂰 Configure the Login Modules

This task configures the login modules that are used by IBM Case Manager to

connect to the Content Platform Engine server. Configuring Login Modules is

not necessary if you are deploying to the same WebSphere profile as Content

Platform Engine server.

򐂰 Configure LDAP

This task configures the directory service authentication settings for IBM

Case Manager. This is a required task and the user can test the LDAP server

connection by using the Test LDAP Connection option.

򐂰 Import the LTPA Key

This task configures the Lightweight Third-Party Authentication (LTPA) for the

IBM Case Manager applications. IBM Case Manager uses WebSphere

Application Server LTPA tokens to provide single sign-on support.

򐂰 Configure the Case Management Object Stores

This task installs the case management design and target object store

addons and updates code modules, event handlers, subscriptions, page

templates, case operations code module, and case operations configuration

file.

Chapter 5. IBM Case Manager tools 131

򐂰 Define the Default Project Area

This task defines the default project area and creates the connection

definition that is associated with that project area.

򐂰 Create Case Manager Applications

This task creates the Case Manager API WAR file, Case Manager Help

System WAR file, Case Manager Builder EAR file, and Case Forms WAR file.

This task also configures WorkplaceXT for a development profile.

For more information about configuring the Workplace XT, see the IBM Case

Manager Information Center and select Installing and configuring IBM

Case Manager → Installing and configuring in a cluster deployment or

network deployment → Configuring IBM Case Manager → Configuring

the development environment for cluster or network deployment →

Running the development environment configuration tasks →

Configuring Workplace XT for a development environment.

򐂰 Deploy the Case Manager API

This required task deploys the IBM Case Manager application to the

application server. You can update different parameters and save the

changes. Run the task to apply the settings.

򐂰 Register the IBM Case Manager Services plug-in

This task registers the IBM Case Manager services plug-in with IBM Content

Navigator. The Case Manager model API is in this plug-in, which is used by

Case Manager Client and can be used by any user-created Content

Navigator plug-ins.

򐂰 Deploy Workplace XT

This task deploys the Workplace XT EAR to the IBM Case Manager server.

Workplace XT EAR must be packaged before this task is run, either manually

or by using the Create Case Manager Applications task. If Workplace XT is

installed on a different server or is in a different profile, skip this task and

manually deploy the application.

򐂰 Deploy Case Manager Builder

This task deploys the Case Manager Builder EAR to the application server.

You must run Create Case Manager Applications task first to make the Case

Manager Builder WAR file. You also must run Deploy Case Manager API task

for Case Manager Builder to work.

132 Advanced Case Management with IBM Case Manager

򐂰 Deploy the Case Manager Help System

This task deploys the Case Manager help system WAR file to the application

server. Deploying the help system WAR file makes the IBM Case Manager

helps system available for you in Case Manager Builder and Case Manager

Client. You must run Create the Case Manager Applications task to create the

help system WAR file.

򐂰 Deploy and Register Widgets Package

This task registers the widgets package to the application server. The default

widgets package for Case Manager Client is selected by default; however, this

task also can be used for registering custom widgets packages. If there is an

EAR inside the widgets package, this task deploys the EAR.

򐂰 Deploy the Forms Application

This task is used to deploy the case Forms like eForms and IBM Forms. You

must run Create Case Manager Applications task first to create the Case

Forms WAR file. If you are configuring IBM Forms, you must restart the

application server before you can use IBM Forms with Case Manager.

򐂰 Register the IBM Case Manager administration client plug-in

This task registers the IBM Case Manager administration client plug-in. This

task is required for the IBM Case Manager administration client feature to be

available for use by a desktop on IBM Content Navigator.

򐂰 Register Project Area

This task registers the project area with the IBM Content Navigator server.

You must run Configure the Case Management Object Stores, Deploy and

administration client plug-in tasks before this task is run. This task creates the

default IBM Case Manager desktop and the IBM Case Manager

administration client desktop.

򐂰 Configure Business Rules

(Optional) This task enables and configures business rules for IBM Case

Manager. You run the Register Project Area task before this task is run. Rules

are deployed to the specified rules repository directory.

򐂰 Register the External Data Service

This task registers an external data service for use with a solution, saving the

association in the connection definition of the project area for the solution.

This task is optional and is disabled by default.

You must restart the application server after running all of the tasks.

Chapter 5. IBM Case Manager tools 133

5.3 IBM Case Manager administration client

IBM Case Manager administration client is a web-based tool that can be used for

performing administrative tasks in IBM Case Manager. It is available as a plug-in

on IBM Content Navigator desktop that was created by default during the IBM

Case Manager configuration process.

If the IBM Case Manager administration client is not available by default, you can

open the default desktop for Case Manager Client and add the IBM Case

Manager administration client feature under appearance tab. This enables IBM

Case Manager administration client plug-in on the Case Manager Client desktop.

This section describes the following features that are provided by IBM Case

Manager administration client:

򐂰 Copying a solution

򐂰 Creating solution templates

򐂰 Using solution templates

򐂰 Exporting and importing a solution

򐂰 Exporting business rules

򐂰 Configure locks

򐂰 Enabling case history store

򐂰 Widget packages

򐂰 Configuring an audit

򐂰 Configuring security

򐂰 Manage project areas

򐂰 Extra options for an administrator in administration client

5.3.1 Copying a solution

In a development environment, a solution copy is useful. As a solution is

developed, you might want to test a few ideas before you incorporate the

changes into the primary solution. You can use a copy to create a sandbox

solution for isolated development and testing without affecting the primary

solution. When you are satisfied with changes, you can add the changes to the

primary solution.

There are two methods to copy a solution: By using Case Manager Builder and

by using IBM Case Manager administration client. More options are available

when you use the IBM Case Manager administration client to perform a solution

copy.

134 Advanced Case Management with IBM Case Manager

Copying a solution by using administration client

To use administration client to copy a solution, complete the following steps.

(these steps often are done by an IBM Case Manager administrator):

1. Log in to the following IBM Case Manager administration client:

http://<server>:<port>/navigator/?desktop=icmadmin

2. Open the design object store in the left panel. Right-click the solution name

folder to copy the solution, as shown in Figure 5-5.

Figure 5-5 Copy a Solution option in administration client

Chapter 5. IBM Case Manager tools 135

3. Alternatively, view all the solutions in the right panel and then right-click the

solution name to copy the solution, as shown in Figure 5-6.

Figure 5-6 Copying a solution in administration client

136 Advanced Case Management with IBM Case Manager

4. Specify a name and prefix for the new solution and leave the other options as

default. Click Next, as shown in Figure 5-7.

Figure 5-7 Copy a Solution: Specifying new solution details.

Chapter 5. IBM Case Manager tools 137

5. Review the details and click Finish, as shown in Figure 5-8.

Figure 5-8 Copy a Solution: Reviewing new solution details

138 Advanced Case Management with IBM Case Manager

If successful, the solution is available in Case Manager Builder for you to edit, as

shown in Figure 5-9.

Figure 5-9 Copied solution available in Case Manager Builder

Copying a solution by using Case Manager Builder

An alternative to using administration client to copy a solution is to use the Case

Manager Builder. Complete the following steps to copy a solution in Case

Manager Builder:

1. Log in to the Case Manager Builder at:

http://<server>:<port>/CaseBuilder

2. Select the solution that you want to copy to activate solution actions, as seen

in Figure 5-10 on page 139.

Chapter 5. IBM Case Manager tools 139

Figure 5-10 Copy solution in Case Manager Builder

3. Enter the name and solution prefix, as shown in Figure 5-11.

Figure 5-11 Copy a solution window

140 Advanced Case Management with IBM Case Manager

In this example, the name is Customer Complaints Duplicate, and the

solution prefix is CCD.

4. Verify that Validate this solution before copying is selected to ensure that

the new solution begins in a validated state and then click OK.

The solution is then copied and is available for editing within Case Manager

Builder, as shown in Figure 5-12.

Figure 5-12 Copied solution

Restriction: You cannot copy a solution that has files that are checked out

in the solution package if you select the Validate this solution before

copying option.

Requirement: The solution prefix must be unique. A unique prefix ensures

that the artifacts that are created in each solution are created as unique

objects when they are deployed. Although this is not enforced when you

create or copy solutions, you receive an error when you deploy a solution

with a duplicate prefix.

Chapter 5. IBM Case Manager tools 141

5.3.2 Creating solution templates

A solution template is a collection of assets that are created by Case Manager

Builder that can be used as the basis of a new solution. These assets include the

properties, document types, roles, pages, tasks, and workflows for a solution.

This section describes how to convert a solution into a solution template.

Creating a solution template is useful for standardizing default assets within a

solution, or for creating an industry template that is to be deployed to external

entities.

To promote a solution to a solution template, complete the following steps:

1. Log in to IBM Case Manager administration client at:

http://<server>:<port>/navigator/?desktop=icmadmin

2. Right-click the solution and select the Convert to Solution Template option,

as shown in Figure 5-13.

Figure 5-13 Selecting Convert to Solution Template

3. Review the solution details that are provided in the first window of the wizard,

click Finish, as shown in Figure 5-14 on page 142.

142 Advanced Case Management with IBM Case Manager

Figure 5-14 Convert a Solution to a Template: Review the solution properties

Test your solution template after it is created and address any issues before you

pass it to others to use. If the template creates identifiers, perform a run through

of a new solution that is based on the template to verify that nothing was broken.

The following extra options are available when you create a solution template:

򐂰 Create unique identifiers when a solution is created from the template.

If your solution does not have any dependencies on any identifiers, select this

option.

An example of the use of this option is if a solution was developed entirely in

Case Manager Builder or Process Designer. With such a solution, no external

assets rely on any symbolic names. This is the default option.

򐂰 Use existing unique identifiers when a solution is created from the template.

If your solution has dependencies on any identifiers and requires that those

identifiers do not change names, select this option.

An example for the use of this option is if your solution contains extra assets

that rely on objects in the solution. These extra assets can be an IBM Form,

stored search, or custom application that interfaces with solution data. A

company-wide form might reference CC_Address from the sample solution. If

so, a basic template provides the Address property to all new solutions so that

the form does not require modification. The form continues to map to

CC_Address and all new solutions that are based on the template contain

CC_Address for the form.

Chapter 5. IBM Case Manager tools 143

5.3.3 Using solution templates

To create a solution from a solution template, you can use IBM Case Manager

administration client and Case Manager Builder.

Using a template in IBM Case Manager administration client

To create a solution by using a solution template in IBM Case Manager

administration client, complete the following steps:

1. Log in to IBM Case Manager administration client at:

http://<server>:<port>/navigator/?desktop=icmadmin

2. Right-click the template name in the Solution Templates folder and select

Create Solution, as shown in Figure 5-15.

Figure 5-15 Selecting Create Solution

3. Specify a name and prefix for the new solution and the project area. Leave the

other options as default and click Finish.

For the example, enter Customer Complaints Newer1 as the name of the new

solution and CCN1 as the prefix, as shown in Figure 5-16 on page 144.

If you have more than one project area, you can select another project area.

For the example, use the default project area of

dev_env_connection_definition.

144 Advanced Case Management with IBM Case Manager

Figure 5-16 Create a Solution from a Template: Specifying new solution details

Upon completion, your are informed whether the action is successful. If so, you

can see your new solution in Case Manager Builder.

Using a template in Case Manager Builder

To create a solution by using a solution template in Case Manager Builder,

complete the following steps:

1. Log in to Case Manager Builder at:

http://<server>:<port>/CaseBuilder

Chapter 5. IBM Case Manager tools 145

2. Select the template that you want from the list and click Add Solution, as

shown in Figure 5-17.

Figure 5-17 Selecting a template to create a solution in Case Manager Builder

3. Complete the solution name and prefix for the new solution and click OK.

In the example, Customer Complaints Newer is the solution name and CCN is

the solution prefix, as shown in Figure 5-18.

Figure 5-18 Specifying new solution details

4. The solution is created and you are automatically taken to the edit window of

the new solution.

146 Advanced Case Management with IBM Case Manager

5.3.4 Exporting and importing a solution

A solution also can be exported and imported in IBM Case Manager

administration client. Users can export the solution and move it to the different

environments. Complete the following steps to export a solution:

1. Right-click a solution in IBM Case Manager administration client and select

Export → Solution, as shown in Figure 5-19.

Figure 5-19 Export a solution

2. In the wizard, enter the solution package file name and click Finish.

For example, enter Customer_Complaints_solution.zip as the name of the

solution package, as shown in Figure 5-20 on page 147.

Chapter 5. IBM Case Manager tools 147

Figure 5-20 Export solution: Specify solution package name

By using the IBM Case Manager administration tool, you can import a solution

package. To import a solution package, complete the following steps:

1. Click Import and select the Import Solution option to import a solution in

IBM Case Manager administration client, as shown in Figure 5-21.

Figure 5-21 Importing a solution

2. In the wizard, select the solution package .zip file name by using the Browse

option and click Next, as shown in Figure 5-22 on page 148.

148 Advanced Case Management with IBM Case Manager

Figure 5-22 Import a solution: Selecting a solution package

3. Review the solution package details before you import the package and then

click Next, as shown in Figure 5-23.

Figure 5-23 Import a solution: Reviewing solution package details

Chapter 5. IBM Case Manager tools 149

4. In this step, users can map IBM Case Manager users and groups for the

solution. Click Finish, as shown in Figure 5-24.

Figure 5-24 Import a solution: Mapping users and groups

5. The solution is successfully imported into the environment and a success

message is shown, as shown in Figure 5-25.

Figure 5-25 Import a solution: Solution successfully imported

150 Advanced Case Management with IBM Case Manager

5.3.5 Exporting business rules

In IBM Case Manager 5.2, users can export the business rules that were created

in a solution by using IBM Case Manager administration client.

Export creates a download package for the solution's rule configuration. To

export a solution rule configuration, complete the following steps:

1. Right-click a solution in IBM Case Manager administration client and select

Export → Business Rules, as shown in Figure 5-26.

Figure 5-26 Exporting business rules of a solution

2. In the wizard, enter the rule package name and click Finish.

For the example, enter Customer_Complaints_rules.zip as the name of the

solution rules package, as shown in Figure 5-27 on page 151.

Remember: Administration-related wizards from past releases are still

available in the IBM Case Manager configuration tool, but the focus of

administration is now available in the IBM Case Manager administration client.

Users are encouraged to use the administration client instead of the

configuration tool.

Chapter 5. IBM Case Manager tools 151

Figure 5-27 Export business rules: Specifying rule package details

On successful completion, the rules package is saved on the local file system.

For more information about creating rules and configuration, see Chapter 13,

“Business rules” on page 507.

5.3.6 Configure locks

IBM Case Manager administrator can configure the locks setting for the

multi-user editing environment by using IBM Case Manager administration client.

Administrator can unlock solution artifacts that are preventing the development or

deployment of a solution. Multiple locks can be released in one request.

Complete the following steps to unlock a solution:

1. Open the solutions in IBM Case Manager administration client. Right-click the

solution name and select Configure → Locks, as shown in Figure 5-28 on

page 152.

152 Advanced Case Management with IBM Case Manager

Figure 5-28 Selecting Configure Locks

2. The wizard shows the locked solution artifacts. Select a solution artifact and

click Unlock, as shown in Figure 5-29.

In this example, Customer Information view is locked by the user p8admin.

Figure 5-29 Configure Locks: Selecting solution artifact to unlock

Chapter 5. IBM Case Manager tools 153

5.3.7 Enabling case history store

In IBM Case Manager administration client, administrators can enable a case

history store for a target object store. To use the Timeline Visualizer widget to

view custom properties in the case history over time, users must enable case

history store.

To enable case history store, select the Enable case history store option in the

target object store, as shown in Figure 5-30.

Figure 5-30 Enabling case history store

5.3.8 Widget packages

Custom widget packages can be registered by using IBM Case Manager

administration client. By default, IBM Case Manager Widget package is

registered.

You can register more widget packages in IBM Case Manager administration

client. In the design object store, select Widget Packages → Register Custom

Widgets, as shown in Figure 5-31 on page 154.

154 Advanced Case Management with IBM Case Manager

Figure 5-31 Widget packages

Registering custom widgets

IBM Case Manager administration client supports registering and removing of

custom widget packages.

You can upload custom widget packages to IBM Case Manager. Register the

widgets to make them available for design and run time. If a custom widgets

package contains an EAR file, the EAR must be manually deployed.

5.3.9 Configuring an audit

Users can create and modify an audit configuration for a solution by using IBM

Case Manager administration client. To apply an audit configuration to a solution,

complete the following steps:

1. Log in to IBM Case Manager administration client at:

http://<server>:<port>/navigator/?desktop=icmadmin

2. Right-click the solution and select Configure → Auditing, as shown in

Figure 5-32 on page 155.

Tip: The custom widgets package also can be registered using the IBM Case

Manager configuration tool, which deploys the EAR file.

Chapter 5. IBM Case Manager tools 155

Figure 5-32 Selecting Configure Auditing

3. In the wizard, select Create an audit configuration and click Next, as shown

in Figure 5-33.

Figure 5-33 Configure auditing: Creating an audit configuration

156 Advanced Case Management with IBM Case Manager

4. Enter the audit manifest name and click Next. In this example, the audit

manifest name is Audit_configuration, as shown in Figure 5-34.

Figure 5-34 Configure auditing: Specifying audit manifest details

Chapter 5. IBM Case Manager tools 157

5. Select the properties to audit. Click Add to select the solution properties for

auditing, as shown in Figure 5-35.

Figure 5-35 Configure auditing: Select the properties to audit

158 Advanced Case Management with IBM Case Manager

6. Review the selected properties and click Save.

In this example, select the Customer Name and Complaint Category

properties and click Next, as shown in the Figure 5-36.

Figure 5-36 Configure auditing: Selected properties to audit

7. Select Apply audit configuration and then click Apply to apply the audit

configuration to the solution immediately, as shown in Figure 5-37.

Figure 5-37 Configuring auditing: Applying the audit configuration

5.3.10 Configuring security

Security configuration for a solution is defined in IBM Case Manager

administration client. Administrators can perform the following steps to define the

security for a solution:

1. Open the solution in IBM Case Manager administration client and right-click

the solution to configure the security. Click Configure → Security, as shown

in Figure 5-38 on page 159.

Chapter 5. IBM Case Manager tools 159

Figure 5-38 Solution Security Configuration

2. Select Create a security configuration to assign the permissions to different

objects and roles of a solution and click Next, as shown in Figure 5-39.

Figure 5-39 Security Configuration: Create a security configuration

3. Enter a security manifest name and click Next.

In this example, enter security_configuration as the security manifest

name, as shown in Figure 5-40 on page 160.

160 Advanced Case Management with IBM Case Manager

Figure 5-40 Security Configuration: Specifying the security configuration details

4. The wizard shows all of the roles of a solution and different permission

options for each role. Select the permissions for different roles and click Next,

as shown in Figure 5-41.

In this example, select Create Case permission for the role Contact Center to

allow the role to create cases and the View Case permission for the role

Manager to allow the role to view case details in IBM Case Manager.

Figure 5-41 Security Configuration: Specifying role permissions

Chapter 5. IBM Case Manager tools 161

5. Select the user and specify privileges for the user to define them as an

administrator and click Next.

In this example, select user P8Admin and assign the administrator privileges,

as shown in Figure 5-42.

Figure 5-42 Security Configuration: Assigning user privileges

6. Select the user and associate with different roles, as shown in Figure 5-43 on

page 162. In this example, user P8Admin is associated with role Specialist.

162 Advanced Case Management with IBM Case Manager

Figure 5-43 Security Configuration: Associate users with roles

7. Select the option to apply the security configuration. Click Save to save the

configuration and then click Apply to apply the security configuration to the

deployed solution immediately, as shown in Figure 5-44.

Figure 5-44 Security Configuration: Applying the security configuration to the solution

Chapter 5. IBM Case Manager tools 163

5.3.11 Manage project areas

Project areas are used only in development environments. A single design object

store can hold multiple project areas and each object store maps to one

development environment. Project areas are created and managed by IT

administrators. An IT administrator often creates and configures a project area by

using IBM Case Manager administration client.

In IBM Case Manager administration client, the design object store contains a

default folder to define project areas. An administrator can right-click the project

area folder to define a new project area. To view the project area details,

right-click an existing project area and select View and Edit, as shown in

Figure 5-45.

Figure 5-45 Project Areas: View and Edit option

In this example, project area dev_env_connection_definition is defined as the

default project area, as shown in Figure 5-46 on page 164.

164 Advanced Case Management with IBM Case Manager

Figure 5-46 Viewing project area details

After the project area is created, the administrator can register the project area,

as shown in Figure 5-47.

Figure 5-47 Registering the project area

Chapter 5. IBM Case Manager tools 165

5.3.12 Extra options for an administrator in administration client

An IBM Case Manager administrator has an extra set of options that are not

available through Case Manager Builder. The first set of options concerns

properties. The example solution has a property that is called Address that is

used in the following examples:

򐂰 Create properties when the new solution is deployed.

Properties are created for the new solution by using the prefix that is defined

for it. In the original example solution, the symbolic name of this property is

CC_Address. In the new solution, with this option selected, the CC_Address

property is copied into the new solution with the symbolic name of

CCID_Address. The new property is controlled by the new solution, which can

modify the property as needed.

򐂰 Use existing properties when the new solution is deployed.

Properties that are defined in the original solution continue to be used in the

new solution. Properties that are defined in the original solution do not have

their prefix changed to match the prefix that is defined for the new solution. In

the original solution, the symbolic name of this property is CC_Address. With

this option selected, the property maintains the symbolic name CC_Address.

The property is not controlled by the new solution; only the original solution

can modify the property.

The second set of options concern document types. The example solution has a

document type that is called Customer Correspondence that is used in the

following examples:

򐂰 Use new document types when the new solution is deployed.

Document types that are defined in the original solution have their prefix

changed to match the prefix that is defined for the new solution. In the original

solution, the symbolic name of this document type is

CC_CustomerCorrespondence. With this option selected, the document type

takes on the symbolic name CCID_CustomerCorrespondence. The document

type is then controlled by the new solution, which can modify the document

type as needed.

Remember: If you use existing properties, you must track solution

migration and deployments. A copied solution that reuses properties must

be deployed after the original solution.

166 Advanced Case Management with IBM Case Manager

򐂰 Use existing document types when the new solution is deployed.

Document types that are defined in the original solution do not have their

prefix changed to match the prefix that is defined for the new solution. In the

original solution, the symbolic name of this document type is

CC_CustomerCorrespondence. With this option selected, the document type

maintains the symbolic name CC_CustomerCorrespondence. The document

type is not controlled by the new solution. Only the original solution can

modify the document type.

The last option concerns assets in a solution folder.

򐂰 Copy other document or folder assets.

This option is useful if you decide to store any solution assets that are not

defined in Case Manager Builder or Process Designer in the solution folder.

This option duplicates those objects from the original solution folder to the

new solution folder. The restriction is that only base folder and documents are

copied.

5.4 IBM Case Manager Builder

IBM Case Manager Builder is a web application tool that is designed to create

and deploy solutions.

For more information about how to create a solution in IBM Case Manager

Builder, see the following resources:

򐂰 Chapter 6, “Designing case management solutions” on page 179

򐂰 Chapter 8, “Building a simple solution: Part 2” on page 267

Starting from IBM Case Manager V5.2, Case Manager Builder supports multiple

users editing a solution. Multiple developers can build different parts of a solution

at the same time. Designing in multiple user mode speeds up the solution design

process and enables solution developers to make effective use of their

development team.

Remember: If you use existing document types, you must track solution

migration and deployments. A copied solution that reuses document types

must be deployed after the original solution.

Chapter 5. IBM Case Manager tools 167

5.4.1 Multiple user solution development in Case Manager Builder

Case Manager Builder supports multiple users editing a solution at the same

time. This allows multiple users to design different parts of the solution

concurrently.

When a user edits a solution element, such as a rule, that element is

automatically locked with the user’s ID. The lock protects the element from being

modified by a second user until all of the first user’s changes are complete. When

a user completes their modifications, they must commit their changes to release

the locks. The commit operation makes the changes part of the released solution

definition.

The save and close operation allows the user to save their work and exit their

editing session without losing their work. Changes are not included in the

released solution and the locks remain in place until the Commit operation occurs

(see Figure 5-48). This allows for deployment of the solution while portions of the

solution are edited.

Figure 5-48 Commit the changes to a solution

Administrators can remove locks by using the Case Administration tool

(http://<host name>:<port>/navigator/?desktop=icmadmin). Removing the

locks releases the solution element for editing and discards the associated

updates.

The commit operation promotes the edits to the solution, which results in new

versions of the solution objects and releases the locks. After the commit is

complete, the changed solution elements are included in the next deployment.

Note: Not only is it a good general security practice, developers should always

use different user accounts. If they share an account, unexpected results can

occur if the users do not coordinate resulting in changes being committed

before they are completed.

168 Advanced Case Management with IBM Case Manager

Solution assets that can be edited in parallel are in the following categories:

򐂰 A user can create and modify pages in the page designer.

򐂰 A user can create and modify rules in rule designer.

򐂰 A user can create and modify views in view designer.

򐂰 A user can create and modify task workflows in step designer.

򐂰 A user can create and modify the following solution definition assets:

– Properties and choice lists

– Document types

– Case types including case folders, case search, and case summary view

– Solution description and solution icon

򐂰 A user can create and modify the following workflow system configuration

assets:

–Roles

– In-baskets

5.4.2 Solution assets

Solution assets are associated with specific configuration files. An IBM Case

Manager solution contains the following assets:

򐂰 Solution Definition File (SDF): Contains solution objects, such as properties,

choice lists, document types, case types, and tasks.

򐂰 Process Engine Configuration File: Contains workflow system objects, such

as roles, in-baskets, and rosters.

򐂰 Solution Workflow Collection (Global) XPDL: Contains the reusable Content

Platform Engine workflow definitions. Existing Content Platform Engine

workflows can be selectively imported into the collection.

򐂰 Case type XPDLs: Case type XPDL contains workflow definition for each

case type.

򐂰 Pages folder contains one file for each page that is defined in a solution.

򐂰 Rules folder contains one file for each rule that is defined in a case type.

򐂰 Views folder contains one file for each view definition that is created in a case

type.

In addition to these assets, the following assets are added to support multiple

user editing:

򐂰 Solution locks object: Contains the lock information for a solution.

Chapter 5. IBM Case Manager tools 169

򐂰 Case type XPDL draft object: Each case type XPDL has a draft object to

maintain its draft content. This object is name as <case type symbolic

name>_Draft.

򐂰 Global XPDL draft object: Global XPDL has a separate draft object to

maintain its draft content. It is named as Solution Workflow

Collection_Draft.

All the assets of a solution are shown in Figure 5-49.

Figure 5-49 Solution assets

5.4.3 Solution lock and draft object

The solution lock and draft object are introduced in IBM Case Manager 5.2 to

support multiple user editing in the Case Manager Builder. The solution lock

object is created when a user is editing a solution artifact. The solution draft

object stores the assets information before the solution is committed.

Solution locks

When a user edits, adds, or deletes an asset in the Case Manager Builder, the

respective asset file is locked for the user and a solution lock object is created for

the solution. A solution lock object stores the lock information of all the assets in

a solution. Solution locks object files are created under the solution folder and is

a subclass of the Solution Lock Control custom object.

After an asset is locked by the user, other users who edit the solution can see the

associated assets in read-only mode. The solution locks are stored in an XML

format inside solution locks object. Each lock contains the following attributes:

򐂰 type: Represents the object type, such as SDF, page, rule, view, and task.

򐂰 resource: Contains the name of the asset that is locked.

򐂰 displayName: Contains the display name of the asset.

170 Advanced Case Management with IBM Case Manager

򐂰 lockedby: Contains the name of the user who locked the asset.

򐂰 caseType: Includes the case type name to which the asset belongs. It is

applicable only for view, rule, and task object.

The structure of a solution lock object is shown in Example 5-1.

Example 5-1 Solution lock object structure

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>

<lock>

<displayName>Solution Definition File</displayName>

</lock>

<lock>

<resource>peconfig</resource>

<displayName>PE Configuration File</displayName>

</lock>

<lock>

<resource>CmAcmCASE_PAGE</resource>

<resourceId>CmAcmCASE_PAGE</resourceId>

<displayName>Case Details Form</displayName>

<lockedby>paula</lockedby>

</lock>

<lock>

<resource>SRIXX_Task11</resource>

<caseType>SRIXX_CaseType11</caseType>

<lockedby>paula</lockedby>

</lock>

</lockArrayList>

Chapter 5. IBM Case Manager tools 171

Locking the SDF

The SDF is locked when any of the solution objects that are stored in it are

locked, such as properties, choice lists, document types, case types, and tasks.

When a user adds, modifies, or deletes any of the SDF object, the SDF is locked

for that user. For example, when a user is editing properties in Case Manager

Builder, SDF is locked and other users can see the lock icon for all of the SDF

objects, as shown in Figure 5-50.

Figure 5-50 Properties that are locked by another user

Locking the Process Engine Configuration File

The Process Engine Configuration File contains details about roles and

in-baskets. When a user modifies any artifact that is stored in the Process Engine

Configuration File, the file is locked for that user and other users can view only

the configuration assets, such as roles and in-baskets.

Locking pages, views, and rules

Pages, views, and rules contain separate configuration files for each object.

When a user edits any of these objects, the respective assets are locked. Other

users can view only the basic asset information, such as name and description.

In the example that is shown in Figure 5-51 on page 172, a page Work is locked

by a user and it appears as locked to other users.

172 Advanced Case Management with IBM Case Manager

Figure 5-51 Page that is locked by another user

Page Work is shown to users in read-only mode. Users can view only the details

of the page, such as name and description, as shown Figure 5-52.

Figure 5-52 Read-only view of page that is locked by another user

Chapter 5. IBM Case Manager tools 173

An error message is shown to the user when the user clicks the page name to

edit the page content, which is locked by another user, as shown in Figure 5-53.

Figure 5-53 Error message that is shown on edit of a locked artifact

Locking tasks

Tasks are locked when the task workflow that is opened for editing is a step

designer or process designer. Other users can still open the locked task to view

the workflow in a read-only mode. A lock icon is shown to indicate that a task is

locked. Different users can simultaneously lock and edit different task workflows

under a case type.

Show locked objects

In IBM Case Manager Builder, users can click the Show Locked Items link from

anywhere inside the solution. Clicking this link shows the assets that are locked

by the logged in user and the assets that are locked by other users who are

editing the solution, as shown in Figure 5-54.

Figure 5-54 Show locked items link in Case Manager Builder

174 Advanced Case Management with IBM Case Manager

The locked item information window provides the details of the locked solution

artifacts, as shown in Figure 5-55.

Figure 5-55 Details of locked items

Draft objects

When user clicks the Save button in Case Manager Builder, it saves the changed

assets in their respective draft objects.

The following draft objects are available for different assets:

򐂰 The draft object for SDF, PE configuration, page, rule, and view asset is their

respective CPE reservation object.

򐂰 For each case type XPDL, there is a separate custom draft object. If the data

remains in the draft, it cannot be viewed by other users. Case type draft object

stores the draft workflows of the tasks in a case type.

򐂰 The draft object for Global XPDL is Solution Workflow Collection_Draft,

which stores the draft content of the reused business process workflows.

Chapter 5. IBM Case Manager tools 175

5.4.4 Case Manager Builder save options

To support multiple users editing in Case Manager Builder, the save options were

updated in Case Manager 5.2. Users can see the following Save, Save and

Close, and Close buttons in Case Manager Builder to save a solution:

򐂰 Save: This option saves the locked solution assets to draft or reservation

object for the logged in user. The user remains inside the solution and can

continue editing the solution.

򐂰 Save and Close: This option works similar to save model. The logged in user

moves out of the solution and returns to manage solutions page in Case

Manager Builder.

򐂰 Close: By using this option, the user can exit the solution and keep the items

in draft or reservation object. The user is prompted to save any unsaved

changes before returning to the manage solutions page in Case Manager

Builder.

5.4.5 Committing and deploying a solution

When the work to edit a solution is finished, users can commit the solution

changes and release the lock on all the modified assets. After the changes are

committed, the solution is ready for deployment and the user can deploy the

solution assets.

Committing a solution

When a user commits a solution, all locks that are owned by the user are

released. Assets that are locked by other users are not updated and remain

locked. When a user commits the changes, the draft changes are committed as

major versions into the respective configuration files. After they are committed,

the solution package files are available for deployment and for other users to edit

or view.

A solution change can be committed in IBM Case Manager Builder from the

manage solutions page. A commit link is provided for each solution to commit the

changes, as shown in Figure 5-56 on page 176.

176 Advanced Case Management with IBM Case Manager

Figure 5-56 Commit link for a solution

On commit, a confirmation window is shown to the user to provide the details of

the items that are locked, as shown in Figure 5-57.

Figure 5-57 Confirmation window that is shown to the user upon commit

Users can review the lock details and click Commit My Changes to commit the

solution changes.

Deploying a solution

If there are any uncommitted changes in the solution, a deployment confirmation

window is shown to the user when a user deploys a solution. The deployment

confirmation window shows the assets that are locked by the current user and

other users. Users can commit the changes before the deployment is performed.

Figure 5-58 on page 177 shows the deployment confirmation window.

Note: IBM Case Manager administration client can be used to unlock solution

assets that are owned by other users. For more information, see 5.3.6,

“Configure locks” on page 151.

Chapter 5. IBM Case Manager tools 177

Figure 5-58 Confirmation window that is shown to the user upon deployment

When a user deploys the solution, only the committed assets are deployed. The

assets that are locked by the other users are in draft mode and are not deployed.

For more information about multiple users editing the solution, see IBM Case

Manager Information Center and select Designing your case management

solution and application → Adding and deploying a case management

solution → Multiple user editing of solutions.

178 Advanced Case Management with IBM Case Manager

Chapter 6. Designing case

management solutions

This chapter describes how to design solutions with IBM Case Manager. It

covers the various approaches, alternatives that are available, and key

considerations. The Complaint Management example is used to show the design

process.

This chapter is intended to help the solution designer to plan and design a

solution. It describes design principles and gives an overview of the range of

tools and features that can be used to build an IBM Case Manager solution.

This chapter includes the following sections:

򐂰 Business goals of a case management solution

򐂰 Designing the solution

򐂰 Creating the solution

򐂰 Defining your solution

򐂰 Configuring your solution

򐂰 Customizing and integrating your solution

򐂰 Documenting your solution

180 Advanced Case Management with IBM Case Manager

6.1 Business goals of a case management solution

The goals of the solution must be understood before you design it. The many

different types of case management solutions across many industries have their

own unique set of design goals. However, the following common goals are

associated with solutions that are built on the IBM Case Manager:

򐂰 Support the knowledge worker to enhance the quality of the decision making

for each case

򐂰 Provide faster, more accurate, and fair case resolutions

򐂰 Collect all information that is related to a case, such as documents, activities,

and comments

򐂰 Improve productivity by supporting a collaborative environment where

information can be securely and easily shared

򐂰 Automatically start activities that are mandatory for the case

򐂰 Automatically start tasks according to predefined conditions or events

򐂰 Allow the case worker to start other optional tasks or add new tasks when

needed

򐂰 Provide a framework in which all of the tasks that are related to a case can be

started and tracked together in the context of the case

򐂰 Provide auditing information about how case outcomes were determined

򐂰 Allow the case worker to search for cases that are based on categories, data

ranges, document content, and so on

򐂰 Allow the case worker to search for ongoing and historic cases

򐂰 Support the use of analytic tools that can help to gain insights from past

cases and mitigate risks and reduce fraud

򐂰 Improve agility by using business rules for decision support

IBM Case Manager provides many capabilities and tools that can be used to help

meet these goals when you design a solution.

Chapter 6. Designing case management solutions 181

6.2 Designing the solution

This section describes various topics that are related to designing case

management solutions.

Before you design a solution with IBM Case Manager, you should have a basic

understanding of the IBM Case Manager components and data model. For more

information about the components, see 3.3, “IBM Case Manager components”

on page 42. For more information about the data model, see 4.1, “IBM Case

Manager object model” on page 71.

Consider reusing an existing solution template and then using your new design

as a template for future solutions. For more information about solution templates,

see the following sections:

򐂰 5.3.2, “Creating solution templates” on page 141

򐂰 5.3.3, “Using solution templates” on page 143

򐂰 5.3.4, “Exporting and importing a solution” on page 146

6.2.1 Agile and iterative methodologies

One of the most common problems in developing a solution for users is the

inability for the user to evaluate and validate the solution before it is completed

and deployed. This problem is magnified when you are working with knowledge

workers who have an intimate knowledge of the business process and how it can

and must be completed. Previous applications were often built by using the

traditional waterfall application development methodology. This approach fails to

manage the growing complexity and variation of case management solutions. In

that approach, requirements are gathered statically and dictated by the

capabilities of the technology.

IBM Case Manager provides a rich set of tools that allows solutions to be rapidly

prototyped and reviewed by the users. The complete initial case definition can be

quickly prototyped and provided to the users in a development environment for

direct interaction and feedback. They can have hands-on access to the case

data, documents, and the tasks. Feedback can be directly modified in the Case

Manager Builder tool, which provides continued refinement of the user interface.

Iterative methodology helps ensure that the requirements are more inline with

what the business requires. It also provides early feedback on what the system

looks like and how it behaves. Providing early access to the solution interface

provides earlier confirmation of the approach and increased positive adoption of

the solution by users.

182 Advanced Case Management with IBM Case Manager

Agile and iterative methodology allows the creation of flexible systems that

handle adversity and can be delivered in multiple phases. This is a general

statement about this approach because individual projects and organizations

vary on how they approach projects and the implementation must best serve the

solution.

6.2.2 Case design

Case design is the first part of all case management projects, and the most

important. A clear and precise definition of what the case is defines all other

aspects of the solution. The tasks, document types, rules, and reports are all

created and used to support the case. Thus, the identification and definition of

the case is crucial.

The definition of the case is not always an easy process nor is there a single right

answer. The case must be defined in a way that can be applied to the business

process and business goal. Sometimes a case, such as a claim, can be easily

identified. Sometimes, it might not be so easy to identify what is a case. In

general, a case is a business entity that has an identifiable beginning, lifecycle,

and end. It often is the focus of a business process that all users interact with and

reference. Common case types include a loan, account, policy, and claim. The

more clearly defined the case is, the easier it is to find the attributes of it.

It is often the situation that a solution requires multiple case types. A good

approach is to identify cases as they align with the overall business processes

and lifecycle. An example of this can be seen in the banking industry where the

underwriting process represents one case that completes by generating another

case, the loan.

Chapter 6. Designing case management solutions 183

After the case is identified, the next part is to obtain the data around it. This data

can come from various sources, as shown in Figure 6-1.

Figure 6-1 Multiple sources for case data

As shown in Figure 6-1, the case can interact with that data at any point within

the case’s lifecycle. The identification of the interaction points and the timing of

the data are part of the design of the case. The case data addresses the

following questions:

򐂰 What data is needed to complete the case?

򐂰 What data or systems must be aware of the case’s progress?

򐂰 From which systems does the case need data?

򐂰 What key performance indicators and other reporting metrics are needed

against the case?

򐂰 What systems act as the system of record for the data?

򐂰 What synchronization is needed with the case management solution and the

system of record (assuming the case management solution is not the system

of record)?

6.2.3 Task design

The key concept of case management design is to understand what the various

pieces of work in the overall business process are. You can then define them as

separate tasks, which become part of the case worker’s tool set. The way to

identify these tasks is by looking at how a case can be completed.

184 Advanced Case Management with IBM Case Manager

A good place to start is looking at the checklist of activities that the knowledge

worker uses to know that a process is completed. It is important to explore all of

the activities that might occur within the lifecycle of the case and under which

conditions they do occur. It is desirable to generate as complete a list as possible

of all of the activities that might occur in a normal process, even those activities

that occur only occasionally but can be defined. Look for verbs in requirements to

represent discrete activities that can be mapped to an implementable task.

After the activities are defined, work with users to understand the following

information:

򐂰 How a user interacts with the tasks.

򐂰 When and why the tasks are needed or defined.

򐂰 How and when these tasks must be started.

򐂰 Who works on the tasks.

򐂰 Any dependencies among the defined tasks.

Tasks whose start can be determined by system or document events can be

configured to start automatically. Those tasks that are started by the knowledge

workers are available to the case worker who can decide whether and when they

are begun.

A task in IBM Case Manager is implemented as a workflow process fragment. A

case can have many tasks that are associated with it. Each task involves a

fragment of the work that is necessary to complete the case with one or many

steps and one or more participants. The tasks can be run in sequence, parallel,

independent of each other, or in relation to each other. IBM Case Manager tracks

all the tasks in the context of its case. When you design a case management

solution, some of the main design decisions are related to the definition of tasks.

Common questions include: How do you decide how to break down the

necessary work into tasks? Is it better to have bigger tasks that handle larger

segment of work, or many smaller tasks? These questions do not have a single

answer but there are guidelines that can be followed in determining what is a

task. The primary driver is the overall business process that is supported and the

logical breakdown of work within the process.

A task typically has a clear start event (either system or user) and a defined

completion. A typical approach to defining tasks is to limit them to no more than

3 - 5 user steps whenever possible. It is best to try to limit the complexity of

individual tasks and use preconditions to manage task order rather than build

large complex tasks. This provides greater flexibility within the solution and

greater adaptability to changing business needs.

Chapter 6. Designing case management solutions 185

The following common situations tend to work well when they are modeled as an

IBM Case Manager task:

򐂰 You have a defined activity within the lifecycle of a case and can determine

the specific event that triggers the initiation of the task. These tasks often

represent the key activities in the ideal process lifecycle of a case.

򐂰 You must start work when an event happens and that event can occur at any

point in the life of the case.

򐂰 A set of work must be completed, but there is no particular defined sequence

in which they must be carried out. This situation is commonly modeled in

business process management tools as a star or spider-shaped process

diagram. Each branch can be defined as an all-inclusive set of multiple tasks.

This requires that when one task is started, each task must be complete for

the case to be completed.

򐂰 Decisions and workflow paths are too numerous or complex, and it is simpler

to allow knowledge workers to decide whether the work is needed.

Defining a long complete sequence of work, such as in a business process

management process, that identifies every decision, event, and exception is

too involved. Instead, define several tasks, and allow the knowledge worker to

decide which tasks must be carried out and when.

򐂰 Workflow paths that depend on various factors that are not known at the time

of case creation. These can be defined as discretionary tasks, which give the

knowledge worker control.

6.2.4 Case documents

A case almost always includes documents or some form of content. These

documents can directly and indirectly support the case. Most content is in the

form of documents that arrive throughout the lifecycle of the case, some of which

help instantiate a case or tasks and others that are there for support. Content can

take nearly any digital format, including forms, audio, images, and video. When

you design the document types for a case solution, all of these types must be

accounted for. The document type represents the classification of the incoming

content and defines the data that is applied to documents of that type.

Forms also play a role in what is considered content within the system. A form

can be a set of data or help to visual a set of data. The differences here can have

some impact on design. Forms that are used for a user interface construct must

exist at design time to ensure that it is part of the solution package and to tie it

within the user interface. Outside of these design considerations, the rest of the

design follows a typical Enterprise Content Management focus. Document types

are displayed within the case. They have properties and security that must be

implemented.

186 Advanced Case Management with IBM Case Manager

6.2.5 Business rules

Within the scope of the case management solution, business rules can be

implemented. These business rules are implemented in areas that allow for a

more dynamic and flexible solution. Although it is common in the first

implementation to not include these rules, they provide a way to separate

repeatable or frequently changing business logic outside of the task workflows.

Business rules are outside of the tasks that allow for the rule inputs and outputs

to be defined independently of the task workflow. The detailed decisions that

affect a task routing to be encapsulated within a rule can be called from a single

step or multiple steps rather than increase the complexity of the tasks workflow.

With the rules being defined externally to the tasks, the same rule can be applied

to multiple tasks within a case and modified as needed without requiring the

updates to be made to all tasks. After rules are defined, they help ensure

consistency and accuracy when data is involved.

6.2.6 Modeling how cases are created

When you design a case management solution, consider how the cases are

created. This process depends on the specific application. You can create a case

in the following ways when you are using IBM Case Manager:

򐂰 Manually through user action

A case worker can actively add a case by using the default add case page. By

using this page, the user can enter the case properties directly on the page

and create the case.

򐂰 Created when a specified document is created or added

A particular document type can be defined to be the initiator of a case. When

a document of this type is created, the system automatically creates a case. It

then passes the document metadata to the case properties and files the

document into the case folder. For example, an insurance application

document might automatically create a case. In addition, other users can

access a form that can be used to create the case. For example, an online

complaint form might be used to create a case. This form is saved as the

document type that was defined to initiate the case.

Chapter 6. Designing case management solutions 187

򐂰 In a workflow or task process

A case can be created within a workflow process that is part of the case,

within a task, or an external workflow. By using the ICM_Operations

component queue, a workflow process can use the

createCaseUsingSpecifiedCaseType operation to create a case. For example,

a loan application process can start a case to investigate a potential fraud

situation.

򐂰 Programmatically

A case can be created programmatically by external systems in one of the

following ways:

– By using the IBM Case Manager model layer set of JavaScript toolkit API.

– By using the Case Representational State Transfer (REST) application

programming interface (API).

– By using the Content Management Interoperability Services (CMIS) REST

API interface. External data services are not started when you use the

CMIS REST interface.

– By using the Java/.NET/Web Services Content Platform Engine API

interface.

6.3 Creating the solution

Creating a case management solution involves the following key levels of effort to

build. These levels provide different degrees of complexity and detail but allow for

a usable solution to be rapidly developed and made available for customer

review. After the requirements and overall approach to the solution are designed,

this approach can be used to develop the complete solution that is deployed.

This represents one approach to building a solution and does not cover all of the

capabilities that are available within IBM Case Manager. This is intended to

provide an approach and starting point to building complete solutions:

򐂰 Defining the solution with Case Manager Builder

The initial solution can be defined entirely within Case Manager Builder. This

initial level provides a solution that can be presented and tested by the users

to evaluate the core case definition foundation. The properties, roles,

documents, and tasks are available to evaluate. This process can be repeated

several times to refine the initial definition and clarify business requirements.

The resulting solution generally results in a prototype but can represent a

complete solution for simpler business cases.

188 Advanced Case Management with IBM Case Manager

򐂰 Refining the solution by using more advanced configuration

Other tools that are available within IBM Case Manager provide the ability to

further enhance the initial definition by using other available functionality. After

the core definition is completed, the solution can be further extended through

configuration to provide more detail and specific functions that are required.

This can be accomplished through configuration by using more advanced

tools, such as Process Designer, without the need for coding.

򐂰 Customizing the solution by using custom code

Most real-world implementations require a degree of custom development

that in most cases involves connectivity to external data sources. Separating

this development from the definition and configuration allows for it to be

managed separately and in a more traditional development approach. The

custom developed pieces can then be added to the existing solution when

they are completed and then the complete solution is deployed.

The more functionality that can be included through definition and configuration,

the easier the solution is to develop and maintain. Utmost effort often is made to

meet requirements through definition and configuration. Not all customization

can be eliminated, but the flexibility of the tools that are included in IBM Case

Manager can reduce this effort.

6.4 Defining your solution

The goal of the definition activities is to rapidly create a solution that can be

presented to users and updated based on feedback by using the Case Manager

Builder tool. This process can be repeated several times before it is moved to

configuration as multiple prototypes. The resulting definition provides the

fundamental structure of the solution, including the data model and tasks without

the need for any programming or scripting.

For more information about the IBM Case Manager data model concept, see 4.1,

“IBM Case Manager object model” on page 71.

The definition of the solution normally involves direct participation by the

line-of-business experts and representatives of each of the roles within the

solution. These experts have in-depth knowledge of the overall process and how

the defined solution fits their needs. Applying their feedback to subsequent

iterations of the definition results in better alignment with the needs and goals of

the project.

Chapter 6. Designing case management solutions 189

6.4.1 Defining case properties

The solution properties are used to describe and identify each case for search,

processing, reporting, and auditing purposes. The defined properties also are

used to define the properties that are applied to document types. Solution

properties are available within the Content Platform Engine object store and are

available for reuse by other solutions. The use of existing properties enables the

solution developer to maintain a uniform document taxonomy for all solutions and

items that are defined within the solution.

For each property, the following information must be provided:

򐂰 Data type (string, Boolean, date-time, float, or integer)

򐂰 Single value or multiple value

Optionally, the following information can be provided for a property:

򐂰 Maximum length (string) or minimum or maximum value (integer)

򐂰 Default value

򐂰 Choice list (integer and string)

6.4.2 Defining case types

Each solution in IBM Case Manager can have one or more case types. A case

type is made up of properties, views, folders, and tasks. It is a specific instance

type of the overall case that was defined. The Case type is a level of

encapsulation of the overall case into a specific business case. Each case type

that is defined in a solution shares the following resources with other case types:

򐂰 Pool of properties available in the solution

򐂰 Document types in the solution

򐂰 Roles and in-baskets that are defined in the solution

6.4.3 Defining document types

Each solution has zero or more document types defined. Document types are

defined within Case Manager Builder, and can have properties that are

associated with them from the list of available properties in the solution. Default

document types are available in the Content Platform Engine object store.

Reusing document types allows the solution developer to maintain a uniform

document taxonomy for all solutions.

Document types also include documents that are stored as structured form data

objects.

190 Advanced Case Management with IBM Case Manager

The Complaint Management solution example has the following document types:

򐂰 Correspondence: Triggers a task for document approval before it is mailed to

the complainant

򐂰 Supporting Document: Used for any other document that is filed into a case,

such as an email or scanned in letter

6.4.4 Defining roles

Roles are representative of the types of individuals or groups of individuals that

perform actions within the solution. Create a role for any functional group or type

of user that acts as a participant in a task. In addition, roles can be defined for

non-active task participants who can interact with the cases.

6.4.5 Defining in-baskets

In-basket definition creates a base in-basket configuration. Each role has a

shared work queue and a single in-basket for that queue. When you define the

in-basket, you set up the properties that display, the ability to sort, the default sort

order, and any filter options. All work that is assigned to this role within the task

map that was created in Step Editor goes to these shared work queues. The

work is presented in the in-baskets that are defined in Case Manager Builder.

6.4.6 Defining pages

Page definition provides an opportunity to modify the default page layouts within

Case Manager Builder to meet the overall page structure that is wanted within

the solution. The Page Designer gives extensive control over the design of the

user interface. In the initial definition, it is effective to modify only the existing

pages to provide a baseline design of the overall solution.

Page layout changes can be made within the configuration of the solution. The

goal of the definition is to establish the core case and flow of the case rather than

focusing on the details of the user interface. The page modifications within the

definition can be limited to the widgets and their layout on the default pages.

Remember: Not all documents that are stored in cases by the users must be

identified as a solution document type. Any document in the system can be

stored in a case folder. However, those document types that trigger case

creation, start tasks, or have specific meaning and purpose within the solution

must be identified in Case Manager Builder.

Chapter 6. Designing case management solutions 191

6.4.7 Defining case types

One of the key aspects of the initial design is the identification of the case types.

It is here that those cases are defined. Within the solution, each of the case types

are defined within Case Manager Builder. The properties, views, folders, and

tasks for each case are defined for that case. Each case type that is defined in a

solution shares with other case types:

򐂰 Pool of properties available in the solution

򐂰 Document types in the solution

򐂰 Roles and in-baskets that are defined in the solution

6.4.8 Defining views

There are three primary views available within a case definition. The Case

Summary view contains the properties that are returned from searches and

included in the summary view of the case. The Case Search view identifies the

properties that are available to search for a case.

The Properties Layout view provides the ability to define how properties are

presented to users when they process a task step or open a case. In the

definition of the solution, the initial view of the case properties is laid out and

applied to the Properties widget of the appropriate pages. The flexibility of the

Properties Layout view reduces the need to use forms to present case and

workflow properties to users. More views can be refined and adjusted within the

configuration to create task step or role-specific views.

6.4.9 Defining tasks

The definition of the tasks often is the most time-consuming portion of the overall

case definition. The tasks and the activities they perform are outlined in the

design must be defined at this point. The name, type, preconditions, and process

flow are set for each task. Each task often is given a name that provides the user

with a general description of what the task does. The name of each task often

starts with an action word, such as “Review”, “Perform”, “Assess”, and “Update”.

After the task is named, it is necessary to define the characteristics of the task

and how it starts, whether it is required, visibility, and preconditions.

How tasks are started

A task can start automatically based on an event that is occurring within a case.

When a task is set to start automatically, it starts when the defined preconditions

are met (if there are any) without the need of user actions.

192 Advanced Case Management with IBM Case Manager

A task can be started manually by a user. Manually started tasks are created

when the preconditions (if there are any) are met. After a manual task is created,

a user can start or disable the task.

Discretionary tasks are tasks that do not have preconditions and are based on

the decisions of the user when to create these tasks. These tasks are often the

activities that are most variable and require the expertise of the knowledge

worker to determine when they need to run rather than an easily definable

condition.

Required tasks

This type of task is one that the case state cannot be set to completed until this

task is completed.

Hidden tasks

Defining a task as hidden still allows a task to run and perform all of its actions,

but the task is not visible to users when the list of tasks that are running within the

case is reviewed. The most common use for hidden tasks is for background tasks

that perform automated processes, such as data synchronization from other

systems.

Preconditions

For automatic and manual tasks, it is necessary to define the business

preconditions under which that task is created. When a task is set with no

preconditions, it is created at the same time that the case is created. For tasks

that can run only after the case is created, the preconditions must be defined.

Task preconditions can be evaluated based on the filing of a document within a

case or under the conditions of a property being set or changed. The condition is

evaluated when the defined event is met. Defining preconditions that are based

on the combination of document arrival, multiple property changes, and property

values provides the ability to meet most business needs in defining the

conditions under which tasks are created. The following condition evaluations

can be defined:

򐂰 A document is filed in the case.

This condition allows for the definition of which document types create the

task. It can be defined to occur when any document type is filed within the

case or from the list of document types that are defined within the solution.

When the expected document types are filed within the case, any other

property conditions that were set are then evaluated.

Chapter 6. Designing case management solutions 193

򐂰 A property condition is met.

This condition evaluates the value of the specified case property and creates

the task when the defined property conditions are met.

򐂰 A case property is updated.

This condition allows for the evaluation of a set of property conditions when

there is a change to one or more selected case properties.

Repeatable

Tasks with a document that is filed and property condition is met can be set as

repeatable. A repeatable task is one that can be run more than once in the

lifecycle of a case and must run when the precondition is met.

Table 6-1 shows the task types, their characteristics, and the use cases.

Table 6-1 Task types comparison

Task type Characteristics Use cases

Required

Automatic

Started by:

System

Repeatable:

Ye s

A workflow that runs when the case is created. It

must be completed.

Required

Automatic with

property

preconditions

A workflow that runs whenever a property

condition is met when the case is created or after

a property value changes. It must be completed.

A user can start the workflow by updating the

case properties to meet the preconditions.

Optional

Automatic with

property

preconditions

Same as required automatic, except this task

does not have to be completed to complete the

case.

Required

Manual

Started by:

User

Repeatable:

Ye s

A workflow that runs when a user starts it. It must

be completed.

Required

Manual with

property

preconditions

A workflow that runs when a user starts it. It must

be completed.

A user can start the workflow only if the

precondition is met.

Optional

Manual

A workflow that runs when a user starts it. This

task does not have to be completed.

Optional

Manual with

property

preconditions

When the precondition is satisfied, the user can

start the workflow. This task is the same as

optional manual, but has property preconditions.

194 Advanced Case Management with IBM Case Manager

The use of all-inclusive and mutually exclusive sets

An all-inclusive set is a group of tasks in which if any of the tasks in the set is

started, all of the tasks must be completed. An all-inclusive set is a way to

designate a group of tasks as having to be completed for the case to be

completed.

All-inclusive sets form a simple abstraction of parallel and required work activity.

In practice, all-inclusive sets are often used with a group of optional manual

tasks. When a user starts or disables one of the tasks, the other tasks in the

group also must be started or disabled.

Mutually exclusive sets are groups of tasks in which only one of the tasks within

the set can be run within the lifecycle of the case and starting any of these tasks

disables the remaining tasks.

Task steps

With the task properties and preconditions set, the focus can shift to defining the

underlying workflow of the task. This is where all of the users steps of the task

are to be defined and placeholders for system steps can be created. The focus of

the task workflow definition is to identify the role, decisions, and properties of

each user step of that task’s workflow.

When a

document of a

certain type is

added

precondition

Started by:

System or user

Repeatable:

Ye s

A required, optional automatic, or manual

workflow process that runs when a document of

a certain type is filed in the case. If the task is

flagged as repeatable, every document of that

type that is received starts the workflow.

When a

document of

any type is

added

precondition

A required, optional automatic, or manual

workflow process that runs when a document of

any type is filed in the case. If the task is flagged

as repeatable, every document that is received

starts the workflow.

User created

task

(discretionary)

Started by:

User

Repeatable:

Ye s

A predefined workflow that is started by a user

where the user can name the task and supply

the start parameters. These parameters include

case properties, user or workgroup assignment,

and documents to attach to the workflow.

Task type Characteristics Use cases

Chapter 6. Designing case management solutions 195

6.5 Configuring your solution

This section describes the features, benefits, and considerations of the advanced

configuration capabilities that are available with IBM Case Manager.

As in defining the solution, the capabilities that are outlined in this section require

no coding or scripting. A good understanding of the IBM Case Manager

architecture is needed. Many capabilities that are outlined in this section are

available by using enhanced capabilities of the Case Manager Builder and the

IBM FileNet Process Designer to make direct modifications to the solution. Other

configuration capabilities are available by using other products that are bundled

with IBM Case Manager

6.5.1 Advanced in-basket configuration

When the solution was defined, a single in-basket was created for each of the

roles that were created. In a real-world environment, a greater division of work is

needed and more in-baskets can be defined to further separate the work within a

queue. You can use the Process Configuration Console through Process

Designer to configure more in-baskets in IBM Case Manager. Each extra

in-basket that is configured for a role is displayed as an extra tab on the Work

page.

The added in-baskets are configured to define the properties and work items that

are returned to the user. In-baskets are configured to provide the following

specific presentations and capabilities of the work queues or inbox:

򐂰 Adding system fields as columns

Fields that were not defined in the Case Manager Builder but are available in

the system and can be added to the work queue and in-basket as columns.

򐂰 The use of pre-filtered, sorted in-baskets

Different views of work queues can be displayed to a user or role by

configuring more in-baskets that contain pre-filtered, sorted work items.

򐂰 Setting the order of in-baskets

The order in which in-baskets are displayed in the Case Manager Client can

be configured.

196 Advanced Case Management with IBM Case Manager

򐂰 Definition of properties that can be filtered by the user or through widget

wiring

In addition to allowing users to filter work items for search purposes, filter

definitions can be wired with other widgets to enable a runtime filtering

capability. This runtime filter allows the solution designer to create in-baskets

that present the worklist for users filter for their specific context within the

application. As an example, a user might select their role and geographical

region and see only in-basket work items that pertain to that geographical

region.

Multiple in-baskets per role

Having only one in-basket per role is often a limiting factor for solutions and

makes it more difficult for users to find their work or determine which work to

select. More in-baskets can be created and assigned to roles within the same

queue to provide the ability to group work in the manner that the business selects

and processes work

In-baskets from multiple queues

In-baskets from multiple queues can be associated with a role. This allows a user

to access various work from a single role. This is often used to provide

supervisors or managers direct access to the same in-baskets as the roles that

they manage.

6.5.2 Advanced property layout views within a case

The initial property layout view that is built in the definition provides a starting

point for presenting case properties when a user opens a case or a task work

item. When you examine the advanced configuration of the property layout views,

views often are created for the following ways in which users can view the case:

򐂰 Hide fields on case details pages

There are often instances where there is a need to show only a portion of the

case properties or adjust the properties that are shown for specific roles.

Property layout views allow for the configuration of varying displays of case

properties and the ability to select the properties that are shown.

򐂰 Make case properties read-only on case details pages

Each field within a property layout view can be set as read-only. This allows

control over which properties can be changed by users when a case is

viewed. This functionality extends to individual property control at the case

detail page level.

Chapter 6. Designing case management solutions 197

򐂰 Enhance field level flexibility

Individual properties can be further controlled by applying formatting

definitions to the fields.

6.5.3 Configuring pages for advanced user interfaces

Most case management solutions must provide different views of the case and

work items that are based on the user’s role or the step that is being processed.

Multiple page layouts must be configured to meet these requirements. The Case

Manager Builder interface provides business analysts and solution developers

with the ability to modify and configure pages. This configuration can be the

modification of an existing page or the configuration of a new page. After the

pages are configured, they can be associated with the following different roles for

case details pages or workflow steps for work details pages:

򐂰 Case views that are based on user’s role

򐂰 Specific views that are based on workflow steps

򐂰 Task-specific start step pages

Additional widgets on the work and case pages

With the ability to copy or create pages that are used within different portions of

the case, it is common for these pages to have different layouts or contain

different widgets. When pages are configured for each role or step, the widgets

that are chosen for the page and their configurations often are based on the

primary functions that the user is performing on the page.

Advanced widgets, such as the case visualizer or custom widgets that are

developed for Case Manager, can extend the functionality that is available in the

configuration of pages.

6.5.4 Advanced task configuration

The use of Case Manager Builder with FileNet Process Designer to configure

solutions is known as

round-tripping. The solution designer goes back and forth

between Case Manager Builder and FileNet Process Designer to use the most

advanced functions. This configuration is an important aspect of building

solutions with IBM Case Manager. For more information, see Chapter 12,

“Advanced solution topics” on page 453.

For more information about capabilities that are available within the FileNet

Process Designer, see Introducing IBM FileNet Business Process Manager

SG24-7509.

198 Advanced Case Management with IBM Case Manager

Advanced routing

Case Manager Builder allows the business analyst to assign responses to routes

in the process. It is common for workflow routing to be dependent on workflow

and case properties in addition to (or in some cases, instead of) a response by a

user. By using Process Designer, routes can have broader and more complex

branching calculations.

Updating case properties

Case properties can be updated directly by the workflow by using an Assign

system step. The following actions within the workflow process and the results of

system steps and actions can directly modify the case properties:

򐂰 Gathering data from other systems

Case properties can be populated with data from other systems. Workflow

processes can obtain this data by using dbexecute system steps, other

system steps, Web Services steps, or custom component integration

operations.

򐂰 Sending case data to other systems

When data from the case management solution is required by other systems,

tasks workflow processes can send case data by using the built-in Web

Services capabilities.

Defining custom workflow parameters

Case properties live within the case and are available to all tasks and activities

that interact with the case. When there is the need for properties that are only

needed within the context of the task and are not needed after the task is

completed, they are configured as custom workflow parameters. This

configuration defines the temporary properties or properties with a limited scope

of focus within the task.

These properties can still be available to the user at each of the individual user

steps of the workflow process and used in In-baskets to present the data to

users.

Running ICM_Operations

IBM Case Manager includes ICM_Operation component functions that provide

advanced case interactions that can be used within task workflows. These

functions provide many of the common case interactions that are performed by

the system as a workflow runs.

Chapter 6. Designing case management solutions 199

ICM_Operations also includes the function to run the rule operations. The Case

Manager Builder Step Editor provides the ability to add a rule step to the

workflow but the Process Designer must be used in cases where custom

parameters must be passed into the rule.

Performing system and component steps

In Case Manager Builder Step Editor, placeholders can be added to the workflow

to represent system activities that are needed within the process. Within Process

Designer, you can configure the activities that those steps perform. These steps

can be system steps or component steps that offer various automated

functionalities to enhance the workflow.

Working with document attachments

Document attachments provide a way of highlighting key documents that are

associated with a task and the ability to update and modify the document as

needed. By using the standard ICM_Operations, a task that starts when a

document is filed in the case can file the document in a specified location of the

case. CE_Operations can be used to modify the document and update any

necessary properties.

For more information, see 11.2, “Automated handling of ingested documents” on

page 413

6.5.5 Using forms to enhance user interfaces

Forms in IBM Case Manager are used to extend the available data collection

capabilities. Although the property view layout features significantly reduce the

need to use forms, they are not eliminated completely. There are certain

situations where forms can be used to extend the functionality of a solution. The

property view layout designer has reduced the need for forms within Case

Manager solution, but there is still instances where the use of forms is a benefit.

IBM Case Manager supports FileNet eForms and IBM Forms. Form templates

use the available forms design, templates, validation, and runtime scripting

capabilities. This section outlines these capabilities.

Remember: Each form product has its own unique user interface functions

and features. For example, IBM Forms supports dynamic forms. These forms

allow the visibility of form fields, controls, and sections to be controlled that are

based on pre-filled data and field value entries, such as property information.

200 Advanced Case Management with IBM Case Manager

Forms in IBM Case Manager provide the following functions:

򐂰 Dynamic forms interface

򐂰 Forms to create or edit form data objects in cases

򐂰 Form policy-based operations to create cases

Dynamic forms interface

A typical presentation to the user provides a static view of the case properties.

There are times when there is a need to dynamically present the properties that

are relative to the values of other properties. For example, when a Boolean

property indicates whether an address was collected, you might want to show

those address fields and not show them when the property is false. This is one

example of how a form might need to be dynamic.

Form to create or edit form data objects in cases

A form template can be attached to a workflow and presented to the user within

the Form Widget. When a form is presented this way, the template and the form

data are filed within the case as a document. This form data object can be

accessed like any other document within a case.

Form data objects can be extended to provide more business object functionality

by extending the form data object class. This extended object class can be

configured to use case properties, such as enabling normalized data collection in

the case. The extended form data object class can be added to the solution to

allow you to define its uses in the solution. This method is useful for collecting

structured data objects that are to be used for analysis and reporting purposes.

Form policy-based operations to create cases

The following techniques can be used to create cases by using a form policy:

򐂰 By using a form document policy, a form can be used to create a form data

object. This object is designed as the Starting document type for a case type

in the solution.

򐂰 By using a form workflow policy, a form can be used to start a workflow

process that runs any number of process operations. These operations can

include the creation of the case folder by, for example, having a step in the

process that calls the createCaseUsingSpecifiedCaseType operation in

ICM_Operations.

Tip: These techniques do not require users to be logged in to IBM Case

Manager to create cases. For example, links to these form policies can be

published to a portal where users can complete a form to start the case.

Chapter 6. Designing case management solutions 201

6.5.6 Providing users with custom tasks

In many case solutions, it is not possible to define every possible task that might

occur in the lifecycle of a case. When it is common that there are variations in the

types of tasks that are run or it is difficult to clearly define those tasks, custom

tasks can be activated for the solution. By using custom tasks, users can create

ad hoc tasks that define the tasks flow at run time.

Great care must be used when this functionality is provided so that overuse and

the resulting avoidance of the use of defined tasks by the users is avoided. It is

recommended that this functionality is provided only to advanced knowledge

workers and carefully tracking is done by using reports and analytics.

6.5.7 Configuring the security definitions

The configuration of case security uses security modeling that is part of the Case

Foundation Platform. Case Manager solutions have several areas of

consideration for security. Some are managed within the Case Manager Builder

while others require Administration Console for Content Platform Engine.

The following aspects of security definitions must be considered when you set up

your production environment:

򐂰 Case Content security

򐂰 Role security

򐂰 Page security

Case content security

Each case type is defined by a corresponding case folder class in the target

object store. This class can be modified to deny users and groups permission to

the case instances. Modify the default instance security of the case folder class

with the Administration Console for Content Platform Engine.

Setting the appropriate security on the case type class, case folder class, and

task classes controls who has permissions to those objects. These permissions

include creating cases, accessing case information, creating tasks, and other

actions.

Security also can be set on the document classes that are associated with a

case type. Each document class that is defined within Case Manager Builder

creates a corresponding document class when it is deployed. Access to these

document classes can be controlled as any other content object.

202 Advanced Case Management with IBM Case Manager

Role security

Role membership is controlled through the management of roles within the Case

Manager Client. When a page is configured to include the Manage Role button,

users with access to that page can associate users of groups with the roles that

are defined for the solution. This configuration controls the list of roles that are

available to a user and the queues that are associated with those roles.

More detailed security can be applied to roles and queues by using the Process

Configuration Console.

Page security

Most page-level security within Case Manager is handled through the association

of task detail and add task pages and their association with specific steps in the

task workflow processes. Case detail pages and solution pages are managed

through Case Manager Builder.

The Case detail page that is presented to the user when they open a case is

determined by the default case detail page and the ability to associate specific

case detail pages with specific roles. Also, the solution pages that are available

to a role is configured within the Case Manager Builder in the same location that

the roles are defined.

6.5.8 Configuring case analytics and reporting

Case analyzer manages the data that is used in providing analytics and reports

for IBM Case Manager solutions. Case, task, and workflow information is

collected from logs and added to an analytics database. Reporting tools can then

use this database to generate in-progress and historical information. Case

analyzer processes this information into cubes and fact tables.

Chapter 6. Designing case management solutions 203

Cubes

Cubes are multi-dimensional tables of information. The types of cubes that are

managed by Case Analyzer are listed in Table 6-2.

Table 6-2 Types of cubes that are supported by Case Analyzer

Reporting by using cubes enables reports to be “sliced and diced” and users can

drill down to obtain more detail. Cubes often are used to supply summarized

information about cases, tasks, and workflow information.

Cube Description

Case load Stores historical information about the number of cases in process

during a specified time.

Cases in

progress

Stores nearly up-to-the-moment information about all cases that are

in progress in the system. The information includes the number of

cases, processing times, and status.

Task load Stores historical information about the number of tasks in process

during a specified time.

Tasks in

progress

Stores nearly up-to-the-moment information about all tasks that are

in progress in the system. The information includes the number of

tasks, processing times, and status.

Queue load Stores historical information about the amount of work that is done

in each queue during a specified time period.

Work in

progress

Stores nearly up-to-the-moment information about all work that is in

the system. The information includes the number of work items,

processing times, and status. The information can be broken down

by workflow or work item and by user.

Work item

processing time

Stores historical information about processing time for work items

during a specified time. The information can be broken down by user.

Routing Stores historical information about the number of work items going

from a source step to a destination step. The information can be

broken down by user, time, and exposed user-defined fields.

Work load Stores historical information about the amount of work that is done

in the system during a specified time.

Workflow in

progress

Stores nearly up-to-the-moment information about all work that is in

the system. The information includes the number of work items,

processing times, and status. The information can be broken down

by workflow or work item.

204 Advanced Case Management with IBM Case Manager

IBM Case Manager includes reports that are based on Microsoft Excel. These

standard reports provide a basis for configuring new reports, as required.

Fact tables

Fact tables are single-dimensional tables of information. By using fact tables, you

can generate reports that contain detailed case information. Reports list all

cases, tasks, or workflows and can group, total, and provide averages by using

tabular calculations in the report. The fact tables do not summarize the data

directly from multiple cases, tasks, or workflows.

Exposed field

An exposed field in the reporting database is a case property or a workflow data

field. Each cube (fact) table can have zero or more exposed fields. Exposing

fields allows case properties to be made available for reporting purposes.

Configuring a solution for reporting involves creating exposed fields and setting

up reports. This process can use Cognos BI, Microsoft Excel, or other tools that

can generate reports from a reporting database.

In the Complaint Management solution example, the following case properties

might be exposed for reporting: Complaint Type, Received Date, and Customer

number. Cognos BI can be used to generate graphical reports that show the

frequency of complaints that are submitted by Complaint Type.

Generating detailed reports on cases in progress

Case properties to be used in the reports are set up as exposed fields. These

exposed fields are then added to the Case In Progress fact tables. Reports are

generated from the fact tables.

Generating detailed reports on completed cases

Case properties that are used in the reports are set up as exposed fields. These

exposed fields are then added to the Case Load fact tables. Reports are

generated from the fact tables.

Generating detailed reports on tasks or workflows in progress

Properties and data fields that are used in the reports are set up as exposed

fields. These exposed fields are the added to the task or workflow in progress

fact tables. Reports are generated from the fact tables.

Generating graphical, historical management reports

Properties and data fields that are used in the reports are set up as exposed

fields. These exposed fields are then added to the cubes that are used for the

management reports. Reports are generated from the cubes.

Chapter 6. Designing case management solutions 205

Storing reports in cases

Reports that are an object format, such as Microsoft Excel or Word or a PDF, can

be stored in the target object store as documents and opened by users. These

documents can be generated and viewed, for example, in situations where

decision making on specific cases depends on status or management reports on

other cases.

6.5.9 Configuring the Cognos Real-Time Monitor

By using real-time monitoring, you can present key performance indicators that

are used by line-of-business managers. Dashboard objects can display summary

and detailed performance information that is based on business matrixes. For

example, dashboards objects can be configured to show the number of cases

that are created over a specific period.

Because real-time monitoring uses the same cubes and fact tables that are used

in reporting, similar procedures are used to extend the reporting database to

display case, task, and workflow information. Dashboard objects can then be

configured to display more information as required.

Modifying dashboard objects with case properties

As in reporting, case properties that are used in the dashboard objects must be

set up as exposed fields. These exposed fields are then added to the Case In

Progress cube. Dashboard objects are modified or created by using the cube

(summary dashboard objects) or fact tables (detailed dashboard objects).

Create watch point email notifications

Watch points enable line-of-business managers to receive emails when a

threshold is reached, such as when more than the expected number of cases are

generated. Watch points can be configured directly on the real-time monitor

dashboard objects.

6.6 Customizing and integrating your solution

Most of the functions that are required by solutions can be met through solution

definition and configuration. In many cases, there still are requirements that are

beyond the scope of functionality that can be configured. In these cases, it

becomes necessary to customize the solution. It is recommended that

configuration be used as much as possible to meet these requirements as

customization increases the effort to build and support the solution.

206 Advanced Case Management with IBM Case Manager

IBM Case Manager includes an extensive set of options for customizing solutions

to meet the various needs of projects. The following tools can be used for

customization:

򐂰 Custom widgets

򐂰 External Data Services

򐂰 Custom workflow components

򐂰 Extending forms

򐂰 Published APIs

Custom widgets

When the standard widgets cannot provide the functionality that is required for a

solution, custom widgets can be developed and configured into the solution

pages to meet these needs. Developers can develop custom widgets that can be

placed on a page and interact with the standard and any other custom widgets

that might be there.

A custom widget is available to all solutions within an environment that allows

more generic custom widgets to be used in multiple solutions. A custom widget

can be developed generically with the intent for reuse or for a specific solution

that addresses specific needs.

For more information about custom widgets, see 10.5, “Creating and deploying a

custom widget” on page 386.

External data services

You can use the external data service (EDS) representational state transfer

(REST) protocol to create an external data service to get data from an external

source (such as a file or a table in a database) to customize field properties and

manage property behavior in Case Manager.

External data services provide the following abilities:

򐂰 Interface between cases and other information sources

򐂰 Load case data at query time

򐂰 Enables real-time presentation and storage of case data

For more information about the external data services, see 14.6, “External data

service” on page 557.

Chapter 6. Designing case management solutions 207

Custom workflow components

When a custom action is required within a task workflow process that cannot be

met by the standard system steps or included components, a custom component

step can be developed. Many connections to external systems can be

accomplished through database connectivity or a web service, both of which are

standard system steps. When these steps are not available or the functionality

cannot be achieved without customization, the following custom component

steps can be developed to meet this functionality:

򐂰 Automated work processing that is performed by Java object or Java

Message Service (JMS) queue

򐂰 Runs functions from within a workflow

򐂰 Extends process functionality without full application deployment

For more information about workflow components, see 14.5.1, “Custom

components” on page 556

Extending forms

IBM Forms and FileNet eForms can be extended by using scripting. By using

scripting, the forms can be more flexible within the user interface or provide

interaction with external systems.

FileNet eForm provides JavaScript API. The API is often used to develop

enhanced forms that are used for data entry.

IBM eForm has server APIs that provide low-level access to XFDL forms in Java,

C, and COM. With these APIs, you can develop applications that analyze,

validate, and create XFDL forms. IBM Form also provides Functional Call

Interface for runtime custom XFDL capabilities.

Published APIs

Case Manager includes several published APIs that allow for customization in

each of the outlined methods. This provides the full flexibility and control over

solutions that are needed to meet the most demanding requirements. The

following APIs are available that allow the developer to select the most

appropriate choice for their needs:

򐂰 IBM Case Manager JavaScript API

Use this API to customize your Case Manager Client application.

򐂰 IBM Case Manager Java API

Use this API to create servlets for custom web applications and to develop

custom component queue applications.

208 Advanced Case Management with IBM Case Manager

򐂰 Content Platform Engine add-on extensions for Case Manager Builder

Use these add-on extensions to access the custom metadata and data that is

stored in object stores.

򐂰 IBM CMIS for FileNet Content Manager

Use the IBM Content Management Interoperability Services (CMIS) for

FileNet Content Manager to enable applications and clients that use the

OASIS CMIS standard to access content that is stored on Content Platform

Engine. In a case management application, you use CMIS to manage the

case folders and documents and to retrieve case information.

For more information about the APIs, see Chapter 14, “Integration points” on

page 545.

6.7 Documenting your solution

Case Manager Builder enables the solution designer to effectively capture

requirements directly into the tool. A document can then be generated by using

the available solution description generation tool that contains all of the

configuration data within your solution. This solution description document

provides a way to communicate and present the configuration details of the

solution for review, discussion, and analysis.

The Solution Document Generator is a command-line tool. For more information

about how to use it, see the IBM Case Manager Version 5.2 Information Center

at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0

Chapter 6. Designing case management solutions 209

Figure 6-2 shows part 1 of an example of the documentation that is generated.

Figure 6-2 Generated documentation: Part 1

210 Advanced Case Management with IBM Case Manager

Figure 6-3 shows the remaining part of the documentation that is generated.

Figure 6-3 Generated documentation: Part 2

Chapter 7. Building a simple solution:

Part 1

This chapter and Chapter 8, “Building a simple solution: Part 2” on page 267

describe how to build a simple solution. The use case that was introduced in 2.2,

“Complaints management example use case” on page 29 is used to show a

step-by-step procedure for building your solution. In later chapters in this book,

we build on top of this use case to introduce other features and capabilities, such

as case splitting, customizing user interface, and deployment.

This chapter includes the following sections:

򐂰 Building the sample solution overview

򐂰 Defining the solution basics

򐂰 Defining the case type

򐂰 Defining embedded rules

򐂰 Defining case tasks

212 Advanced Case Management with IBM Case Manager

7.1 Building the sample solution overview

The Customer Complaints solution is a simple solution that is intended to show

much of the IBM Case Manager functionality. However, the solution is kept simple

for easier reading and understanding. The Customer Complaints solution

describes the use of following IBM Case Manager functions:

򐂰 Smaller task-based processes

򐂰 Container tasks

򐂰 Automatic, required, and manual tasks

򐂰 Mutually exclusive task sets

򐂰 Document-based preconditions

򐂰 Property-based preconditions

򐂰 Preconditions that are based on property updates

In this chapter, we break down building the sample Customer Complaints

solution to the following basic steps:

1. Defining the solution basics:

– Adding a solution

– Setting up properties

– Setting up roles

– Setting up in-baskets

– Setting up document types

2. Defining the case type:

– Creating a case type

– Configuring case type properties

– Configuring the Case Summary view

– Configuring custom properties layout view

– Configuring the case search

– Defining case folders structure

3. Defining embedded rules.

4. Defining case tasks:

– Creating Upgrade Options set

– Creating the Upsell Opportunity container task

– Creating the Upgrade Product task

– Creating the Upgrade Plan task

– Creating the Call Customer task

– Creating the Verify Billing task

– Creating the Verify Complaint task

– Creating the remaining tasks (as listed in Table 7-6 on page 247)

– Reviewing task summary

Chapter 7. Building a simple solution: Part 1 213

The rest of the steps for building the sample solution are described in Chapter 8,

“Building a simple solution: Part 2” on page 267

7.2 Defining the solution basics

By using IBM Case Manager Builder, we define the solution basics for the

Customer Complaints solution. This section describes the following steps:

򐂰 Adding a solution

򐂰 Setting up properties

򐂰 Setting up roles

򐂰 Setting up in-baskets

򐂰 Setting up document types

In 7.3, “Defining the case type” on page 227, we describe the creation of case

types by using the properties, roles, in-baskets, and document types that are set

up in this section.

7.2.1 Adding a solution

To create and define the basic solution information, complete the following steps:

1. Log in to Case Manager Builder by using the following URL:

http://<server>:<port>/CaseBuilder

Make sure to log in with a user that has sufficient rights to create the case

solution, as shown in Figure 7-1.

Figure 7-1 Logging in to Case Manager Builder

214 Advanced Case Management with IBM Case Manager

2. In the Manage Solutions window, click Add Solution, as shown in Figure 7-2.

Figure 7-2 Creating a solution by using the wizard

3. Name the solution and provide the following information:

– Enter the name of the solution Customer Complaints in the Name field.

– Enter a 2 - 5 alphanumeric character prefix that starts with an alphabetic

character in the Solution prefix field.

This sample solution uses the prefix CC. A unique solution prefix is

required to prefix all object types that are used in the solution.

– Select the icon for the solution. The solution icon represents the solution

type, such as Aerospace, Energy, or Financial. IBM Case Manager is

bundled with a set of default solution icons.

Chapter 7. Building a simple solution: Part 1 215

Figure 7-3 shows the results of naming the solution.

Figure 7-3 Naming the solution

7.2.2 Setting up properties

To set up properties for the solution, complete the following steps:

1. Click the Properties tab.

2. Click Add Property → New, as shown in Figure 7-4.

Figure 7-4 Setting up new property

216 Advanced Case Management with IBM Case Manager

3. Use the information from to Table 7-1 on page 218 to enter the property

definition for Address, as shown in Figure 7-5.

a. For the property Name field, enter Customer Address.

b. For property Type, select String.

c. Expand Define Property Values and enter 200 for Maximum length.

d. Click OK to continue.

Figure 7-5 Setting up Customer Address property

4. In the same manner, add the rest of the properties that are listed in Table 7-1

on page 218.

5. For the property with choice list, select your choice in the Manage Choice

Lists Name field. For example, complete the following steps to define the

choice list Case Sources as shown in Figure 7-6 on page 217:

a. Enter Case Sources in the Manage Choice Lists Name field.

b. To add a choice, click Add Choice Item and enter the choice information.

In the example, enter Form for Display Name and Value.

c. Repeat these to add the following choice items for Case Sources choice

list:

Form, Email, Fax, and Letter

Tip: The basic property types are string, integer, datetime, float, and

Boolean. Properties can be a single value or multiple values. The

Customer Complaint solution uses only single values.

Chapter 7. Building a simple solution: Part 1 217

d. Click OK to complete the choice list.

Figure 7-6 Adding a choice list

e. To verify the choice list you just added, select the choice list for the

property. In the example, the Case Sources choice list is selected for the

property Case Source, as shown in Figure 7-7.

Figure 7-7 Example of a property with choice list

218 Advanced Case Management with IBM Case Manager

f. To add another choice list, click Add Choice List. Table 7-1 shows the

complete choice list that we add for the solution.

g. When you finish creating all of the choice lists, click Close.

6. Repeat steps 1 - 5 to complete the solution properties by using Table 7-1.

Table 7-1 shows a complete choice list we use for our sample solution.

Table 7-1 Complaint solution property choice list

Table 7-2 shows the sample solution properties.

Table 7-2 Complaint solution properties

Tip: You can select a default value from the choice list. However, the

example does not use a default value. Click Save after you complete the

properties configuration.

Choice list Choice Item

Case Sources Form, Email, Fax, Letter

Case States Open, Closed, Processing, Pending, On Hold

Complaint Categories Product, Billing, Service, Other

Upgrade Category Product, Service Plan

Property Type Description

Case Number String(10) Auto-generated case number.

Case Source String(64), Choice list:

Case Sources

The channel on which the

complaint was received.

Complaint Category String(64), Choice list:

Complaint Categories

The type of complaint that was

submitted.

Complaint

Description

String(1000) The description of the complaint

that was submitted.

Complaint Received

Date

DateTime The date and time the complaint

is received.

Complaint Status String(64), Choice list:

Case States

The status of the complaint.

Customer Name String(64) The first and surname of the

customer, which was obtained

from the CRM system.

Chapter 7. Building a simple solution: Part 1 219

Customer Number String(10) The customer number that is

used to query the CRM system.

Customer City String(64) Customer city, which is obtained

from the CRM system.

Customer Address String(200) Customer street name, which is

obtained from the CRM system.

Customer Rating String(64) Calculated value that indicates

how the customer is rated.

Customer Since Integer The number of years the

customer was with the company.

Customer State String(64) Customer state, which is

obtained from the CRM system.

Customer Email String(64) The email address of the

customer, which is obtained

from the CRM system.

Part Number String(64) The part number of the product

that is specified in the complaint.

Safety Check Boolean This property is set to true if a

safety check is required.

Tota l Tra nsaction

Amount

Float The transaction amount that is

filed in the complaint.

Telephone String(64) The customer telephone

number, which is obtained from

the CRM system.

Valid Boolean Set to true if the complaint is a

valid complaint.

Upgrade Category String(64), Choice list:

Upgrade Category

The type of upgrade requested.

Upsale Opportunity Boolean Set to true if there is a possibility

of a product or non-product

upsell.

Property Type Description

220 Advanced Case Management with IBM Case Manager

Part of the completed property list looks similar to the list that is shown in

Figure 7-8.

Figure 7-8 Completed properties

7.2.3 Setting up roles

After you set up the properties for your solution, create the role and select the

type of in-baskets to display for the role. To configure role view for the personal

in-basket, complete the following steps:

1. Select the Roles tab and click Add Role.

2. Enter the following role information:

a. For the role field, enter Contact Center.

Indexing and performance consideration: The Case Manager Builder

application does not provide a method for indexing property values. To index a

property, you must use the FileNet Enterprise Manager or Administrative

Console on the target object store to set the index property for simple indexes.

For more complex indexes, use the database tool to define them.

Properties that are used as case search criteria often require indexing to

improve performance. Monitor your system during testing and in production to

determine the final set of properties to configure for indexing.

For more information, see “Indexing IBM FileNet P8 Content Engine

databases”, which is available at this website:

http://pic.dhe.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.p8.per

formance.doc/p8ppt121.htm

Chapter 7. Building a simple solution: Part 1 221

b. For the role description, enter These workers handle calls and email

complaints.

c. Select Personal (Role) for type of in-basket, as shown in Figure 7-9, This

show a custom view for this role.

d. Allow user to move work into personal in-basket and reassign work to

others, as shown in Figure 7-9.

Figure 7-9 Defining Contact Center Role

Tip: The type of personal in-basket to display for a role can be customized.

The following selections are available:

򐂰 Personal (Common): Show the common view: Defines a common

in-basket for every role.

򐂰 Personal (Role): Show the custom view: Defines an in-basket specific

for the role.

򐂰 Do not show common or role personal in-baskets: Show just personal

inbox: Not role in-basket is shown for the role.

222 Advanced Case Management with IBM Case Manager

3. Repeat steps 1 - 4 to complete the solution roles by using the information that

is provided in Table 7-3.

Table 7-3 Customer Complaint solution roles

7.2.4 Setting up in-baskets

Role in-baskets contain work items that are assigned to a role. Within an

in-basket, you can define the columns that you want to show for the role, such as

filters and sort.

To set up the in-baskets, complete the following steps:

1. Click the In-baskets tab.

2. Click Contact Center in-basket and then click the In-basket General tab.

3. Select the solution properties to be included in the in-basket display for the

role. These properties are included in Case Manager Client when users

access the role in-basket for their role, as shown in Figure 7-10 on page 223.

Role In-basket Description

Contact Center Contact

Center

These workers handle calls and email

complaints.

Investigator Investigator This role performs detailed investigation on

complaints when required.

Manager Manager This role is for the manager of the complaint

Contact Center workers.

Specialist Specialist Members of this role handle product-specific

complaints.

Billing Agent Billing Agent These workers handle billing-specific

complaints.

Sales Agent Sales Agent This role is for the sales agents who interact with

customers for any sales opportunities.

Chapter 7. Building a simple solution: Part 1 223

Figure 7-10 Selecting the in-basket properties

4. Set up the following sort information for the properties:

– Complaint Received Date: Select Sortable and set the sort order to

Ascending.

– Customer Rating: Select Sortable.

– Complaint Category: Select Sortable.

This configuration looks as shown in Figure 7-11.

Figure 7-11 Configuring the in-basket sort parameters

224 Advanced Case Management with IBM Case Manager

5. Click Add Filter on the in-basket Filters tab. Select the following properties

and the associated operators for your filters:

– Case Number with operator is like.

– Complaint Status with operator is equal.

– Complaint Received Date with operator is less than.

– Compliant Category with operator is equal.

The result looks similar to Figure 7-12.

Figure 7-12 Adding filters for an in-basket

6. Click OK All to complete the in-basket configuration for the Contact Center

role.

7. Repeat steps 1 - 6 for the other roles. Assign the properties, sort parameters,

and filter as you did for the Contact Center role in-basket. See the Table 7-4

for the in-basket configuration.

Table 7-4 In-basket definition

In-basket Columns Filter

Complaints Complaint Received Date

(sortable, sort default),

Customer Rating (sortable),

Complaint Category

(sortable),

Case Number,

Complaint Status,

Customer Name,

Customer Number

Complaint Category

Equal,

Complaint Receive Date

Less than,

Complaint Status Equals,

Customer Name Like

Investigator Case Number N/A

Manager Case Number N/A

Specialist Case Number N/A

Chapter 7. Building a simple solution: Part 1 225

7.2.5 Setting up document types

For your solution, set up the necessary document types. For the Customer

Complaints solution, a document type for customer correspondence is needed.

To create the document type, complete the following steps:

1. Click the Document Types tab.

2. Click Add Document Type.

3. Enter the following document type information:

– For name of the document type, enter Correspondence.

– For description, enter the description, as shown in Figure 7-13 on

page 226.

Billing Agent Case Number N/A

Specialist Case Number N/A

Sales Agent Case Number, Customer

Name, Customer Address,

Customer Telephone,

Customer Email, Customer

City, Customer Rating

Customer Name Like,

Case Number Equal

My Work (Common

Personal in-basket)

Complaint Received Date,

Case Number,

Complaint Status,

Complaint Category,

Customer Name,

Customer Number,

Customer Rating

N/A

My Work (Personal

in-basket for Manager

Role)

Case Number, Complaint

Category, Complaint

Description, Complaint

Received Date, Complaint

Status, Customer Name,

Customer Number, Customer

Rating, Customer Since, Part

Number, Safety Check,

Upsale Opportunity

Case Number Equal,

Customer Name Like,

Complaint Received Date

Less than

Tip: It is a good idea to click Save after you complete the roles configuration.

In-basket Columns Filter

226 Advanced Case Management with IBM Case Manager

Figure 7-13 Add a new document type

4. Add properties for this document type. For the sample solution, we use the

properties that we created for the document type. Complete the following

steps to add the properties:

a. Click Add Property and select Existing.

b. Click Case Number to assign the existing properties to the document

type, as shown in Figure 7-14.

c. Repeat these steps to add other properties that you want for the document

type.

Figure 7-14 Adding an existing property to document type

Chapter 7. Building a simple solution: Part 1 227

5. Click OK, then click OK All to complete the document property configuration.

6. Repeat these steps for the other document types. See Table 7-5 for the list of

all document types and their properties.

Table 7-5 Customer Complaint solution document types

7.3 Defining the case type

After you define the solution properties, roles, in-baskets, and document types,

you can define the case type that uses the solution information.

In this section, the follow tasks are described:

򐂰 Creating a case type

򐂰 Configuring case type properties

򐂰 Configuring the Case Summary view

򐂰 Configuring custom properties layout view

򐂰 Configuring the case search

򐂰 Defining case folders structure

7.3.1 Creating a case type

To set up the Complaint case type, complete the following steps:

1. Click the Case Types tab.

2. Click Add Case Type, as shown in Figure 7-15 on page 228.

Document type Properties Description

Correspondence Case Number Documents that are sent to the customer to

communicate the complaint status.

Supporting Document Case Number Documents that are received from the

customer to support customer complaints.

Tip: The properties for documents are significant to the document rather than

the case. In this example, the case properties are used for illustrative

purposes only.

228 Advanced Case Management with IBM Case Manager

Figure 7-15 Creating case type

3. The Case Type configuration page is shown in Figure 7-16. You can configure

various options for the case type.

Figure 7-16 Configuring the case type

Chapter 7. Building a simple solution: Part 1 229

As shown in Figure 7-16 on page 228, the configuration options for the case

type include configuring the document type so that it adds a case when the

document is created. You also also change the default page so it displays the

add case, split case, and case details web pages. Because you are creating

cases manually for this solution and the default pages are used, leave these

options unchanged.

4. Select Enable case workers to create custom tasks to allow case workers

to define custom task flows in run time.

7.3.2 Configuring case type properties

A case contains multiple properties that are needed to help knowledge workers

to complete various tasks for the case. After the configuration options are set up

for the case type, you add properties that are needed for the case type.

Complete the following steps to add properties to the case type:

1. For the created case type, select Properties in the left pane to configure

which properties are available within the case.

2. Add all of the properties that were defined to the case by clicking Add

Property → Existing → Select all → OK, as shown in Figure 7-17.

3. Click OK All.

Figure 7-17 Configuring the case properties

230 Advanced Case Management with IBM Case Manager

7.3.3 Configuring the Case Summary view

To work on a case, there are multiple views that are associated with the case

where knowledge workers use to perform their work. The main view is the Case

Summary view.

Complete the following steps to configure the Case Summary view:

1. In the left pane, select the Views option as shown in Figure 7-18. From this

window, you can go to the Case Summary tab, Properties Layout tab, and

Case Search tab to configure various views that are used for the case type.

2. From the Case Summary tab, add the properties from the Available

Properties field to the right field so that they appear in the Case Summary

View, as shown in Figure 7-18.

Figure 7-18 Adding properties that appear in the Case Summary view

Tip: To the right side of each of the properties in the Available Properties field

is an arrow. Clicking that arrow to move the property into the Properties in the

Case Summary view field and back.

The order that the properties are displayed in the view is the order that they

are displayed in this field. The properties can be moved up or down by clicking

the Move Up or Move Down icons to the right of the property name.

Chapter 7. Building a simple solution: Part 1 231

7.3.4 Configuring custom properties layout view

By using the Properties View Designer, you can define custom interfaces for data

entry and presentation purposes. Here, we describe how to create a view with a

customized layout of the properties that we created earlier.

Complete the following steps to create the Customer Information view with the

properties layout specified:

1. Click the Properties Layout tab.

2. Click Add View, enter Customer Information, and then click OK, as shown in

Figure 7-19.

Figure 7-19 Creating a view

3. Click the Open Properties View Designer icon at the right of Customer

Information view tittle, as shown in Figure 7-20.

Figure 7-20 Opening Properties View Designer

232 Advanced Case Management with IBM Case Manager

4. Properties View Designer provides different containers for defining custom

layouts. For this solution, we add a property list, titled layout, tabbed layout,

and multiple column layout containers into a custom view. For adding a

container, drag it from the containers list palette on the left of property view

designer to the canvas, as shown in Figure 7-21.

Figure 7-21 Containers list palette and canvas

Chapter 7. Building a simple solution: Part 1 233

5. Drag the property list container to the canvas, as shown in Figure 7-22.

Figure 7-22 Adding property list container to custom layout

6. Drag the Customer Rating field into the property list container that was added

in step 5. Properties palette is below the containers palette to the left of

property view designer, as shown in Figure 7-23.

Figure 7-23 Adding Customer Rating property into property list container

234 Advanced Case Management with IBM Case Manager

7. Change the settings for the Customer Rating property that was added in step

6. For our solution, we are changing the control type to Static text, as shown

in Figure 7-24.

Figure 7-24 Changing settings to Customer Rating property

8. Following the same procedure that was used for adding the property list

control, add a tabbed Layout container to the bottom of the canvas, as shown

in Figure 7-25.

Figure 7-25 Adding tabbed layout container

Chapter 7. Building a simple solution: Part 1 235

9. Assign a tab title in the settings section. Use Customer Information and

Compliant Information for titles, as shown in Figure 7-26.

Figure 7-26 Tabbed layout titles

10.Select Customer Information Tab in the tabbed layout that was configured in

step 9 and add a multiple column layout into it.

11.Drag the following properties to multiple column layout, as show in

Figure 7-27 on page 236:

–Left column: customer number, customer since, customer address, and

customer state

– Right Column: customer name, customer city, customer email, and

customer telephone

236 Advanced Case Management with IBM Case Manager

Figure 7-27 Adding customer address property to multiple column layout

The completed multiple column layout looks similar to the one that is shown in

Figure 7-28.

Figure 7-28 Completed multiple column layout: Customer information

Chapter 7. Building a simple solution: Part 1 237

12.Click the Complaint Information tab and add a property list container. Then,

drag the following properties, as shown in Figure 7-29 on page 238:

– Case Number

– Total Transaction Amount

– Complaint Received date

– Part Number

– Compliant Description

13.Add a titled container below the property list container that was added in step

12. Then, drag the following properties, as shown in Figure 7-29 on page 238:

– Case Source

– Complaint Status

– Complaint Category

– Upgrade Category

– Safety Check

– Update Opportunity

– Valid

238 Advanced Case Management with IBM Case Manager

Figure 7-29 Completed combined layout: Complaint information

14.Click Save at the upper right of the Properties View Designer window to save

the changes, as shown in Figure 7-30.

Figure 7-30 Saving the custom properties view

Chapter 7. Building a simple solution: Part 1 239

15.Assign the properties view that was defined as the default view for the

solution (the case creation and case data widget use this default view), as

shown in Figure 7-31.

Figure 7-31 Assigning custom layout as default view

7.3.5 Configuring the case search

Case workers frequently perform searches within a case to find specific

information to perform a task. In this section, we describe how to define the

properties that can be made available for the case workers who want to search

for cases.

Complete the following steps to define the properties that are available for case

search:

1. Click the Case Search tab.

2. Configure the Case Search view by adding properties in the left column

(Available Properties) to the right column (Properties in the Case Search

view), as shown in Figure 7-32 on page 240.

Tip: By using IBM Case Manager 5.2, case designers can define custom

properties layouts and assign them to the properties widget in Page section.

This feature provides flexibility when data entry and display interfaces are

defined.

240 Advanced Case Management with IBM Case Manager

Figure 7-32 Case Search view configuration completed

When case worker perform searches, these property fields are available for them

to perform the search.

7.3.6 Defining case folders structure

By defining a case folder structure, a case worker can access all related content

through a folder hierarchy that is consistent with the business problem that is

being solved.

Complete the following steps to define a case folders structure:

1. In the left pane, select the Case Folders option to create folders for storing

case objects.

2. Click Add Folder and enter Supporting Documents for the folder name, as

shown in Figure 7-33 on page 241. Click OK.

Chapter 7. Building a simple solution: Part 1 241

Figure 7-33 Case Folder configuration

3. Repeat step 3 for Supporting Documents.

4. Click Save.

7.4 Defining embedded rules

From IBM Case Manager 5.2, you can use the embedded rules feature. In this

section, we describe how to define a table-based rule by using this new

capability.

In this chapter, we define only the rule. In Chapter 8, “Building a simple solution:

Part 2” on page 267, we show you how to use the rule within a case task.

We define the following business rules:

򐂰 By default, a customer’s rating is SILVER. This value is assigned by using the

default value for the case property, Customer Rating.

򐂰 If the person is a customer for 5 - 10 years, the customer’s rating is GOLD.

򐂰 If the person is a customer for more than 10 years, the customer’s rating is

DIAMOND.

򐂰 If the customer has more than 10,000 USD in transaction amount, the

customer’s rating also is DIAMOND.

Complete the following steps to define the embedded rules as a table-based rule

for a customer’s rating:

1. Select the Rules page and click Add Rule.

Remember: When you create a case, IBM Case Manager creates a

subfolder structure for the case as specified by the “Case Folders”

attributes in a case type definition.

242 Advanced Case Management with IBM Case Manager

2. Enter the following rules information and click OK (as shown in Figure 7-34):

– For rule name, type Customer Rating Table.

–Select Table-based rule as the rule type.

Figure 7-34 Creating an embedded rule: Table-based rule

3. After the rule is created, open Rule Designer by clicking Rule Name or the

Rule Designer icon to the right, as shown Figure 7-35.

Figure 7-35 Opening rules designer

4. Click each column header and assign the following names for each column

that we use in the rule table, as shown in Figure 7-36:

– Customer Since

– Transaction Amount

– Customer Rating

Figure 7-36 Naming Table Rule Columns

Chapter 7. Building a simple solution: Part 1 243

5. Define the column condition for Customer Since. To do so, right-click the

column header and select Define Column, as shown in Figure 7-37. The

Condition Editor opens.

Figure 7-37 Defining condition for customer since column

6. The Condition editor features interactive help to support rule authoring. Press

the spacebar to show the list of available fields and scroll down to find “the

Customer Since of” field, as shown in Figure 7-38.

Figure 7-38 List of case fields in condition editor

244 Advanced Case Management with IBM Case Manager

7. Click <a caseType> and then select Complaint from the list, as shown in

Figure 7-39.

Figure 7-39 Defining field and case type to be evaluated in condition

8. To complete the column condition, press the spacebar and select is more

than <a number> from the list, as shown in Figure 7-40.

Figure 7-40 Defining condition value

Tip: The column condition that we defined affects every cell for this

column; however, you can override the condition for a specific cell if

required.

Chapter 7. Building a simple solution: Part 1 245

9. Complete the following steps to define condition values for the Customer

Since column:

a. Add a condition for customers with 10 years or more by entering 10 in the

first column cell.

b. In the next cell that is below the cell that was defined in the previous step,

define a custom value of 5 - 10 years. To do so, right-click the column cell

and select Edit Custom Value, then write the custom value as shown in

Figure 7-41.

Figure 7-41 Defining a custom value for cell

The completed the Customer Since column can look as shown in Figure 7-42.

Figure 7-42 Complete customer since column

246 Advanced Case Management with IBM Case Manager

10.Following the same procedure for defining the Customer Since column, edit

the Custom Values, and define a custom value in the third row for the

Transaction Amount Column, as shown in Figure 7-43.

Figure 7-43 Define custom value for transaction amount

11.For the Customer Rating column, you set the values for this field when the

other columns values (Customer Since and Transaction Amount) are met, as

shown in Figure 7-44.

Figure 7-44 Setting value to customer rating field

12.Click Save in the upper right of the pane.

Chapter 7. Building a simple solution: Part 1 247

The completed Customer Rating Table looks as shown in Figure 7-45.

Figure 7-45 Complete customer rating rule table

7.5 Defining case tasks

The following steps describe how to create the tasks that are required by the

Customer Complaints solution. Table 7-6 lists all of the tasks for the Customer

Complaints solution with the attributes that are associated with each task.

Table 7-6 Customer Complaint solution tasks

Task Attributes Description

Upsell

Opportunity

Required, Automatic,

Container, Property

precondition

This container task starts the subtasks that

are contained in it when there is a

possibility of an upsell opportunity.

Upgrade

Product

Required, Automatic,

Exclusive, Property

precondition

This task starts automatically when there is

a product-related upsell opportunity.

Upgrade Plan Required, Automatic,

Exclusive, Property

precondition

This task starts automatically when there is

a non-product related upsell opportunity.

Call

Customer

Required, Automatic This task starts automatically when there is

an upsell opportunity.

Verify Billing Optional, Automatic,

Filing, Property

preconditions

This task starts automatically when a

customer submits a supporting document

for billing-related complaints.

Verify

Complaint

Required, Automatic,

Repeatable, Property

update precondition

This task starts automatically and is

repeated when the complaint category

property is changed.

248 Advanced Case Management with IBM Case Manager

7.5.1 Creating Upgrade Options set

You must create a task set to make two tasks mutually exclusive. To create a task

set, complete the following steps:

1. In the left pane, select the Tasks option.

2. Click Manage Sets.

3. Click Add Set and enter Upgrade Options as the name of the managed set.

Review

Product

Complaint

Optional, Automatic,

Property precondition

This task starts automatically when a

property condition is met to handle all

product complaints.

Review

Non-Product

Complaint

Optional, Automatic,

Property precondition

This task starts automatically when a

property condition is met to handle all

non-product complaints.

Investigate

Product

Safety

Optional, Manual,

Property precondition

This task can be started at anytime to

perform a product safety investigation.

Send

Correspondin

g Letter

Required, Automatic,

Document Filing, and

Property preconditions

This task starts automatically when a case

worker files a corresponding letter into a

case. After the letter is reviewed, it is sent

to the customer through a third-party letter

generation software.

Complaint

Required, Manual This task starts manually when a complaint

must be closed.

Investigate

Employee

Discretionary This discretionary task can be started one

or more times to investigate one or more

employees.

Request

Assistance

Discretionary This discretionary task can be started one

or more times to request help to handle the

complaint.

Task Attributes Description

Chapter 7. Building a simple solution: Part 1 249

4. Select A mutually exclusive set and click OK to complete the creation of the

Complaint Type set, as shown in Figure 7-46.

Figure 7-46 Creating a managed task set

5. Click OK at the bottom of the Manage Sets window to close the window. The

set is associated with tasks later in this procedure.

7.5.2 Creating the Upsell Opportunity container task

The Call Customer, Upgrade Product, and Upgrade Plan tasks must be

completed when there is an opportunity for the company to upsell its product or

plan to the customer. These tasks can be grouped into a new container task that

is started when there is an upsell opportunity.

250 Advanced Case Management with IBM Case Manager

To create a container task for Upsell Opportunity, complete the following steps:

1. On the Tasks page, click Add Task.

2. Select Container task, as shown in Figure 7-47.

Figure 7-47 Creating the Container task menu option

3. On the General tab, complete the following steps to configure the task

attributes:

a. Select Upsell Opportunity as the task name.

b. Select Task Starts: Automatically.

c. Leave the Required option cleared because this task is an optional task.

Chapter 7. Building a simple solution: Part 1 251

4. On the Preconditions tab, complete the following steps to configure the

preconditions for the task, as shown in Figure 7-48:

a. Select A property condition is met.

b. Click Add condition to configure the first condition:

• For Property, select Upsale Opportunity

• For Operator, select =

Figure 7-48 Configuring the Upsell Opportunity precondition

5. For Value, select True.

6. Click OK.

7.5.3 Creating the Upgrade Product task

The Upgrade Product task belongs to the previously defined set Upgrade

Options. After it is created, this task must be moved as a subtask under the

Upsell Opportunity container task. Complete the following steps to create this

task and move it into the container:

1. On the Tasks page, click Add Task

2. Select Task, as shown in Figure 7-49 on page 252.

252 Advanced Case Management with IBM Case Manager

Figure 7-49 Creating Upgrade Product task

3. On the General tab, complete the following steps to configure the task

attributes:

a. Select Task Starts: Automatically.

b. Select Upgrade Options from the Assign to set field.

c. Select the Required option for this task.

The results are shown in Figure 7-50.

Figure 7-50 Creating Upgrade Product task: General tab

Chapter 7. Building a simple solution: Part 1 253

4. On the Preconditions tab, complete the following steps to configure the

preconditions for the task, as shown in Figure 7-51:

a. Select A property condition is met.

b. Click Add condition to configure the first condition:

• For Property, select Upsale Opportunity

• For Operator, select =

• For Value, select True

c. Click Add condition to configure the next condition:

• For Property, select Upgrade Category

• For Operator, select =

• For Value, select Product

d. Click OK.

Figure 7-51 Preconditions for Upgrade Product Task

5. Click Move task, as shown in Figure 7-52.

Figure 7-52 Moving the Upgrade Product task option

254 Advanced Case Management with IBM Case Manager

6. Select Upsell Opportunity as the target container task and then click OK, as

shown in Figure 7-53.

Figure 7-53 Moving the Upgrade Product task to a container task

7. You can see the task moved to the container by clicking Go to subtasks of

Upsell Opportunity, as shown in Figure 7-54.

Figure 7-54 Opening the subtasks of Upsell Opportunity

7.5.4 Creating the Upgrade Plan task

Similar to the Upgrade Product task, the Upgrade Plan task is a subtask of the

Upsell Opportunity container task. It has property preconditions and belongs to

Upgrade Options set. Use the same procedure that is described in 7.5.3,

“Creating the Upgrade Product task” on page 251 to configure the Upgrade Plan

task. The preconditions for the Upgrade Plan task are shown in Figure 7-55 on

page 255.

Chapter 7. Building a simple solution: Part 1 255

Figure 7-55 Upgrade Plan task preconditions

7.5.5 Creating the Call Customer task

Similar to the Upgrade Product task and Upgrade Plan tasks, Call Customer is a

subtask of the Upsell Opportunity container task. However, it has no property

preconditions and does not belong to any set. Use the same procedure that is

described in 7.5.3, “Creating the Upgrade Product task” on page 251 to configure

the Call Customer task.

At this stage, the Upsell Opportunity container task contains the subtasks that

are shown in Figure 7-56.

Figure 7-56 Subtasks of Upsell Opportunity

7.5.6 Creating the Verify Billing task

As shown in Table 7-6 on page 247, the Verify Billing is an optional task. It

automatically starts when a Supporting document is filed into a case.

Complete the following steps to create the Verify Billing task:

1. On the Tasks page, click Add Task.

2. Select Task, as shown in Figure 7-57 on page 256.

256 Advanced Case Management with IBM Case Manager

Figure 7-57 Creating Verify Billing Task

3. On the General tab, enter Verify Billing as the name, select Task Starts:

Automatically and Optional.

4. On the Preconditions tab, complete the following steps to configure the task

preconditions:

a. Select A document is added to the case.

b. Select Document of a type defined for this case and Supporting

Document from the menu for the document type.

c. Add the following preconditions:

• Valid = True

• Complaint Category = Billing

d. Click OK.

Chapter 7. Building a simple solution: Part 1 257

The preconditions are shown in Figure 7-58.

Figure 7-58 Configuring the Verify Billing task preconditions

7.5.7 Creating the Verify Complaint task

As shown in Table 7-6 on page 247, the Verify Complaint is an optional task. It

automatically starts when the Complaint Category property is updated.

Complete the following steps to create the Verify Complaint task:

1. On the Tasks page, click Add Task and then select Task.

2. On the General tab, enter Verify Complaint as the name and select Task

Starts: Automatically and Required.

3. On the Preconditions tab, complete the following steps to configure the task

preconditions:

a. Select A case property is updated.

b. Select Complaint Category from the menu for case properties list.

c. Select Task is repeatable.

d. Click OK.

258 Advanced Case Management with IBM Case Manager

The preconditions are shown in Figure 7-59.

Figure 7-59 Configuring the Verify Complaint task preconditions

7.5.8 Creating the remaining tasks

Table 7-6 on page 247 shows a list of other tasks that must be created for the

solution. This section describes how to create them based on the configuration

and precondition windows that are provided for each task.

This section describes the creation of the following tasks:

򐂰 Review Product Complaint

򐂰 Review Non-Product Complaint

򐂰 Investigate Product Safety

򐂰 Send Corresponding Letter

򐂰 Close Complaint

򐂰 Investigate Employee

򐂰 Request Assistance

Creating the Review Product Complaint task

As shown in Table 7-6 on page 247, the Review Product Complaint task is an

optional task that automatically starts when a valid product-related complaint is

received.

Create the Review Product Complaint task with the configuration that is shown in

Figure 7-60 on page 259. Make sure that you select Task Starts: Automatically

and leave the Required option cleared because this is an optional task.

Chapter 7. Building a simple solution: Part 1 259

Figure 7-60 Creating Review Product Complaint

Configure the precondition as shown in Figure 7-61.

Figure 7-61 Configuring Review Product Complaint task preconditions

260 Advanced Case Management with IBM Case Manager

Creating the Review Non-Product Complaint task

The Review Non-Product Complaint task is similar to the Review Product

Complaint task. Use the same procedure that is described in “Creating the

Review Product Complaint task” on page 258. The preconditions for the “Review

Non-Product Complaint” task are shown in Figure 7-62.

Figure 7-62 Configuring Review Non-Product Complaint task preconditions

Creating the Investigate Product Safety task

The Investigate Product Safety task is an optional task that can be started

manually by a case worker. The task is created when the value of the Valid

property is equal to true and the value of the Complaint Category property is

equal to Product.

Add the task with the configuration as shown in Figure 7-63 on page 261. Make

sure to select the Task Starts: Manually option and leave the Required option

cleared to make it an optional task.

Chapter 7. Building a simple solution: Part 1 261

Figure 7-63 Configuring the General tab for Investigate Product Safety

Set the Preconditions for the Investigate Product Safety task as shown in

Figure 7-64.

Figure 7-64 Configuring the Investigate Product Safety preconditions

Creating the Send Corresponding Letter task

As shown in Table 7-6 on page 247, the Send Corresponding Letter task is a

required task. It automatically starts when a Correspondence document is filed

into a case.

262 Advanced Case Management with IBM Case Manager

Create the task with the configuration that is shown in Figure 7-65. Make sure to

select the Task Starts: Automatically and Required options.

Figure 7-65 Configuring the general tab for Send Corresponding Letter

For precondition setup, see Figure 7-66.

Figure 7-66 Configuring Send Correspondence Letter task preconditions

Chapter 7. Building a simple solution: Part 1 263

Creating the Close Complaint task

The Close Complaint task is a required task that can be started manually by a

case worker and does not feature any preconditions. Add the task with the

configuration that is shown in Figure 7-67.

Figure 7-67 Configuring the Close Complaint task

264 Advanced Case Management with IBM Case Manager

Creating the Investigate Employee task

As shown in Table 7-6 on page 247, the Investigate Employee task is a

discretionary task. A case worker can create this task at any time during a case

processing.

Add the task with the configuration as shown in Figure 7-68. Make sure that the

Discretionally option is selected for the “This task starts” field.

Figure 7-68 Configuring the general tab for Send Corresponding Letter

Creating the Request Assistance task

The Request Assistance task is another discretionary task. Add the task with the

configuration as shown in Figure 7-69 on page 265.

Chapter 7. Building a simple solution: Part 1 265

Figure 7-69 Configuring the general tab for Request Assistance

7.5.9 Reviewing task summary

After you edit the attributes for all of the tasks, the simple Customer Complaints

solution features required tasks, optional tasks, and discretionary tasks.

Figure 7-70 shows all of the required tasks for the Customer Complaints solution.

Figure 7-70 Required tasks for the Customer Complaints solution

266 Advanced Case Management with IBM Case Manager

Figure 7-71 shows all of the optional tasks for the Customer Complaints solution.

Figure 7-71 Optional tasks for the Customer Complaints solution

Figure 7-72 shows all of the discretionary tasks for the simple Customer

Complaints solution.

Figure 7-72 Discretionary tasks for the Customer Complaints solutions

Chapter 8. Building a simple solution:

Part 2

This chapter and Chapter 7, “Building a simple solution: Part 1” on page 211

describe how to build a simple solution. The use case that was introduced in

Chapter 2, “Typical case management applications” on page 23 is used to

provide step-by-step procedures to build the solution. Chapter 7, “Building a

simple solution: Part 1” on page 211 and this chapter show how to build a simple

case. Later chapters in this book build on this use case to show how to

implement more advanced features into the solution.

This chapter includes the following sections:

򐂰 Configuring workflow diagrams by using Step Designer

򐂰 Saving and validating the solution

򐂰 Deploying the Customer Complaints solution

򐂰 Testing the Customer Complaints solution

򐂰 Improving the solution

268 Advanced Case Management with IBM Case Manager

8.1 Configuring workflow diagrams by using Step

Designer

In this section, we show how to use the Case Manager Builder Step Designer to

create the workflow diagrams for the tasks that are listed in Table 7-6 on

page 247:

򐂰 Upgrade Product task

򐂰 Upgrade Plan task

򐂰 Call Customer task

򐂰 Verify Billing task

򐂰 Verify Complaint task

򐂰 Review Product Complaint task

򐂰 Review Non-Product Complaint task

򐂰 Investigate Product Safety task

򐂰 Send Corresponding Letter task

򐂰 Close Complaint task

򐂰 Investigate Employee task

򐂰 Request Assistance task

8.1.1 Creating the Upgrade Product task diagram

To create a workflow diagram for the Upgrade Product task, complete the

following steps:

1. Click the Go to subtasks icon on Upsell Opportunity container task.

2. Click the Edit steps icon to the right of the Upgrade Product task, which is

below the Edit Task icon, as shown in Figure 8-1.

Figure 8-1 The Open Step Editor (Edit steps) icon

Chapter 8. Building a simple solution: Part 2 269

3. The Step Designer interface opens, as shown in Figure 8-2. The Step

Designer window consists of horizontal sections that are known as

swimlanes. Other than the System swimlane, each new swimlane represents

a user role or workflow group. Steps are added to the swimlanes and the work

is routed between the steps by

connectors.

Figure 8-2 Using the Step Editor to design the Upgrade Product workflow task

Troubleshooting: If the swimlanes are missing when you open the Step

Editor, ensure that the current version of your browser is supported by IBM

Case Manager.

270 Advanced Case Management with IBM Case Manager

4. Click the Role Lane icon in the upper left of the Step Editor and drag it onto

the unused white space in the workflow pane. A role swimlane is added, as

shown in Figure 8-3.

Figure 8-3 Adding a role swimlane

Chapter 8. Building a simple solution: Part 2 271

5. The Step Editor assigns the default role to the new swimlane. To select a

different role, complete the following steps:

a. In the left pane, under Role Property, select the role from the Role

drop-down menu. For this Customer Complaints solution, select Sales

Agent, as shown in Figure 8-4.

Figure 8-4 Selecting the role for a swimlane

272 Advanced Case Management with IBM Case Manager

6. Drag a Step icon onto the Sales Agent swimlane. The result is shown in

Figure 8-5.

Figure 8-5 Adding a step to the swimlane

7. In the Step Properties pane (on the left), enter Communicate Upgrade Options

in the Name field. This process sets the step name.

8. Click the Edit icon to the right of the Case Properties field.

9. On the Case Properties tab, click Select Property.

Chapter 8. Building a simple solution: Part 2 273

10.Click Select all to choose all of the case properties as the step parameters,

as shown in Figure 8-6. Click OK.

Figure 8-6 Editing step properties

Remember: This example maps all of the case properties to data fields in

the task (workflow). However, only those fields that are required by the task

must be mapped.

274 Advanced Case Management with IBM Case Manager

11.Click the Connector tool, as shown in Figure 8-7. Drag the LaunchStep to the

center of the Communicate Upgrade Options step to connect the two steps.

Figure 8-7 Selecting the connector icon

Chapter 8. Building a simple solution: Part 2 275

The Case Manager Builder Step Designer uses an elastic band effect when

you connect the icons. The graphic then becomes a series of curves that

connect the two steps, as seen in Figure 8-8.

Figure 8-8 Connecting the two steps

12.Click the Validate icon to apply your changes and validate the task. If there

are validation errors, they are displayed in the lower left on the task.

13.Click Save and then Close to complete editing of the task workflow.

14.Click Save and Close to save and close the solution.

8.1.2 Creating the Upgrade Plan task diagram

Use the same procedure that is described in 8.1.1, “Creating the Upgrade

Product task diagram” on page 268 to create the following task diagram for the

Upgrade Plan task:

1. Select Sales Agent for the swimlane role.

2. Enter Communicate Plan Upgrade Options for the step name.

Tip: Save and Close the solution often to save the solution artifacts in the

design object store.

276 Advanced Case Management with IBM Case Manager

3. Select all case properties as the step parameters.

Figure 8-9 shows the task diagram for the Upgrade Plan task.

Figure 8-9 Upgrade Plan task diagram

8.1.3 Creating the Call Customer task diagram

Use the same procedure that is described in 8.1.1, “Creating the Upgrade

Product task diagram” on page 268 to create the following task diagram for the

Call Customer task:

1. Select Sales Agent for the swimlane role.

2. Enter Call Customer for the step name.

Chapter 8. Building a simple solution: Part 2 277

3. Select all case properties as the step parameter

Figure 8-10 shows the task diagram for the Call Customer task.

Figure 8-10 Call Customer task diagram

8.1.4 Creating the Verify Billing task diagram

Use the same procedure that is described in 8.1.1, “Creating the Upgrade

Product task diagram” on page 268 to create the following task diagram for the

Verify BIlling task:

1. Open the solution for editing.

2. On the Case Type tab, start the Step Editor for this task.

3. Select Billing Agent for the swimlane role.

4. Enter Verify Supporting Doc for the step name.

278 Advanced Case Management with IBM Case Manager

5. In the Step Properties pane, click Responses. Add Valid Billing and

Invalid Billing as the responses for Verify Supporting Doc step, as shown

in Figure 8-11. Click OK.

Figure 8-11 Adding response to a step

6. Select all case properties as the step parameters and click OK.

7. Drag the connector from the Launch Step to the Verify Complaint step.

8. Create another Billing Adjustment step in the Billing Agent swimlane.

9. Drag the connector from the Verify Supporting Doc to the Billing Adjustment.

Chapter 8. Building a simple solution: Part 2 279

10.Click the connector and select Valid Billing as the response from the

Connector Properties pane, as shown in Figure 8-12.

Figure 8-12 Select a response for a connector

11.Create Contact Center swimlane and add the Send Correspondence step to it.

280 Advanced Case Management with IBM Case Manager

12.Connect Verify Supporting Doc and Send Correspondence, and set the

response to Invalid Billing. The final task diagram for Verify Billing task is

shown in Figure 8-13.

Figure 8-13 Verify Billing task diagram

13.Validate, save, and close.

8.1.5 Creating the Verify Complaint task diagram

Use the same procedure that is described in 8.1.1, “Creating the Upgrade

Product task diagram” on page 268 to create the following task diagram for the

Verify Complaint task:

1. Open the solution for editing.

2. On the Case Type tab, start the Step Editor for this task.

3. Select Contact Center for the swimlane role.

4. Enter Verify for the step name.

5. Select all case properties as the step parameters and click OK.

Chapter 8. Building a simple solution: Part 2 281

6. Add a Rule Step into the System swimlane.

7. Enter Customer Rating for the rule step name.

8. Select Customer Rating Table for the rule name.

9. Drag the connector from the Launch Step to the Customer Rating step, and

from the Customer Rating step to the Verify Complaint step.

10.Validate, save, and close.

Figure 8-14 shows the task diagram for the Verify Complaint task.

Figure 8-14 Verify Complaint task diagram

8.1.6 Creating the Review Product Complaint task diagram

Use the same procedure that is described in 8.1.1, “Creating the Upgrade

Product task diagram” on page 268 to create the following task diagram for the

Review Product Complaint task:

1. Select Specialist for the swimlane role.

2. Enter Review Product Complaint for the step name.

3. Select all case properties as the step parameters.

282 Advanced Case Management with IBM Case Manager

Figure 8-15 shows the task diagram for Review Product Complaint task.

Figure 8-15 Review Product Complaint task diagram

8.1.7 Creating the Review Non-Product Complaint task diagram

Use the same procedure that is described in 8.1.1, “Creating the Upgrade

Product task diagram” on page 268 to create the following task diagram for the

Review Non-Product Complaint task:

1. Select Specialist for the swimlane role.

2. Enter Review Non-Product Complaint for the step name.

3. Select all case properties as the step parameters.

Chapter 8. Building a simple solution: Part 2 283

Figure 8-16 shows the task diagram for Review Non-Product Complaint task.

Figure 8-16 Review Non-Product Complaint task diagram

8.1.8 Creating the Investigate Product Safety task diagram

Use the same procedure that is described in 8.1.1, “Creating the Upgrade

Product task diagram” on page 268 to create the following task diagram for the

Investigate Product Safety task:

򐂰 Select Investigator for the swimlane role.

򐂰 Enter Investigate Product Safety for the step name.

򐂰 Select all case properties as the step parameters. Change the access

attribute to Read only for the following properties:

– Customer Telephone

– Customer Email

– Customer State

– Customer Rating

– Customer Number

284 Advanced Case Management with IBM Case Manager

– Customer Name

– Customer City

– Complaint Received Date

– Case Number

– Customer Address

The changed properties are shown in Figure 8-17.

Figure 8-17 Access attribute for the case properties in a step

Chapter 8. Building a simple solution: Part 2 285

Figure 8-18 shows the task diagram for the Investigate Product Safety task.

Figure 8-18 Investigate Product Safety task diagram

8.1.9 Creating the Send Corresponding Letter task diagram

This task is started when a document of type Correspondence is filed in the case.

The document must be attached to the task workflow.

Complete the following steps to create the Send Corresponding Letter task

diagram:

1. Complete the following steps to create the attachment that starts the task as a

property in the workflow:

a. Start the Step Builder for the Send Corresponding Letter task.

b. Click Manage Attachments at the top of the Step Editor.

c. Click Add Attachment.

d. In the Attachment Name field, enter CorrespondingLetter. Do not include

any spaces because Content Platform Engine does not allow spaces in

attachment name.

286 Advanced Case Management with IBM Case Manager

e. In the Prompt field, enter Corresponding Letter. Unlike the Attachment

Name, the Prompt field can have spaces. It represents the display name

for an attachment.

f. Click OK.

g. Select CorrespondingLetter from the Initiating Attachment field and click

Close, as shown in Figure 8-19. This process sets the

CorrespondingLetter attachment as a starting attachment for the task

workflow.

Figure 8-19 Creating the attachment so that it is available as a parameter to the step

2. Use the procedure that is described in 8.1.1, “Creating the Upgrade Product

task diagram” on page 268 to add a swimlane role and step and edit the

following step properties:

a. Select Contact Center for the swimlane role.

b. Enter Review Corresponding Letter for the step name.

Chapter 8. Building a simple solution: Part 2 287

c. Select all case properties. Select Read only for all the case properties that

were added as step parameters, as shown in Figure 8-20.

Figure 8-20 Adding case properties to the step in Read only mode

3. In the Step Properties pane, click the Edit icon to the right of the Attachments

field.

288 Advanced Case Management with IBM Case Manager

4. Click Select Attachment → CorrespondingLetter, as shown in Figure 8-21.

Click OK to accept the selection.

Figure 8-21 Selecting an attachment for a step

5. Click OK to finish selecting attachments.

6. Draw the connector from the Launch Step to the Review Corresponding Letter

step.

Chapter 8. Building a simple solution: Part 2 289

Figure 8-22 shows the task diagram for the Send Corresponding Letter task.

Figure 8-22 Send Corresponding Letter task diagram

The Send Corresponding Letter task also can contain a step that generates a

customer letter. This step uses a third-party tool to generate the letter to be sent

to the customer.

8.1.10 Creating the Close Complaint task diagram

Use the same procedure that is described in 8.1.1, “Creating the Upgrade

Product task diagram” on page 268 to create the following task diagram for the

Close Complaint task:

1. Select Specialist for the swimlane role.

2. Enter Review and Close for the step name.

3. Select all case properties as the step parameters.

290 Advanced Case Management with IBM Case Manager

Figure 8-23 shows the task diagram for Close Complaint task.

Figure 8-23 Close Complaint task diagram

8.1.11 Creating the Investigate Employee task diagram

The Investigate Employee task is a user-created task. When a case worker

creates this task, Case Manager Client presents the case worker with the Launch

Step page. The case worker can then enter the values for the properties and

attachments. These values are used to start the task workflow data fields and

attachments when the workflow is started.

Complete the following steps to create the Investigate Employee task diagram:

1. Complete the following steps to define the attachments for the task workflow,

as shown in Figure 8-24 on page 291:

a. Click Manage Attachments at the top of the Step Editor.

b. Click Add Attachment.

c. In the Attachment Name field, enter CorrespondingLetters (no spaces

allowed).

d. In the Prompt field, enter Corresponding Letters.

e. Click OK.

Chapter 8. Building a simple solution: Part 2 291

f. Repeat these steps for the attachment SupportingDocuments.

g. Click Close.

Figure 8-24 Defining attachments to use in the Investigate Employee task diagram

2. Update the step properties for the Launch Step by completing the following

steps:

a. Select Launch Step.

b. In the Step Properties panel, click the Edit icon to the right of the

Attachments field.

Requirement: For a case worker to see the attachment when they are

opening a work item, you must define the attachment by using Add

Attachments. After you define it, use step properties to add the attachment

to the step. The attachment must be created in each task that contains

steps where the attachment is shown.

292 Advanced Case Management with IBM Case Manager

c. Select CorrespondingLetters and SupportingDocuments from the

Select Attachment menu, as shown in Figure 8-25. Click OK to accept the

selection.

Figure 8-25 Adding attachments to the Launch Step

d. Click OK to finish adding attachments for the Launch Step.

e. In the Step Properties panel, click the Edit icon to the right of the Case

Properties field.

f. On the Case Properties tab, click Select Property.

g. Click Select all to choose all the case properties as the step parameters,

and then click OK.

h. In the Step Properties pane, click OK to save the changes for the Launch

Step.

3. Create the following role swimlane and step by using the procedure that is

described in 8.1.1, “Creating the Upgrade Product task diagram” on

page 268:

a. Select Manager for the swimlane role.

b. Enter Investigate Employee for the step name.

c. Select all case properties as the step parameters.

d. Draw the connector from the Launch Step to the Investigate Employee

step.

Figure 8-26 on page 293 shows the task diagram for the Investigate Employee

task.

Chapter 8. Building a simple solution: Part 2 293

Figure 8-26 Investigate Employee task diagram

8.1.12 Creating the Request Assistance task diagram

The Request Assistance is another user-created task. Use the procedure that is

described in 8.1.11, “Creating the Investigate Employee task diagram” on

page 290 to configure the Launch step and create the following task diagram:

1. For attachments, select SupportingDocuments.

2. For first role swimlane, select Contact Center.

3. Complete the following steps for the step on the Contact Center:

a. Enter Request Help as its step name.

b. For the case properties, select all properties.

c. For the attachment, select SupportingDocuments.

4. For the second role swimlane, select Specialist.

5. Complete the following steps for the step on the Specialist swimlane:

a. Enter Process Request as its step name.

b. For the case properties, select all properties.

c. For the attachment, select SupportingDocuments.

294 Advanced Case Management with IBM Case Manager

The Request Assistance task is shown in Figure 8-27.

Figure 8-27 Request Assistance task diagram

Chapter 8. Building a simple solution: Part 2 295

8.2 Saving and validating the solution

To complete the solution, save and validate it by completing the following steps:

1. From the Case Type window, click Save, as shown in Figure 8-28.

Figure 8-28 Saving the tasks

2. Click Validate, as shown in Figure 8-29.

Figure 8-29 Validating the case type

Remember: This validation is for this Case type and its collection of Tasks

only. This process does not validate the entire solution.

296 Advanced Case Management with IBM Case Manager

3. Click Save and Close to save the solution.

The solution is now complete. After you build the solution, you must deploy it in

an environment before you can use it.

8.3 Deploying the Customer Complaints solution

In the development environment, use Case Manager Builder to deploy the

solution by completing the following steps:

1. On the Manage Solutions page, select the Customer Complaints solution.

2. Click Deploy, as shown in Figure 8-30.

Figure 8-30 Deploying the Customer Complaints solution

3. Click Deploy to confirm and commit changes that were made on the solution

before deployment, as shown in Figure 8-31 on page 297.

Chapter 8. Building a simple solution: Part 2 297

Figure 8-31 Deploy confirmation to commit changes

After the deployment is completed, Case Manager Builder displays the

deployment status for the solution on the Manage Solutions page (a green

rounded icon with a check mark). For the simple Customer Complaints solution,

Case Manager Builder displays the successful deployment, as shown in

Figure 8-32.

Figure 8-32 Successful deployment message

Troubleshooting: If the deployment is unsuccessful, check the deployment

detail and deployment error logs from the More Actions menu, as shown in

Figure 8-33 on page 298.

The deployment might take some time to complete. The status bar shows the

deployment status.

298 Advanced Case Management with IBM Case Manager

Figure 8-33 Locating the deployment logs

8.4 Testing the Customer Complaints solution

The users Bill, Carl, Ian, Isabella, Mary, Steve, and Sally are used to create

cases and process the work for the roles that are specified in the sample

solution. Make sure to add these users to your LDAP server before you begin. If

you cannot add these users to your LDAP server, replace them with the

appropriate users from your LDAP.

After the successful deployment, test the solution by completing the following

steps:

1. From Case Manager Builder, click Test for the Customer Complaints solution,

as shown in Figure 8-34.

Figure 8-34 Testing the solution

Requirement: Follow the guidelines in the “Planning for IBM Case Manager

security” section in IBM Case Manager Information Center to give users

access to the cases and tasks.

Chapter 8. Building a simple solution: Part 2 299

2. The first time the solution is tested, members must be assigned to the roles

defined for the solution. After Case Manager Client displays the solution page,

click Customer Complaints → Manage Roles (as shown in Figure 8-35) to

assign users and groups to each role.

Figure 8-35 Select Manage Roles for the first time

The Manage Roles window is displayed for the solution, as shown in

Figure 8-36. You must assign members to each role to test your solution.

These members can be specific users or a group of users. Users and groups

are defined and maintained on the LDAP provider that is configured for your

IBM FileNet P8 Platform.

Figure 8-36 Manage Roles window

3. To add new members to a role, complete the following steps:

a. Highlight a role from the Roles pane.

300 Advanced Case Management with IBM Case Manager

b. Click Add Users and Groups. The Add Users and Groups window opens,

as shown in Figure 8-37.

Figure 8-37 Add Users and Groups window for a role

c. Select the appropriate directory server to use from the Directory

drop-down menu.

d. Select the type of member to add (User or Group) from the Search for

drop-down menu.

e. Enter the name of the user or group (or the first characters) and click

Search. A list of matching users (or groups) is listed in the Available panel.

f. Select the members that you want to add from the Available panel and

click the + icon to add the members to the role.

g. Click Add to save the members for the role.

4. Complete the process in step 3 to add the following users to each role:

– For the Billing Agent role, add Bill.

– For the Contact Center role, add Carl.

– For the Investigator role, add Ian and Isabelle.

– For the Manager role, add Mary.

– For the Specialist role, add Steve.

– For the Sales Agent role, add Sally.

5. Log out of Case Manager Client.

6. Log in as Carl to create a case.

Chapter 8. Building a simple solution: Part 2 301

7. Click Add Case → Complaint, as shown in Figure 8-38.

Figure 8-38 Selecting the Complaint case type for add case

Tip: If you use the same browser session as a different user login, clear

the browser cache before you log in.

302 Advanced Case Management with IBM Case Manager

Figure 8-39 shows the Add Case page for the Complaint case type.

Figure 8-39 Add Case window

8. Select Customer Information tab and enter the customer information, as

shown in Figure 8-40.

Figure 8-40 Entering the customer information

Chapter 8. Building a simple solution: Part 2 303

9. Enter the following information for Complaint Information and Flags:

– Enter 9876 for Case Number.

– Enter 1,500 for Total Transaction Amount.

– Set today’s date for Complaint Received date.

–Set 548-8759 for Part Number.

– Set the Category to Product.

– Set Valid flag to true.

– Set Upsale Opportunity flag to true.

10.Click Add to add the case.

11.To see the newly created case, complete the following steps:

a. Select the Cases tab.

b. Enter 12345 (or enter % to search for all cases) for the Case Number.

c. Click Search.

d. Click the Title link to open the case.

12.After the case is opened, select the Tasks tab to display the status of the

following tasks that are defined for this case type. Figure 8-41 on page 304

shows the task status for the selected case:

304 Advanced Case Management with IBM Case Manager

Figure 8-41 List of tasks for a running case

– The Send Corresponding Letter task is in the Waiting state because it is

waiting for a document of type Correspondence to be filed in the case.

– The Upsell Opportunity container task is started automatically when the

condition Upsale Opportunity = true is met.

– The Call Customer subtask of the Upsell Opportunity container task is

started automatically.

Chapter 8. Building a simple solution: Part 2 305

– The Upgrade Plan subtask is disabled because it belongs to an exclusive

set. The Upgrade Product subtask is already started when the

preconditions Upsale Opportunity = true and Upgrade Category = Product

are met. See Table 7-6 on page 247 for the list of exclusive tasks.

– The Review Product Complaint task is started because the conditions

Product Category = Product and Valid = true are met.

– The Close Complaint task is created but not started because it is a manual

task. Similarly, the Investigate Product Safety task is created but not

started because it is a manual task.

13.Click Close to close the case view.

14.Select the Work tab. Because Carl is logged in, Carl cannot process the work

item because there is no task that is associated to his role now. There are no

work items that are displayed in his in-basket.

15.To process the work item, log out as Carl and log in back as Steve.

Figure 8-42 shows the work item in the Specialist in-basket. Steve opens the

work item in the Specialist in-basket, sets the Complaint Status to

Processing, and completes the work.

Figure 8-42 In-basket for Specialist role

16.The case now has one completed task, as shown in Figure 8-43 on page 306.

306 Advanced Case Management with IBM Case Manager

Figure 8-43 Current completed tasks

17.The Contact Center creates a letter to inform the customer of the case status

in the Letter Templates folder and files it in the current case. File the

document to the subfolder Correspondence of the case instance. To file the

letter, complete the following steps:

a. Click the Documents tab of Case Information.

b. Double-click the Correspondence folder.

c. Click Add → Add Document from Local System, as shown in

Figure 8-44.

Figure 8-44 Selecting Add Document

Chapter 8. Building a simple solution: Part 2 307

d. Click Browse to locate a document in your local workstation.

e. By default, the Document Title is set to the name of the local document.

You can change the Document Title of the document.

f. For Class, select Correspondence.

g. Enter the Case Number.

h. Click Add to add the document to the case folder.

Figure 8-45 shows the Add Document window.

Figure 8-45 Selecting a document of the correct document type

308 Advanced Case Management with IBM Case Manager

18.The Send Corresponding Letter task is started automatically when a new

document is filed into the case, as shown in Figure 8-46.

Figure 8-46 Send Corresponding Letter task started

19.Carl processes the work for the Send Corresponding Letter task.

20.Sally processes the work for the Call Customer and Upgrade Product tasks,

which closes the possible upsell opportunity. Processing these two tasks

completes the Upsell Opportunity task.

21.Steve reviews the case information, then sets the Complaint Status to Close.

This step completes the work for the Close Complaint task.

Chapter 8. Building a simple solution: Part 2 309

All of the required tasks for the current case are completed, as shown in

Figure 8-47.

Figure 8-47 List of all completed tasks

8.5 Improving the solution

The example that is presented in this chapter and Chapter 7, “Building a simple

solution: Part 1” on page 211 is a simple solution. Solution development often

takes multiple iterations. The next iteration of solution development can improve

the following areas:

򐂰 Solution icon

򐂰 Property choice list

򐂰 Solution properties

򐂰 Document properties

򐂰 In-basket properties

310 Advanced Case Management with IBM Case Manager

It is beyond the scope of this book to provide detailed implementation steps for

these areas. These potential improvements are described to showcase the

improvements that you can build into the solution for future iterations.

8.5.1 Solution icon

The current default icon (as shown in Figure 8-48) might not depict the solution

properly. You might want to change it to another icon by selecting one of the

icons that are bundled with IBM Case Manager.

Figure 8-48 Current solution icon

8.5.2 Property choice list

Table 7-1 on page 218 lists the following case states: Open, Closed, Processing,

Pending, and On-Hold. To produce a case status report for the number of invalid

cases, you might want to have more choices, such as Invalid. By using this

choice, you can differentiate between cases that are closed because the case

workers resolve them, and those that the case workers determined were invalid.

8.5.3 Solution properties

You can manage the solution properties for the customer address better by

breaking up the address into smaller pieces. Instead of Address, Customer City,

and Customer State, you can have the properties Customer Street Address,

Customer City, Customer State, and Customer ZIP Code. You can then construct

the customer address by using these properties. Also, you might want to design

the properties for the customer address to handle the format differences between

nationalities.

8.5.4 Document properties

Currently, a document associates only with a single case property (the Case

Number). To search for the documents with different attributes, such as the

document’s received date and case priority, you must add more properties for the

documents.

Chapter 8. Building a simple solution: Part 2 311

8.5.5 In-basket properties

If you want to sort the in-basket by Customer Number and Case Number, you

can modify the in-basket definition to sort by Customer Number and Case

Number. Additionally, you can add filters to the In-basket definition to produce a

subset of activities.

312 Advanced Case Management with IBM Case Manager

Chapter 9. Migrating and deploying

solutions

After a solution is developed and tested, often it is necessary to migrate the

solution from a development environment to a testing or production environment.

This process can be involved, and can incorporate many tools and techniques.

With IBM Case Manager, we can use different migration models, depending on

the kind of asset that we want to migrate. This chapter describes the different

migration models, starting with describing the advantages for each approach and

suggesting how to combine the best of each one.

This chapter includes the following sections:

򐂰 Migration models and migration procedure overview

򐂰 Migration and deployment procedure overview

򐂰 Preparation

򐂰 Migration

򐂰 Deployment

򐂰 Configuration

314 Advanced Case Management with IBM Case Manager

9.1 Migration models and migration procedure overview

Multiple instances of IBM Case Manager that use distinct application server

instances are deployed to create different environments to serve various

purposes. The term

environment in this chapter describes a collection of servers

that often belong to a distinct IBM FileNet P8 domain that was created for one

particular purpose.

For example, you can have an environment for business analysts and solution

developers to create a solution, an environment for developers to perform

functional testing, and another testing environment for system integrators to test

everything. Lastly, every company has a production environment on which the

final tested solution is deployed for case workers to work on active and archived

cases.

In this section, we describe the differences between the traditional FileNet P8

application migration model and IBM Case Manager migration model and explain

the advantages for using each one when assets are migrated between

environments.

For simplification of explanation, we use the following abbreviations:

򐂰 DEV: Development

򐂰 UAT: User acceptance, testing, and quality assurance

򐂰 PROD: Production

9.1.1 Traditional FileNet P8 application migration model

In this migration model, an application moves in stages through multiple

environments. This movement is often expressed by using the following

shorthand:

DEV → UAT → PROD

If an issue is found in the UAT environment, a correction to the application can be

applied and tested directly in the UAT environment. After the user acceptance

tests pass, the application often is migrated directly from the UAT environment to

the PROD environment. The application modifications must then be separately

replicated to the development environment to bring the development version of

the application in sync with the version that was moved to the PROD

environment. It is critical to have well-defined processes in place to ensure that

application modifications are managed as a potentially bidirectional process

between the environments.

The stages are shown in Figure 9-1 on page 315.

Chapter 9. Migrating and deploying solutions 315

Figure 9-1 Traditional FileNet P8 application migration model

Although there are no strict requirements, the following requirements are

accepted preferred practices for these environments:

򐂰 Development must not be done in the same environment as the production

site.

򐂰 For the integrity of the test environment, it should be separate from

development. Segregating these activities in different environments avoids

the introduction of unwanted configuration changes or code changes by

developers before those changes are ready to be tested. It also allows for

verification of changes to be conducted in a clean environment by using

documented procedures to ensure that the results are well-understood and

repeatable.

򐂰 Similarly, segregating production from development and test avoids the

introduction of unwanted changes before those changes are ready to be put

into production.

򐂰 Highly advised is the use of the same LDAP foundation across all stages,

except the development environment. This yields more reliable security

testing and allows for scripts and procedures that are developed during

testing to be used when the same changes are applied to production.

򐂰 For most FileNet P8 application development efforts (traditional and those

supported by IBM Case Manager), the recommendation is to segregate the

environments by the FileNet P8 domain. The isolation that is achieved by this

approach is optimal to allow people to work simultaneously and

independently on the same project but in different phases without adversely

affecting each other. In particular, giving each environment its own FileNet P8

domain makes it easy to grant domain-wide permissions in each environment

to different groups.

316 Advanced Case Management with IBM Case Manager

For example, developers can be given full permission to configuration objects

in the development environment, but no permission to configuration objects in

the production environment.

9.1.2 IBM Case Manager solution migration model

The DEV, UAT, and PROD environments (as described in the previous section)

and the other environments also exist with an IBM Case Manager system. The

same recommendations for environment separation and other preferred

practices apply. However, the migration model for an IBM Case Manager solution

application differs in one important way from the traditional application migration

model.

To better control versions of the solution definition, the solution design tools

(Case Manager Builder and FileNet Process Designer) are only available in the

development environment. This configuration ensures that the solution, which is

the core of the solution application, follows a well-controlled modification

process. The solution definition is governed by using well-defined procedures

with a “one source” approach. The development environment manages the

solution definition and all other environments contain migrated versions that are

deployed to, but not edited in, those other environments.

Any issues that are found in UAT that require changes to the solution must be

resolved and tested first in the development environment. Then, the solution is

migrated and redeployed to the UAT environment for verification and further

testing. Therefore, the solution moves through the environments in stages: DEV

-> UAT, DEV -> PROD, as shown in Figure 9-2 on page 317.

Chapter 9. Migrating and deploying solutions 317

Figure 9-2 IBM Case Manager solution migration model

9.1.3 Using the best of both migration models

Some external factors can affect the overall solution application, but not affect the

core solution definition. As those aspects are modified and tested in the UAT

environment, the resulting configuration changes should be migrated directly

from UAT to PROD to reduce the risk of unforeseen issues. Aspects not affecting

the core and ideally managed without requiring solution redeployment include

the following examples:

򐂰 Security model changes and LDAP differences

򐂰 Audit definition requirements

򐂰 Translation of assets to support localization

The UAT environment can still be used to capture, potentially automate, and test

the configuration steps that are required to support the solution. If the UAT

environment for the IBM Case Manager system uses the same LDAP as the

production environment, then, as with the traditional application, the testing,

solution application installation, and configuration documentation and any

automation that is developed can be used directly when the solution is deployed

into the production environment.

318 Advanced Case Management with IBM Case Manager

Therefore, the solution and its supporting configurations can follow the following

distinct migration paths:

򐂰 Solution definition:

– DEV -> UAT

– DEV -> PROD

򐂰 Security and Audit Definition Configurations

DEV -> UAT -> PROD

򐂰 Localization

DEV -> UAT -> PROD

The core application migration path uses the IBM Case Manager solution

migration model where all assets should treat the development environment as

the “single source” for the solution application.

Depending on the circumstances, some FileNet P8 assets might originate in the

UAT or production environments. These assets include Content Platform Engine

object store metadata (property templates, document classes, or choice lists)

that exists in the enterprise that is reused when a new solution is designed.

Another example is Content Platform Engine workflow system assets that are

defined outside of IBM Case Manager that are incorporated into the solution,

such as a workflow system configuration or component queue. Following the

traditional application model, the definition of these assets might be modified in

the UAT environment and then must be migrated back to development.

Figure 9-3 on page 319 shows the migration paths.

Chapter 9. Migrating and deploying solutions 319

Figure 9-3 Advanced solution application migration

Incorporation of the traditional migration model for non-core aspects makes

available experiences and configurations from the testing environments when the

solution is migrated and deployed to the production environment.

The more environments that must be maintained, the more important it is to

produce a repeatable migration and deployment process to achieve the following

goals:

򐂰 Save time

򐂰 Reduce errors

򐂰 Reduce risks

򐂰 Ensure similarity among environments

򐂰 Reproduce problems reliably for troubleshooting and resolution

The outcome that is achieved by blending the traditional application migration

model with the IBM Case Manager solution migration model can meet those

goals by allowing a site to develop and automate a repeatable deployment

process in UAT. This repeatable process can then be used when the solution is

migrated and deployed into other environments, most especially production. The

following key tasks can be completed:

򐂰 Capture and automate repeatable process for moving solution to PROD

320 Advanced Case Management with IBM Case Manager

򐂰 Write clear instructions for the entire process capturing the following

important facts:

– Security credentials that are used and required

– Manual security changes

– Configuration tweaks needed and how the tweaks are applied

– Order in which assets must be migrated and deployed

򐂰 Test deployment plan and instructions in UAT

Figure 9-4 shows the overall migration and deployment process at a high level.

This reflects migrating and deploying from a development environment to a

non-development environment.

Figure 9-4 High-level process: Solution application migration DEV to UAT

9.2 Migration and deployment procedure overview

When you are migrating and deploying an IBM Case Manager solution

application, you must consider the following different types of assets:

򐂰 IBM Case Manager assets: These assets include assets that were created in

Case Manager Builder when the solution was designed.

Chapter 9. Migrating and deploying solutions 321

򐂰 Other IBM FileNet P8 assets: These assets are created by using FileNet P8

tools, not managed by IBM Case Manager.

򐂰 Other IBM and external assets: These assets are developed outside of IBM

Case Manager and FileNet P8 tools.

The overall migration and deployment procedure includes the following overall

steps:

1. Preparation:

a. Preparing IBM Case Manager assets

b. Preparing FileNet P8 assets

c. Preparing other IBM assets and external artifacts

2. Migration:

a. Migrating IBM Case Manager assets

a. Migrating FileNet P8 assets

a. Migrating other IBM and external artifacts

3. Deployment:

a. Deploying IBM Case Manager assets

b. Deploying FileNet P8 assets

c. Deploying other IBM and external artifacts

4. Configuration:

a. Configuring IBM Case Manager assets

b. Configuring FileNet P8 assets

c. Configuring other IBM and external artifacts

For more information about migrating and deploying of these assets, see the IBM

Case Manager 5.2 Solution Deployment Guide, which is available at this website:

https://www.ibm.com/developerworks/community/blogs/e8206aad-10e2-4c49-b

00c-fee572815374/entry/ibm_case_manager_5_2_solution_deployment_guide

This guide is divided into three parts and each part focuses on one of the three

types of assets. The content of this chapter is based on the guide. However, we

present the migration and deployment information in a sequential approach,

following the logical order of steps you perform during a solution migration.

You can use the procedure that is presented in this book as a checklist for your

application migration and deployment process. For more information, always

reference the guide.

The rest of the chapters in this book follow the overall procedure that is outlined

here for preparing, migrating, deploying, and configuring the solution.

322 Advanced Case Management with IBM Case Manager

9.3 Preparation

This phase is focused on the identification and preparation of all assets for the

migration process.

9.3.1 Preparing IBM Case Manager assets

When you are preparing IBM Case Manager assets, you must consider the

various aspects that are associated with the following tasks:

򐂰 Identifying solution application artifacts and assets.

򐂰 Assembling migration and deployment instructions.

򐂰 Performing one-time configuration and setup tasks.

Identifying solution application artifacts and assets

During the solution design and development phase, it is important to create and

maintain a solution package and supplemental material that represents a listing

of all assets in the entire solution application. As a part of this, information to help

the application migration and deployment process must be included. This

documentation is needed during the deployment phase and for future tracking

and change management purposes. When the solution application migration and

deployment is documented, the following items must be noted:

򐂰 A description of the IBM Case Manager solution components. These consist

of solution assets that are created during solution development by using the

Case Manager Builder and administration client. Solution assets are listed in

Table 9-1 on page 323.

򐂰 Any environment-specific references within the solution, such as a URL for

the website widget or a stored search for the ContentList widget. These

references must be mapped as a part of the solution migration.

򐂰 The solution roles and the LDAP users or groups that are required to

associate with the roles.

Chapter 9. Migrating and deploying solutions 323

Table 9-1 lists the assets to consider during the preparation stage.

Table 9-1 IBM Case Manager assets

Assembling migration and deployment instructions

A comprehensive set of tailored instructions should be written to document the

process to follow when a solution application is migrated from the development

environment to test or production environment. The document should include the

required tasks, their order of execution, configuration details and options, and the

roles (participants) that are involved in the processes with information about the

required system privileges.

Type Defined by

using

Location Migration tool Deployment

tool

Solution

definition

Case Manager

Builder

Design Object

Store (DOS)

Configuration

tool/

administration

client

Configuration

tool/

administration

client

Process

Engine

configuration

for solution

Case Manager

Builder,

Process

Designer

DOS Configuration

tool/

administration

client

Configuration

tool/

administration

client

Solution

workflow

collection

Case Manager

Builder,

Process

Designer

DOS Configuration

tool/

administration

client

Configuration

tool/

administration

client

Task

workflows

Case Manager

Builder,

Process

Designer

DOS Configuration

tool/

administration

client

Configuration

tool/

administration

client

Pages, views,

roles

Case Manager

Builder

DOS Configuration

tool/

administration

client

Configuration

tool/

administration

client

Case instance

security

Case Manager

administration

client

DOS Administration

client

Administration

client

Case history,

audit

configuration

Case Manager

administration

client

DOS Administration

client

Administration

client

324 Advanced Case Management with IBM Case Manager

Performing one-time configuration and setup tasks

After an application is migrated and deployed into a new system for the first time,

other configuration steps are often required to be performed in the new

environment. This also is true for an application that is built around IBM Case

Manager. These other steps are referred to collectively as

system configuration.

At the application and solution level redeployment, system configuration

information can be overwritten during the redeployment process and might need

respecification. However, most configuration steps do not need repeating. These

types of system configuration tasks and their procedures are specific to the

solution and its environment. These procedures are not described in this chapter.

However, in the next section of this chapter, we describe some one-time setup

tasks that are required by the FileNet P8 tools that are used for migrating other

FileNet P8 assets.

9.3.2 Preparing FileNet P8 assets

As you start to prepare for your migration of FileNet P8 assets, consider the

following areas:

򐂰 Object identifier and dependencies

򐂰 Source and destination environment compatibility

򐂰 Identifying and documenting other solution application assets

򐂰 Performing one-time configuration and setup tasks

Object identifier and dependencies

When objects are moved between multiple environments, you must consider

dependencies. Objects are often dependent on other objects in the object store,

the workflow system, or on external resources, as shown in the following

example:

򐂰 A workflow definition that contains references to attachments (document or

folder). Those attachments must exist in the specified object store in the

destination environment by the time the workflow definition is imported.

򐂰 An application’s stored search definition is an XML document in an object

store. The XML content references object stores by name and ID. This type of

dependency is automatically handled by FileNet Deployment Manager.

򐂰 A document references an external website that contains its content. This

type of dependency must be maintained manually.

򐂰 The extra effort of maintaining the dependencies in the destination

environment can be reduced by following the pattern of having stable GUIDs.

Not following the stable GUID pattern might require more deployment logic.

Chapter 9. Migrating and deploying solutions 325

Source and destination environment compatibility

Part of preparing to migrate any FileNet based application between environments

is ensuring the source and destination object stores are compatible. This process

includes the following tasks:

򐂰 Ensuring add-ons, which define classes or properties in the destination object

store (target environment) are the same as in the source object store (project

area or target environment)

򐂰 Considering the release levels of the software and deployment tools that are

used.

򐂰 Verifying all content to be deployed is checked in before the import process is

started.

򐂰 Planning the corresponding administrative groups in the source and

destination environments.

򐂰 Ensuring any services that are required by the solution application are

available when the solution and associated other assets are deployed.

Identifying and documenting other solution application assets

As described in 9.3.1, “Preparing IBM Case Manager assets” on page 322, it is

important to create and maintain a listing of all assets in the entire solution

application during the solution design and development phase. Table 9-2 lists

other FileNet P8 assets to be considered.

Table 9-2 Other FileNet P8 assets to be considered for solution deployment

Note: For more information, see the topic in IBM FileNet P8 5.2 Information

Center, which is available at this website:

http://pic.dhe.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.p8.com

mon.deploy.doc/deploy_ce_import_concepts.htm

Type Defined by

using

Location Migration tool Deployment

tool

Reused

Content

Platform

Engine

classes and

properties

Administration

Console for

Content

Platform

Engine

Target object

store

FileNet

Deployment

Manager

FileNet

Deployment

Manager

326 Advanced Case Management with IBM Case Manager

Reused

queues and

component

queues

Process

Configuration

Console

Target object

store

Process

Configuration

Console and

FileNet

Deployment

Manager

Process

Configuration

Console

Content

Platform

Engine

marking sets

Administration

Console for

Content

Platform

Engine

FileNet P8

domain

FileNet

Deployment

Manager

FileNet

Deployment

Manager

Content

Platform

Engine event

subscription

Administration

Console for

Content

Platform

Engine

Target object

store

FileNet

Deployment

Manager

FileNet

Deployment

Manager

Content

Platform

Engine code

module

Administration

Console for

Content

Platform

Engine

Target object

store

FileNet

Deployment

Manager

FileNet

Deployment

Manager

Content

Platform

Engine event

workflow

definition

Process

Designer

Target object

store

FileNet

Deployment

Manager

FileNet

Deployment

Manager

IBM FileNet

eForms for

FileNet P8

form template

IBM FileNet

eForms for

FileNet P8

designer

Target object

store

FileNet

Deployment

Manager

FileNet

Deployment

Manager

IBM Forms

form template

IBM Forms

Designer

Target object

store

FileNet

Deployment

Manager

FileNet

Deployment

Manager

Type Defined by

using

Location Migration tool Deployment

tool

Chapter 9. Migrating and deploying solutions 327

Performing one-time configuration and setup tasks

After an application is migrated and deployed into a new system for the first time,

the following tasks are often required to be performed in the new target

environment:

򐂰 Create FileNet Deployment Manager deployment tree.

If more than one FileNet Deployment Manager instance is used to perform the

export, import, and deploy process, a deployment tree must be created for

each FileNet Deployment Manager instance that is used.

򐂰 Create FileNet Deployment Manager environment.

This task is used to create environments in FileNet Deployment Manager to

enable the tool to connect to an Content Platform Engine environment.

9.3.3 Preparing other IBM assets and external artifacts

As described in 9.3.1, “Preparing IBM Case Manager assets” on page 322,

during the solution design and development phase, it is imported to create and

maintain a listing of all assets in the entire solution application. Table 9-3 on

page 328 summarizes other IBM and external artifacts to be considered.

Workplace

FileNet

Workplace XT

or IBM

Content

Navigator

search stored

in the FileNet

P8 repository

Workplace

FileNet

Workplace XT

or IBM

Content

Navigator

Target object

store

FileNet

Deployment

Manager

FileNet

Deployment

Manager

templates

Designer

Target object

store

FileNet

Deployment

Manager

FileNet

Deployment

Manager

Type Defined by

using

Location Migration tool Deployment

tool

328 Advanced Case Management with IBM Case Manager

Table 9-3 Other IBM and external assets

Solution

asset

Defined by

using

Location Migration tool Deployment

tool

IBM Content

Manager item

types

IBM Content

Manager

system

administration

client

IBM Content

Manager

library server

IBM Content

Manager

system

administration

client

IBM Content

Manager

system

administration

client

IBM Content

Navigator

desktop

IBM Content

Navigator

IBM Content

Navigator

configuration

database

IBM Content

Navigator

administration

tool

IBM Content

Navigator

administration

tool

IBM

Operational

Decision

Manager rules

project

(formerly

known as

WebSphere

ILOG® JRules

BRMS)

IBM

Operational

Decision

Manager Rule

Designer

IBM

Operational

Decision

Manager

Decision

Center

Reused IBM

Business

Process

Manager

processes

IBM Business

Process

Manager

Process

Designer

Process

center,

Process

server

Process

center

administration

tool

Process

center

administration

tool

IBM Content

Analytics with

Enterprise

IBM Content

Analytics with

Enterprise

administration

console

File IBM Content

Analytics with

Enterprise

administration

console

IBM Content

Analytics with

Enterprise

administration

console

Case Analyzer Process Task

Manager

OLAP

database

Process Task

Manager

Microsoft SQL

Server OLAP

Services

Cognos

Real-time

Monitoring

Cognos

Real-time

Monitoring

Workbench

Database for

Cognos

Real-time

Monitoring

Cognos

Real-time

Monitoring

Workbench

Chapter 9. Migrating and deploying solutions 329

9.4 Migration

The migration phase consists of exporting the assets from the source

environment, staging the solution definition in the destination staging object

store, and preparing to import the remaining assets into the destination

environment.

9.4.1 Migrating IBM Case Manager assets

By using information from the solution documentation, you prepare a solution

package for migration. To ensure that a consistent version of the solution is

packaged, freeze development activities for the solution to be migrated while the

assets are exported.

Custom widget External tool

(example:

Rational®

Application

Developer)

External tool External tool IBM Case

Manager

configuration

tool or

administration

client

IBM Content

Navigator

administration

tool

Application

Server's

administration

console

External Data

Service

External tool External tool External tool External tool

templates that

are checked in

as documents

Target object

store

FileNet

Deployment

Manager

Solution

asset

Defined by

using

Location Migration tool Deployment

tool

330 Advanced Case Management with IBM Case Manager

Figure 9-5 shows migration from a non-development environment, such as a test

environment, to another test environment where it can be tested, or the final

production environment where the solution is used by case workers.

Figure 9-5 Overview of basic solution migration from UAT to PROD

As shown in Figure 9-5, the migration process from a final UAT system to the

production system consists of the following steps:

1. Export the solution.

To export the deployed and tested solution from the development

environment, complete the following steps:

a. Log in to the IBM Case Manager administration client by using the

following URL:

http://<ICMserver_host:ICMserver_port>/navigator/?desktop=icmadmi

The following default URL is used when IBM WebSphere is used as the

application server:

http://<ICMserver_host>:9080/navigator/?desktop=icmadmin

Note: The freeze is accomplished by coordination between the users in the

development environment and the solution administrator who is performing

the export. Project planning and procedures should include how such a freeze

is communicated.

Chapter 9. Migrating and deploying solutions 331

For example, the default URL that is used when Oracle WebLogic is used

as the application server is shown in the following example:

http://<ICMserver_host>:7001/navigator/?desktop=icmadmin

b. Browse to the design object store for the development environment and

open it by completing the following steps:

i. Select the Solutions node in the navigation pane, as shown in

Figure 9-6.

ii. Select the wanted solution from the list on the right side. Use the

Actions drop-down menu and choose Export → Solution.

Figure 9-6 Export IBM Case Manager solution

c. In the Name the solution package dialog box, enter the Solution package

file name. Click Next.

d. Verify that the information about the Review the solution package to export

dialog box is correct. Click Finish to start the export process.

e. Wait for the processing to complete and confirm that the solution package

successfully exported.

f. Click Download and Close to use your browser to download the solution

package .zip file to a well-known location.

2. Export the security configuration manifest.

If a security configuration was created, you can export the manifest that can

be associated with the solution from the development or UAT environment.

The security configuration can be applied to the imported solution after it is

deployed. Before it is applied, the imported configuration can be edited to

incorporate any changes that are required by the security model or LDAP for

the destination environment.

332 Advanced Case Management with IBM Case Manager

To export the security configuration manifest, complete the following steps:

a. Log in to the IBM Case Manager administration client by using the

following default URL:

http://<ICMserver_host:ICMserver_port>/navigator/?desktop=icmadmi

b. Open the wanted design (development environment) or staging

(non-development) object store.

c. Select the Solutions node in the navigation pane.

d. Select the wanted solution from the list on the right side. Use the Actions

drop-down menu and choose Export → Security Configuration, as

shown in Figure 9-7.

Figure 9-7 Export security configuration

e. In the Name the package and select security manifests to export dialog

box, enter the Configuration package file name. From Available manifests,

select the security configuration manifest to export. Click Next, as show in

Figure 9-8 on page 333.

Chapter 9. Migrating and deploying solutions 333

Figure 9-8 Exporting security configuration manifest

f. Verify that the information in the Name the security configuration dialog

box is correct. Click Finish to start the export process.

g. Wait for the processing to complete and confirm the configuration package

successfully exported.

h. Click Download and Close to use your browser to download the

configuration package .zip file to a well-known location.

3. Import the solution.

Use the IBM Case Manager administration client to import a solution package

that was previously exported from another environment. The exported

solution package includes all assets that were created for the solution in Case

Manager Builder.

Note: When a solution package or a deployment package is reimported,

service data mappings that are submitted through the IBM Case Manager

or FileNet Deployment Manager tools can appear not to be applied. This

might happen when the package contains a document object asset where

the service mapping applies to the content and that asset exists in the

destination object store with the same ID. For more information about

actions that can be taken if this occurs, see “Reimport of assets with

content containing environment-specific references” in IBM Case Manager

Information Center, which is available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0

334 Advanced Case Management with IBM Case Manager

Complete the following steps to import the solution:

a. Log in to the IBM Case Manager administration client by using the default

URL:

http://<ICMserver_host:ICMserver_port>/navigator/?desktop=icmadmi

b. Open the desired staging (non-development) object store.

c. Click Solutions → Import → Import Solution to start the import solutions

wizard, as shown in Figure 9-9.

Figure 9-9 Importing solution

d. In the Solution package file name field, enter or browse to the .zip file that

contains the solution package to be imported. Click Next, as shown in

Figure 9-10.

Figure 9-10 Select solution package to import

e. Review the information in the Review the solution package to import dialog

box. Check the Replace existing solution option at the bottom of the

dialog box so that the import updates the existing solution definition.

Chapter 9. Migrating and deploying solutions 335

f. Click Next.

g. In the Map users and groups dialog box, click Search to select the user or

group to map to values that are valid for this environment.

h. Map all users and groups to users and groups that are valid in the

destination environment LDAP. Users can be mapped to groups and

multiple users or groups can be mapped to the same user or group (as

shown in Figure 9-11). The information that is captured during the

preparation phase helps with choosing the mappings.

Figure 9-11 Map users and groups

i. Click Finish and verify that the import completed successfully, as shown in

Figure 9-12 on page 336.

Note: Not selecting this option results in an import error if the solution

exists in the destination environment.

336 Advanced Case Management with IBM Case Manager

Figure 9-12 Verify solution import results

4. Import security configuration manifest.

LDAP differences are managed by editing the security configuration after it is

imported, but before it is applied to the deployed solution. The security

configuration wizard indicates which security principles are invalid and must

be corrected. For more information about the security configuration manifest

import operation, see the IBM Case Manager topic “Importing the security

configuration”, which is available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.case

mgmt.design.doc/acmdc055.htm

For a comprehensive description of the contents of the security configuration

manifest and other concepts that are related to security, see the IBM Case

Manager 5.2 Information Center topic “Security”, which is available at this

website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.case

mgmt.design.doc/acmsc000.htm

Complete the following steps to import the security configuration manifest:

a. Log in to the IBM Case Manager administration client by using the

following default URL:

http://<ICMserver_host:ICMserver_port>/navigator/?desktop=icmadmi

b. Open the wanted staging (non-development) object store. Click

Solutions → Import → Import Security Configuration to start the

import solutions wizard.

Chapter 9. Migrating and deploying solutions 337

c. In the Security configuration package file name field, enter or browse to

the .zip file that contains the security configuration package to be

imported, as shown in Figure 9-13. Click Next.

Figure 9-13 Import security configuration

d. Review the information in the Verify the selected security configuration

information dialog box. Click Finish to start the import process, as shown

in Figure 9-14.

Figure 9-14 Verify security configuration information

e. Verify that the security configuration was successfully imported. Click

Close to close the wizard.

338 Advanced Case Management with IBM Case Manager

5. Edit security configuration.

As shown previously in this section, the scenario starts with a security

configuration manifest that is migrated with the solution package as a part of

the overall solution application package. However, the security configuration

must be modified to reflect the LDAP for the destination environment. It is

assumed that the proper users and groups are in the test or production LDAP

before editing the security configuration.

Complete the following steps to edit the security configuration:

a. Log in to the IBM Case Manager administration client by using the

following default URL:

http://<ICMserver_host:ICMserver_port>/navigator/?desktop=icmadmi

b. Open the wanted staging (non-development) object store. Select the

Solutions node in the navigation pane. Select the wanted solution from

the list on the right side. Use the Actions drop-down menu and choose

Configure → Security, as shown in Figure 9-15.

Figure 9-15 Edit security configuration

c. Complete the following steps in the Create or edit a security configuration

dialog box:

i. Choose Edit a security configuration, as shown in Figure 9-16 on

page 339.

ii. From the list of security configuration manifests that are associated

with this solution that appears at the bottom of the dialog box, select

the security configuration manifest that was created or imported.

iii. Click Next.

Chapter 9. Migrating and deploying solutions 339

Figure 9-16 Selecting security configuration to edit

d. Complete the following steps in the Name the security configuration dialog

box:

i. In the drop-down menu for the Target environment name, choose the

target environment definition that contains the deployed solution to

which the security configuration is applied, as shown in Figure 9-17.

Figure 9-17 Name the security configuration

ii. Click Next.

340 Advanced Case Management with IBM Case Manager

e. Complete the following steps in the Modify permissions for roles dialog

box:

i. Review the specifications for case types, roles, and permissions that

were created by the business analyst and solution developer in the

source environment. These specifications often do not need to be

modified, especially if the solution migration is between a test and

production environment.

ii. Click Next to proceed.

f. Complete the following steps in the Define the administrators and assign

privileges dialog box:

i. Click Add to add the users and groups that administer the solution

deployment.

ii. Click Remove to remove the users and groups that should not be

administrators for the deployed solution.

iii. Click Save to save any changes.

iv. Click Next.

Note: The Invalid column contains an indication of which users and

groups are not valid for the destination target environment LDAP. These

entries must be removed.

At least one valid entry must be added to ensure that a user has the

permissions that are needed to administer the solution. The following

preferred practices are helpful:

򐂰 Add the user who is editing the security configuration manifest so

that user can make further modifications after the security

configuration is applied later. In this example, this user is ceadmin.

Notice that the Remove button is disabled for this user so the entry

cannot be removed after it is added.

򐂰 Add a group that holds all users that can act as solution

administrators. Groups are easier to manage than lists of users that

are added directly to the security configuration.

Chapter 9. Migrating and deploying solutions 341

g. In the Associate users and groups with roles dialog box, review the

specifications that were entered when the security configuration manifest

was created or modified in the source for the destination environment, as

shown in Figure 9-18.

Complete the following steps to remove a group or user entry:

i. Expand the wanted role.

ii. Select the user or group entry to be removed.

iii. Click Remove.

Figure 9-18 Remove user or group entry

Complete the following steps to add users and groups:

i. Use Add to open the Associate users and groups to role dialog box.

ii. Select the wanted users and groups to all the roles (see step h).

h. Complete the following steps in the Associate users and groups to role

dialog box, as shown in Figure 9-19 on page 342:

i. Confirm that the wanted role appears in the Role drop-down menu.

ii. Use the search icon to search for users or groups who are appropriate

for this role.

iii. Add the wanted users and groups from the result set.

iv. Repeat these steps until all of the required users and groups for the

particular role are selected.

342 Advanced Case Management with IBM Case Manager

Figure 9-19 Associate users and groups to role

v. Click Add to confirm your choices.

vi. When you return to the Associate users and groups with roles dialog

box, expand the selected role to see your additions, as shown in

Figure 9-20.

Figure 9-20 Verify users or groups association

vii. Click Save to save any changes.

viii.Click Next to proceed.

i. In the Apply the security configuration dialog box, click Save to confirm

your choices, as shown in Figure 9-21 on page 343.

Chapter 9. Migrating and deploying solutions 343

Figure 9-21 Apply security configuration changes

j. Close the Configure Security tab.

9.4.2 Migrating FileNet P8 assets

The process of migrating FileNet assets involves a series of tasks. This section

describes the following tasks that must be performed:

1. Export FileNet workflow system configuration.

Export the required Content Platform Engine Workflow System assets from

the target object store in the project area of the development environment

where the solution application was created and tested. Required Workflow

System assets are those that were created with the Process Configuration

Console or Process Designer when they were not started from Case Manager

Builder or not in solution edit mode.

2. Export FileNet Content Manager assets.

Export the required FileNet Content Manager assets from the target object

store in the project area of the development environment where the solution

application was created and the unit was tested.

Note: Do not select the Apply the security configuration option now.

The security configuration is applied after the solution is deployed.

Note: For more information about a complete scenario for this security

configuration sample, see Part 1 of IBM Case Manager 5.2 Solution

Deployment Guide, which is available at this website:

https://www.ibm.com/developerworks/community/blogs/e8206aad-10e2-

4c49-b00c-fee572815374/entry/ibm_case_manager_5_2_solution_deploy

ment_guide

344 Advanced Case Management with IBM Case Manager

3. Create security principals half map.

For a source half map, it is best to retrieve principal data from the deployment

datasets that were created when the FileNet Content Manager assets were

exported. This creates a relatively small source security principals half map

that contains only the security principals that are referenced by the assets

that were exported.

4. Create services half map.

This task is optional, depending on the solution application design. A common

example includes the IBM Forms form template that contains a web services

reference that must be mapped to a valid value for the destination

environment. Service information can be extracted from the following sources:

– FileNet Content Manager deployment dataset that contains documents

whose content can be processed by FileNet Deployment Manager to

extract the service data.

– FileNet workflow system configuration export file.

– Service half map for the source FileNet Deployment Manager

environment.

5. Create FileNet Deployment Manager deployment package.

In FileNet Deployment Manager, a deployment package is a compressed file

of deployable assets that FileNet Deployment Manager can use to migrate

them into a different environment.

6. Extract FileNet Deployment Manager deployment package.

Prepare the FileNet Deployment Manager instance on the destination

environment: You often start this task by expanding the deployment package

that was created during the export of the FileNet P8 assets, which contains

the source environment half maps and the deployment datasets to be

converted and imported.

7. Create security principals half map.

In the source environment, the deployment dataset is used to filter the LDAP

repository for the destination environment and avoid a time-consuming

download when the LDAP population is large. For the destination

environment, a deployment dataset is not available. Use the information that

was gathered in the preparation phase regarding the security principals that

are used for the destination environment to create a label file. Use this label

file (in FileNet Deployment Manager) to filter the security principals that are

retrieved from the LDAP information.

Chapter 9. Migrating and deploying solutions 345

8. Create services half map.

To create the services half map for the destination environment, a short cut is

available. Often, mapping services are done by editing host and port

specifications in a set of URLs. The FileNet Deployment Manager services

mapping mechanism allows for the direct editing of the services information to

easily correct those values to reflect a new environment.

9. Create source-destination pair with data mappings.

The source-destination pair identifies the source and destination

environments to use for a specific deployment. The data that is gathered for

the pair includes the wanted mappings between the environments for

corresponding object stores, security principals, and services.

10.Convert deployment dataset by using mapping data.

The convert operation uses the export deployment dataset and the data maps

to convert the source objects with information that is specific to the

destination environment. During the conversion process, errors can occur

when unmapped entries are present in the deployment dataset that is

converted. An unmapped entry is benign if it is not referenced in the exported

data.

11.Generate change analysis report.

Change Impact Analysis is an information-only operation that reports on but

does not modify the destination environment. The report includes warnings

and errors for potential import issues. It also includes sizing and other data

that reflects the change impact analysis.

9.4.3 Migrating other IBM and external artifacts

The following samples of external assets can be considered in the migration

process:

򐂰 Package custom widget

򐂰 Exported IBM Content Navigator desktop

Note: For more information about a complete scenario for this security

configuration sample, see Part 3 of IBM Case Manager 5.2 Solution

Deployment Guide, which is available at this website:

https://www.ibm.com/developerworks/community/blogs/e8206aad-10e2-4c4

9-b00c-fee572815374/entry/ibm_case_manager_5_2_solution_deployment_g

uide

346 Advanced Case Management with IBM Case Manager

9.5 Deployment

Deploying the solution creates the objects that are required for solution

execution. The deployment procedures are explained in this section.

9.5.1 Deploying IBM Case Manager assets

The following tasks must be considered when you are deploying an IBM Case

Manager solution:

1. Suspend and backup the system.

Before any system modification, it is prudent to back up the portions of the

system that are affected by the changes. For the best possible backup,

activity on the system should be temporarily suspended. This allows a

consistent snapshot of all of the related data to be captured. You must plan to

suspend the system by using locally defined procedures. Include in your

planning how the system and solution administrators access the system to

perform the necessary solution deployment and system configuration tasks.

For more information about backups, see “Backing up your system” in the IBM

Case Manager Information Center, which is available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.case

mgmt.design.doc/acmad003.htm

2. Deploy the solution.

Deploy the imported solution to the wanted project area or target

environment. You also must deploy more assets and import customization

first. For more information, see the Checklist appendix in Part 1 of the

deployment guide, then you can deploy the solution.

If the destination environment is a development environment, the solution is

deployed for testing by using the Case Manager Builder. The following

procedures assume that the destination environment is a non-development

environment, test or production, and the solution is deployed by using the IBM

Case Manager administration client:

a. Log in to the IBM Case Manager administration client by using the

following default URL:

http://<ICMserver_host:ICMserver_port>/navigator/?desktop=icmadmi

b. Complete the following steps to open the wanted staging

(non-development) object store:

i. Select the Solutions node in the navigation pane.

Chapter 9. Migrating and deploying solutions 347

ii. Select the imported solution from the list on the right side. Use the

Actions drop-down menu and click Deploy, as shown in Figure 9-22.

Figure 9-22 Deploy case solution

c. In the Target environment name drop-down menu in the Select the target

object store dialog box, choose the target environment definition name for

the target environment to which the solution is deployed. Click Next.

d. In the Review the solution to deploy dialog box, verify the information and

click Finish and then verify that deploy completed successfully, as shown

in Figure 9-23.

Figure 9-23 Review deployed solution

e. Click View Log to save the log for later reference. It is recommended that

you choose a file naming scheme and location so these logs can be used

to retain a history of the changes that are applied to the system.

Open and review the saved log to verify that the solution deployed as

expected.

348 Advanced Case Management with IBM Case Manager

9.5.2 Deploying FileNet P8 assets

The following tasks must be considered when FileNet P8 assets are deployed:

1. Import FileNet Content Manager assets.

Use FileNet Deployment Manager to import assets that are contained in the

expanded deployment package. Import options are used to ensure that a set

of exported assets is consistent when imported. The following import options

often are used when a solution application is migrated:

– Import Object ID: This ensures that for an asset that is stored as a

document (such as a form template or workflow attachment), the

association to a specific document object version is retained.

– Always Update vs. Update if newer: Because it is important for a solution

application deployment to fully replicate the design from the source

development environment, the use of the Always Update option is typical.

However, if your business needs require that assets that are modified

directly in the target environment take precedence over older changes

from the IBM Case Manager development environment, you can select the

Update if newer option.

2. Import FileNet workflow system assets.

Import the required Content Platform Engine Workflow System assets into the

target environment where the solution application is deployed.

9.5.3 Deploying other IBM and external artifacts

The following tasks must be considered when other IBM and external artifacts

are deployed:

򐂰 Deploy and register widgets.

For a custom widget to be deployed with an IBM Case Manager solution, the

widget package must be registered with the IBM Case Manager server and

registered as a plug-in with IBM Content Navigator server in the target

environment. For more information, see 10.5.7, “Deploying the custom widget

package” on page 400.

Note: To quickly see all of the solutions that are deployed in the test or

production environment, use the following Case Manager Solutions List link

from the IBM Case Manager API deployment information URL, default value:

http://<ICMserver_host:ICMserver_port>/CaseManager/CASEREST/v1/info

Chapter 9. Migrating and deploying solutions 349

򐂰 Import desktop.

An IBM Content Navigator desktop is created in the target environment.

9.6 Configuration

After a solution is migrated and deployed, more system configuration steps might

be required (depending on the features of the solution). These configurations

steps are described in this section.

9.6.1 Configuring IBM Case Manager assets

In this section, we describe only the following configurations that are managed by

using the IBM Case Manager administration client:

򐂰 Security configuration

򐂰 Audit configuration

Complete the following steps to configure Case Manager assets:

1. Apply the security configuration.

This task shows how an existing security configuration manifest that was

created or edited to accommodate the requirements in the test or production

environment is applied to the deployed solution. You start with a security

configuration manifest that was migrated with the solution package as a part

of the overall solution application package. Then, you modify the security

configuration manifest to reflect the LDAP for the destination environment.

Complete the following steps to apply the security configuration:

a. Log in to the IBM Case Manager administration client by using the

following default URL:

http://<ICMserver_host:ICMserver_port>/navigator/?desktop=icmadmi

Note: Other configurations outside of the IBM Case Manager administration

client scope are described in the Part 2 of IBM Case Manager 5.2 Solution

Deployment Guide, which is available at this website:

https://www.ibm.com/developerworks/community/blogs/e8206aad-10e2-4c4

9-b00c-fee572815374/entry/ibm_case_manager_5_2_solution_deployment_g

uide

350 Advanced Case Management with IBM Case Manager

b. Open the wanted staging (non-development) object store and complete

the following steps:

i. Select the Solutions node in the navigation pane.

ii. Select the wanted solution from the list on the right side.

iii. Click Actions → Configure → Security, as shown in Figure 9-24.

Figure 9-24 Apply Security Configuration

c. In the Create or edit a security configuration dialog box, click Edit a

security configuration.

From the list that appears at the bottom of the window, select the security

configuration manifest that was created or imported and edited for this

environment. Click Next.

d. In the Name the security configuration dialog box, complete the following

steps:

i. In the drop-down menu for the Target environment name, choose the

target environment definition that contains the deployed solution to

which the security configuration is applied.

ii. Click Next, as shown in Figure 9-25 on page 351.

Chapter 9. Migrating and deploying solutions 351

Figure 9-25 Choosing target environment to apply security configuration

e. For each subsequent dialog, review the information for accuracy, then click

Next.

Repeat this step until the Apply the security configuration dialog box

opens.

f. Making the following selections in the Apply the security configuration

dialog box:

• Apply the security configuration to ask the system to use the

security configuration manifest to apply the security configuration to the

deployed solution in the selected target environment.

• Apply the role membership to ask the wizard to configure the role

memberships. This takes the place of the use of the Manage Roles

operation in IBM Case Manager 5.2 Case Manager Client.

• Apply to all discretionary tasks to ask the wizard to apply the

specified security to all discretionary tasks in the solution. Use this

option often provides a starting point. Then, security is further refined

manually by using ACCE to customize access to individual

discretionary tasks.

Click the Apply button to start the process, Figure 9-26 on page 352.

352 Advanced Case Management with IBM Case Manager

Figure 9-26 Apply security configuration

g. Verify that the process completes successfully, as shown in Figure 9-27.

Figure 9-27 Review security configuration

h. Click View Log to save the log for later reference. It is recommended that

you choose a file naming scheme and location so these logs can be used

to retain a history of the changes that are applied to the system. Open and

review the saved log to verify that security was applied as expected.

2. Modify and verify.

After completing the deployment and configuration process, we might need to

make some final configurations and verify that solution process is complete

and consistent. The following tasks are common in this stage:

a. Optional modification of existing case instances.

Changing a solution and redeploying it can affect existing case instances.

IBM Case Manager tools help modifying existing case instances, including

precondition checking and case synchronization.

Chapter 9. Migrating and deploying solutions 353

b. Verify deployed solutions.

Before releasing the system for testers or case workers to use, the

deployed solution should be tested to verify that all of its components are

working correctly. The tests are specific to the solution and vary depending

on the features of the solution and behaviors of its cases. The following

sample of tests might be run from Case Manager Client:

• Access the newly deployed solution from Case Manager Client.

• Use the Add Case feature to create a case instance. Verify that the

preconditions for the case are met.

• Use the search case function to find the case instance that was

created.

• Open the case and visit various pages while reviewing the data that is

displayed in the views.

c. Open and complete a work item from an in-basket to verify that the

workflow system is operating properly.

d. Repeat the tests by using different user accounts that belong to groups

that are assigned to different roles. Confirm that the assigned permissions

reflect the expected behavior for the roles.

9.6.2 Configuring FileNet P8 assets

In this section, we describe how to configure a component queue that is

referenced by the solution application that we migrated. This is one example of

configuration steps that might be required for other FileNet P8 assets after a

solution is migrated and deployed.

For a component queue, the Adapter and Operations tabs contain information

that is brought to the destination system with the export and import of the queue

definition by using the Process Configuration Console. Some properties might

need modification to reflect the destination system. For example, the JAAS

credentials often must be updated to reflect the correct user account for

processing the component queue on the target environment.

Note: For more information about redeployment restrictions and

synchronizing cases with case type changes, see the IBM Case Manager 5.2

Information Center topic “Synchronizing cases with solution data”, which is

available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.case

mgmt.design.doc/acmdr005a.htm

354 Advanced Case Management with IBM Case Manager

For more information about the Java adapter and its properties, see “Creating a

component queue” in the FileNet P8 Information Center, which is available at this

website:

http://pic.dhe.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.p8.pe.con

figui.doc/bpfc084.htm

9.6.3 Configuring other IBM and external artifacts

The following examples of configuration steps are required for other IBM and

external artifacts:

1. Register target environment on desktop.

In this step, you register the target environment to which the solution was

deployed. You can register target environments for a test environment or

production environment by using the IBM Case Manager configuration tool or

administration client.

2. Complete IBM Content Navigator desktop configuration.

Because the source environment and the target environment are different,

more configuration is often required before the imported desktop is usable.

For more information about common issues and their resolution, see Part 3 of

the Solution Deployment Guide, which is available at this website:

https://www.ibm.com/developerworks/community/blogs/e8206aad-10e2-4c4

9-b00c-fee572815374/entry/ibm_case_manager_5_2_solution_deployment_g

uide?lang=en

Note: For more information about a complete example for this configure step,

see Part 2 - phase 4 of the Solution Deployment guide, which is available at

this website:

https://www.ibm.com/developerworks/community/blogs/e8206aad-10e2-4c4

9-b00c-fee572815374/entry/ibm_case_manager_5_2_solution_deployment_g

uide

Part 3 Solution

customization and

advanced topics

This part describes IBM Case Manager solution customization topics, such as

user interface customization, development, rules, security, and advanced topics.

This part includes the following chapters:

򐂰 Chapter 10, “User interface and widgets” on page 357

򐂰 Chapter 11, “Customization topics” on page 411

򐂰 Chapter 12, “Advanced solution topics” on page 453

򐂰 Chapter 13, “Business rules” on page 507

򐂰 Chapter 14, “Integration points” on page 545

Part 3

356 Advanced Case Management with IBM Case Manager

Chapter 10. User interface and widgets

This chapter describes the user interface of IBM Case Manager solutions. The

chapter introduces working with default widgets, creating a custom widget with

Model API and Dojo, manipulating pages in Page Designer, controlling payloads,

and customizing the runtime appearance.

This chapter includes the following sections:

򐂰 User interface navigation

򐂰 Understanding page types and custom pages

򐂰 Accessing the Properties View Designer

򐂰 Using default widgets and their payloads

򐂰 Creating and deploying a custom widget

򐂰 Creating a custom task

򐂰 Using the Timeline Visualizer and Instruction widgets

358 Advanced Case Management with IBM Case Manager

10.1 User interface navigation

In IBM Case Manager, users can navigate easily between Case Manager Builder

and Case Manager Client. The user interface for Case Manager Builder allows

business analysts to design and develop case solutions through multiple tabs

and tools. The user interface for Case Manager Client provides case workers

with customized page layouts and tabbed views. To open Case Manager Client

from Case Manager Builder, click the Test link on a specified solution within

Case Manager Builder.

10.1.1 Navigating Case Manager Builder

With the Customer Complaints Solution deployed and in edit mode in Case

Manager Builder, the tabs list the properties, roles, in-baskets, document types,

pages, and case types, as shown in Figure 10-1.

Figure 10-1 Viewing the tabs in Case Manager Builder

Chapter 10. User interface and widgets 359

10.1.2 Navigating Page Designer

Within Case Manager Builder, Page Designer allows business analysts to design

the page layout, widget event wiring, widget settings, and appearance of pages.

Page Designer is where preinstalled widgets and custom widgets are wired to

other widgets on the page. By using Page Designer, you also can edit the

settings of the preinstalled and custom widgets on the page.

After the changes on a page are saved, the business analyst must deploy the

solution before the changes are seen on the page in Case Manager Client.

Widget palette area

The preinstalled widgets and the custom widgets are in the widget palette area of

Page Designer, as shown in Figure 10-2. The preinstalled widgets are

categorized into Case widgets and Utility widgets. Custom widgets that have a

custom category also appear here. Business analysts can drag widgets from the

widget palette area to the main layout area to add them to the page.

Figure 10-2 Widget palette area in Page Designer

360 Advanced Case Management with IBM Case Manager

Main layout area

The main layout area of Page Designer, as shown in Figure 10-3, is where the

widgets are displayed on the page and where they are added, deleted,

rearranged, resized, wired to other widgets, or have their settings modified.

Figure 10-3 Main layout area in Page Designer

In the main layout area, the widgets are laid out according to how the layout is set

in the page options settings. There are icons on each widget to change its

settings and wiring. Also, each widget on the main layout area can have its height

adjusted to automatically fill its allotted section or to be a specific percentage or

pixel count of its size.

Each widget has the following height settings:

򐂰 Automatic: This setting means that the widget does not have an explicit

height. The widget grows in the specific column until the widget’s height

conflicts with another widget’s specified height.

򐂰 Percent: This setting means that the widget grows in the specific column by

the specified percentage.

Chapter 10. User interface and widgets 361

򐂰 Pixel: This setting means that the widget grows in the specific column by the

specified pixel count.

Toolbar area

The toolbar area of Page Designer allows the business analyst to open the Page

Options pop-up window, open the Wire Events pop-up window, show or hide the

hidden widget area, and show or hide borders on the page. All of these options

are in the form of four icons in the toolbar area, as shown in Figure 10-4.

Figure 10-4 Toolbar area in Page Designer

Page Options

The Page Options pop-up window in Page Designer allows a business analyst to

change the page title, set the layout of the page, and add sizing options to the

sections of a page.

In Figure 10-5 on page 362, the Page Options pop-up window shows the page

title and layout style for the Cases page.

The Page title allows the business analyst to change the name of the page, add a

special character, and append a case ID, case title, step name, or work item ID.

Note: When you are setting the size of a widget in Page Designer, make sure

to confirm and verify the wanted sizing of the widget in Case Manager Client.

362 Advanced Case Management with IBM Case Manager

The Layout style allows the business analyst to choose a one-column, two-row,

two-column, three-column, or three-column header, two-column header or footer,

two-column header, or two-column footer. Layout style also allows the business

analyst to set the columns as collapsible or collapsed by default. The columns

can be sized according to a specified number of pixels or by a specified

percentage.

Figure 10-5 Page options in Page Designer

Editing widget wiring and settings

Wiring a preinstalled widget or custom widget is done through the Wiring Events

pop-up window in Page Designer or by clicking the Edit wiring icon on a specific

widget. Both options to edit wiring are shown in Figure 10-6 on page 363.

Note: The collapsible option allows the case worker to toggle the specified

column to be shown or hidden on the page in Case Manager Client.

Chapter 10. User interface and widgets 363

Figure 10-6 Two options to open the Wire Events pop-up window.

Each preinstalled widget in IBM Case Manager includes events that are incoming

or outgoing events that can be wired to another widget. In the Wire events pop-up

window, widgets can subscribe to an outgoing event from another widget or

broadcast an event to another widget.

For more information about the incoming and outgoing events for each widget,

see the IBM Case Manager Information Center, which is available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.help.doc/acmwc026.htm

Show or hide borders and hidden widgets

In Page Designer, there is a show or hide borders icon and a show or hide hidden

widget icon that can be toggled on or off in the Toolbar area. The show or hide

border icon allows the business analyst to show or hide border lines around the

columns on the page. When enabled, the border lines are visible during design

time in Page Designer and in run time in Case Manager Client.

The show or hide hidden widget icon allows the business analyst to add or

remove widgets from the hidden widget area that does not render the widgets in

run time in Case Manager Client. However, the widgets still load and function as

if they are visible on the page.

364 Advanced Case Management with IBM Case Manager

10.1.3 Multiple user editing

In IBM Case Manager V5.2, different users can edit different portions of a

solution simultaneously, commit the changes, and deploy their changes

independently.

After one user modifies a solution asset, such as a page, view, business rule,

in-basket, role, document type, case type, or task, that solution asset is locked

until the user saves and commits the changes. After changes to solution assets

are committed and deployed, the changes to the solution assets are available in

Case Manager Client to the other users of the solution.

As shown in Figure 10-7, Case Manager Builder has a pop-up window that

shows lock information about what solution assets are locked by which user.

Figure 10-7 Lock Information pop-up window in Case Manager Builder

Note: If there are any locked items by another user, Case Manager Builder

warns you when you attempt to deploy the solution.

Chapter 10. User interface and widgets 365

For more information about multi-user usage, see 5.4.1, “Multiple user solution

development in Case Manager Builder” on page 167, and the IBM Case

Manager Information Center, which is available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.help.doc/acmsdh54.htm

10.1.4 Navigating Case Manager Client

IBM Case Manager enables users to access cases through case URLs. The URL

can be sent via email. When the user clicks the link, IBM Case Manager

automatically opens the case detail page for user handling.

10.2 Understanding page types and custom pages

This section describes how to manipulate the pages in Page Designer within

Case Manager Builder. When you first deploy a solution, IBM Case Manager

automatically creates a set of default pages. You can create more pages to use

with your case management application. This section introduces how to create,

customize, and design pages in Page Designer in IBM Case Manager.

This section assumes that you created, deployed, and tested your solution with

the Case Manager Builder application in your development environment. If you

have not done so, read the following chapters before you proceed:

򐂰 Chapter 7, “Building a simple solution: Part 1” on page 211

򐂰 Chapter 8, “Building a simple solution: Part 2” on page 267

10.2.1 Default pages

Case Manager Client automatically creates the following page types for every

deployed solution:

򐂰 Solution

򐂰 Case Details

򐂰 Add Case

򐂰 Split Case

򐂰 Add Task

򐂰 Work Details

򐂰 Custom Task Details

Every page type contains corresponding default pages.

366 Advanced Case Management with IBM Case Manager

Solution

The Solution page type is the main IBM Case Manager page type. This page

type contains the following default pages:

򐂰 Work page (for displaying work items)

򐂰 Cases page (for displaying case instances)

Case Details

The Case Details page type allows a case worker to view or update properties for

a case. The Case Details page also allows the case worker to add documents,

tasks, or comments to the case. This page type contains the following default

pages:

򐂰 Case Details (for viewing or updating a case)

򐂰 Case Details Form (for viewing or updating a case with a Form)

Add Case

The Add Case page type allows a case worker to create specific cases. This

page type contains the following pages:

򐂰 Add Case (for creating a new case)

򐂰 Add Case Form (for creating a new case with a Form)

Split Case

The Split Case page type allows a case worker to create a case that is based on

existing cases. This page type contains the default page Split Case, which is

used for creating a case with the reused values from an existing case.

Add Task

The Add Task page type displays when a case worker adds a discretionary task

to a case. This page type contains the following default pages:

򐂰 Add Task (for adding a task, adding a document, or viewing documents)

򐂰 Add Task Form (for adding a task, adding a document, or viewing documents

with a Form)

Work Details

The Work Details page type includes the step pages that display when a case

worker opens a work item. This page type contains the following default pages:

򐂰 Work Details (for viewing, updating, or completing a work item)

򐂰 Work Details Form (for viewing, updating, or completing a work item with a

Form)

Chapter 10. User interface and widgets 367

򐂰 Form Attachment Work Details Page (for saving a form data document to a

step)

Custom Task Details

The Custom Task Details page type displays a step page that allows a case

worker to open a work item from a custom task. This page type contains the

default page Custom Task Details, which is used for viewing details about a work

item from a custom task.

For more information, see the IBM Case Manager Information Center, which is

available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.help.doc/acmwrh19.htm

10.2.2 Custom pages

You can create pages for case workers for each different page type to meet

specified requirements.

Creating a page

To customize a page as a specific page type, create a page and configure

widgets and delete widgets as needed.

Customizing a created page in Page Designer

Complete the following steps to customize a page in a Solution page type:

1. In Case Manager Builder, click Edit on the solution, then browse to the Pages

tab and complete the following steps to add the page:

a. Click Add Page → Solution Page.

b. Enter a value for the page name then click OK to register the page as a

Solution page, as shown in Figure 10-8 on page 368. You also can enter a

description for the page.

These steps also apply for the other page types.

368 Advanced Case Management with IBM Case Manager

Figure 10-8 Custom Solution page registration

2. After the page is registered, click the hyperlink on the page name or the first

icon to open Page Designer, as shown in Figure 10-9 on page 369. This is

where widgets and the page layout can be customized.

Chapter 10. User interface and widgets 369

Figure 10-9 Icons to open, edit, copy, or delete a page in Case Manager Builder

3. After opening Page Designer, click the Page options icon in the Toolbar area.

Change the layout to three-column header. The page layout changes to a

different layout. A header is a top section of the page in which the toolbar

widget is placed. You also can rename the page in the Page options pop-up

window.

4. Dragging a widget from the widget palette area to the main layout area adds

the widget to the page. Drag the Toolbar widget to the header section of the

page, as shown in Figure 10-10 on page 370.

370 Advanced Case Management with IBM Case Manager

Figure 10-10 Dragging the Toolbar widget to the main layout area

5. Repeat step 4 for the Search and Case List widget. Drag the Search widget

into the left column and the Case List widget into the center column. Click

Save or Save and close to save the changes in Page Designer.

Adding a custom page to a case type, role, or work item

After a page is designed and saved, adding the custom page to a case type, role,

or work item shows the page to the specific user when the user browses Case

Manager Client. This comes after the page is saved and Page Designer is

closed.

Note: Because Case List has handler functions for the Search widget’s

search cases event, the Case List widget does not need to be wired to the

Search widget to display case items.

Chapter 10. User interface and widgets 371

Only the Custom Task Details, Add Case, Split Case, and Case Details page

types can be specified for a case type. To assign a custom page to a case type,

complete the following steps:

1. In Case Manager Builder, click the Case Types tab and select the case type.

2. Select the appropriate custom page that was created by selecting from the

following drop-down menus:

– Default layout for Custom Task Details page

– Default layout for Add Case page

– Default layout for Split Case page

– Default layout for Case Details page

3. To set a custom default case details page for a specific role, select the role

and click Add Role under the Override default case details page layout for

label.

Only Solution page types can be specified for a role. To assign a custom page to

a role, complete the following steps:

1. In Case Manager Builder, click the Roles tab and then click the specified role

or the pencil icon to edit the role.

2. Click the Pages tab when you are editing the role and then click the Assign

Page drop-down menu to select the newly created custom page, as shown in

Figure 10-11 on page 372. Make sure to click OK to confirm your changes

and then save your changes in Case Manager Builder.

372 Advanced Case Management with IBM Case Manager

Figure 10-11 Associating a custom page with a role

Only Work Details page types can be specified for a work item. To assign a

custom page as the default Work Details page for a step in a task, complete the

following steps:

1. In Case Manager Builder, click the Case Types tab and select the case type.

2. Select Tasks to open the Tasks page.

3. On the wanted task, click the Edit Steps icon to open Step Designer.

4. Within Step Designer, select the step and in the Step Properties area, select

the wanted page from the Page Layout drop-down menu.

10.3 Accessing the Properties View Designer

This section describes the new Properties View Designer in IBM Case Manager.

The Properties View Designer defines views to display different layouts for the

Properties widget. The Properties widget can display a system-generated view

or a custom view that is designed by the user.

Chapter 10. User interface and widgets 373

10.3.1 System-generated view

The system-generated view is a view that is automatically rendered by the

Properties widget. It has a standard format that consists of all of the properties in

the case type that are arranged vertically in alphabetical order.

10.3.2 Designing a custom view

Augmenting the system-generated view is useful for many different scenarios.

For example, the business analyst might want to include only a subset of case

properties in the case type, control the ordering of case properties in the case

type, or place the case properties into a layout that includes multiple columns

and tabs. In addition, the business analyst might need to set up different views for

each role.

By using the Properties View Designer, you can create various custom views for

each case type. Before you access the Properties View Designer, ensure that the

wanted case properties are in the Properties page for a case type in Case

Manager Builder.

Complete the following steps:

1. In the Views page of the case type, click the Properties Layout tab to list any

custom views that are created.

2. Click Add View and enter a name and description for the new custom view,

as shown in Figure 10-12. Click OK to confirm the new view.

Figure 10-12 Adding a custom view on the Properties Layout tab

374 Advanced Case Management with IBM Case Manager

3. Click the name of the newly created custom view or the open properties view

designer icon to open the Properties View Designer.

The user interface is structured similarly to the Page Designer tool.

The left pane has the different containers to drag onto the canvas. The left

pane also has the properties of the case type to drag into the different

containers on the canvas, which is the main layout area in the center of the

Properties View Designer.

There is a top toolbar where the business analyst can cut, copy, move, undo,

redo, and change the padding between the properties.

4. Drag the Tabbed layout container to the white shaded region, as shown in

Figure 10-13.

Figure 10-13 Adding a container to the Properties View Designer

5. After dragging the tabbed layout container into the canvas, two tabs are

shown in the container. Click and rename the tab title to be Customer Related

in the title field for the Settings pane. The second tab can be renamed as

Complaint Related.

6. Proceed to drag properties that relate to the Customer into the Customer

Related tab. Then, drag properties that relate to the Complaint into the

Complaint Related tab.

The result is shown in Figure 10-14 on page 375.

Chapter 10. User interface and widgets 375

Figure 10-14 Adding properties to the tabbed layout container

For more information, see the IBM Case Manager Information Center, which is

available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.help.doc/acmsdh60.htm

10.3.3 Configuring the default view for a case type

The default view can be accessed through the Views tab within a specific case

type. Selecting a default view (whether it is the system-generated view or the

default view) renders that view for all the pages that the Properties widget is on.

Alternatively, you can specify what view to show on a specific page through the

Edit Settings window on the Properties widget.

376 Advanced Case Management with IBM Case Manager

By default, the default view for a case type is the system-generated view. The

system-generated view displays each property in the case type vertically without

any custom layout.

To configure the default view for a case type, complete the following steps:

1. In the Properties Layout tab, ensure that the default view is set to the newly

created custom view, as shown in Figure 10-15. This renders the properties

layout with the newly created custom view.

Figure 10-15 Setting the default view of a case type with a custom view

2. After setting the default view of a case, validate in Case Manager Client that

the custom view that is selected as the default view shows up in the Case

Details page.

10.3.4 Overriding the default view in the Properties widget

In some cases, you might want the Properties widget to render a different view

than the default view for a particular case type. You can configure the Properties

widget to render the system-generated view or a specific custom view. Complete

the following steps:

1. Within Page Designer for a Case Details page, click the Edit Settings icon

for the Properties widget.

Note: When you are configuring the Properties widget view, we recommend

that you configure the system-generated view or a custom view as the default

view for a particular case type. The default view is rendered in the Properties

widget whenever the Properties widget is not specifically configured to render

another view.

Chapter 10. User interface and widgets 377

2. In the settings pop-up window for the Properties widget, click the Add icon to

add the newly created custom view to the Properties widget, as shown in

Figure 10-16. Make sure to save the page and deploy the changes to see the

new custom view in the Case Details page in Case Manager Client.

Figure 10-16 Setting a custom view in the settings window of the Properties widget

10.4 Using default widgets and their payloads

This section describes default widgets that are provided by IBM Case Manager

and their payloads.

Note: If the Properties widget is configured in this manner, the default view

setting is ignored.

To minimize the configuration burden of setting a view for each case type in

the Properties widget, you should override the default view only when

necessary.

378 Advanced Case Management with IBM Case Manager

10.4.1 Standard widgets that are provided by IBM Case Manager

Case Manager Client provides a series of widgets for case workers to manage

cases and process work items. You can drag these widgets into your spaces and

pages. The following standard widgets are provided by IBM Case Manager:

򐂰 Attachments widget

Displays a list of the documents that are attached to a work item.

򐂰 Case Information widget

Displays an overview of a case. It can display up to four views: Summary,

documents, tasks, and history.

򐂰 Case List widget

Receives search criteria from the Case Search widget or a custom search

widget, runs the search, and displays the search result.

򐂰 Case Toolbar widget

Provides actions that case workers can take for an opened case.

򐂰 Content List widget

Runs a search that is based on a predefined search template and displays the

list of matching documents.

򐂰 Form widget

Used to view and edit case property values or work item fields values with the

help of IBM Forms or FileNet eForms.

򐂰 In-baskets widget

Allows users to view and work with work items in their personal in-basket and

the in-basket that is associated with their role.

򐂰 Instruction widget

Used to display the instructions for completing a work item that is associated

with a custom task.

򐂰 Original Case Data widget

Displays property values for a case that is split to create another case. A case

worker can compare the values in this widget with the values that are

displayed in the Split Case Data widget for the new case.

򐂰 Process History widget

Shows the status of a task by showing the milestones that are defined in the

process.

Chapter 10. User interface and widgets 379

򐂰 Properties widget

Used to enable case workers to view and edit the property values for a case

or a work item.

򐂰 Script Adapter widget

Transform data from one widget to another through widget event

communication.

򐂰 Search widget

Used to define the search conditions for cases that are based on selected

property values. This widget works with the Case List widget to run queries

for cases.

򐂰 Select Case Documents widget

Used to select the documents from an existing case that also are to be

associated with a new split case.

򐂰 Split Case Data widget

Used to create a case that reuses property values from an existing case.

򐂰 Timeline Visualizer widget

Provides a visual representation of the extended history for case events,

tasks, and work items over time for the case.

򐂰 Toolbar widget

Used to open a web page, add cases, manage roles, or run a custom action.

򐂰 Website widget

Display the website that is associated with a specified URL.

򐂰 Work Item Toolbar widget

Used to respond to work items or to add new tasks.

10.4.2 Widget payloads

The widget communication is established by events. Most Case Manager Client

widgets publish events and handle events. The data that is published or handled

by an event is called a

payload.

A widget can publish an event in the following ways:

򐂰 The widget can broadcast the published event to all other widgets on the

page. The event is processed by any widget that can handle the published

event.

380 Advanced Case Management with IBM Case Manager

򐂰 The widget can send the published event to specific widgets. This method of

sending events is accomplished by wiring the published event to a

corresponding event that is handled by the receiving widget.

You can add a wire between a source widget and a target widget. When the

source widget publishes the wired event, the published event is sent to the event

handler (or handlers) in the widget (or widgets) to which it is wired.

10.4.3 Wiring a widget to another widget

To wire a widget to another widget, complete the following steps in Page

Designer:

1. Click the Edit wiring icon on the individual widget in the main layout area or

the Edit wiring icon in the Toolbar area, as shown in Figure 10-17.

Figure 10-17 Selecting Edit Wiring from the Widget menu icon

The Wire Events pop-up window opens with focus on the widget and the

wiring it has with other widgets on the page.

Chapter 10. User interface and widgets 381

2. Ensure that the Script Adapter widget is selected in the Widget drop-down

menu at the top of the Wire Events pop-up window.

3. Click the drop-down menu for Source widget and select Case List, then

select Select Case as the outgoing event, as shown in Figure 10-18.

Figure 10-18 Wiring Case List widget to Script Adapter

The drop-down menu for the source widget includes all of the widgets in the

page that can handle events. The widgets that can publish events only are not

listed.

4. Click Add Wire and the two widgets are officially wired. An entry appears in

the table, as shown in Figure 10-19.

Figure 10-19 Widget wiring entry

The source end of the wire displays the event that is sent by the source

widget. The target end of the wire displays the event that the target widget

receives.

To change the source or outgoing event, click the drop-down menu for the

source widget field or the outgoing event field. Then, click Add Wire to add a

new widget wiring.

382 Advanced Case Management with IBM Case Manager

It is possible to have multiple wirings to one widget or change the selected

widget by clicking the widget drop-down menu on the top of the Edit Wiring

window.

5. When you complete your wiring, click OK to exit the Edit Wiring pop-up

window and save the changes.

6. To test the widget wiring, go into Case Manager Client and click one case

instance in Case List widget. You can see that Script Adapter can receive the

Select Case event, as shown in Figure 10-20.

Figure 10-20 Received event in the Script Adapter widget

10.4.4 Widget incoming and outgoing events and payloads

In IBM Case Manager V5.2, each widget has incoming and outgoing events

whose payloads contain model objects or JavaScript Object Notation (JSON)

properties. For preinstalled widgets, each incoming or outgoing event has a

specific payload that contains an icm or ecm Model object. Model objects starting

with icm refer to IBM Case Manager Model objects; model objects starting with

ecm refer to IBM Content Navigator Model objects.

Each Model object is an instance of an IBM Case Manager or IBM Content

Navigator model class.

For more information about the IBM Case Manager Model classes, see this

website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/index.jsp?topic=%2Fco

m.ibm.casemgmt.development.doc%2Fjsdoc%2Findex.html

Chapter 10. User interface and widgets 383

For more information about IBM Content Navigator Model classes, see this

website:

http://pic.dhe.ibm.com/infocenter/cmgmt/v8r4m0/index.jsp?topic=/com.ibm

.developingeuc.doc/doc/JavaScriptdoc/index.html

10.4.5 In-basket widget event and corresponding payload

The events that are published by the In-baskets widget are listed in Table 10-1.

This is an example of the events and payloads that a preinstalled widget

generates.

Table 10-1 Outgoing events that are broadcasted by the In-baskets widget

The events that are handled by the In-baskets widget are listed in Table 10-2.

Table 10-2 Incoming events that are handled by the In-baskets widget

Event title Event ID Payload Description

In-basket

selected

icm.SelectInBasket selectInbasket The user opened the page

that contains the

In-baskets widget or

clicked a tab to display a

different in-basket.

Work item

selected

com.ibm.ecmwidg

ets.acm.SelectRow

WorkItem The user clicked a row or

pressed Enter in the

in-basket to select the work

item.

Send

selected work

items

icm.SendSelectWo

rkItems

result,

selectWorkItems

Another widget requested

information for the

in-basket rows that are

specified in the event

payload.

Event title Event ID Payload Description

Apply filter icm.ApplyFilter filter Update the work items that are

listed in the in-basket that are

based on the specified filters.

Clear content icm.ClearContent Empty Clear the content in the

In-baskets widget.

Refresh icm.Refresh Any value Refresh the in-basket to update

the list of work items after a user

completes or closes a work item.

384 Advanced Case Management with IBM Case Manager

For more information about incoming and outgoing events for each widget, see

the IBM Case Manager Information Center, which is available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.help.doc/acmwc026.htm

10.4.6 Search widget event and corresponding payload

The event that is published by Search widget is shown in Table 10-3.

Table 10-3 Outgoing events that are broadcasted by the Search widget

The event icm.SearchCases is an example of the following formats of a payload:

򐂰 caseType: A symbolic name of the specific case type that is being searched

on.

򐂰 searchTemplate: An IBM Content Navigator model object

(ecm.model.SearchTemplate)

򐂰 caseTypeTitles: A JSON object that has the titles of the types of cases that

are being searched on.

򐂰 detailsViewProperties: An array of JSON objects that are the properties to

be displayed in the details view of the Case List widget.

Request

selected work

item

icm.RequestSelect

WorkItems

Any value Send the information for the

in-basket rows that are specified

in the event payload. The

In-basket widget handles the

event and sends the specified

work items along with the

incoming payload.

Role Selected icm.ReceiveRole role Updates the In-baskets widget to

display the in-baskets that are

associated with the specified

role.

Event title Event ID Payload Description

Search cases icm.SearchCases caseType, searchTemplate,

caseTypeTitles,

detailsViewProperties,

magazineViewProperties

The user starts a

search for cases.

Chapter 10. User interface and widgets 385

򐂰 magazineViewProperties: An array of JSON objects that are the properties to

be displayed in the magazine view of the Case List widget.

The event that is handled by Search widget is shown in Table 10-4.

Table 10-4 Incoming events that are handled by the Search widget

Enhancements to the Search Widget

There are significant enhancements to the Search widget in IBM Case Manager

V5.2 that allow users to apply advanced search options for case searching. In the

Settings window of the Search widget in Page Designer, the business analyst

can allow users to designate certain properties to be searched on as shown in

Figure 10-21. This setting can be enabled or disabled within Page Designer for

the Search widget. These are user-specified properties in Advanced Search.

Figure 10-21 Settings window for the Search widget

Specific case properties also can be configured to be searched on in the

Advanced Search window through the Case Search view in a case type, as

shown in Figure 10-22 on page 386.

Event title Event ID Payload Description

Clear content icm.ClearContent null Clear the content in the Search

widget.

386 Advanced Case Management with IBM Case Manager

Figure 10-22 Adding properties to the Case Search view

In Case Manager Client, the case worker can click the Advanced Search link to

search on specific case properties. The case worker can then specify any other

properties in the user-specified properties section on the Advanced Search

window.

10.5 Creating and deploying a custom widget

This section describes how to create a widget that is called the Custom Search

widget and deploy it in the IBM Case Manager, Version 5.2 environment. The

Custom Search widget has a similar role to the Case Search widget. In simple

search mode, the default Case Search widget uses only one property to search

cases. The Custom Search widget allows a user to search cases against all

properties, as shown in Figure 10-23 on page 387.

Note: The search results that are displayed in the Case List widget from the

Search widget can be shown in a Details view or a Magazine view.

The Details view and Magazine views for the Case List widget can be found on

the Case List widget in Case Manager Client and in the Settings window for

the Case List in Case Manager Builder.

Chapter 10. User interface and widgets 387

Figure 10-23 Custom search widget in Case Manager Client

For more information about the custom search widget, see the Converting a

Custom Search Widget from Case Manager 5.1.1 to Case Manager 5.2

developerWorks® article, which is available at this website:

https://www.ibm.com/developerworks/community/groups/service/html/commun

ityview?communityUuid=e8206aad-10e2-4c49-b00c-fee572815374#fullpageWidg

etId=Wf2c4e43b120c_4ac7_80ae_2695b8e6d46d&file=e3ff1d40-31e0-469a-9ecf-

aa7a03e73a46

For more information about custom widgets in IBM Case Manager V5.2, see the

IBM Case Manager Information Center, which is available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.development.doc/acmwt000.htm

To create the Custom Search widget, you must set up your development

environment first.

388 Advanced Case Management with IBM Case Manager

10.5.1 Setting up your development environment

An IBM Case Manager 5.2 custom widget includes the following components:

򐂰 Widget definition JSON file

򐂰 Catalog JSON file

򐂰 IBM Content Navigator custom plug-in JAR file

򐂰 EAR file (optional)

A custom widget in IBM Case Manager can be packaged in a JAR file or in a JAR

and an EAR file. It is up to the application developer to choose whether to include

an EAR file in the custom widget package. With an EAR file, an application

developer can include the custom widget with a content pane inside of an EAR

file, such as the custom search widget. With a JAR file, an application developer

can package one or more IBM Content Navigator custom plug-ins.

The following benefits are achieved by including the optional EAR file in the

custom widget package:

򐂰 Separates IBM Content Navigator plug-in code from the custom widget code,

which allows the application developer to add modularity

򐂰 Organizes multiple custom widgets within the EAR file apart from the JAR file,

which allows the application developer to deploy and register one custom

widget package

򐂰 Debugging the custom widget can be easier with folder path because of the

modularity of the EAR file and the JAR file

򐂰 Can help avoid class path conflicts

The following benefits are achieved by not including the optional EAR file in the

custom widget package:

򐂰 Allows application developer to use only IBM Case Manager administration

client to register and unregister the custom widget package. The application

developer does not need to navigate to the application server.

򐂰 Convenient for simple widget testing and deployment because there is no

other EAR file to maintain.

To set up your development environment, create a project that contains the files

for the Custom Search widget (see Figure 10-24 on page 389). You also can use

Eclipse or another integrated development environment (IDE).

Note: Ensure that you have the appropriate Java JRE or JDK configured on

your Eclipse or IDE to compile the project or run the ANT file to build the

widget package.

Chapter 10. User interface and widgets 389

Figure 10-24 Creating a project for the Custom Search widget

10.5.2 Creating your widget definition and catalog files

The widget definition and catalog JSON files are used to register the widget

package and page widgets.

In this example, these two JSON files are contained in a directory that is called

ICMRegistry where this folder also can include images that are used for the

widget package, such as thumbnails or icons and any translated resource files.

As shown in Figure 10-24, the widget definition and catalog files are in the

ICMRegistry directory.

Complete the following steps to create your widget definition and catalog files:

1. Create the widget definition JSON file. The file mainly defines source files,

events, and properties for the widget. Complete the following steps:

a. The beginning clause of the widget definition file contains the ID, title,

category, description, preview icon path, icon path, help path, and runtime

class name, as shown in Example 10-1 on page 390.

390 Advanced Case Management with IBM Case Manager

Example 10-1 Defining the beginning of the widget definition JSON file

{

"id":"CustomSearchWidget",

"title":"Simple Custom Search Widget",

"category":"CustomWidgets",

"description":"This widget shows payload from Search Widget",

"definition":"CustomSearchWidget.json",

"preview": "images/caseinfo_preview.png",

"icon": "images/caseinfo_icon.png",

"runtimeClassName":"icm.custom.pgwidget.customSearchWidget.Custom

SearchWidget",

"help": "acmwrh126.htm",

"previewThumbnail":"images/caseinfo_thumb.png",

b. The second portion of the widget definition JSON file includes any

properties to be included in the custom widget. In the custom search

widget, there are two properties. These properties are in the Edit Settings

window of the widget within Page Designer.

One property is called PreferredHeight and another is customProperty1.

They are shown in Example 10-2.

Example 10-2 Defining properties in widget definition JSON file

"properties":[

{

"propertyType":"property",

"type":"string",

"id":"PreferredHeight",

"defaultValue":"100%",

"disabled":true,

"required": false,

"visibility":false,

"title":"Preferred Height"

{

"propertyType":"property",

"type":"string",

"id":"customProperty1",

"defaultValue":"http://",

"required":false,

"visibility":true,

"style": "width:95%;",

"title":"Custom property 1"

}

Chapter 10. User interface and widgets 391

c. The last portion of the widget definition JSON file is the events section

where the application developer declares that the custom widget

subscribes or publishes to an event. In the case of the custom search

widget, it broadcasts the icm.SearchCases event, as shown in

Example 10-3. The functionName is empty because we are not

subscribing and handling an event.

Example 10-3 Events section for widget definition file

"events":[

{

"id":"icm.SearchCases",

"title":"Custom Search Event 1252",

"functionName":"",

"direction":"broadcast",

"description":"Custom Event 1"

}

]

}

2. Create the catalog JSON file. The file has the description for the widget

package and lists the widgets that the package holds. Complete the following

steps:

a. The first part of the catalog JSON file contains the name, description,

version, categories, and locale, as shown in Example 10-4. The locale

should be entered as shown in Example 10-4 if no locale is specified. For

other locales, specify them under the folder nls in ICMRegistry. The

categories and version fields are optional.

Example 10-4 First section of catalog JSON

{

"Name":"IBM Case Manager Custom Widget Package",

"Description":"IBM Case Manager Custom Widget Package",

"Locale":"",

"Version":"5.2",

"Categories":[

{

"id":"CustomWidgets",

"title":"Custom Widgets"

}

392 Advanced Case Management with IBM Case Manager

b. The last section of the catalog JSON includes the same first part of the

widget definition file, as shown in Example 10-5. In the case of multiple

widgets in one widget package, the other widget definitions are listed in

this section of the catalog JSON file.

Example 10-5 Last section of catalog JSON

"Widgets":[

{

"id":"CustomSearchWidget",

"title":"Simple Custom Search Widget",

"category":"CustomWidgets",

"description":"This widget shows payload from Search

Widget",

"definition":"CustomSearchWidget.json",

"preview": "images/caseinfo_preview.png",

"icon": "images/caseinfo_icon.png",

"runtimeClassName":"icm.custom.pgwidget.customSearchWidget.Custom

SearchWidget",

"help": "acmwrh126.htm",

"previewThumbnail":"imags/caseinfo_thumb.png"

}

]

}

10.5.3 Creating the IBM Content Navigator plug-in

The IBM Content Navigator plug-in allows the custom widget to extend functions,

widgets, actions, and services to IBM Content Navigator and to IBM Case

Manager. The plug-in registers the Dojo module path for the runtime code for the

custom widget.

In the initial JavaScript file, it is important to load the CSS files that are used for

the page widget and to register the Dojo module path for the custom widget’s

runtime code, as shown in Example 10-6 on page 393.

Chapter 10. User interface and widgets 393

Example 10-6 Sample ICMCustomPlugin.js file

var icmContextRoot = "/ICMCustomWidgets";

var loadCSS = function(cssFileUrl){

if (dojo.isIE) {

document.createStyleSheet(cssFileUrl);

} else {

var head = document.getElementsByTagName("head")[0];

var link = document.createElement("link");

link.rel = "stylesheet";

link.type = "text/css";

link.href = cssFileUrl;

head.appendChild(link);

}

};

var paths = {

"icm/custom":"/ICMCustomWidgets/icm/custom"

};

require({paths:paths});

For more information about how to create plug-ins in IBM Content Navigator, see

the IBM Redbooks publication, Customizing and Extending IBM Content

Navigator, SG24-8055, which is available at this website:

http://www.redbooks.ibm.com/abstracts/sg248055.html

10.5.4 Creating the custom page widget with content pane

When a custom page widget is created, you should remember that an IBM Case

Manager page widget or an IBM Case Manager custom widget is essentially a

Dojo dijit. A Dojo dijit is a widget that is part of Dojo’s User Interface (UI) library.

The IBM Case Manager page widget adds the following facilities to the standard

Dojo dijit:

򐂰 Page container events

򐂰 Widget settings

These facilities enable the page widget construction and allow the business

analyst to dynamically adjust page behavior without any (or very little)

programming.

394 Advanced Case Management with IBM Case Manager

When a page widget is created, you first create a normal Dojo dijit, which is

responsible for rendering the user interface and handling user interaction to

collect user input. Ideally, this dijit should be designed as a reusable component

that takes in context and renders.

The UI dijit should not access any IBM Case Manager Page container-related

APIs, which limits its usage to only the IBM Case Manager Case Client.

Separating the UI dijit from the page widget layer allows you to reuse this dijit in a

custom application or plug-in built on top of IBM Content Navigator. The dijit also

can be reused in a non-ECM environment if it does not use any ECM related API.

The dijit should also make available necessary Dojo methods and events to allow

interested parties (the page widget wrapper or other custom widgets) to

exchange data or get notified by user interaction.

After the user interface part of the page widget is finished, you create a page

widget wrapper that extends this UI dijit and converts it into an IBM Case

Manager page widget. The page widget wrapper should be the place where the

page container-related code is kept. It accepts widget settings from the page

container and passes them to the underlying dijit. It should also connect to Dojo

events that are exposed on the dijit to be notified of user actions.

As an optional separation, you can separate the event handling logic from the

page widget when the event handling is getting complex. For example, if you

have complex logic to pre-process or post-process the event data, you can

create a separate event listener object, which holds the event handler

implementations. Then, page widget can delegate the event handling logic to the

event listener object.

Figure 10-25 on page 395 shows the high-level idea of constructing a page

widget. The classes in the black box implement and handle the user interface

while the classes in the red box are base IBM Case Manager classes that the

custom widget inherits.

Chapter 10. User interface and widgets 395

Figure 10-25 Recommended structure for a custom page widget

Complete the following steps to create the custom page widget with content

pane:

1. Create the content pane HTML page and content pane JavaScript file to

display a user interface in the custom search widget.

2. Create the main custom widget JavaScript file, CustomSearchWidget.js. In

CustomSearchWidget.js, the file grabs the values from the content pane

HTML page from the user that ate based on the input, then uses the IBM

Case Manager JavaScript Reference API to construct a search criteria

payload, then broadcasts the search results and payload to the Case List

widget to run the search.

Note: It is important to follow the preferred practices of Dojo when

developing widgets. It is strongly recommended to include and handle the

lifecycle events that are defined in a Dojo widget, which include, but are not

limited to, the constructor, postCreate, startup, and destroy.

It is strongly recommended that you use the AMD style of declaring

classes and modules because Dojo is dropping support for older

Dojo-specific APIs in future versions.

_Base Widget

WidgetContentPane

WidgetContentPane.html

_EventStub

BasePageWidget

PageWidget

EventListener

BaseActionContext

Optional, for widget

has toolbar/menus.

API will covered in

action framework.

396 Advanced Case Management with IBM Case Manager

For more information about how to create a custom page widget, see this

website:

https://www.ibm.com/developerworks/community/blogs/e8206aad-10e2-4c4

9-b00c-fee572815374/resource/ACM_LP/ICM52CustomWidgets.pdf?lang=en

10.5.5 Creating IBM Case Manager JavaScript API calls and objects

The IBM Case Manager JavaScript API is useful for custom widgets to call

certain actions and start events that are used by other preinstalled page widgets.

The documented IBM Case Manager JavaScript API is available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/index.jsp?topic=%2Fco

m.ibm.casemgmt.development.doc%2Fjsdoc%2Findex.html

In the custom search widget, the icm.util.SearchPayload class is started to

create a search payload, set the schema and data structures, and send the

search criteria and payload to the Case List widget, as shown in Example 10-7.

There are two methods in the class: getSearchPayload() and setModel(model).

Example 10-7 Performing the custom search using IBM Case Manager JavaScript API

var solution = this.solution;

var params = {};

params.ObjectStore = solution.targetObjectStore.id;

var criterion = new ecm.model.SearchCriterion({"id":

"CmAcmCaseIdentifier", "selectedOperator": "STARTSWITH", "dataType":

"xs:string", "defaultValue" : "%", "value": "%", "values": ["%"]});

params.criterion = [criterion];

var ct;

widget.solution.retrieveCaseTypes(function(theCaseTypes)

{

ct = theCaseTypes[0].name;

});

params.caseType = ct;

params.solution = solution;

var searchPayload = new icm.util.SearchPayload();

searchPayload.setModel(params);

var payload = searchPayload.getSearchPayload();

this.onBroadcastEvent("icm.SearchCases", payload);

Chapter 10. User interface and widgets 397

In setModel(model), it expects an IBM Case Manager JavaScript API object to be

passed as a parameter. Certain IBM Case Manager JavaScript API methods

require a parameter to be used as a callback function to perform processing on

the object.

10.5.6 Building the custom widget package

Package the custom search widget by using three separate Apache Ant build

scripts files to create the widget package with the IBM Content Navigator plug-in

JAR file and the custom page widget EAR and WAR files.

The first build.xml file creates the IBM Content Navigator plug-in file, as shown

in Example 10-8.

Example 10-8 Ant build file for the IBM Content Navigator plug-in JAR file

<?xml version="1.0" encoding="utf-8"?>

</fileset>

</delete>

</target>

<javac target="1.5" source="1.5" destdir="./bin" srcdir="./src"

debug="on" includeantruntime="false">

</classpath>

</javac>

<include name="com/ibm/icm/extension/custom/WebContent/**/*.*"

</fileset>

</copy>

Note: To build the IBM Content Navigator plug-in JAR file, the

navigatorAPI.jar file must be included in Eclipse or the IDE. The

navigatorAPI.jar file often is found in ...\ECMClient\configure\lib.

398 Advanced Case Management with IBM Case Manager

<jar destfile="./ICMCustomPlugin.jar"

manifest="./src/META-INF/MANIFEST.MF" update="true">

</fileset>

</jar>

</target>

</project>

The second build.xml file creates the WAR and EAR files for the custom page

widget, as shown in Example 10-9.

Example 10-9 Ant build file for the custom page widget EAR and WAR files

<?xml version="1.0" encoding="utf-8"?>

</fileset>

</delete>

</target>

<war destfile="./ICMCustomWidgets.war"

webxml="./WebContent/WEB-INF/web.xml">

</fileset>

</war>

</target>

<ear destfile="./ICMCustomWidgets.ear"

appxml="./WebContent/META-INF/application.xml">

</ear>

</target>

Chapter 10. User interface and widgets 399

</project>

The third build.xml file packages the IBM Content Navigator plug-in JAR file, the

EAR file for the custom page widget, and the directory that is holding the widget

definition and catalog JSON files into one .zip file that is ready to deploy into

IBM Case Manager, as shown in Example 10-10.

Example 10-10 Main Ant build file

<?xml version="1.0" encoding="utf-8"?>

</fileset>

</delete>

</target>

</ant>

</ant>

</fileset>

</fileset>

</zipfileset>

</zip>

</target>

400 Advanced Case Management with IBM Case Manager

</project>

10.5.7 Deploying the custom widget package

If the custom widget package does not contain the optional EAR file, the IBM

Case Manager administration client deploys and registers the custom widget

package.

If the custom widget package contains an optional EAR file, the IBM Case

Manager configuration tool deploys and registers the custom widget package.

Both options are described in this section. Do not perform both options; instead,

perform only one option, depending on the structure of the custom widget

package.

Complete the following steps to deploy the custom widget package by using the

IBM Case Manager administration client:

1. Open the IBM Case Manager administration client.

2. Click to open the design object store under the Object Stores folder in the

navigation tree.

3. Click the Widget Packages folder to open it in a new tab, as shown in

Figure 10-26.

Figure 10-26 Widget Packages tab in Case Manager administration client

4. Click Register Custom Widgets.

Chapter 10. User interface and widgets 401

5. Browse to the newly created custom widget package file. Then, click Next.

6. Verify the selected widget package details and click Finish to register the

custom widget package, as shown in Figure 10-27.

Figure 10-27 Verify selected widgets package in the administration client

Complete the following steps to deploy a custom widget package by using the

IBM Case Manager configuration tool:

1. Open the IBM Case Manager configuration tool.

2. Click File → Open Profile and select the IBM Case Manager configuration

profile file.

3. Right-click Deploy and Register Widgets Package and select Copy

Selected Task, as shown in Figure 10-28 on page 402. A copy of the existing

task with the existing values is made.

Note: Selecting the Replace if already registered option in the Verify the

selected widgets package window replaces the existing custom widget with

the updated widget package if the custom widget package is already

deployed and registered on the Application Server.

402 Advanced Case Management with IBM Case Manager

Figure 10-28 Copying the Deploy and Register Widgets Package task

Chapter 10. User interface and widgets 403

4. Open the newly copied Deploy and Register Widgets package task. Change

the value in Widgets package file path to the path of the newly created custom

widget package, as shown in Figure 10-29.

Figure 10-29 Modifying the Widgets package file path in the configuration tool

5. After all of the information is verified as correct on the copied version of the

Deploy and Register Widgets Package, click Save and then click Run Task.

6. Validate that you see that the task finished running successfully without any

errors in the Console window on the bottom of the IBM Case Manager

configuration tool.

The expected output looks as is shown in the following example:

Starting to run Copy_of_Deploy and Register Widgets Package

Copy_of_Deploy and Register Widgets Package ************

Finished running Copy_of_Deploy and Register Widgets Package

404 Advanced Case Management with IBM Case Manager

10.5.8 Adding the custom widget to the page

After successfully deploying and registering the custom widget package by using

the IBM Case Manager administration client or the IBM Case Manager

configuration tool, the custom widget must be added to the page (or pages) via

Page Designer.

Complete the following steps to add the custom widget to the page:

1. In IBM Case Manager Builder, edit the wanted solution.

2. Open Page Designer with the wanted page on which to add the custom

widget. For the custom search widget, it is added to the Cases page.

3. Drag the custom widget from the widget palette to the main layout area, as

shown in Figure 10-30 on page 405.

Note: If the custom widget package is deployed and registered on the

Application Server, rerunning the Deploy and Register Widgets Package

with the updated custom widget package updates the existing widget

package.

If there are changes to the widget definition or catalog JSON files, it is

strongly recommended that you uninstall the custom widget package and

then reinstall it.

Note: If the custom widget package includes an EAR file, make sure that the

custom widget enterprise application in WebSphere or other application

server is started before the custom widget is added to the page.

Note: The custom widget's catalog and definition JSON files specify the

widget palette category section in which the widget appears within Case

Manager Builder.

Chapter 10. User interface and widgets 405

Figure 10-30 Dragging the custom search widget onto the main layout area

4. Click Save to save the custom widget onto the page.

5. Open Case Manager Client to view the new custom widget (or widgets).

10.6 Creating a custom task

This section shows a simple step-by-step example of how to create a custom

task in IBM Case Manager V5.2. A custom task allows a case worker to define a

custom workflow for a work item.

Case workers can now create custom tasks to represent procedures that are not

predefined in the case type.

For more information about custom tasks, see the IBM Case Manager

Information Center at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.client.doc/acmrth09.htm

406 Advanced Case Management with IBM Case Manager

Custom tasks must be enabled for the solution before case workers can make

use of this feature. Complete the following steps:

1. Open Case Manager Builder and edit the wanted solution.

2. Edit the wanted case type.

3. On the Case Type attributes page, select the Enable case workers to create

custom tasks option, as shown in Figure 10-31.

Figure 10-31 Enable case workers to create custom tasks

After the custom tasks are enabled, make sure that you commit the changes and

deploy the solution. Then, the case worker can create custom tasks by

completing the following steps:

1. Browse to the case details, work details, or the tasks tab in the Case

Information widget to create a custom task. Click Add custom task to create

a custom task.

The custom task editor pop-up window opens to allow the case worker to start

creating the custom task.

2. Enter a name and a description for the custom task.

Chapter 10. User interface and widgets 407

3. Click insert an item and choose from the following options:

– Work item:

i. Enter the name for the work item.

ii. Assign the work item to a user or group.

iii. Click the editable properties for this work item drop-down menu to

include case properties to include in the custom task.

iv. Click the deadline drop-down menu to specify a time frame for which

the work item must be completed.

v. Enter instructions to complete the work item. A document reference,

the value of a selected case property, and a hyperlink can be added to

the instruction field.

– Decision point:

i. Enter a label for the response button.

ii. Insert an item for the decision point and add any child items if the user

selects the response.

– Wait until or for

Enter a date and time to delay a work item until a specific time and date or

for a specified amount of time.

4. After a custom task is created, click Validate to validate the task and click

Start to start the custom task. Figure 10-32 on page 408 shows a sample

custom task.

Note: A decision point must follow a work item. The user must make a

decision if the work item is assigned to the user.

408 Advanced Case Management with IBM Case Manager

Figure 10-32 Sample custom task

10.7 Using the Timeline Visualizer and Instruction

widgets

This section describes the Timeline Visualizer widget and the Instruction widget,

which are the two new preinstalled widgets for IBM Case Manager V5.2.

The Timeline Visualizer widget provides a visual representation of the history of a

case. For more information about the timeline visualizer widget, see the IBM

Case Manager Information Center at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.help.doc/acmwrh124.htm

The Instruction widget displays instructions to complete a work item through a

custom task. For more information about the instruction widget, see the IBM

Case Manager Information Center at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/index.jsp?topic=%2Fco

m.ibm.casemgmt.help.doc%2Facmwrh129.htm

Chapter 10. User interface and widgets 409

10.7.1 Configuring auditing and case history store

To use the Timeline Visualizer widget, it is necessary to configure auditing and a

case history store to track the history of the cases. Complete the following steps

to configure auditing and the case history store for the Timeline Visualizer

widget:

1. Open the IBM Case Manager administration client.

2. Select the design or staging object store and select Solutions.

3. Right-click the wanted solution and select Configure → Auditing.

4. Follow the wizard steps to configure auditing. Select the appropriate

properties to audit within the wizard and apply the audit profile.

For more information about configuring auditing, see the IBM Case Manager

Information Center at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/index.jsp?topic=%2

Fcom.ibm.casemgmt.design.doc%2Facmdt036.htm

After auditing is configured, a new case history store must be made to hold

the data that is needed by the Timeline Visualizer widget to track extended

history of cases.

5. Within the IBM Case Manager administration client, click the target object

store to open it in a new tab.

6. Click New Case History Store and follow the wizard to create a case history

store for the target object store.

10.7.2 Displaying case history in the Timeline Visualizer widget

The Timeline Visualizer widget contains a horizontal bar as the timeline, which

shows the time duration and the work items for the case. The Timeline Visualizer

also uses vertical bars to represent events. Through an event density histogram,

the widget displays a view of when case events occurred over the life of a case.

The user interface of the Timeline Visualizer widget includes a primary and a

secondary timeline. The primary timeline shows the duration of the entire case.

Users can move sliders and zoom in on the specific range within the case

timeline, which is represented by the secondary timeline. The Timeline Visualizer

widget is on the case details page by default. The user interface of the Timeline

Visualizer widget (when it is maximized) is shown in Figure 10-33 on page 410.

410 Advanced Case Management with IBM Case Manager

Figure 10-33 Timeline Visualizer widget user interface

10.7.3 Displaying instructions in the Instruction widget

The Instruction widget displays the instructions for completing a work item as set

in the instructions field creating a custom task is created. The instructions are

displayed in rich text format and can include hyperlinks and property values.

The Instruction widget is on the Custom Task Details page by default. A sample

view of the Instruction widget is shown in Figure 10-34.

Figure 10-34 Sample view of Instruction widget

Toolbar

Primary Timeline

Histogram

Secondary Timeline

(zoom)

Case Series

Tasks and Step

Series

Chapter 11. Customization topics

This chapter provides a detailed description of many important or advanced

topics that you might need to learn when you customize a case management

solution.

This chapter includes the following sections:

򐂰 Using project areas when developing solutions

򐂰 Automated handling of ingested documents

򐂰 Splitting a case

򐂰 Basic customization scenarios

򐂰 Intermediate customization scenarios

򐂰 Advanced customization scenarios

򐂰 Multilingual support

412 Advanced Case Management with IBM Case Manager

11.1 Using project areas when developing solutions

Companies require solutions for various purposes. Creating these solutions

requires the involvement of various teams, business analysts, and the

departments of the organization.

The solutions can be grouped by using project areas so that only the relevant

business analysts are given access privileges to the solution and solution

definition. Project areas add security and autonomy to IBM Case Manager

solution development.

In addition, project areas help to limit the effect of resetting the test environment

to other users who are working on other projects in the same development

environment. Resetting the test environment removes deployed case solution

artifacts from the target object store and the process configuration information. A

reset also reinitializes the target object store and the isolated region that is

associated with the project area.

Instead of resetting everything in a test environment, you can use project areas

to reset the development environment only of a particular project area. This

isolation prevents the reset that disrupts the work of other business analysts who

are working on different project areas.

Users and solutions can easily be moved from one project area to another, but

each user can belong only to one other project area in addition to the default

project area. After a user is assigned to a project area, the user can modify or

define solutions within that specific project area.

Project areas are available only in the development environment. There is at

least one default project area. You can create secondary project areas according

to your business needs.

Project areas can be created and modified by using Case Manager

administration client, the Case Manager configuration tool, or the command line.

Note: Before resetting the test environment, it is important to save

user-defined assets from the target object store or they are deleted and

cannot be restored.

For more information about how to save user-defined assets, see the IBM

Case Manager Information Center at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/index.jsp?topic=%2

Fcom.ibm.casemgmt.design.doc%2Facmdr001.htm

Chapter 11. Customization topics 413

We recommend the use of the Case Manager administration client to manage

project areas.

For more information about how to set up and manage project areas in IBM Case

Manager V5.2, see the IBM Case Manager Information Center at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.design.doc/acmdt015.htm

11.2 Automated handling of ingested documents

Case Manager solutions often ingest incoming documents from external

systems. These documents can be from any of the following sources:

򐂰 Scanned documents:

– Datacap Taskmaster and other capture systems

– Desktop scanning software

򐂰 IBM Content Collector:

– IBM Content Collector for Email (Microsoft Exchange, IBM Lotus

Domino®, or SMTP)

– IBM Content Collector for Sharepoint

– IBM Content Collector for Files

򐂰 Microsoft Office:

– FileNet Integration for Microsoft Office (Microsoft Outlook)

– FileNet Integration for Microsoft Office

– FileNet Services for IBM Lotus Quickr® (Microsoft Office or IBM Lotus

Notes®)

򐂰 Desktop documents:

– Documents that are uploaded into the system with Workplace or

WorkplaceXT

– FileNet Services for Lotus Quickr

– Drag-and-drop with IBM Case Manager, IBM Content Navigator, and

WorkplaceXT

򐂰 APIs:

–Java

– Content Manager Interoperability Services (CMIS)

–WebDAV

414 Advanced Case Management with IBM Case Manager

򐂰 Other systems:

– IBM Content Platform Engine Bulk Import Tool

– Third-party software that interfaces with FileNet APIs to ingest documents

11.2.1 Generalized approach for handling ingested documents

Whenever possible, it is an efficient and good practice to automatically handle

these incoming documents; for example, by automatically attaching them to

existing relevant cases or creating cases and attaching them to these created

cases.

To design a process that automatically handles the ingested documents,

consider the following factors:

򐂰 The document ingest software should classify only the document according to

the document types that are defined in the solution.

򐂰 The case type and document type have a property (or set of properties) that

serves as the

key to the case. That is, each case has a unique, business-level

identifier that is associated with every case. Examples of keys are Claim

Number, Loan Number, Investigation ID, Case Number, Quote Number, and

Request Number.

򐂰 Every ingested document that is filed into a case folder is indexed with this

key.

򐂰 An event action can be triggered by the document class (type) if there is an

event subscription to the creation event.

򐂰 The event action locates the corresponding case folder by using the case

identification key from the document and files the document into the case

folder.

Chapter 11. Customization topics 415

11.2.2 Implementation methods

Table 11-1 lists several ways to implement the automation process.

Table 11-1 Implementation methods for automated case document filing

11.2.3 Sample JavaScript based implementation procedure

You can implement the automated-filing of the ingested documents by using

JavaScript.

From Case Manager Builder, complete the following steps:

1. Define the case property that is to be used as the key.

For example, use Case Number as the key.

2. Add the property to the document type that is ingested.

3. Deploy the solution.

Location Method Description

Client-side Custom code that

runs on client

application

The client application runs the case folder search

and stores the document in the matching case

folder upon ingest.

Server-side JavaScript Event

Action

A JavaScript based event action is created to

handle the matching and filing of the case

document.

This method is appropriate for low-volume and

non-production implementations.

Server-side Java Event Action A Java based event action is created to handle the

matching and filing of the case document.

This method is the best method for production

implementations.

Server-side Workflow Event

Action

A workflow-based event action starts a workflow

to perform some processing that is based on a

document or folder action.

Remember: The key that is used is not necessarily the same as the Case

Title designated property, although this is a common practice.

416 Advanced Case Management with IBM Case Manager

From Administration Console for Content Platform Engine (ACCE), complete the

following steps:

1. Select the object store in the domain navigation pane.

We first define an event action before we create a subscription. In the

Administration Console for Content Platform Engine, this allows the new

subscription to use the newly created JavaScript Event action.

2. Create an event action by selecting object store → Events, Actions,

Processes → Event Actions → New Event Action, as shown in

Figure 11-1.

Figure 11-1 Adding a new event action

3. By using the wizard, add an event action. In the example, the display name is

called Automated Case Document Filing Action.

4. In the next window in the wizard, select JavaScript as the event action type.

5. Paste the JavaScript code that is provided in Example 11-1 on page 417.

Chapter 11. Customization topics 417

Example 11-1 Sample JavaScript code

importPackage(java.io);

importClass(java.lang.System);

importClass(java.lang.Integer);

importClass(java.util.Iterator);

importClass(Packages.com.filenet.api.engine.EventActionHandler);

importClass(Packages.com.filenet.api.util.Id);

importPackage(Packages.com.filenet.api.events);

importPackage(Packages.com.filenet.api.property);

importPackage(Packages.com.filenet.api.exception);

importPackage(Packages.com.filenet.api.core);

importPackage(Packages.com.filenet.api.constants);

importClass(Packages.com.filenet.api.query.SearchSQL);

importClass(Packages.com.filenet.api.query.SearchScope);

importClass(Packages.com.filenet.api.collection.IndependentObjectSet

);

function onEvent(event, subscription) {

// customize to some other string property symbolic name as needed

var keyIdentifierName = "CC_CaseNumber";

var os = event.getObjectStore();

var id = event.get_SourceObjectId();

// get document's key identifier value

var fe = new FilterElement(null, null, null, "Name " +

keyIdentifierName, null);

var pf = new PropertyFilter();

pf.addIncludeProperty(fe);

var doc = Factory.Document.fetchInstance(os, id, pf);

var identifier =

doc.getProperties().get(keyIdentifierName).getStringValue();

// find case folder of same key identifier value

var sqlStr = "SELECT [" + keyIdentifierName + "], [FolderName],

[PathName], [Id] FROM [CmAcmCaseFolder] WHERE ([" +

keyIdentifierName + "] = '" + identifier + "')";

var sql = new SearchSQL(sqlStr);

var ss = new SearchScope(os);

var objectSet = ss.fetchObjects(sql, new Integer(1), null, null);

var iter = objectSet.iterator();

if (iter.hasNext())

{

418 Advanced Case Management with IBM Case Manager

var folder = iter.next();

// file the doc and save

var drcr = folder.file(doc, AutoUniqueName.AUTO_UNIQUE,

doc.getProperties().getStringValue("Name"),

DefineSecurityParentage.DO_NOT_DEFINE_SECURITY_PARENTAGE);

drcr.save(RefreshMode.NO_REFRESH);

}

6. Create a subscription for the wanted document class or object by using the

newly created event action. Complete the following steps:

a. Identify and click the wanted document class or object for which you want

to create a subscription.

The example uses the Correspondence document type.

b. From the Action menu, click New Subscription to add a subscription (see

Figure 11-2) to this document class.

Figure 11-2 Adding a subscription to the Correspondence document class

Chapter 11. Customization topics 419

7. By using the wizard, enter a display name. In this example, the display name

is Automatic Case Document Filing Subscription, as shown in Figure 11-3.

Figure 11-3 Creating a subscription

8. In the Select the Triggers window of the wizard, select the wanted triggers for

the new subscription. In our example, select Creation Event, as shown in

Figure 11-4 on page 420.

420 Advanced Case Management with IBM Case Manager

Figure 11-4 Specify triggers window for creating a new subscription

9. In the Select an Event Action window of the wizard, choose the newly created

event action and finish the wizard to complete the new subscription.

Test your implementation by creating a document of the specified class. Make

sure that the document is filed into the appropriate case folder.

For more information about how to create a code module for automated

document ingesting can be found at the IBM FileNet P8 Information Center,

which is available at this website:

http://pic.dhe.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.p8.ce.adm

in.tasks.doc/p8pcc047.htm

For more information about how to handle ingested documents through workflow,

see 14.5, “Using Content Platform Engine workflow integration” on page 555.

Chapter 11. Customization topics 421

11.3 Splitting a case

There are instances in which you must split a single case into two separate

cases. For example, in the Customer Complaints solution, a customer might file a

complaint for a product defect and a service failure on the same complaint form

or email. Based on company guidelines, these are two different types of

complaints that must be resolved through two separate review processes. In this

situation, the case worker must split the original case into two separate cases.

Many of the details, such as customer name and the date when the complaint

was filed, are the same for both cases.

The

Split Case page is designed for splitting cases. The Split Case page is

started when the case worker clicks Split Case on the Case toolbar.

When a case is split, a case is created that is based on information from the

original case. Documents in the original case can be selectively moved to the

new case. The new case can be of the same case type or a different type within

the same solution. After the split, the two cases continue independently. The

case history shows the split action and the other related case.

This section describes how to split a case by using the Split Case page.

422 Advanced Case Management with IBM Case Manager

11.3.1 Splitting a case into two cases

The Split Case window is opened by clicking Split Case in the Case Details

page, as shown in Figure 11-5. If there are multiple case types in the solution,

you can select the case type to be created from the split action.

Figure 11-5 Split Case window

The Split Case page contains the following widgets:

򐂰 Case toolbar: Displays header information.

򐂰 Split Case Data: Shows the case properties that can be edited for the new

case. The properties fields are completed with matching values from the

original case.

򐂰 Select Case Documents: Allows a user to select documents from the original

case to be added to the new case.

򐂰 Original Case Data: Displays read-only property values from the original

case.

Tip: The property fields in the new case are completed with matching values

from the original case. However, if the case has a property that has a default

value and the current value of the property in the original case is NULL, the

property is set to the default.

Chapter 11. Customization topics 423

Review the data that is presented for the new case, edit it if necessary, and then

select the case documents to be added to the new case. After user confirmation,

the split operation is completed, which copies the information to a new case

instance. The new case and original case continue independently and complete

separately.

The tasks from the original case continue to run, and new tasks for the new case

are started in the normal fashion. They function the same as though they were

created through the Add Case function. If the user chooses to do so, selected

documents are filed into new case at the case root level. The history of the

original and the new case shows the split action and a link to the other case.

Figure 11-6

shows the history of the split case activity for the example use case.

Figure 11-6 History of the case

424 Advanced Case Management with IBM Case Manager

11.4 Basic customization scenarios

In IBM Case Manager, there are various ways to customize a solution to add

functionality by using custom code in the custom action or toolbar, code in the

script adapter widget that is wired with preinstalled widgets, or with custom

widgets. These can be considered as basic, intermediate, and advanced levels of

customization to IBM Case Manager. This section focuses on the basic

customization scenarios.

The customization scenarios are provided as a subset of the many different ways

to customize IBM Case Manager. Each customization scenario can be altered to

achieve a different result and be provided as working examples.

The following basic customization examples are shown in this section:

򐂰 Adding a button to the toolbar

򐂰 Adding custom actions to menu action

11.4.1 Adding a button to the toolbar

In this example, we add two new buttons to the toolbar. The first button opens a

web page to the Toolbar widget. Complete the following steps:

1. From Case Manager Client, open Page Designer on the wanted page.

2. Edit the settings of the Toolbar widget on the page.

3. Click the Add button icon to show the Action and Alignment drop-down

menus for a new button.

For the Action drop-down menu, choose from Add Case, Custom Add Case

Action, Event Action, Manage Roles, Open Web Page, Preferences, and

Script Action.

For the Alignment drop-down menu, choose from Left, Right, or Center.

4. In this example, we select Open Web Page as the action, Left as alignment,

and enter http://ibm.com as the URL, as shown in Figure 11-7 on page 425.

Disclaimer: IBM does not warrant, represent, or imply reliability, serviceability,

or function of the code that is presented in association with this book. IBM is

under no obligation to update content nor provide further support.

All code is provided “as is,” with no warranties or guarantees whatsoever.

Chapter 11. Customization topics 425

Figure 11-7 Adding a custom button to the toolbar

5. Click OK to add the new button to the toolbar. Then, click OK again to exit the

Toolbar window and save the changes.

6. Commit and deploy the changes to the solution and validate the button in

Case Manager Client.

11.4.2 Adding custom actions to menu action

We customize the menu action of the Case List widget in this example. The menu

options for the Case List widget are called when the user right-clicks a case in

the Case List widget.

Complete the following steps to add an option to show a link to the case through

a menu action in the Case List widget:

1. From Case Manager Builder, open Page Designer on the wanted page.

2. Edit the settings of the Case List widget on the page. In this example, we edit

the settings of the Case List widget on the Cases page.

3. Click the Menu tab, and then click Add Menu Item.

There are various actions that are available by default. For example, choosing

Script Action allows a custom script to be run when the button or menu is

selected.

426 Advanced Case Management with IBM Case Manager

4. Select Script Action as the action. The window automatically fills with three

other text areas: execute, show this script action, and enable this

script action.

5. Copy and paste the script that is provided in Example 11-2 into the Execute

section of the window. This script checks against the Case Title to see

whether it matches with a variable set. In this script, we acquire the value of

the case from the Case List widget by using

this.getActionContext(“CaseReference”). Then, we perform a simple IF

statement to check against the first element in the array that is given from the

function call this.getActionContext(“CaseReference”).

Example 11-2 Sample script action

var x = this.getActionContext("CaseReference");

var c = "CC_Complaint_000000100001";

if(c == x[0].getCaseTitle())

{

alert("This is a special case, please review this case.");

}

else

{

alert("This is a normal case, please proceed.");

}

6. Click OK to add the menu item. Click OK again at the bottom of the Case List

settings window to save the changes.

7. Commit and deploy the changes to the solution and validate the script in Case

Manager Client.

11.5 Intermediate customization scenarios

There are various ways to customize an IBM Case Manager solution. This

section focuses on the intermediate level of customization scenarios. This type of

customization involves adding code in the script adapter widget that is wired with

preinstalled widgets.

The customization scenarios are provided as a subset of the many different ways

to customize IBM Case Manager. Each customization scenario can be altered to

achieve a different result and are provided as working examples.

Chapter 11. Customization topics 427

We show the following intermediate level of customization examples:

򐂰 Enumerating documents

򐂰 Opening multiple work items

򐂰 Adding entry template via custom action

򐂰 Adding an attachment to the case

򐂰 Creating in-basket dynamic filter

򐂰 Filtering Case Information widget to show comments only

򐂰 Modifying property attributes by using the Property Controller

򐂰 Getting the next work item with custom logic after completing a work item

򐂰 Filling the Case List widget based on search results

11.5.1 Enumerating documents

This customization scenario allows a user to enumerate the number of

documents that are attached to a case by using the Script Adapter widget and

wiring it to the Case List widget on the Cases page.

We want the user to select a case in the Case List widget, for a pop-up window to

show the number of documents, and show the document ID of each document in

the root folder of the case. We want to use a script that gets the case folder

ContentItem from the case editable object that is passed in the payload.

Complete the following steps:

1. From Case Manager Builder, open Page Designer on the Cases page.

2. Drag the Script Adapter widget from the widget palette area to the main layout

area. The location of the widget does not matter (whether it is in the hidden

widget area or in a column on the page).

3. Click the Edit Settings icon of the Script Adapter widget and paste the code

in Example 11-3 into the text area that is labeled JavaScript. Click OK to exit

the window.

Example 11-3 Sample script for enumerating documents

var caseEditable = payload.caseEditable;

var caseObj = caseEditable.getCase();

var caseFolder = caseObj.caseFolder;

var actionsHandler = ecm.model.desktop.getActionsHandler();

if (actionsHandler) {

actionsHandler.actionOpen(caseFolder, function(caseFolder,

resultSet) {

alert("The selected case folder has " +

resultSet.items.length + " items.");

for (var i = 0 ; i < resultSet.items.length; i ++) {

428 Advanced Case Management with IBM Case Manager

console.log("Document ID : " + resultSet.items[i].id +

"\n" + "Document Title: " + resultSet.items[i].name);

alert("Document ID : " + resultSet.items[i].id +

"\n" + "Document Title: " + resultSet.items[i].name );

}

});

}

return payload;

4. Click the Edit Wiring icon of the Script Adapter widget and wire it to the Case

List widget to receive the Select Case outgoing event. Click Add Wire and

then click OK to exit the window.

5. Save and close the Cases page, deploy the changes to the solution, and

validate this customization scenario in Case Manager Client, as shown in

Figure 11-8.

Figure 11-8 Viewing pop-up window from enumerating document sample

11.5.2 Opening multiple work items

In this customization scenario, the user can add a custom script to the Script

Adapter widget to open multiple work items with multiple tabs in Case Manager

Client. This opens multiple work items simultaneously in one action. The Script

Adapter widget is wired to the In-baskets widget.

Complete the following steps:

1. Within Case Manager Builder, open Page Designer on the Work page.

2. Click the Edit Settings icon in the In-baskets widget then click the Menu tab.

3. Click the Add Menu Item icon and select Event Action for the Action

drop-down menu.

Chapter 11. Customization topics 429

4. Enter Open All for the Label field, open_all for the Menu Identifier field,

open_all_event for the Event Name field, and select Broadcast as the Event

Type, as shown in Figure 11-9.

Figure 11-9 Adding a menu action for the In-baskets widget

5. Click OK to add the new menu action for the In-baskets widget. Click OK to

save the changes to the In-baskets widget.

6. Drag the Script Adapter widget from the widget palette area to the main layout

area. Click the Edit Settings icon and paste the script that is shown in

Example 11-4 on page 430 into the JavaScript text area. Then, click OK to

save the changes to the Script Adapter widget.

Tip: When possible, it is recommended that you add the Script Adapter to

the hidden widgets page to avoid cluttering the page.

430 Advanced Case Management with IBM Case Manager

Example 11-4 Sample script to open multiple work items

for (var i in payload.WorkItem){

var w = payload.WorkItem[i];

var h = new icm.util.WorkItemHandler(this, true);

w.retrieveStep(function(workItem){

h.handleWorkItem(workItem);

});

}

7. Click the Edit Wiring icon on the Script Adapter widget to wire the Script

Adapter widget to the In-baskets widget. Select In-baskets as the source

widget, select *open_all_event as the outgoing event, and select Receive

event payload as the Incoming event.

8. Click Add Wire and then click OK to exit the window.

9. Save and close Page Designer and deploy the changes to the solution. To

validate this customization scenario, click the first work item once and hold

the Shift key to highlight the second work item in the In-baskets widget. Then,

right-click either case and select Open All to open them in multiple tabs, as

shown in Figure 11-10.

Figure 11-10 Opening multiple work items

Chapter 11. Customization topics 431

11.5.3 Adding entry template via custom action

This customization scenario allows the user to create a custom toolbar action to

open an IBM Content Navigator action for an entry template. The entry template

must be created beforehand and then the custom toolbar action starts the IBM

Content Navigator action.

Complete the following steps:

1. Create an entry template that uses FileNet Workplace XT by using the IBM

FileNet Workplace XT Entry Template Designer.

For more information about entry templates, see the IBM FileNet P8

Information Center at this website:

http://pic.dhe.ibm.com/infocenter/p8docs/v5r1m0/index.jsp?topic=%2Fc

om.ibm.usingeuc.doc%2Feuche013.htm

2. Copy the version series ID of the newly created entry template.

3. Within Case Manager Builder, open Page Designer on the Cases page.

4. Click the Edit Settings icon on the Toolbar widget and click the Add Button

icon.

5. Select Script Action when you are clicking the drop-down menu for Action.

Add the value Add Entry Template for the label field.

6. Paste the script that is in Example 11-5 on page 432 into the Execute text

area. Make sure to replace the text in the first line with the version series ID of

the newly created template.

This script allows you to open a window to add an entry template that is

started as an IBM Content Navigator action. The script calls the Navigator

action through

ecm.model.desktop.getActionsHandler(lang.hitch(this,function(actions

Handler). We can display the entry template through the version series ID

and the repository ID.

432 Advanced Case Management with IBM Case Manager

Example 11-5 Sample script for opening an entry template

var entryTemplateId = "YOUR VERSION SERIES ID HERE";

var repositoryId = this.getWidget().getSolution().getTargetOS().id;

require([

"dojo/_base/declare",

"dojo/_base/lang"

], function(

declare,

lang

) {

ecm.model.desktop.getActionsHandler(lang.hitch(this,

function(actionsHandler) {

var repository =

ecm.model.desktop.getRepository(repositoryId);

repository.retrieveItem(entryTemplateId,

function(item) {

if (item && item.mimetype) {

switch (item.mimetype) {

case

"application/x-filenet-documententrytemplate":

case

"application/x-filenet-entrytemplate":

actionsHandler.actionView(repository, [

item

]);

break;

}

}, "EntryTemplate", "current", entryTemplateId);

}));

});

7. Click OK to add the button to the toolbar widget and then click OK to save the

changes to the toolbar widget.

8. Save and close the page in Page Designer, then deploy the changes to the

solution. To validate this customization scenario, click Add Entry Template to

open a pop-up window to add the entry template, as shown in Figure 11-11

on page 433.

Chapter 11. Customization topics 433

Figure 11-11 Adding an entry template in Case Manager Client

11.5.4 Adding an attachment to the case

Often, a case worker wants to add an attachment to the case from the local

system but does not want to browse to the repository each time to find the case

folder. This customization scenario allows the case worker to add an attachment

to file into the case without having to browse to the case folder in the Save in field

for the Add Document window on the Work Details page. This customization

scenario uses custom script in an event action in the Attachment widget. It also

uses custom script in a Script Adapter widget.

434 Advanced Case Management with IBM Case Manager

Complete the following steps:

1. From Case Manager Builder, open Page Designer on the Work Details page.

2. Click the Edit Settings icon for the Attachments widget on the page.

3. Click the Menus tab, then click the Add Menu Item icon.

4. Select Event Action under the Action drop-down menu. Then, enter the

following values:

– Label: Add Document From Local File System

–Event Name: icm.AddDocToBothCaseAndAttachment

– Event Type: Wiring

– Enable this event action: Paste the script that is shown in Example 11-6.

Example 11-6 Sample script for Attachment widget event action

if (attachment && attachment.length > 0) {

attachment = attachment[0];

}

if ((attachment && (attachment.get("readOnly") == true)) ||

(!attachment)){

return false;

}else{

return true;

}

5. Click OK at the bottom of the form to add the new menu item. Click OK again

to save the changes to the Attachments widget.

6. Drag the Script Adapter widget from the widget palette area to the main

layout area. It is recommended to put this Script Adapter widget into the

hidden widgets area. Click Show/Hide Hidden Widgets in the toolbar area of

Page Designer to show the hidden widgets area.

7. Click the Edit Settings icon on the Script Adapter widget.

8. Select the Block outbound event option.

Note: If you are using the Customer Complaints solution, make sure that the

appropriate step has an attachment added as part of the workflow.

Chapter 11. Customization topics 435

9. Paste the custom script that is shown in Example 11-7 into the JavaScript text

area. This custom script uses the Add Document dialog, retrieves the case

folder, and makes it as the parent folder of the Add Document dialog. It also

hides the Save in field that is present in the Add File from Add Document

dialog.

Example 11-7 Sample custom script for adding an attachment

var self = this;

/*Wire to page container icm.SendWorkItem event, retrieve the

workitem related case.*/

if(payload.eventName == "icm.SendWorkItem"){

self.workItemEdt = payload.workItemEditable;

self.workItemEdt.retrieveStep(function(){

self.case = self.workItemEdt.getCase();

});

}

/*Wire to event action on attachment, which published the user

configured event icm.AddDocToBothCaseAndAttachment*/

if(payload.eventName == "icm.AddDocToBothCaseAndAttachment"){

/*Get the selected attachment sent from event action*/

self.attachment = payload.Attachment;

/*Callback to add case document as attachment*/

var _addToAttachment = function(contentItem){

self.onPublishEvent("icm.SendEventPayload",

{"attachmentName":self.attachment.id, "documents":[contentItem]});

};

/*retrieve the case folder, make it as the parent folder of the

add document dialog*/

self.case.retrieveCaseFolder(function(){

var parentFolder = self.case.getCaseFolder();

require(["dojo/dom-style",

"ecm/widget/dialog/AddContentItemDialog"],function(domStyle,

AddContentItemDialog){

/*Create the add document dialog*/

self.addContentItemDialog = new AddContentItemDialog();

var contentItemGeneralPane =

self.addContentItemDialog.addContentItemGeneralPane;

/*Hide the "Save in" field - ICM requirement*/

436 Advanced Case Management with IBM Case Manager

domStyle.set(contentItemGeneralPane._documentOnlyArea,

"display", "none");

/*Show the add document dialog*/

self.addContentItemDialog.show(parentFolder.repository,

parentFolder, true, false, _addToAttachment, null, false, null,

true);

});

}

10.Click OK in the Script Adapter widget. Then, click the Edit Wiring icon on the

Script Adapter widget.

11.Under the section that is labeled Incoming Events for the Script Adapter,

specify the following values under each drop-down menu:

– Source widget: Page Container

– Outgoing event: Send work item

– Incoming event: Receive event payload

12.Click Add Wire.

13.Specify a second incoming event for the Script Adapter with the following

values:

– Source widget: Attachments

– Outgoing event: *icm.AddDocToBothCaseAndAttachment

– Incoming Event: Receive event payload

14.Click Add Wire.

15.Under the section that is called Outgoing Events for the Script Adapter,

specify the following values under each drop-down menu:

– Outgoing event: Send event payload

– Target widget: Attachments

– Incoming event: Add document attachment

16.Click Add Wire. Then, click OK to save the changes to the wiring for the

Script Adapter widget.

17.Save the changes to the page, deploy the changes in Case Manager Builder,

and open Case Manager Client to validate the customization scenario.

18.On the Work Details page, browse to the Attachments widget, click Actions,

and then select the newly created menu item, Add Document From Local

File System. The window that opens after you click the menu item does not

require the user to specify where to save the attachment. The attachment is

automatically saved to the case folder.

Chapter 11. Customization topics 437

11.5.5 Creating in-basket dynamic filter

This customization scenario adds an in-basket dynamic filter. The in-basket

widget loads when the dynamic filter is received so that the results that are

shown in the in-basket widget already are filtered to the case worker.

Complete the following steps:

1. From Case Manager Builder, open Page Designer on the Work page.

2. Drag the Script Adapter widget from the widget palette area to the main layout

area.

3. Wire the Script Adapter widget to the Page Container widget under the

Incoming Events section by setting the following values:

– Source widget: Page Container

– Outgoing event: Page Activated

– Incoming event: Receive event payload

Click Add Wire to add this wiring setting.

4. Wire the Script Adapter widget to the Page Container widget under the

Outgoing Events section by setting the following values:

– Outgoing Event: Send event payload

– Target widget: In-baskets

– Incoming event: Apply filter

Click Add Wire to add this wiring setting.

5. Validate that the In-basket widget is wired appropriately.

6. Click the Edit Settings icon for the Script Adapter widget and paste the script

that is shown in Example 11-8 on page 438 into the JavaScript text area. The

following script grabs the current user name and constructs variables to pass

to the icm.model.InbasketDynamicFilter.fromJSON(data); function to

perform the dynamic filter.

Note: The script that is shown in Example 11-8 on page 438 is specific to

the Customer Complaints solution. Make sure to create a case property for

the Customer Complaints solution that is called AssignedToUser. The

in-basket dynamic filter searches on this case property and matches it to

the user name, which is case-sensitive.

438 Advanced Case Management with IBM Case Manager

Example 11-8 Sample script for in-basket dynamic filter

var myUser = ecm.model.desktop.userDisplayName;

var data = {

"queueName":"CC_Specialist",

"inbasketName":"Specialist",

"hideFilterUI":false,

"queryFilter":"(CC_AssignedToUser = :A)",

"queryFields":[

{

"name":"CC_AssignedToUser",

"type":"xs:string",

"value":"*"

}

"hideLockedByOther":"true"

};

data.queryFields[0].value = myUser;

var model = icm.model.InbasketDynamicFilter.fromJSON(data);

console.log(model);

var modelArray = [];

modelArray.push(model);

return {"dynamicFilters":modelArray};

7. Click the Edit Settings icon for the In-baskets widget and select the Do not

populate the in-basket until the dynamic filter is received option. This

ensures that the in-basket widget loads only when the filter is received.

8. Save and close the changes to the page within Page Designer. Ensure that

the newly created case property AssignedToUser is available to the case type

and the Specialist in-basket.

9. To validate this customization scenario, create a case and enter P8Admin if

you are logged in as P8Admin for the case property AssignedToUser on the

Work Page in Case Manager Client. Ensure that the case is opened to the

Specialist queue and it appears in the in-basket widget on Case Manager

Client.

In Figure 11-12 on page 439, there are three work items in the Specialist

queue, but only one is available because it has the value P8Admin, which

matches the logged in user.

Chapter 11. Customization topics 439

Figure 11-12 In-basket widget dynamic filter

11.5.6 Filtering Case Information widget to show comments only

This customization scenario allows the Case Information widget to show only

comments that are attached to the case. This helps to filter down the History tab

of the Case Information widget.

Complete the following steps:

1. From Case Manager Builder, open Page Designer for a page or a custom

page with the Case List widget. In this example, we customize the Cases

page.

2. Drag the Script Adapter widget from the widget palette area to the main layout

area.

3. Wire the Script Adapter widget to the Page Container widget under the

Incoming Events section by setting the following values:

– Source widget: Page Container

– Outgoing event: Page Opened

– Incoming event: Receive event payload

Click Add Wire to add this wiring setting.

4. Wire the Script Adapter widget to the Page Container widget under the

Outgoing Events section by setting the following values:

– Outgoing Event: Send event payload

– Target widget: Case Information

– Incoming event: Filter History

Click Add Wire to add this wiring setting.

440 Advanced Case Management with IBM Case Manager

5. Click the Edit Settings icon for the Script Adapter widget. Paste the code that

is shown in Example 11-9 into the JavaScript text area. This script filters the

payload of the Case Information widget to show only case comments.

Example 11-9 Sample script to show comments only

payload = {"show":"Summary", "showValue":"Summary",

"forEntry":"Comments", "forValue":"Comments"};

return payload;

6. Save the changes to the page, deploy the changes to the solution, and open

Case Manager Client to the page with the Case List widget. In this example,

we open the Cases page and click a case in the Case List widget. The History

tab of the Case Information widget shows the comments of the case.

11.5.7 Modifying property attributes by using the Property Controller

This customization scenario involves hiding or showing certain case properties,

depending on what the user selects in a choice list case property. This scenario

demonstrates how to adjust the PropertyController settings in the context of the

Coordination topic.

When the page broadcasts a SendCaseInfo event, for example, each widget

begins the process of loading their widget content. This loading is asynchronous

and can take longer for some widgets, such as the Form widget. In the case of

data widgets, such as the Properties, Form, Attachments widgets, one widget

can complete the loading process and prepare for user input before another.

Therefore, the user can begin interacting with that widget’s user interface while

the other widgets are still loading. Because all of these widgets share a controller

instance, it becomes difficult to ascertain the controller’s initial state when testing

for dirty state.

The LOADWIDGET and AFTERLOADWIDGET topics were introduced to

coordinate the loading process so that all widgets can be certain of the moment

when the loading process was complete by all data widgets.

Specifically, the LOADWIDGET topic indicates that a widget can begin loading its

content. The completion callback is called when the loading process is complete.

The Properties widget responds to this topic by loading the widget in a read-only

state to temporarily prevent user input.

Important: This customization scenario and the LOADWIDGET and

AFTERLOADWIDGET topics are not available in IBM Case Manager V5.2. It

is available in IBM Case Manager V5.2.0.001.

Chapter 11. Customization topics 441

After all of the widgets respond to the LOADWIDGET topic, then the

AFTERLOADWIDGET topic is triggered. Its payload includes a time stamp that

indicates the moment when all data widgets were loaded. The Properties widget

responds to this topic by switching the view to an editable state to allow user

input.

The following customization scenario shows how coordination topics can be used

to customize some of the controller while the page is loaded:

1. Open the Case Details page in Page Designer.

2. Drag the Script Adapter widget from the widget palette area to the main layout

area or the hidden widgets area.

3. Wire the Script Adapter to the Send case information event from the Page

Container widget.

4. Click the Edit Settings icon for the Script Adapter widget and paste the

custom script that is shown in Example 11-10 into the JavaScript text area.

This custom script uses the Property Controller to detect if the user changed

the Upgrade Category case property value to Product or Service Plan on the

Case Details page. If the user selects Product, the Part Number case

property becomes required and the Customer Since case property is hidden.

If the user selects Service Plan, the Customer Since case property becomes

required and the Part Number case property is hidden.

IBM Case Manager V5.2.0.001 adds the LOADWIDGET and

AFTERLOADWIDGET topics that allows the coordination events to be run.

Example 11-10 Sample custom script for modifying property attributes

require(["icm/base/Constants",

"icm/model/properties/controller/ControllerManager"],

function(Constants, ControllerManager) {

var coordination = payload.coordination;

var editable = payload.caseEditable;

var collectionController;

var upgradePropertyController;

var productPropertyController;

var servicePropertyController;

var handle;

/* Define the value change handler for the CC_UpgradeCategory

property. This

handler updates the state of the CC_PartNumber and

CC_CustomerSince

properties each time the value of the CC_UpgradeCategory

property changes. */

442 Advanced Case Management with IBM Case Manager

var upgradeMethodValueChangedHandler =

function(upgradeMethodValue) {

productPropertyController.set("hidden", upgradeMethodValue !==

"Product");

productPropertyController.set("required", upgradeMethodValue

=== "Product");

servicePropertyController.set("hidden", upgradeMethodValue !==

"Service Plan");

servicePropertyController.set("required", upgradeMethodValue

=== "Service Plan");

};

/* Define the handler for the LOADWIDGET topic. */

var loadTopicHandler = function(context, complete, abort) {

/* Create the controller binding. */

collectionController = ControllerManager.bind(editable);

upgradePropertyController =

collectionController.getPropertyController("CC_UpgradeCategory");

productPropertyController =

collectionController.getPropertyController("CC_PartNumber");

servicePropertyController =

collectionController.getPropertyController("CC_CustomerSince");

/* Wire up the value changed handler for the CC_UpdateCategory

property. */

handle = upgradePropertyController.watch("value",

upgradeMethodValueChangedHandler);

/* Call the value changed handler directly to update the

initial state

of the CC_PartNumber and CC_CustomerSince properties based on

the current

value of the CC_UpgradeCategory property. */

upgradeMethodValueChangedHandler(upgradePropertyController.get("valu

e"));

/* Call the coordination completion method. */

complete();

};

/* Define the handler for the AFTERSAVE and AFTERCANCEL topics.

var closeTopicHandler = function(context, complete, abort) {

/* Release the value changed handler. */

Chapter 11. Customization topics 443

handle.remove();

/* Release the controller binding. */

ControllerManager.unbind(editable);

/* Call the coordination completion method. */

complete();

};

/* Wire up the coordination topic handlers. */

coordination.participate(Constants.CoordTopic.LOADWIDGET,

loadTopicHandler);

coordination.participate(Constants.CoordTopic.AFTERSAVE,

closeTopicHandler);

coordination.participate(Constants.CoordTopic.AFTERCANCEL,

closeTopicHandler);

});

5. Save the changes to the page and deploy the changes to the solution. To

validate this customization scenario in Case Manager Client, open the Case

Details page and notice that the Customer Since field is hidden and the Part

Number field is required when Product is selected in the Upgrade Category

field. Similarly, notice that the Part Number field is hidden and the Customer

Since field is required when Service Plan is selected in the Upgrade Category

field.

11.5.8 Getting the next work item with custom logic after completing

a work item

This customization scenario allows the user to complete a work item, then have

some custom logic to retrieve the next work item automatically. The custom logic

in this specific example retrieves the next work item that has the same step name

as the one that was opened from the In-baskets widget.

This customization scenario uses the get next option that is available in the

Work Item Toolbar widget’s Complete action. The Complete action in the Work

Item Toolbar widget can be enabled to automatically get the next work item. This

retrieves the next work item when the case worker clicks Complete.

Note: This customization scenario can be modified to be added to the

Work Details page, Add Cases page, or Add New Task page. The wiring

and the custom script must be modified accordingly.

444 Advanced Case Management with IBM Case Manager

This customization (as shown in Figure 11-13) extends this standard feature in

IBM Case Manager and adds custom logic.

Figure 11-13 Work Item Toolbar widget’s Complete action

For the Customer Complaints solution, if a case worker is of the Specialist Role

and opens the only Review Product Compliant work item in the work queue and

the rest of the work items in the queue for the Specialist role are Review

Non-Product Compliant work items, the work details page notifies the case

worker that there are no more work items to retrieve.

Complete the following steps to customize the solution:

1. Open the page or custom Work Details page in Page Designer. In this

example, we use the Work Details page.

2. Open the Edit Wiring window and select the Page Container widget. Click the

Event Broadcasting tab and clear the Send work item. This ensures that the

custom script we add in later broadcasts this event, instead of the page.

Chapter 11. Customization topics 445

3. Click the Edit Settings icon on the Work Item Toolbar widget. Click the

Toolbar tab and double-click the Complete toolbar label to edit it.

4. Select the Automatically get the next work item option. This enables the

Complete button on the work details page to retrieve the next work item. Click

OK to save the changes to the Complete button, then click OK again to save

the changes to the Work Item Toolbar.

5. Drag the Script Adapter widget from the widget palette area to the main layout

area.

6. Click the Edit Settings icon on the Script Adapter widget and paste the script

that is shown in Example 11-11 into the JavaScript text area. This script is a

sample that requires the next work item to have the same step name as the

first work item that was opened from the In-baskets widget directly. This can

be changed or modified if you want to retrieve the next work item by using

different criteria.

Example 11-11 Sample script to process a work item

var widget = this;

require([

"dojo/_base/declare",

"dojo/_base/lang",

"icm/util/WorkItemHandler",

], function(

declare,

lang,

WorkItemHandler

) {

if(payload !== null){

var workItemEditable = payload.workItemEditable;

var UIState = payload.UIState;

if ( workItemEditable !== null) {

/*If the current work item is not gotten from get next

function, just show it*/

var stepName = workItemEditable.getStepName();

if(UIState !== null && UIState.get("GetNext") === true){

/*do any rules based on business logic*/

if ( widget.lastWorkItemStepName && stepName !==

widget.lastWorkItemStepName){

/* if the work item is not expected. We always need to

handle the work item with same stepName for handling */

var icmWorkitem = workItemEditable.getWorkItem();

446 Advanced Case Management with IBM Case Manager

if(UIState !== null &&

UIState.get("workItemReadOnly") !== true){

icmWorkitem.abortStep(lang.hitch(this,

function(){

var handler = new WorkItemHandler(widget);

handler.handleNextWorkItem(icmWorkitem);

}));

}else{

var handler = new WorkItemHandler(widget);

handler.handleNextWorkItem(icmWorkitem);

}

}else{

widget.lastWorkItemStepName = stepName;

widget.onBroadcastEvent("icm.SendWorkItem",

payload);

}

}else{

widget.lastWorkItemStepName = stepName;

widget.onBroadcastEvent("icm.SendWorkItem", payload);

}

});

return null;

7. Click the Edit Wiring icon on the Script Adapter widget and enter the following

values under the section that is labeled Incoming Events for the Script

Adapter:

– Source widget: Page Container

– Outgoing event: Send work item

– Incoming event: Receive event payload

8. Click OK to save the changes to the Script Adapter widget.

9. Save the changes to the page, deploy the changes to the solution, and open

Case Manager Client to validate this customization scenario. To validate,

open a work item directly from the In-baskets widget to view the work item on

the Work Details page. Then, complete the work item and notice that the next

work item with the same step name comes up automatically. When there are

no more work items with the same name in the In-baskets widget, a window

opens.

Chapter 11. Customization topics 447

11.5.9 Filling the Case List widget based on search results

This customization scenario allows the user to automatically complete the Case

List widget with a list of cases that is based on search results. This allows the

user to load a page with the Case List widget that already contains the cases that

are relevant to the user.

This customization scenario can be added to a custom page so that a case

worker has the cases already preinstalled that are based on the customer state

and sorted by the complaint received date.

Complete the following steps:

1. Open the page or custom page with the Case List widget in Page Designer. In

this example, we use the Cases page.

2. Drag the Script Adapter widget onto the page.

3. Click the Edit Wiring icon for the Script Adapter widget.

4. Under the Incoming Events section, make the following selections:

– Source widget: Page Container

– Outgoing event: Page opened

– Incoming event: Receive event payload

Click Add Wire to add the wiring.

5. Under the Outgoing Events section, make the following selections:

– Outgoing event: Send event payload

– Target widget: Case List

– Incoming event: Search cases

Click Add Wire to add the wiring.

6. Click the Edit Settings icon for the Script Adapter widget and paste the script

that is shown in Example 11-12 on page 448 into the JavaScript text area.

This script creates a case search that filters on cases by the customer state

field, removes that field from the Case List view, and sorts the result by the

complaint received date. This is done by using the utility class of

icm.util.SearchPayload that can be referenced in the IBM Case Manager

JavaScript API reference documentation.

448 Advanced Case Management with IBM Case Manager

Example 11-12 Sample custom case list script

var solution = this.solution;

var params = {};

var self = this;

var caseType = solution.getPrefix() +"_Complaint";

var complaintReceivedAttrId = solution.getPrefix()

+"_ComplaintReceivedDate";

var customerStateAttrId = solution.getPrefix() +"_CustomerState";

var customerStateAttrDisplayName = "Customer State";

require(["icm/util/SearchPayload"],function(SearchPayload){

solution.retrieveCaseTypes(function(){

solution.retrieveAttributeDefinitions(function(attributesDef) {

var searchPayload = new SearchPayload();

searchPayload.attributeDefinitions = attributesDef;

params.ObjectStore = solution.getTargetOS().id;

var criterion = new ecm.model.SearchCriterion({"id":

customerStateAttrId, "name":customerStateAttrDisplayName,

"selectedOperator": "NOTIN", "dataType": "xs:string","defaultValue"

: "Completed", "value": "Completed", "values": ["Completed"]});

params.criterions = [criterion];

params.CaseType = caseType;

params.solution = solution;

var searchPayload = new SearchPayload();

searchPayload.setModel(params);

var payload = searchPayload.getSearchPayload();

var property;

var newdvprops = [];

for (var i=0; i<payload.detailsViewProperties.length;

i++) {

property = payload.detailsViewProperties[i];

if(property.symbolicName !== customerStateAttrId ){

newdvprops.push(property);

}

Chapter 11. Customization topics 449

payload.detailsViewProperties = newdvprops;

payload.searchTemplate.resultsDisplay.sortAsc = true;

payload.searchTemplate.resultsDisplay.sortBy =

complaintReceivedAttrId;

self.onBroadcastEvent("icm.SearchCases", payload);

});

7. Select the Block outbound event option.

8. Save the changes to the page in Page Designer, deploy the changes to the

solution, and open Case Manager Client. When the page opens with the

Case List widget, you notice that only the cases with the customer state filled

out are shown and those shown cases are sorted by the complaint received

date.

11.6 Advanced customization scenarios

The advanced customization scenario consists of creating custom widgets to

accomplish any solution customization that cannot be done through custom

scripts as described in 11.5, “Intermediate customization scenarios” on

page 426.

Multiple custom widgets can be packaged into one widget package to be

registered and deployed by using the IBM Case Manager administration client or

the IBM Case Manager configuration tool.

Having custom widgets provides a more organized way to add complex

customization cases.

For more information about custom widget development, see 10.5, “Creating and

deploying a custom widget” on page 386.

450 Advanced Case Management with IBM Case Manager

11.7 Multilingual support

Companies must develop solutions that can be used in different geographic

regions with support for multiple languages. IBM Case Manager has multilingual

support throughout the solution. A single solution can be translated to more than

one language and locale.

IBM Case Manager V5.2 supports 29 languages, including right-to-left

languages, such as Hebrew and Arabic.

This section describes what can be localized and how to configure individual

components for multilingual support in IBM Case Manager.

11.7.1 Translating the Case Manager user interface

The components of IBM Case Manager can be translated easily through the

browser locale or by setting the application language. The text in Case Manager

Builder and Case Manager Client are translated automatically when the browser

locale or the application language is changed.

Figure 11-14 shows Case Manager Builder in the Spanish language.

Figure 11-14 Translating Case Manager Builder to Spanish

Chapter 11. Customization topics 451

All default strings in pages and views are automatically translated to supported

languages in Case Manager Client, as shown in Figure 11-15. Also shown is a

custom string in the toolbar button that is labeled Add Entry Template that is not

translated. This custom string is not translated automatically.

For more information about translating custom strings, see 11.7.2, “Translating

custom strings, solution assets, and others” on page 451.

Figure 11-15 Translating Case Manager Client to Spanish

11.7.2 Translating custom strings, solution assets, and others

More steps must be taken to translate the following items:

򐂰 Custom strings on a page or view

򐂰 Solution workflow assets that are stored in the Content Platform Engine

򐂰 Solution content assets that are stored in the Content Platform Engine

򐂰 Form templates with IBM Forms or FileNet eForms

For information, see the IBM Case Manager Information center, which is

available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.design.doc/acmdt025.htm

452 Advanced Case Management with IBM Case Manager

Chapter 12. Advanced solution topics

Although solutions can be built completely within IBM Case Manager Builder

application, more advanced customization is often required. For example, a loan

application might require a web services call to a loan rating application or when

a document is added to a case, the case owner must be notified via email. Such

activities require capabilities of the underlying system that are beyond the skill

set of the Case Manager Builder business user target audience. This chapter

describes some of the advanced capabilities that are available within the system

and the tools available for using those capabilities.

This chapter includes the following sections:

򐂰 Introduction

򐂰 Process Designer integration

򐂰 Shadow fields and queue updates

򐂰 Case operation components

򐂰 Advanced design examples

454 Advanced Case Management with IBM Case Manager

12.1 Introduction

Many solution design and editing tasks are accomplished in the IBM Case

Manager Builder application. That user interface abstracts the complex

underlying configuration of solution design and editing into a simplified

case-oriented user environment.

IBM Case Manager provides the Step Designer for creating and managing tasks

within the Case Manager Builder. The following task components are provided:

򐂰 Activity steps

򐂰 Attachments

򐂰 Properties

򐂰 Routes

򐂰 Rule steps

򐂰 Stub steps

򐂰 Workflow groups

There are many configuration options for each of these components that allow

the Step Designer user to create and manage complex workflow operations

within a case.

This chapter is intended for the user who works with the solution in ways that are

not available in the Step Designer application. Others that are involved in solution

design should review these topics to better understand the capabilities that are

not accessible from the Case Manager Builder application.

The person who performs the activities that are described in this chapter might

have one of many titles in an organization, such as business analyst, IT

administrator, developer, systems engineer, and architect. This chapter

describes activities that are not traditional developer activities because actual

programming is not required.

Configuration activities in this chapter are similar to advanced macro

programming because the user drags configurable operations into a workflow

map instead of writing code in a programming language. Although understanding

programming principles is helpful, knowledge of a programming language is not

required. For the purposes of this chapter, we call this person the

solution

designer

The solution designer is expected to have advanced training in workflow design

and in the underlying content and workflow environments. IBM provides several

training courses to prepare the solution designer to do this type of workflow

design and editing.

Chapter 12. Advanced solution topics 455

We also recommend that you review the following IBM Redbooks publications:

򐂰 IBM FileNet Content Manager Best Practices and Recommendations,

SG24-5447, which is available at this website:

http://www.redbooks.ibm.com/abstracts/sg247547.html?Open

򐂰 Introducing FileNet Business Process Manager, SG24-7509, which is

available at this website:

http://www.redbooks.ibm.com/abstracts/sg247509.html?Open

12.2 Process Designer integration

A solution designer can use a combination of the Case Manager Builder Step

Designer and the Process Designer application for advanced solution editing.

Process Designer allows the advanced user to edit complex workflows and it

provides for advanced manipulation of the target execution environment.

For more information about enhancing solution designs by using Process

Designer, see the IBM Case Manager Information Center at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/index.jsp?topic=%2Fco

m.ibm.casemgmt.help.doc%2Facmpdh01.htm

12.2.1 Accessing Process Designer

You can access Process Designer from IBM Case Manager Builder and from the

Process Designer that is hosted by Workplace FileNet Workplace XT.

Accessing from IBM Case Manager Builder

The Process Designer is integrated with Case Manager Builder. In distributed

environments, make sure that the proper library JAR files are installed for

Process Designer to function property with the Case Manager application.

For more information, see IBM Case Manager Information Center at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/index.jsp?topic=%2Fco

m.ibm.casemgmt.installing.doc%2Facmin141.htm

Note: IBM FileNet Business Process Manager was renamed as IBM Case

Foundation.

456 Advanced Case Management with IBM Case Manager

Process Designer is accessible within Case Manager Builder at the Solution and

Task levels. Figure 12-1 shows the option of using Process Designer within Case

Manager Builder at the Solution level.

Figure 12-1 Accessing Process Designer from Case Manager Builder’s Solution level

When a solution or task is opened by using the Process Designer in this manner,

the multiuser editing mechanism protects the solution artifacts from editing

conflicts. Workflows and workflow configuration functionality (including roles and

in-basket definitions) are editable only if a lock is granted for the items.

For more information about multi-user editing, see 5.4.1, “Multiple user solution

development in Case Manager Builder” on page 167.

Figure 12-2 on page 457 shows the option of opening Process Designer within

Case Manager Builder at the Task level.

Chapter 12. Advanced solution topics 457

Figure 12-2 Edit Task in Process Designer

Table 12-1 lists the differences between solution-level integration and task-level

integration.

Table 12-1 Differences between Solution level and Task level integration

Solution-level integration Task-level integration

Process Designer selectively locks

portions of the solution as they are

accessed.

Process Designer locks the selected task.

The user can edit all of the unlocked task

workflows and the solution workflow

configuration

that are associated with the

case type.

a. Queue, roster, and in-basket configurations.

The user can edit unlocked task

workflows only.

The user can edit the solution

configuration objects such as Views →

Configuration, Views → Roles, and

Views → In-baskets are enabled

Advanced solution configuration is

disabled.

458 Advanced Case Management with IBM Case Manager

Accessing from Workplace FileNet Workplace XT

When Process Designer is started as an applet in Workplace FileNet Workplace

XT, it accesses solutions through direct access to the object store where the

solution elements are stored.

For Process Designer to work properly with case elements, the proper libraries

must be installed. In distributed environments, it is possible they were not

installed properly. For more information about the proper configuration for

WorkplaceXT, see this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.installing.doc/acmin141.htm

12.2.2 Solution editing

You can edit a solution by using the Process Designer. This is equivalent to

editing the solution from the Case Manager Builder, except that the solution

designer retains the ability to modify other solution elements in Case Manager

Builder.

Complete the following steps to edit the solution from the Process Designer:

1. Start the Process Designer and select File → Solution → Edit, as shown in

Figure 12-3.

Figure 12-3 Edit solution through Process Design

2. Select the solution to edit by browsing to the object store and selecting the

solution definition.

Chapter 12. Advanced solution topics 459

Case Manager solution documents are stored in a design object store.

Solution documents are stored in <Object Store> → IBM Case Manager →

<Solution Name>.

Figure 12-4 shows the Customer Complaints solution that is stored in

CMDOS → IBM Case Manager → Customer Complaints.

Figure 12-4 Solution document hierarchy

As with solution editing that is listed in Table 12-1 on page 457, you have control

over most aspects of the solution. The solution or task is opened by using the

multiuser editing mechanism that protects the solution artifacts from editing

conflicts. That mechanism ensures that workflows and workflow configuration are

editable only if a lock is granted for the items.

12.2.3 Process editing

You can edit a workflow process by using Process Designer. This editing method

is used to correct problems with the workflow that prevent it from being opened

as part of a solution.

Warning: This method should be used only when a solution workflow cannot

be opened through other methods. Otherwise, avoid accessing workflows in

this manner because it bypasses the built-in Case Manager multiuser locking

mechanism. When a workflow is opened this way, it is opened as a

stand-alone workflow that is independent of the Case Manager environment.

460 Advanced Case Management with IBM Case Manager

Complete the following steps to open the workflow in the Process Designer:

1. Start the Process Designer and select File → FileNet → FileNet

Open/Checkout.

2. Select the process to edit by browsing to the design object store and selecting

the workflow object.

Because this way of opening a workflow process is outside the scope of a

solution workflow, validation is run against the running workflow system. Solution

properties, queues, and so forth, that are not deployed to the running workflow

system can result in false failures. Further, inserting operations can cause a

workflow to not be opened in Case Manager Builder.

As of Case Manager version 5.2, multiuser editing of a solution creates locking

that is circumvented when this method is used. Again, you should refrain from

the use of this editing method to situations where directed to do so by IBM

support.

For more information about multi-user editing, see 5.4.1, “Multiple user solution

development in Case Manager Builder” on page 167.

12.2.4 Activity parameters in Process Designer

Because they are so flexible, activity steps often require special configuration.

Understanding how to access the parameter configuration options helps you

better implement them.

Figure 12-5 shows the most common method for adding workflow data fields to

an activity step. The user selects the data field under the Available Parameters or

the Selected Parameters columns and moves them by using the arrows that are

between the columns.

Figure 12-5 Step parameters

Chapter 12. Advanced solution topics 461

When the Business Objects icon is selected on the step, the window that is

shown in Figure 12-6 opens. The user selects the case or the task property by

using the drop-down menu. The selected parameters appear without their

F_CaseFolder and F_CaseTask prefixes in the selected properties column.

Figure 12-6 Business Object parameter selection

Figure 12-7 on page 462 shows the step details of the use of the advanced

editing option. All of the shown step parameters are case properties. Workflow

data fields appear without the function icon and the expression column matches

the Name column. The expression column shows the value that is passed to the

step parameter that is shown in the Name column.

462 Advanced Case Management with IBM Case Manager

Figure 12-7 Step parameter details

12.3 Shadow fields and queue updates

As of Case Manager 5.2, enhancements in handling case properties within the

workflow system removed the need for shadow fields (for more information about

shadow fields definition, see 12.3.1, “Shadow field defined” on page 463). These

enhancements have implications for new tasks and older tasks in solutions that

were upgraded from previous versions of Case Manager. We recommend that

you refrain from using shadow fields in any solutions because their use can lead

to confusion and unexpected behavior.

We include the description of shadow fields in this section only for older tasks

that still have and must use shadow fields.

When a Case Manager solution is upgraded to 5.2, shadow fields are not

removed. You can and should remove these shadow fields unless you used them

for a specific purpose. Upgraded solutions can include operations that use

shadow fields as workflow data fields. Therefore, before shadow properties are

removed, the workflow must be examined to ensure that removing the shadow

fields does not cause unexpected results.

Chapter 12. Advanced solution topics 463

12.3.1 Shadow field defined

A shadow field is a workflow data field that is named the same as a case

property. They were instituted to provide a mechanism for displaying case

properties values on in-baskets. Both case properties and workflow data fields

are used as variables in the workflow. Table 12-2 lists the types of workflow

variables.

Table 12-2 Comparison of workflow variables

The example that is listed in Table 12-2 shows how three different variables for

TaskTrigger are available to a task workflow. When a case property and its

shadow field are present in a workflow, the case property or the shadow field

value displays in a queue. Further, when a task workflow starts with a shadow

field, the value of the shadow field is set to the Case Property value by the

Launch Event processor.

The case property and its shadow field continue to exist as two independent

variables that are available to the workflow designer. We recommend against the

use of shadow fields for new task workflow steps to reduce confusion. The use of

a like-named Data Field for a case property, such as TaskTrigger alongside

F_CaseFolder.TEST_TaskTrigger, remains an acceptable practice. Further,

solutions that are upgraded from older versions should be evaluated regarding

how existing shadow fields are used.

12.3.2 Case properties, queues, and work items

Case properties are stored on the case folder object. Queue information is a

snapshot of a subset of the work object that is stored in easily accessible

database tables for performance reasons. The remainder of the information for a

step is stored in the workflow work object.

Naming Scope Example

Case

Property

F_CaseFolder.<solution

prefix>_<name>

Global to

case

F_CaseFolder.TEST_Task

Trigger

Shadow

Field

<solution prefix>_name Local to

workflow

TEST_TaskTrigger

Example data_field_name Local to

workflow

TaskTrigger

464 Advanced Case Management with IBM Case Manager

In Case Manager, work items are assigned to three types of queues: individual

user, group, and system queues. Work items that are assigned are retrieved from

the queues for processing. Each queue entry presents a snapshot of the

available workflow variables at the time when the entry was created or modified.

The Case Manager Builder application handles configuring queues when roles

and in-baskets are created and modified. Advanced configuration is available to

the solution designer through direct configuration of the queue settings by using

Process Designer when in solution edit mode.

Queue updates

When case properties are made available on a queue for use in an in-basket,

those properties are automatically tagged for Event Update and the Value

Provider is set to F_CaseFolder. These related settings are visible when the

solution is edited in the Process Designer but not visible in the Case Manager

Builder.

The following statements are true in relation to queue updates:

򐂰 Event Update and Value Providers are automatically configured on each

queue when the role is created in the Case Manager Builder. It is possible to

have Queue A set up differently from Queue B. Therefore, two queues might

display different information.

򐂰 When the Value Provider is set to F_CaseFolder, the workflow system uses

the named case folder property as the source for the queue entry. Otherwise,

the queue entry uses the named workflow data field value.

򐂰 Event Update controls how often the queue entry is updated. If selected, it

triggers an update to the queue entries for that property name whenever the

Case Folder that is specified by the F_CaseFolder Value Provider is updated.

Changes to the value on the case folder (regardless of the source) results in

an update to all queue entries for that named variable. Because the case

property is not stored on the work object, the work object is not modified.

򐂰 When a shadow field exists in the workflow, Case Manager Builder configures

the step to display the case property value on activity steps. Further, the

solution designer can inadvertently attach the wrong parameter to a step

depending on how they add the parameter to the step in process designer.

򐂰 Because a shadow field is stored on the work object, its value is accessible

when the work object it queried. Incorrectly expecting the two independent

values to be the synchronized is one of the areas where confusion arises.

Depending on the mechanism that is used to view a parameter that is associated

with a case or a task, different values are returned. Users confuse the values

because of their shared name.

Chapter 12. Advanced solution topics 465

Troubleshooting solutions requires the involved users to carefully communicate

what value they are reviewing. When a shadow property exists, the following

values with the same name are available for review:

򐂰 Case property from the case folder

򐂰 Queue value

򐂰 Shadow property value from the work object

For example, the search and the case information widgets use the case folder

objects while the in-basket widget shows queue entries. The vwtool and Process

Administrator applications display granular information about running workflows

that require a special understanding of the core workflow system.

Queue configuration details

When you are working on solutions where there are shadow properties, the

solution designer must look at several parts of the configuration to understand

how the values are displayed on the queue. They must review the queue

configuration with the individual activity steps to understand if the entries that are

displayed on the queue are as expected.

To access the advanced queue settings (as shown in Figure 12-8), open the

solution in Process Designer and click View → Configuration, expand the work

queues, right-click a queue, then click Properties → Data Fields.

Figure 12-8 Queue Event Update and Value Provider Settings

12.3.3 Shadow field synchronization

Step Designer no longer creates shadow fields when a case property is assigned

to an activity step. But, it does create entries on the activity step to extract the

case properties for the step, as shown in Figure 12-9 on page 466.

466 Advanced Case Management with IBM Case Manager

The advanced menu on the Step Properties tab provides details about what

displays in the user interface. In Figure 12-9, the first operation is interpreted as:

F_CaseFolder. CC_UpgradeCategory is a case string field with read/write on the

step. It is used on the step as CC_UpgradeCategory. When the step completes

or a save occurs, the value of CC_UpgradeCategory is written back to the case

because write is set.

Figure 12-9 Advanced View of Step Parameters

When the queue is viewed, the values that are displayed on the queue can differ

from what is seen on the workflow object when the Process Administrator or

vwtool is used. When an administrator views a work item, they might be looking

at the work object, the workflow roster, or the queue record. Each returns

different information.

For more information about accessing the step parameters display as shown in

Figure 12-9, see 12.2.4, “Activity parameters in Process Designer” on page 460.

For information about vwtool, see this website:

http://pic.dhe.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.p8.pe.vw.

doc/bpfvl056.htm

12.3.4 Prior version behavior

When a case property was associated with a task activity step, the Case

Manager Builder automatically created a shadow data field in the workflow.

Because it was named the same as the case property, people sometimes

incorrectly assumed that the case property and the shadow field were kept

synchronized. This field is displayed in people’s In-baskets.

When the variable is modified in the Case Manager activity step, the case

property updates automatically and workflow data fields are updated by a post

assignment that is automatically added to the step by Case Manager Builder.

Figure 12-10 on page 467 shows how case properties update the local field

when an activity step was created in Case Manager Builder. Case Manager

Builder version 5.2+ does not create the After Completion assignment

operations.

Chapter 12. Advanced solution topics 467

Figure 12-10 Shadow Field After Completion Assignments

Experienced workflow designers are familiar with these shadow fields and the

issues that are associated with their use. Solution designers often use the local

variables within the workflow as local parameters. They strategically insert

assignment steps to update the case property with the shadow field value. They

also were aware that activity steps were configured to retrieve the current case

property value and assign it to the shadow field.

When modified outside the scope of an activity step, the shadow field value often

differs from the case property value. Workflows that are designed in this way

pose a special challenge when the solution is upgraded because removing the

shadow fields can cause the workflow to fail or behave unexpectedly.

Case properties do not automatically synchronize with workflow fields. To keep

them in synchronization on activity steps and make them visible on the queues,

the special configuration assignments that are shown in Figure 12-10 were

automatically added to the steps. These operations ensured that the shadow

field and the case property were synchronized when the step was run.

Implications

As of version 5.2, builders of new solutions and editors of solutions that are

migrated from earlier versions must understand that the values that are displayed

on a queue depend on the Event Update and Value Provider settings. They also

must understand that the post-assignment operations might not be present on an

activity step. Assuming that we have a Case Property with a matching shadow

field, Table 12-3 on page 468 shows the possible queue configurations.

468 Advanced Case Management with IBM Case Manager

Table 12-3 Possible queue configurations

Solutions that are transferred from older versions of Case Manager retain their

configuration and behavior with the caveat that the queue information is updated.

When a solution is upgraded to version 5.2, the activity steps retain their old

configuration.

New activity steps are added without the post assignment operations, which

means that the solution designer must be aware that the local shadow value is

not synchronized with the case property value when the activity step completes.

Further, a case property that is added to an activity step results in the

suppression of the shadow field changes on the activity step.

When updated workflows are modified, the confusion is worse because an older

step might have the post-assign operations to update the shadow field where

new steps in the task do not update the local shadow field.

Event Update

setting

Value

Provider

setting

The queue

displays

Queue update

checked F_CaseFolder The case property

value.

When a step that changes

the case property

completes, the value of the

case property is updated

on the queue.

checked F_CaseFolder The case property

value.

Changes to the Case

Folder that is associated

with the queue value result

in the value being updated

on the queue.

unchecked F_CaseFolder The case property

value.

Changes to the Case

Folder that is associated

with the queue do not

change what is displayed

on the queue for the

named property.

checked or

unchecked

blank The shadow field

value.

Event Update has no

effect. The queue entry

updates with the data field

value only when the step is

active.

Chapter 12. Advanced solution topics 469

In summary, remember the following points:

򐂰 Avoid the use of shadow fields.

򐂰 Upgraded solutions might contain shadow fields that largely behave the same

as in early versions of Case Manager.

򐂰 Modifying case properties or shadow fields that are available on queues

trigger a queue update so that the in-baskets reflect the changes.

򐂰 In new activity steps, post assignments are not automatically created.

Therefore, the case property and the local shadow field might not have the

same value upon step completion.

򐂰 Custom widgets and other applications that make API calls into the system

must be properly configured to retrieve the correct information. The retrieved

value can be incorrect because the case property, the queue property value,

and the data field in the work object can all have different values for the same

property name.

12.3.5 Parallel property changes

Consider the question “What happens when my case property changes in two

parallel tasks or in two steps running in a parallel workflow branch?” Both Case

Manager Builder users and solution designers must design their solutions while

taking into account that case properties are global case variables whose values

can be changed at any time through several mechanisms. Case properties

always reflect the value that they were last assigned.

If two steps modify a case property, the case property has the value set by the

last step when they complete. Further, because of real-time system resource and

queuing issues, there is no guarantee which step makes the last change.

Consider the following assignment steps that are configured to modify the

property F_CaseFolder.ClaimAmount:

򐂰 F_CaseFolder.ClaimAmount initial value is 0

– Step A runs the setting

F_CaseFolder.ClaimAmount=F_CaseFolder.ClaimAmount+1000

– Step B runs the setting F_CaseFolder.ClaimAmount=10

򐂰 If the two steps are queued to run simultaneously, the outcomes might be:

– If Step B runs last F_CaseFolder.ClaimAmount is10

– If Step A runs last F_CaseFolder.ClaimAmount is 1010

Case properties are global variables accessible to any running case task.

Further, with the proper permissions, they also are modifiable from the Case

Information widget.

470 Advanced Case Management with IBM Case Manager

The solution designer can create local data fields by using the Process Designer.

Those data fields exist only for the duration of the workflow and are independent

of the case properties. At appropriate times, the data field values can be

assigned to case properties by simple assignment steps.

12.4 Case operation components

Case Manager offers the following case operation components:

򐂰 ICM_Operations

򐂰 ICM_RuleOperations

The ICM_Operations and its operations that are listed in Table 12-4 provide

workflow operations for case management.

Table 12-4 ICM_Operations

Operation Description

addCommentTo

CurrentCase

Add a comment to the current case.

addCommentTo

CurrentTask

Add a comment to the current task.

createCaseUsingSame

CaseType

Creates an instance of case by using the same case

type.

createCaseUsingSpecified

CaseType

Creates an instance of a case for the specified case

type.

createDiscretionaryTaskIn

CurrentCase

Creates a task instance of a discretionary task type.

createSubfolderUnder

CurrentCase

Creates a subfolder under the current case folder.

fileAttachmentsTo

CurrentCase

Files attachments to a specified subfolder under the

current case folder.

getCasePropertyNames Returns a list of the names of the properties in a case.

This operation is a prerequisite for the createCase

operations.

getCasePropertyValues Returns a list of the property values of a specified case.

This operation is a prerequisite for the createCase

operations.

Chapter 12. Advanced solution topics 471

The ICM_RulesOperations provides an operation (see Table 12-5) that is related

to integrated rules processing.

Table 12-5 ICM_RulesOperations

As other workflow operations are needed, more operations are added to these

components.

For more information about these operations, see the following resources:

򐂰 Adding case operations to a task:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/index.jsp?topic=%2

Fcom.ibm.casemgmt.help.doc%2Facmpdh20.htm

򐂰 Adding rule operations to a task by using Process Designer:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.case

mgmt.design.doc/acmdt043.htm

getCaseStructure Returns the case structure for a case. The structure is

returned as a list of folder names and document series

IDs. This operation is a prerequisite to the createCase

methods.

relateCurrentCase Creates a relationship between the current working

case and the targeted case.

terminateTasksIn

CurrentCase

Terminates all workflows (tasks) in the current case.

Tasks are terminated only if they did not complete and

did not fail.

unfileAttachmentFrom

CurrentCase

Unfiles an attachment from a case folder.

unrelateCurrent

Case operation

Unrelate the current working case.

Operation Description

executeRule Executes a rule

Operation Description

472 Advanced Case Management with IBM Case Manager

12.5 Advanced design examples

IBM Case Manager is built on the core IBM FileNet P8 Case Foundation

platform. The platform provides world-class enterprise content management and

business management services and access to external web services. The

examples in this section are intended to show how some of those services are

accessed.

12.5.1 Document arrival email notification

Often we must notify internal or external users about aspects of a case. For

example, an insurance underwriter must be notified if a document is added to a

submission for which they are responsible. Or, a customer service representative

sets a flag on the case they are working so that they receive a notification when

an email arrives from the customer.

For our example, we notify a user when a document is added to a case. We use

this example to show the use of some of the advanced processing capabilities

that are available to the solution designer.

For this example, we assume that there are users who should be notified when a

document is added to a case. We create a task that runs each time a document

of any type is added to the case. That task extracts information from the

document and uses it for the subject of the email and for the email body. We use

a case property to determine who is to receive the email message.

The component integrator is part of the toolset from the process services in the

Content Platform Engine. It extends the capabilities of the workflow system with

Java class public methods. When installed, those methods act as components in

the workflow process. For our example, we use the CE_Operations component

that is included with the IBM Case Foundation product. CE_Operations provides

a suite of operations for manipulating and interrogating content that is stored in

the Enterprise Content Management system repositories.

This example uses the simple solution that was developed in Chapter 7, “Building

a simple solution: Part 1” on page 211 as the basis. This technique is easily

implemented and extended in any solution. For this example, the solution

designer creates the task and inserts the activity and stub step configuration that

is often done by the business analyst.

Creating the task in Case Manager Builder

Creating the task can be completed by a business user or by the solution

designer. The user creates a string property for the email recipient (or recipients),

then creates a task by inserting steps and attachments as needed.

Chapter 12. Advanced solution topics 473

Complete the following steps:

1. Log in to Case Manager Builder:

http://<host>:<port>/CaseBuilder

2. Edit the Customer Complaints solution by mousing over the solution and

clicking Edit.

3. Click Properties → Add Property → New.

4. Enter the following information and click OK:

–Name: Notification Recipients

– Description: Comma delimited list of email addresses for email

notification

– Maximum Length: 1024

The default maximum length of 64 is sufficient for one email address.

Setting the value to 1024 allows for several email addresses without the

need for an array.

5. Click Case Types and select the Complaint case type.

6. Click Tasks.

7. Create a task by selecting Add Task → New Task.

8. Configure the task as shown in Figure 12-11 on page 474:

–Name: Supporting Document Notification

– This task starts: Automatically

– This task is: Not required

474 Advanced Case Management with IBM Case Manager

Figure 12-11 Configure Task General Settings

When you set these preconditions, you can choose to have the task start

when a document of any type is added to the case. You also can set up the

task to start whenever a document of a specific type is added to the case.

For our example, we are going to send an email when a document of the

Supporting Document type is added to the case. We also are going to have

the email sent when a document is added rather than the first time a

document is added, which is why we set the task as repeatable.

When a task starts that is based on adding a document to the case, property

preconditions can be used to decide whether the task starts. For example, we

can create a case property Notify on Document Arrival as a true or false

Boolean. Then, it can be used as a task precondition to determine whether

the task runs.

Chapter 12. Advanced solution topics 475

9. Select the Preconditions tab and configure the following preconditions and

then click OK, as shown in Figure 12-12:

– When precondition must be met: A document is filed in the case

– Task is repeatable: Select this option.

– Any document type: Clear this option

– Select the Supporting Document for the document type.

Figure 12-12 Applying preconditions to a task

This completes the task creation and from this point, the business user can

edit the steps by using the Step Editor and insert stub steps into the task

signifying what is needed. For this case, we save and close the solution at this

point.

10.Click Validate → Save and close.

11.If the new task is edited by another user, click Commit to commit the

changes.

476 Advanced Case Management with IBM Case Manager

Configuration in Process Designer

Now that the task is created, the solution designer edits the workflow to insert the

following workflow elements by using Process Designer:

򐂰 Attachment property that points to the received document marking it as the

starting document.

򐂰 Workflow data fields for transient information.

򐂰 Component operations to read properties from the newly arrived document.

򐂰 Assignment operations to set values on the local workflow data fields that are

used in sending the email message.

򐂰 Component operation to send an email message.

The task can be created by the business user and the solution designer then

completes the more advanced configuration. You can start your solution editing

in Process Designer in multiple ways. For this example, we edit the solution from

the Case Manager Builder by completing the following steps:

1. To start editing the solution from Case Manager Builder, enter the following

URL in a web browser:

http://<host>:<port>/CaseBuilder

2. Go to the Customer Complaints solution (as shown in Figure 12-13) and

select More Actions → Open Process Designer to start the Process

Designer application on the solution.

Figure 12-13 Edit Solution in Process Designer

Commit consideration: The user should make sure that all related task and

solution changes are committed for two conditions: if another user is editing

the workflow or the task is ready to run. If the solution is deployed, the new

task runs after it is committed even though it might not be fully configured. If

steps are inserted into the task, they should not fail should the solution be

deployed before it is configured by the solution designer.

Chapter 12. Advanced solution topics 477

3. Edit the Send Supporting Document Notification workflow that was created in

Case Manager Step Designer, as shown in Figure 12-14.

Figure 12-14 Selecting a Task Workflow

When a user opens a Task Workflow, this workflow is locked to the user ID to

prevent editing conflicts.

When a solution is edited in Process Designer, the solution designer can

access the process-related aspects (including the queue definitions) of the

entire solution. For example, the solution designer can select steps from one

task workflow and copy it to another by editing that workflow.

4. Set up the attachment information by clicking Workflow Properties →

Attachments and configure it by using the following information (see

Figure 12-15 on page 478):

–Name: Document

– Description: Document

– Initiating Attachment icon: selected

– Array box: not selected

The blue arrows that are shown in Figure 12-15 on page 478 point to the icon

and the resulting icon on the attachment. The red arrow points to the Array

box.

478 Advanced Case Management with IBM Case Manager

Figure 12-15 Attachment Configuration

5. Set up data fields information by clicking Workflow Properties → Data

Fields and configure the following information:

–Name: Document Title

–Type: String

– Description: The title of the document

The workflow extracts information from the new document and uses that

information in the email body and email message.

6. To extract the properties from the document that started this task, drag a

component step onto the workflow map. Add the required operations as

shown by completing the following steps for each table row:

a. Click the Add icon, as shown in Figure 12-16.

Figure 12-16 Add getStringProperty using the Add icon

b. Select CE_Operations for the component drop-down list and select

getStringProperty from the Operation list, as shown in Figure 12-17 on

page 479.

Chapter 12. Advanced solution topics 479

Figure 12-17 Select getStringProperty operation from CE_Operations

c. Enter the operation parameters for sourceDocument, symoblicProName,

and return_value, as shown in Figure 12-18.

Figure 12-18 Operation parameters configuration

Note: The quotation marks for symbolicPropName are required. For

return_value, no quotation marks are used because the return_value is

assigned to the data field that we created. When values are entered in

process designer, it is important to press the Enter key each time to complete

the editing operation.

480 Advanced Case Management with IBM Case Manager

d. Click OK.

e. Repeat these steps for each value that you want to retrieve from the

document.

Figure 12-19 shows the added operation, getStringProperty.

Figure 12-19 Added operation, getStringProperty

7. Complete the following steps to insert steps and routes onto the workflow:

a. Drag an Assignment step from the icon bar onto the workflow map. Set its

name to Set email Properties by clicking the step and entering the step

name.

a. Drag a Component step from the icon bar onto the workflow map. Set its

name to Send email by clicking the step and entering the step name.

b. Insert routes to connect the steps, as shown in Figure 12-20.

Figure 12-20 Steps and Routes

Tip: The difference between items with quotation marks and no double

quotation marks in Process Designer is that quotation marks are treated as a

string. Items with no quotation marks are treated as a variable, whether it is a

data field, attachment, or other. You can use the expression builder by

selecting Build Expression to assist with supplying values for a field.

Chapter 12. Advanced solution topics 481

8. Complete the following steps to configure the Send email step, as shown in

Figure 12-21:

a. Select the Send email step and add the sendMail operation as you did for

the getStringProperty operation from CE_Component.

b. For this step, there are several inputs to the sendMail operation. The

Process Designer automatically creates data fields for component steps.

This shortcut is why we do not create the data fields earlier. Instead, click

in the empty expression field.

If the data field does not exist, the first drop-down menu option is <create

[Field Name]>. Add the data fields to the workflow by clicking in each of

the empty expressions and selecting the <create from>, <create to>,

<create subject>, and <create body> for each of the step parameters:

from, to, subject, and body. Figure 12-21 shows creating the body data

field.

If there is an existing data field of the correct data type that should be used

for an operation, it appears as an option in drop-down list. Because each

of the inputs is String data types, they appear as options for each of the

steps after they are created.

Figure 12-21 Create Data Fields for sendMail

After the Send email step is configured, click Workflow Properties →

Data Fields to see the new data fields that were created.

482 Advanced Case Management with IBM Case Manager

Figure 12-22 shows the fields with their default values. You can choose to

define default expressions and descriptions for the fields at this point.

Instead, the assign step set the values by using information from the new

document.

Figure 12-22 Configured data fields

9. Configure the Set Email Props step. For each of the data fields in Table 12-6,

complete the following steps:

a. Click the first empty field in the Name column and select the name from

the drop-down menu.

b. Click the Expression column and enter the expression from Table 12-6

exactly as shown, including the quotation marks.

Table 12-6 Set email Props Assignments

When values are entered in the Expression field, the editor remains active

until you press the Enter key on your keyboard. If you did not press the

Enter key, the expression shows with a second set of borders.

After the process is completed, the step is configured as shown in

Figure 12-23 on page 483.

Name Expression

from “[email protected]”

to F_CaseFolder.CC_NotificationemailAddresses

subject “New Supporting Document for Case” +

F_CaseFolder.CC_CaseNumber

body “The supporting document” + documentTitle + “ was

received on “ + timetostring(systemtime()) + “. “

Chapter 12. Advanced solution topics 483

Figure 12-23 Assignment Parameters for Set email Props step

10.Before you return to Case Manager Builder, validate the workflow collection

by clicking File → Validate Workflow Collection and making any required

corrections.

11.Close, commit, and deploy the solution.

After all of the required changes are made, you must commit the changes

before the solution is deployed.

12.5.2 Creating more in-baskets

Case Manager Builder allows the business analyst to specify roles. A single

in-basket is defined for each role. An IT administrator can add more in-baskets

for extra server-side filtering or organization. This section describes some use

cases for adding in-baskets.

There are various reasons to create more in-baskets for a role. Extra in-baskets

can help with server-side filtering on geographic regions or customer status, for

example. For the Customer Complaints use case scenario, we create an

in-basket for complaint categories. Creating a choice list makes it easy to

designate in-baskets.

The following choice list is defined for the complaint categories:

򐂰 Product

򐂰 Service

򐂰 Billing

򐂰 Other

Important: Always validate your workflow collection before you save and

close your solution in Process Designer. Make sure that there are no errors

before you return to Case Manager Builder.

484 Advanced Case Management with IBM Case Manager

Complete the following steps to create an in-basket for each category. Apply the

in-baskets to the Contact Center role:

1. From Case Manager Builder, select Customer Complaints solution, and

click More Actions → Open Process Designer.

2. When you are prompt to select a case type, select Complaint, as shown in

Figure 12-24. Because we are editing the in-baskets, we can select any of the

task workflows. Click OK when you are done.

Figure 12-24 Selecting Complaint Case Type

3. Click View → In-baskets, as shown in Figure 12-25.

Figure 12-25 Selecting In-baskets for a solution

4. Check that we are modifying the CC_ContactCenter queue under Queue for

in-baskets.

Tip: As you consider names, remember the special characters that are

supported in role names and in-basket names: hyphen (-), underscore (_), and

period (.).

Chapter 12. Advanced solution topics 485

5. Select the Add icon (as shown in Figure 12-26) to add four new in-baskets.

Figure 12-26 Adding four new in-baskets to the Contact Center queue

6. Double-click each in-basket and rename them to Product, Service, Billing,

and Other.

7. Select the first custom in-basket, Product.

8. On the Create Columns and Labels tab, click the Add icon.

486 Advanced Case Management with IBM Case Manager

Show all fields on the initial role in-basket. Repeat this step for each in-basket.

Select all of the boxes and click OK, as shown in Figure 12-27.

Figure 12-27 Adding fields to an in-basket

Chapter 12. Advanced solution topics 487

9. The column labels for each field are not clear to a user. Double-click each

column label and rename them to something clearer. Rename the labels to

remove the CC_ prefix and add spaces, as shown in Figure 12-28.

Figure 12-28 Renaming the column label for each field

10.Repeat steps 7 - 9 for the other three custom in-baskets.

11.Return to the Product in-basket and click the Define Content tab.

12.Complete the following steps to create a filter:

a. Select Create a filter to define in-basket content.

b. In the first section, Select attributes, select CC_ComplaintCategory.

c. Leave is equal selected.

d. Enter ‘Product’.

e. Click ADD to add the filter that you specified.

488 Advanced Case Management with IBM Case Manager

Figure 12-29 shows a configured filter for the Product in-basket.

Figure 12-29 Defining a filter for the Product in-basket

13.Repeat step 12 on page 487 for each in-basket, defining the following filter

appropriately:

– For the Service in-basket, specify CC_ComplaintCategory = ‘Product’

– For the Billing in-basket, specify CC_ComplaintCategory = ‘Billing’

– For the Other in-basket, specify CC_ComplaintCategory = ‘Other’

14.To associate these in-baskets with a role, click View → Roles, as shown in

Figure 12-30.

Figure 12-30 Accessing roles in a solution in Process Designer

15.Select the Contact Center role.

16.Click the Edit icon that is next to Select in-baskets for this role.

Chapter 12. Advanced solution topics 489

17.Select the Product, Service, Billing, and Other in-baskets that were created

earlier and click OK, as shown in Figure 12-31.

Figure 12-31 Adding in-baskets to a role

18.Save, commit, and deploy the solution.

490 Advanced Case Management with IBM Case Manager

Test the changes as shown in Figure 12-32. All work items are showing up in the

Contact Center in-basket.

Figure 12-32 Viewing the main in-basket of the Contact Center role

Chapter 12. Advanced solution topics 491

Figure 12-33 shows that only the work items of the Product category are showing

in the Product in-basket.

Figure 12-33 Viewing the custom in-basket of the Contact Center role

You can create multiple in-baskets for a queue that can be added to a role.

However, you cannot assign multiple roles to the same queue, as shown in

Figure 12-34.

Figure 12-34 Restriction on assigning roles to queues

492 Advanced Case Management with IBM Case Manager

12.5.3 Showing process errors in Case Manager Client

The default error handling procedure for processes requires an IT administrator

to view malfunction steps in the Process Administrator tool. However, it might be

more convenient to view the errors in the Case Manager Client. Some errors

might not require the deep technical capabilities that are available in the Process

Administrator tool. This section describes how to show errors in the Case

Manager Client to facilitate error handling.

A default Malfunction process map is associated with every workflow. This

default process map can be overridden so that errors are shown in the Case

Manager Client. To show process errors to a role in the Case Manager Client,

complete the following steps:

1. Go to the configuration view:

a. From Case Manager Builder, select Customer Complaints solution, and

select More Actions → Open Process Designer.

b. Select the case type Complaint and then select any of the task workflow.

Click OK.

Because we are working on the solution configuration, we can select any

of the task workflows, as shown in Figure 12-35.

Figure 12-35 Selecting the Complaint Case Type

Chapter 12. Advanced solution topics 493

c. Click View → Configuration, as shown in Figure 12-36.

Figure 12-36 Selecting Configuration for a solution

2. Complete the following steps to create a queue:

a. Right-click Work queues and select New.

b. For the queue name, enter Administration and click OK.

As shown in Figure 12-37, this queue is the queue that receives work

items to process errors.

Figure 12-37 Creating the Administration queue

3. Complete the following steps to configure the queue:

a. Right-click Administration and select Properties.

b. Add system fields to be shown with an in-basket:

i. Click the System Fields tab.

ii. Select F_StepName under Available Items and use the green arrow to

add it to Selected Items. For the example, we add F_StepName, but

any others can be added as needed.

iii. Click OK.

494 Advanced Case Management with IBM Case Manager

The results are shown in Figure 12-38.

Figure 12-38 Adding a system property to the system fields on the new queue

c. Complete the following steps to add data fields to be shown with an

in-basket:

i. Click the Data Fields tab.

ii. Click the Exposed Data Fields icon in the upper right.

iii. Add the properties of the solution to Selected Properties, as shown in

Figure 12-39 on page 495. Click OK.

Chapter 12. Advanced solution topics 495

Figure 12-39 Adding solution properties to data fields on the new queue

d. You can manually add more data fields. Earlier, you created extra workflow

data fields for the Verify Document task. Add those fields to the queue.

Double-click the cell with a blank Field Name and enter the data fields that

you defined. The result should look as shown in the example in

Figure 12-40.

Figure 12-40 Adding the additional data fields to the new queue

496 Advanced Case Management with IBM Case Manager

4. Complete the following steps to create and configure an in-basket on this

queue:

a. Click the In-baskets tab.

b. Click the Add icon.

c. Double-click the new in-basket name to rename it and enter Malfunction.

The new in-basket is added, as shown in Figure 12-41.

Figure 12-41 Adding a Malfunction in-basket

d. Go to the Create Columns and Labels tab.

e. Click the Add icon. In the example, select Show system fields.

f. Select the following data fields:

• CC_CaseNumber

• CC_CustomerName

• CC_CustomerNumber

• F_StepName

• F_Subject

• Workflow_DocCaseNumber

• Workflow_DocCustomerName

• Workflow_DocCustomerNumber

• Workflow_DocTitle

g. Rename the column label for each data field to be more readable. Then,

use the up and down arrow icons to sort the columns in a logical

sequence. The result is shown in Figure 12-42 on page 497.

Chapter 12. Advanced solution topics 497

Figure 12-42 Configuring the Malfunction in-basket on the Administration queue

h. Click OK in the queue properties window to close it and return to the

solution configuration.

5. Open the Validate Document workflow and browse through the submaps to

see the Malfunction submap. Notice that it is read only.

6. Complete the following steps to override and configure the Malfunction

submap:

a. Click the Create Map icon, select Override Inherited Map, and click OK.

The Malfunction map is selected by default, as shown in Figure 12-43 on

page 498.

498 Advanced Case Management with IBM Case Manager

Figure 12-43 Creating a map to override the Malfunction map

b. Complete the following steps to modify the process of the Malfunction

map:

i. Select the Review step.

ii. For the Step Name, enter Review Error.

iii. For the Activity Type, select the Administration work queue, as shown

in Figure 12-44 on page 499.

Chapter 12. Advanced solution topics 499

Figure 12-44 Configuring a step in the Malfunction map

c. This step must function within the Case Manager Client user interface so

you must use an available Step page as your step processor. Click the

General tab and select the step processor.

The example uses CC_CmAcmSTEP_DEFAULT_PAGE, as shown in

Figure 12-45.

Figure 12-45 Selecting the default Step page

500 Advanced Case Management with IBM Case Manager

d. While you are in the Review Error step, select the Parameters tab. Move

everything from Available Parameters other than SolutionIdentifier, as

seen in Figure 12-46.

Figure 12-46 Exposed parameters of the Review Error step

e. Click the Routing tab. Add the two responses by double-clicking the

empty cell under Name to edit a response and enter Skip. Enter Repeat for

the second response.

The configured responses are shown in Figure 12-47.

Figure 12-47 Configured responses for the Review Error step

Tip: You might receive the following error about validation on

deployment:

A step with a queue assigned to it should have a valid requested

interface.

This error means that you have not set the Step Processor to a valid

Step page. For every activity step in a solution, the Step Processor

must be set to a registered Step page for the solution.

Chapter 12. Advanced solution topics 501

f. In the workflow map, create two return steps to replace the default system

step. Right-click the existing Return system step and select Delete.

g. Make sure that the General System Palette is available, as shown in

Figure 12-48. The palette menu is opened by clicking the arrow icon to the

right of the available palette.

Figure 12-48 Available system palette

h. Drag the two return steps into the workflow, as shown in Figure 12-49.

Figure 12-49 Adding two return steps after you remove the system step

i. Complete the following steps to rename each return step and set its

expression:

i. Click the first Return step.

ii. Under the General tab, enter Return True for the Step Name.

iii. Enter true for the Return Expression.

iv. Click the second Return step.

v. Under the General tab, enter Return False for the Step Name.

vi. Enter false for the Return Expression, as shown in Figure 12-50 on

page 502.

502 Advanced Case Management with IBM Case Manager

Figure 12-50 Configured the return steps

For more information about how return values are used in a submap, see the

IBM FileNet Information Center at this website:

http://publib.boulder.ibm.com/infocenter/p8docs/v5r1m0/topic/com.ibm

.p8.pe.designerui.doc/bpfdh003.htm

7. Complete the following steps to create a route from the Review Error step to

the Return True step:

a. On the route properties, enter Repeat for the Route.

b. Select Conditional Route under Routing.

c. Select ALL for the Condition.

d. Select Repeat for the Response.

e. Click ADD to create the condition.

The result should look as the example that is shown in Figure 12-51 on

page 503.

Chapter 12. Advanced solution topics 503

Figure 12-51 Adding a conditional route that is based on a Repeat response

8. Create a route between the Review Error step and the Return False step.

Enter Skip as the route name and set the response as Skip. The route

configuration is shown in Figure 12-52.

Figure 12-52 Adding a conditional route that is based on a Skip response

504 Advanced Case Management with IBM Case Manager

9. Validate the workflow collection by clicking File → Validate Workflow

Collection. The example workflow validation is successful as shown in

Figure 12-53.

Figure 12-53 Validated workflow collection after you configure the Malfunction map

10.Save, commit, and deploy the solution.

Malfunctions now insert a work item into the Administrators queue. You can

assign the Malfunction in-basket to any role. For more information, see 12.5.2,

“Creating more in-baskets” on page 483. It can be an IT role or the Contact

Center role in the example solution. This user can review the values and

determine whether the step must be repeated (possibly with new values) or end

and the workflow process continues.

As a brief example of this error handling, the following process might occur with

the Verify Document task:

1. Add the Malfunction in-basket to the Contact Center role.

2. A document is added to a case as a Supporting Document with the following

properties:

– Title: Bob's Attachment

– Case Number: C1600

– Customer Name: Bob

– Customer Number: 88489299

3. The Verify Document task is started.

4. A user in the Contact Center role sees the Verify Document work item.

5. The user determines that the content is not relevant.

6. For some reason, the user removes the document from the attachments by

using the attachments widget. The user then clicks Remove Document.

Chapter 12. Advanced solution topics 505

7. An error occurs because the system has a null value for the Document

attachment. The CE_Operations cannot move a null object.

8. An advanced user in the Contact Center role sees a work item in the

Malfunction in-basket, as shown in Figure 12-54.

Figure 12-54 Work item in an in-basket because of error

9. This advanced user notices that an attachment is missing. The user adds the

document in the case, Bob’s Attachment, back to the attachment, as shown in

Figure 12-55.

Figure 12-55 Adding a document from the case as a workflow attachment

10.The advanced user believes that this action fixes the problem and selects the

Repeat response so that the CE_Operations can try again.

11.The document is confirmed as moved out of the case.

506 Advanced Case Management with IBM Case Manager

Chapter 13. Business rules

As of version 5.2, IBM Case Manager provides an integrated rules engine. IBM

Case Manager continues to support IBM Operational Decision Management

through web services. The integrated rules capabilities make it easier for users

who are not experts at business rules management systems to embed rules

decisions in case solutions.

This chapter describes business rules engine concepts and techniques for using

integrated and external rules. It outlines the benefits of using embedded and

external rules engines to manage business rules in a case management system.

This chapter includes the following sections:

򐂰 Benefits of using rules

򐂰 Integrated rules

򐂰 Integrated rules versus external rules

򐂰 Creating and invoking rules

򐂰 External rules engine integration

IBM Operational Decision Management was previously known as IBM

WebSphere ILOG JRules.

This chapter does not describe the IBM rules products in detail. For more

information about ILOG JRules, see the Redbooks publication: Governing

Operational Decisions in an Enterprise Scalable Way, SG24-8127.

508 Advanced Case Management with IBM Case Manager

13.1 Benefits of using rules

Business decisions are continually made within an organization. Those decisions

often rely on business or legal policies or rules. There are many rules for

business operations, government procedures, pricing calculations, eligibility

checks, validations, underwriting, and fraud detection. These decision rules often

are in many different locations: people’s memory, paper files, and so on. They

also are often embedded in programming code or in workflow definitions. This

practice means that any changes to the business rules require the involvement of

an IT engineer or software developer.

Rules engines allow for more efficient and consistent rule evaluations through

centralization and by abstracting the rules out of the workflow or program. The

business analyst or IT professional can use rules to design and implement

complex decision processes by using native language instead of using

programming or complex workflow decision mechanisms. Although the

underlying workflow systems can be, and often are, used to implement many of

the decisions available in a rules engine, the practice is problematic. It leads to

excessive complexity, which makes creating and maintaining the workflows more

costly.

Rules software separates business rules from application software. It provides

tools for defining, managing, testing, and running business rules. By using rules

engine software, the business analysts can concentrate on defining and

managing of the business rules. Likewise, the IT engineers and developers can

focus on the application software.

For case management systems, human judgment and the business rules are key

factors in deciding the outcome of cases. The use of the rules engine to guide the

case workers and support the business processes yields better and more

consistent outcomes.

Also, business rules often change more frequently than the workflow processes.

Separating the definition and deployment lifecycle levels of the workflow system

and the rule logic results in a more adaptive system overall. Incorporating a rules

engine into a case management system is useful because a change in the

business rules often affects the behavior of ongoing and new tasks.

The following methods can be used by rules engines to enhance case

management systems:

򐂰 Intelligently prioritize.

򐂰 Intelligently assign case workers to tasks.

Chapter 13. Business rules 509

򐂰 Business rules within the case can be used to automatically create and

assign tasks. They can trigger fully automated actions that are based on

external events, the completion of other case tasks, or expiration of task

deadlines.

򐂰 Apply rules to the key facts and information and guide the responses that are

based on that information.

򐂰 Simplify certain tasks through automating the decision logic.

򐂰 Produce consistent, predictable, outcomes.

Rules engines all rely on underlying programming codes for their running. But,

they provide a more easily understood business rule language. Instead of having

to learn the details of a programming language, rules engines provide easily

understood native language grammar, which makes them more readily available

to the business user. For example, a simple rule is “if the Total Transaction

Amount of a complaint is more than 10000, then set the Customer Rating of the

complaint to “DIAMOND”.”

13.2 Integrated rules

The integrated rules engine that is included in Case Manager allows business

users to implement business decisions quickly, accurately, and easily. The

integrated rules allow the business user to configure and manage business

decisions in the same environment that they use to build their solution. Because

of the complexities that are involved in implementing decision rules in external

rules engines, their use is limited. Case Manager simplifies rule creation and

implementation, which makes business rules accessible to the business users in

addition to the IT professionals.

The Case Manager rules engine uses the Business Rules Embedded component

of IBM Operational Decision Manager 8.5. Case Manager integrated rules, which

also known as

embedded rules, to provide for two types of rules: textual and

decision tables. These two rule types provide a robust capability for decision

making within the case management system. The integrated rules use case

properties in their evaluation and pass case properties to the rules engine. The

results return directly to the case in a seamless integration.

510 Advanced Case Management with IBM Case Manager

Consider the situation where you must chain together several rules to implement

a complex decision. Often in those situations, outcomes from one rule are

considered in evaluating a subsequent rule, but the interim outcome is discarded.

For the situation where the solution designer must have local variables

exclusively for evaluating the rules, rule parameters are local variables that are

used for rule execution.

A rule parameter simplifies the solution design when it is necessary to pass an

input to a rule that is the result of an operation in the workflow. One example is

when you are dealing with interest rates. Before passing the interest rate to the

rule, an assignment step in the workflow can divide the rate by 100 to get the

proper order float value for the rate. When a rule invocation step is inserted into

the solution by using the Case Manager Builder, the parameter becomes a

workflow data field that is accessible for the duration of the task.

For more information about setting up an embedded rule in a Case Manager

solution, see 7.4, “Defining embedded rules” on page 241.

For more information, see the following tutorials:

򐂰 Business Rules Embedded in IBM Case Manager 5.2 - Architecture and

Configuration, which is available at this website:

http://www.ibm.com/developerworks/community/groups/service/html/comm

unityview?communityUuid=e8206aad-10e2-4c49-b00c-fee572815374#fullpag

eWidgetId=Wf2c4e43b120c_4ac7_80ae_2695b8e6d46d&file=1772f359-9c11-4f

b3-b683-d6dd307bbf90

򐂰 Authoring Business Rules in IBM Case Manager 5.2, which is available at this

website:

http://www.ibm.com/developerworks/community/groups/service/html/comm

unityview?communityUuid=e8206aad-10e2-4c49-b00c-fee572815374#fullpag

eWidgetId=Wf2c4e43b120c_4ac7_80ae_2695b8e6d46d&file=4cfd9937-b81b-48

16-887c-b90554fc2cc5

13.2.1 Text rules

Text rules, which also are written in Business Action Language (BAL), are a

simple, yet powerful, form of rules that are available to use. They are the

foundation for decision tables, which are described in 13.2.2, “Decision tables” on

page 516.

A text-based rule can have the following sections:

򐂰 Definitions: Declares variables and assigns values to the variables that are

used in the context of a rule. The data types of the variables are determined

Chapter 13. Business rules 511

by the assigned value. Multi-value variables can be declared and assigned

values.

򐂰 If: This section is for specifying the conditions.

Conditions can be grouped by any of the following options:

– All of the conditions are true

– Any of the conditions are true

– None of the conditions are true

The following common operators are available for conditions:

– For integers and floats: equals <a number>, does not equal a <number>,

between <min> and <max>. An integer or float also can be checked

whether it belongs in a multi-value property or definition by using “is one of

{<multi-value property> or group of numbers}”.

– For strings: contains <a character / a string>, does not contain <a

character / a string>, is empty, is not empty, starts with <a character / a

string>, ends with <a character/ a string>. The length of a string can be

verified by “the length of <a string>”.

– For DateTime properties: at <a time>, is on <a date>, is on <a day of the

week>, is in <a month>, is in <a year>, is after <a date> and before <a

date>.

– For Boolean properties: is <true / false>, is not <true / false>. Any other

condition that evaluates into true or false also can be used; for example, “is

Monday is after Sunday”, which evaluates to “is true”.

򐂰 Then: This section specifies the actions to be run. Various actions can be

specified. Usually, a “set <variable> to <value” is used for actions in this

section. Specifically for Boolean values, the statement is “make it <a

Boolean> is <a variable>”. Another operator is the “print” statement, which

takes a string value as its argument.

򐂰 Else: This section specifies the actions to be run when the conditions that are

specified are not met. The format of the actions is the same as described in

the Then section.

For more information about the operators, see the Operational Decision Manager

V8.5 Information Center, which is available at this website:

http://pic.dhe.ibm.com/infocenter/dmanager/v8r5/index.jsp?topic=%2Fcom.

ibm.wodm.rules.embedded.overview%2Farules%2Fcon_rules_embedded_arules_o

verview.html

Custom parameters are variables that are defined and used in a rule. They can

be single value or multi-value. Custom parameters are used to map external data

512 Advanced Case Management with IBM Case Manager

(for example, credit rating of a customer or currency exchange rate) from an

external service into a business rule.

All case properties are available in creating rules. They can be specified as

shown in the following format:

For example:

set CustomerAge of Banking to 60

For Boolean properties, they can be specified in the following format:

make it <true / false> that <CaseType> is <property>

For example:

make it true that Banking is Member

Where Member is a Boolean.

You use the provided text-based rule editor to create and edit a rule. The editor

has an option of enabling completion menu options. Completion menu options

help you write rules by providing the necessary syntax and prompting for the

relevant variables or values for rules.

All errors and warnings are shown in real time in the console at the bottom of the

editor. Solution deployment is unsuccessful until all errors in the rules are

resolved.

Text-based rule example 1

In our sample application, we need to set the Customer Rating of the caller. The

sample rule (as shown in Figure 13-1) says: if the Total Transaction Amount (from

the Complaint case type) is more than $10,000, then sets the Customer Rating to

“DIAMOND”.

Figure 13-1 Simple text-based rule

Chapter 13. Business rules 513

Text-based rule example 2

As another example for a text-based rule, we describe the business requirements

for a loan approval process, the properties that must be generated for the

solution, the choice lists that are involved, the custom properties that are needed

for creating a text-based rule that handles the loan approval, and the actual rule

that is used for the loan approval. This is meant to be an example and is not

intended for use in a production system.

In this example, approving a loan includes the following business requirements:

򐂰 Requested loan amount should be less than $1,500,000. This might change

as decided by the management; therefore, the maximum loan amount should

be easily adjustable.

򐂰 Credit rating of an account holder must be more than 80. The bank receives

the account holder’s credit rating from an external agency.

򐂰 The account holder cannot have a history of being a defaulter. An external

agency maintains the list of defaulters.

򐂰 The account holder should have a salary account in the bank or the account

holder should have an account with the bank for at least 36 months. The

person also should be in a “GOLD” category of customers with the bank.

If all of these conditions are satisfied, the customer’s loan can be approved.

Also, there should be a place where remarks can be added when the loan is

processed. The person processing the loan also can append message to the

loan case.

The properties that are needed for the solution are listed in Table 13-1.

Table 13-1 Solution properties

Property name Type Description

Account Holder Name String Name of the Account Holder

Account Number Integer Account Number

Age Integer Age of the Account Holder

Gender String Account Holder gender, which is

associated with the string choice list,

Gender List.

Customer Category String Customer Category, which is associated

with the string choice list, Customer

Category List

514 Advanced Case Management with IBM Case Manager

Table 13-2 shows the choice list options for the solution.

Table 13-2 Choice list options

Table 13-3 shows the custom parameters that are required to create the loan

approval rule.

Table 13-3 Customer parameters that are created for the rule

Is Salary Account Boolean Is this account a Salary account of the

customer?

Relationship Start Date DateTime Date on which the customer started

working with the bank

Account Balance Float Balance in Account

FD Deposit Amount Float Amount the customer is depositing as

Fixed Deposit

FD Interest Rate Float FD Interest Rate decided by the business

rule

FD Deposit Term Integer Term of the FD Deposit in days

Requested Loan

Amount

Float Loan Amount requested by the customer

Remarks String For capturing processing remarks, with

maximum length of 1333 characters

Approval Status Boolean Set to True if the loan is approved

Choice list Options

Gender List MALE

FEMALE

Customer Category List GOLD

SILVER

NORMAL

Name Data type Single value or

multiple values

Credit Rating From External Agency Integer Single Value

Relationship Duration in Months Integer Single Value

Property name Type Description

Chapter 13. Business rules 515

For this example, “Bank Processes” is created as a case type in the solution.

The completed rule is shown in Example 13-1.

Example 13-1 Sample text rule for loan approval

Definitions

set 'Loan Threshold' to 1500000;

set 'Requested Loan Amount in Rule' to a number in { the Requested

Loan Amount of 'Bank Processes'};

set 'Credit Rating From External Agency in Rule' to a number in

{'Credit Rating From External Agency'};

set 'Relationship Duration in Months in Rule' to a number in

{'Relationship Duration in Months'};

all of the following conditions are true :

- the Account Holder name of 'Bank Processes' is not null

- the number of elements in 'List Of Defaulters' is more than 0

- the Customer Category of 'Bank Processes' is not null

- 'Requested Loan Amount in Rule' is less than 'Loan Threshold'

- 'Credit Rating From External Agency in Rule' is more than 80

- the Account Holder Name of 'Bank Processes' is not one of 'List Of

Defaulters'

- any of the following conditions is true :

- 'Bank Processes' is Is Salary Account

- 'Relationship Duration in Months in Rule' is more than 36 and

the Customer Category of 'Bank Processes' is GOLD)

then

make it true that 'Bank Processes' is Approval Status;

print "Loan is approved";

print " | Processed by: " + the Last Modifier of 'Bank Processes';

else

print "Bank Manager Review requested";

print " | Processed by: " + the Last Modifier of 'Bank Processes';

Figure 13-2 on page 516 shows when the text rule is created in the solution.

List Of Defaulters String Multiple Values

Name Data type Single value or

multiple values

516 Advanced Case Management with IBM Case Manager

Figure 13-2 Loan approval rule

13.2.2 Decision tables

Decision tables provide a spreadsheet style table for evaluating complex

decisions. Decision tables aggregate multiple rules into a single table, which

simplifies the design effort and makes the rules more easily readable by others.

Table-based rules are suitable for defining rules that are similar, but with different

ranges of values. A table-like interface is used, with the columns being the

conditions and actions. Each row of a table-based rule can be considered as a

single rule.

By default, table-based rules have three condition columns, one action column

and up to 20 rows. Other columns and rows can be added. For each column,

conditions and actions must be defined. These options are available by

right-clicking the menu.

A Refresh button at the upper-left corner of the table validates and removes any

unused rows. Also, the values in the rows are sorted in the ascending order. Any

overlaps or gaps are verified if the options are enabled in the menu.

For each row in a text-based column, the conditions in all the condition columns

are evaluated and all the corresponding actions are then executed. All rows in the

decision table are executed. If there are rows with the same values in all the

condition columns but different values in the action columns, the results depend

on the execution order. Ensure that the combination of the condition columns is

unique in the decision table.

Chapter 13. Business rules 517

“Otherwise” is used in condition columns for addressing values that are not

satisfying the conditions in other rows. “Otherwise” covers the gaps in the values.

“Disable” is used in action columns wherever a value cannot be specified

because of some conditions.

Decision table example

Figure 13-3 shows a decision table for our Complaint example. The first two

columns are conditions that are based on the Customer Since and Transaction

Amounts properties. The third column is an action column that sets Customer

Rating that is based on the conditions. The rules that are shown in Figure 13-3

dictate the following conditions:

򐂰 If the Transaction Amount is greater than $10,000, the caller’s Customer

Rating is set to “DIAMOND”.

򐂰 Otherwise, if the caller is with the company for more than 10 years (that is, the

condition of Customer Since > 10), set the Customer Rating to “DIAMOND”.

򐂰 Otherwise, if the caller is with the company for 5 - 10 years (that is, the

condition of Customer Since [5,10]), set the Customer Rating to “GOLD”.

For all other scenarios or conditions, Customer Rating is not set in this particular

example.

Figure 13-3 Decision table

To see the rule in text format from within Case Manager Builder, pause the

mouse over the index for a row and the pop-up window shoes the underlying rule,

as shown in Figure 13-4 on page 518. In this example, the second rule from the

table is translated as: If the Customer Since value (of the Complaint case type) is

more than 10, set the Customer Rating (of the Complaint case type) to

DIAMOND.

518 Advanced Case Management with IBM Case Manager

Figure 13-4 Decision table underlying evaluation

13.2.3 Text rule versus decision table

One of the common challenges people encounter is the decision of which rule

type to use. Table 13-4 lists some of the differences in the two rule types. To the

rules engine, the two rule types are same. In fact, most decision tables can be

expressed in a complex set of text rules, and the vice versa. Because of their

graphical nature and the ease with which they are implemented, decision tables

are preferred.

Table 13-4 Comparison between text rules and decision tables

Categories Text rule Decision table

When to use it Best suited for simply

stated business decisions.

Best suited when

decisions involve multiple

related inputs that produce

multiple outcomes, which

are most easily understood

in tabular form.

Inputs One or two Many

Outcomes One or two Many

Example input Transaction Amount Product Type

Transaction Amount

Random Number

Example outcome IRS Notification required QC Required

email Notification Required

email Recipient

Chapter 13. Business rules 519

Figure 13-5 shows another decision table.

Figure 13-5 Sample decision table

13.2.4 Implementation techniques

A single rule can address the business decision. Breaking complex decisions

rules into several easily managed rules simplifies implementation. Also, a portion

of one decision can be reused in another decision. When business rules are

developed for decision making, there is sometimes a need to execute several

discrete rules as part of a decision. In an external rules engine, the execution of

the rules is controlled by the rule workflow.

If you are familiar with the previous rules implementation, you are used to

creating rules, rule sets, and rule flows in the Rules Studio or the Rule Team

Server environments that uses these concepts. The integrated rules engine

provides similar capabilities, as shown in Table 13-5 on page 520.

Example rule If the cash transaction

amount is greater than

$10,000, IRS Notification

Required is true.

See Figure 13-5.

Categories Text rule Decision table

520 Advanced Case Management with IBM Case Manager

Table 13-5 integrated rules equivalents to IBM Operational Decision Manager

Because the integrated rules are executed directly within the Case Manager

workflow system, the workflow system provides a ready-made mechanism for

creating custom rules implementations. Where rules within a rule set executed in

parallel, or serially, each rule step can be implemented in the same way.

For decisions that require more than a single rule step, the solution designer

should use a case task to implement the rule. The reasons are that the task can

be repeated and the task workflow rules instances can share parameters. That

way, complex decisions that involve multiple rules are achieved without the extra

burden that an external rules engine entails.

The integrated rules engine allows the business user a great deal of latitude in

implementing complex decisions. Case Manager provides the ability to use rules

without the need for extensive rules training. Where the business user develops

rules and later analysis determines that an external rules engine is required,

Case Manager Builder provides utilities for transferring rules to IBM Operational

Decision Manager.

For more information about the integration of IBM Operational Decision Manager

with IBM Case Manager, see this website:

http://www.ibm.com/developerworks/community/groups/service/html/communi

tyview?communityUuid=e8206aad-10e2-4c49-b00c-fee572815374#fullpageWidge

tId=Wf2c4e43b120c_4ac7_80ae_2695b8e6d46d&file=aa46cea1-17df-4d18-bfac-7

c3768874aa1

IBM Operational Decision Manager Embedded Rules Equivalent

Rule Flow Task Workflow

Decision Table Decision Table

Business Rule Text Rule

Rule Package Submap

Decision Tree Not Available

Variables Rule Parameters

Special data types: hashes,

multi-dimensional arrays, and so on.

Not Available

Chapter 13. Business rules 521

13.3 Integrated rules versus external rules

Providing two mechanisms for invoking rules in IBM Case Manager leads to a

great deal of flexibility. This flexibility gives the user the choice of which

technology to use at any time.

The integrated rules capabilities in IBM Case Manager are included with the

product. But, there are situations where the use of an external rules engine is a

better decision for an organization. IBM provides the ability to export an existing

rule from a Case Manager solution for import into the IBM Operational Decision

Management (IODM) rules engine. The tutorial that was described in the

previous section shows how to transfer the rules.

Guidance for choosing between integrated rules and external rules via IODM is

provided in Table 13-6.

Table 13-6 Embedded versus external rules

Category Embedded External rule

Rules creation

and

management

Simplified rules creation and

implementation via Case

Manager Builder application.

Developed by using IODM tools

and implemented via web

services calls.

Target users Can be created and maintained

by business users without

special training.

Decision Server Rules designer

requires special training and is

geared towards technical user.

Decision Center is geared

towards the business analyst.

Where

maintained

Contained with the solution and

can be transferred with the

solution.

Maintained externally.

Integration Direct Integration: The business

rule is tailored to the solution

and uses case properties

directly.

Integrated via web services, the

rules are more general.

Where

executed

Executed from the Case

Manager environment without

more configuration and

installation.

Centrally maintained rules that

are hosted on external rules

servers.

Installation No special installation or

integration is required.

Requires separate installation of

the rules server software.

522 Advanced Case Management with IBM Case Manager

13.4 Creating and invoking rules

This section describes how to create a simple text-based rule and invoking rules

that have parameters. We also review a table-based rule to see how the

conditions and actions work in such a rule.

13.4.1 Creating a simple text-based rule

This example describes the process of creating one of the rules that exists in the

sample solution. It provides a quick overview of the rules designer for text-based

rules. You can delete the rule and re-create it, or create a duplicate rule with a

different name. If you choose to create a rule like this, give it a different name.

To create a simple text-based rule, complete the following steps:

1. Start Case Manager Builder.

Integration

with case

properties

Tightly integrated, directly uses

Case Manager case properties

in the rules.

Case properties that are passed

to rules engine via a web service.

Data types Supports IBM Case Manager

data types: strings, integers,

floats, and Booleans both as

single value fields and as single

dimension arrays.

Supports all Java data types,

including hashes, enumerations,

and multi-dimensional arrays of

those data types.

Custom widget

and forms

integration

Rules are called from a task

step.

Rules are available to

applications from various means.

For example, a web service call

can invoke the rule.

Rules changes Business rules are maintained

within. Changing a rule requires

redeployment of the Solution

Implemented within the Rules

Engine outside the scope of Case

Manager.

Rule sharing Limited to within a case type. Rules are available to all parts of

an organization.

Rule validation Accomplished with test cases. Rule execution simulation

provided.

MS Office

Integration

Not included. Provided.

Category Embedded External rule

Chapter 13. Business rules 523

2. Edit the Customer Complaints solution.

3. Select Case Types → Complaint → Rules to see the rules for your solution,

as shown in Figure 13-6.

Figure 13-6 Rules List in Case Manager Builder

4. Click Add rule.

5. Enter Transaction Amount Rating for the Name and click OK.

The default is for a text-based rule. If you want to create a Decision table,

select the Table-based rule option.

After the pop-up window closes, the new rule is listed.

6. Open the rule for editing by clicking its name or by hovering over the rule and

selecting the Design Rule icon, as shown in Figure 13-7.

Figure 13-7 Design rule

524 Advanced Case Management with IBM Case Manager

7. Edit the text rule. Text rules start with a blank space. You can enter the rule in

the blank space. When completed, the new text rule appears as shown in

Figure 13-8. Although you can enter the rule, it is easier to use the

wizard-driven rule creation method.

Figure 13-8 Complete rule

To create a text-based rule by using rule wizard, complete the following steps:

1. Start the rule wizard by holding down the Ctrl key and pressing the Spacebar.

Whenever the Ctrl+space combination is used, the wizard appears and

guides the user through the rule creation. When the options appear, hovering

the mouse over one of the options results in more information, as shown in

Figure 13-10 on page 525.

Because of the direct integration of the rule with Case Manager, the options

that are available to the user are tied directly to the case type. This provides

an intuitive interface when you are using the same case properties that are

used elsewhere in the solution without the need for abstract variables

common to programming implementations. Therefore, the rule options are

dynamically generated based on the properties of the case type.

As shown in Figure 13-9, you can press Ctrl+space and select the correct

option from the menu listing.

2. Press Ctrl+space and go to if <condition>, as shown in Figure 13-9.

Figure 13-9 Text Rule Wizard: if

Chapter 13. Business rules 525

3. Select the Total Transaction Amount of <a caseType> from the choices

that are provided by the wizard, as shown in Figure 13-10.

Figure 13-10 Text Rule Wizard: the Total Transaction Amount of <a caseType>

4. Select Complaint → is more than <a number> → <number>.

5. At this point, you must enter the value for the transaction amount. Your choice

of the <number> indicates to the editor that you want to enter a number. Enter

10000 for the number.

Rule parameters: In this example, we are entering an actual number. We

also have the option of the use of a rule parameter instead of the number.

Rule parameters are workflow data fields on the task, but they are not case

properties. Rule parameters enhance rule flexibility by providing temporary

variables for rule execution. For example, to use a percentage rate as an

input, the data field might be theInterestRate. In the workflow, an

assignment calculates the value as follows in an assignment step before

the rule invocation, as shown in the following example:

InterestRate=F_CaseFolder.<prefix>_InterestRate/100

526 Advanced Case Management with IBM Case Manager

When you clicked the <number> at the end of the previous step, the wizard

disappeared because the system expects you to enter a value that is based

on your choice. Now that the number is entered, we completed setting up the

rule condition. The next step is to create the rule action.

6. Press Ctrl+Space. Then, select Customer Rating of <a caseType> →

Complaint → <string>.

At this point, the wizard disappears and leaves a pair of quotation marks to

bind the string. In the quotation marks, enter the word DIAMOND. Click to the

right of “DIAMOND” and select “;” to finish the rule so that it appears as

shown in Figure 13-11.

Figure 13-11 Complete Rule

7. Click Save → Close.

Now the rule is created and must be implemented.

For this sample, we add the rule at the end of Verify Complaint task. To

implement the new rule to the task, complete the following steps:

1. Edit the solution.

2. Select Case Types → Complaint → Tasks.

3. On the Verify Complaint task, click the Edit Steps icon.

4. Drag a rule step into the system swimlane.

5. Complete the following steps to configure the new rule step:

a. In the Name field, enter Transaction Amount Rating.

Wizard tip: The wizard automatically appears whenever the system

anticipates your input in the rule designer. When you finish entering 10000,

if you pressed the Spacebar, the wizard reappears and is ready for the next

input because the rule is not yet complete. Occasionally, you might realize

that you made a mistake. When that happens, click the text editor and

backspace over the error. If the wizard does not automatically appear,

press Ctrl+space to reactivate the wizard.

Chapter 13. Business rules 527

b. In the Description field, enter Execute transaction amount rating rule.

c. In the rule field, select the rule Transaction Amount Rating from the

pull-down menu.

6. Create a connection from the Verify step to the new rule step.

7. Click Save → Save and Close → Commit → Deploy.

After the solution completes deploying, the rule is invoked when the task runs.

13.4.2 Reviewing a business rule

Decision tables provide a convenient way of aggregating large sets of similar

business rules into a tabular form. Decision tables are composed of rows and

columns; each row corresponds to a single rule, with the columns defining the

conditions and actions that apply to the rules.

Complete the following steps to examine the table-based rule in our example:

1. Edit the Customer Complaints solution.

2. Select Case Type → New Account case type.

3. Select Rules. The rules that are associated with the solution are displayed, as

shown in Figure 13-12. For our sample, there are two table-based rules and

one text-based rule.

From here, you can add, edit, and delete the solution rules. If you hover your

mouse over an entry, options for modifying and deleting the rule display.

By selecting the pencil icon, you can edit the rule name, description, and rule

type, as shown in Figure 13-12.

Figure 13-12 Edit rule

528 Advanced Case Management with IBM Case Manager

4. Click the QC Decision rule to open it in the rule designer, as shown in

Figure 13-13.

Decision tables contain one or more condition columns, and one or more

action or outcome columns. Each condition is evaluated and if the condition

evaluates to true, the outcome (or outcomes) are set by that row.

The decision table (as shown in Figure 13-13) contains the following condition

columns:

– Category

– Amount

– Random Selection

The table contains the following action columns:

– Start QC

– Send email

– email Recipient

Figure 13-13 QC Decision table-based rule

5. Click the Rules Parameters icon in the upper left corner of the table and view

the rule parameter, Random Number, that is used in the rule, as shown in

Figure 13-14 on page 529.

Chapter 13. Business rules 529

Figure 13-14 The rule parameter, Random Number, which is used in the QC Decision

rule

In Case Manager business rules, case properties are used in evaluating the

rules. Rule parameters are used when business rules require information that

is passed from the workflow. In our example, we use one such parameter,

Random Number. This allows the user to define the data type for the

parameter.

You can add more custom parameters for the rule.

6. Click Close to close the pop-up window.

7. Review individual rows in the rule table by placing the cursor over the row

index. After a short pause, a pop-up window opens, as shown in Figure 13-15

on page 530. The tabular form of the rule often is much easier to understand

when complex combinations of related properties are evaluated. The pop-up

window shows the following details of the rule:

– The Category column compares the value of the Complaint Category of

the case type to the values in the column. Because the Complaint

Category uses the Billing choice list, the decision table rules constrain

the possible match options to the same choice list.

530 Advanced Case Management with IBM Case Manager

–The Amount column compares the value of the case property Total

Transaction Amount to the values in the column. As shown in

Figure 13-15, the rule is using a greater than condition.

Figure 13-15 Detail of the first row rule in the QC Decision rule table

–The Random Number is used for selecting a random sample of the cases to

run through Quality Control. The Random Number is number 0 - 100. Its

value is calculated in the workflow and passed to the rule when it is called.

– The actions for the rules are to set the values of two Boolean case

properties that are based on the condition columns. Start QC is set to true.

Send email is set to false. As with the case list, the two Boolean operations

are automatically constrained to the possible values.

– The rule passes back a string property Notification email Addresses from

the column. Because the property is a string property, the user can enter

any valid string into the column.

Here, we see that the Credit Score is a workflow property.

8. Complete the following steps to review the configuration for each of the

condition columns:

a. Right-click the column header.

b. Select Update Column... to edit the column condition.

The rules are configured for each condition column starting with an if. The

same wizard that is used to configure a text-based rule is used for the

columns. You can try configuring a column by deleting the existing

Chapter 13. Business rules 531

configuration text in the editor and starting the wizard by pressing Ctrl+space.

When done, click Cancel.

Decision tables are flexible. Empty cells are not evaluated as part of the

decision. As shown in Figure 13-16, conditions can be grouped and an

otherwise condition used. To better understand the effect of empty cells, we

review the conditions for some of the rules that are shown in Figure 13-16.

Figure 13-16 Otherwise and empty Cells

Otherwise is an “else” condition. It is used in groups of conditions and sub

conditions to ensure matches and to provide for actions when a series of

conditions are not met. From the decision table, you can observe the following

rules:

– If Category is Billing, the Amount is 1,000 or over but no more than

10,000, then 10% require QC, no email is sent, though carly is assigned

as email Recipient.

– If Category is Billing, the Amount is 10,000 or over but no more than

50,000, then 20% require QC, email is sent, and dave is assigned as the

email Recipient.

– If Category is Billing, the Amount is 50,000 or over, then all require QC.

For 30%, email is sent and paula is assigned as the email Recipient. For

other 70%, email is sent and tom is assigned as the email Recipient.

– Else, (that is otherwise, if Category is Billing, the Amount is less than

1,000) 5% require QC, no email is sent, and frank is assigned as the email

Recipient.

532 Advanced Case Management with IBM Case Manager

– For Product, 10% require QC.

– When Category is not matched, 100% require QC.

Implementing this in a series of if . . . then . . . else statements is difficult.

Therefore, the decision tables are easier to configure and manage.

9. When conditions are evaluated, they result in actions. Complete the following

steps to review the three action columns:

a. Right-click the column header.

b. Select Update Column to review the action (or actions) that are defined for

that column.

c. Select Cancel.

When all of the conditions are met in the condition columns, then all of the

actions are taken. Figure 13-16 on page 531 shows that the actions set

values true or false for the two Boolean case properties. They also set the

email Recipient string to a value.

After the condition columns are configured, the user double-clicks the correct

cell to set the value for that condition. When a value is entered into the actions

columns, those values are used when all of the conditions are met for that row

in the table.

13.4.3 Invoking rules with parameters

When rules involve only case properties, they are invoked through the Case

Manager Builder. As described in 13.4.2, “Reviewing a business rule” on

page 527, rules can use parameters that are not part of the case. To invoke such

a rule, you drag the rule step into the task. Because the rule requires more

configuration, the advanced solution designer must configure it by using the

Process Designer tool.

For more information about editing solutions with the Process Designer, see

12.2, “Process Designer integration” on page 455. Example steps also are

provided in “Configuration in Process Designer” on page 476 under that section.

Complete the following steps to invoke a Case Manager rule by using the

Process Designer:

1. Start Case Manager Builder.

2. Open the Task workflow map in Process Designer.

3. Drag a component step to the workflow map if it is not previously added by

using the Case Manager Builder.

4. Change the step name to Execute Rule.

Chapter 13. Business rules 533

5. Configure the rule operation on the step by selecting it from the

ICM_RuleOperations component. Create data fields for each of the

component parameters. Figure 13-17 shows the completed operation

parameters for the step.

Figure 13-17 Execute Rule Component Step

6. Drag an assignment step to the workflow map.

7. Change the Name to Assign Rule Parameters.

8. Assign the following values to the parameters that are created for the

component:

– caseId: F_CaseFolder

– ruleName: “QC Review”

– customRuleParameterNames: { “RandomNumber”}

– customRuleParameterValues: { numbertostring(random(99)) }

– ruleReturnValue: “”

9. Connect the new steps into the workflow where needed with the Assign Rule

Value Parameters step that occurs before the Execute Rule step. The final

map appears similar to the example that is shown in Figure 13-18 on

page 534.

534 Advanced Case Management with IBM Case Manager

Figure 13-18 QC Rule Invocation

10.Select Validate → File → Solution → Save and Close → Commit →

Deploy.

After the solution is deployed, run cases with various parameters to test the rule.

Chapter 13. Business rules 535

13.5 External rules engine integration

IBM Operational Decision Manager is an enterprise rules engine upon which the

integrated rules capabilities are based. It provides rules capabilities beyond Case

Manager’s integrated rules. Integrating with Operational Decision Manager is

accomplished by using the web services interfaces.

For more information about implementing rules management, see the IBM

Redbooks publication Governing Operational Decisions in an Enterprise

Scalable Way, SG24-8127.

You also can find more information from the Information Center, which is

available at this website:

http://www.ibm.com/support/docview.wss?uid=swg21503801

13.5.1 Incorporating a business rule in the case solution

The rule projects are accessed from the FileNet workflow system by defining an

external source. This external source defines the URL for the location of HTDS

Web Services Description Language (WSDL) on RES.

Note: When a rules step is configured, Case Manager Builder creates the rule

step as a single step without variables. When component steps are configured

manually in Process Designer, the use of data fields for the step is preferred

because the variables make implementation and troubleshooting easier.

When they are used, rule operation failures because of incorrect inputs on the

data fields can be corrected to allow the workflow to continue. The system

administrator can change the data field values and continue the workflow

repeating the failed step by setting the F_WFReminder=1. This allows the

solution designer to aggregate problems by using fewer fixes rather than

redeploying the solution for every error.

If the rule step is added through Case Manager Builder, it is not necessary to

create data fields for every rule parameter. Instead, it is recommended that

assignments are created for the customRuleParameterNames and

customRuleParameterValues.

536 Advanced Case Management with IBM Case Manager

At run time, an IBM Case Manager task includes a step to run the business rules

in the JRules project. The rules are run through the web service interface by

using the WSDL. Data fields are mapped and exchanged with the business

object model (BOM) that are defined in the JRules project.

To configure the integration to the Rules project, you need the location of HTDS

WSDL. Complete the following steps:

1. Log in to the Rules Execution Server console by using the following URL:

http://localhost:8080/res, username/password = resAdmin/resAdmin

2. Click the Explorer tab.

3. Expand RuleApps in the Explorer tree to see the deployed versions of your

rule application, as shown in Figure 13-19.

Figure 13-19 RES console

Chapter 13. Business rules 537

4. Click the link for the latest rule set WSDL, as shown in Figure 13-20. You

need the WSDL to configure in FileNet Process Designer to start this rule as

a web service.

Figure 13-20 Getting the WSDL

5. This action brings up the WSDL in the browsers (see Figure 13-21). Copy the

URL for the location of the WSDL for use later.

Figure 13-21 WSDL for Rules application project

6. Use the WSDL that was obtained for your rule application from the Rules

Execution server to configure a partner link in FileNet Process Designer.

538 Advanced Case Management with IBM Case Manager

Integrate: Configuring web services to start the rule

The next step is to configure the step in the workflow task to start the web service

for the rule.

Ensure that the FileNet Component Manager and the ILog JRules Execution

Server (RES) are running before you configure the web service to start the rule.

By using the Complaints Management example, the customer’s rating is based

on the total transaction amount and how long the customer is with the company.

The rating in turn determines whether an outreach to the customer by a client

manager is necessary.

The calculation of the rating can be done at various points in the case. It also can

be configured to run as an individual task. For this example, the rating value is

determined at the beginning of the case so that this information is available from

the start.

A task to verify the complaint information at the start of the case exists. Extend

that task to include a step to get the customer rating from WebSphere ILOG

JRules by completing the following steps:

1. By using Case Manager Builder, configure the Verify Case task and add a

Stub step to the system swimlane. Extend this stub in the next step by using

the Process Designer to start the web services call to WebSphere ILOG

JRules.

Tip: This URL contains a specific rule application version number. However,

removing the RuleApp version automatically references the latest version of

the RuleApp. The altered URL looks as it does it the following example:

localhost:8080/DecisionService/ws/RatingsProjectApp/RatingsCheck?WSDL

Chapter 13. Business rules 539

Figure 13-22 shows the Stub step, which is named CalculateRating.

Figure 13-22 CalculateRating stub step

Ensure that all of the necessary case properties are assigned to the steps,

and then save and redeploy the solution.

2. Complete the following steps to set up the partner link:

a. Log in to the FileNet Workplace XT and open the Process Designer.

b. Select the solution option from the menu and browse through the design

object store to find and edit the Customer Complaints solution.

c. Select the Verify complaint workflow definition from the workflow list in

the View menu.

d. Click the Web Services tab.

e. Select Partner Link and configure it by clicking Invoke and then enter the

WSDL URL as shown in Figure 13-23 on page 540. This example uses a

Partner Link that is called “Rules_TDS”.

540 Advanced Case Management with IBM Case Manager

Figure 13-23 Setting up the partner link

3. Set up the parameters.

The following main parameters that are needed to calculate the ratings should

be there because they are part of the case data that was created by the Case

Manager Builder:

– CustomerName: String

– Total transaction amount: Float

– CustomerSince: Integer

– CustomerRating: String

You need to add a number of workflow data fields for this workflow. The

following fields are required for calling the Rules web services. They are not

part of the case data; therefore, these data fields do not exist yet:

– DecisionID: String

– ILOGMessage: String

– Count: Integer

Figure 13-24 on page 541 shows the data fields for the workflow. The default

values ensure that none of the input parameters to the web service are null.

The detail usage of each one is explained in the next step.

Chapter 13. Business rules 541

Figure 13-24 Data fields for the workflow

4. Configure the web services Invoke step by clicking the System step (which is

called CalculateRating) that was created in Case Manager Builder. Select the

function Invoke, then Assign, as shown in Figure 13-25.

Figure 13-25 System step

Requirement: Ensure that none of the parameters that are used to start

the web service have a null value at run time.

542 Advanced Case Management with IBM Case Manager

5. Configure the Invoke function.

The Invoke function starts the WebSphere ILOG JRules web service.

Configure the parameters as needed for the rules application. These

parameters must match the parameter definitions that were made earlier in

the Rules Studio.

Process Designer does not support data fields that are complex structures.

However, the Invoke function automatically maps to the data elements up to

one level down.

For the example, the definition of the parameters in Rules Studio includes a

structural object for Customer. It is not possible to use the customer structure

directly for the Invoke function. Instead, the Invoke function automatically

initializes to show the data elements next level down, such as name,

joiningYear, and totalTransactions.

More information: The Invoke function can be configured in two different

ways. The usual parameter mapping method is shown here. If you require

more complex structures, use the XML message method.

For more information, see the FileNet P8 Information Center at this

website:

http://publib.boulder.ibm.com/infocenter/p8docs/v5r2m0

Click Integrating workflow into document management → Process

Designer → About steps → Using Web Services in FileNet

workflows → Web Services - XML message example.

Chapter 13. Business rules 543

Figure 13-26 shows the Invoke function configuration.

Figure 13-26 Configuring the Invoke function

Apart from the workflow data fields, the other parameters are as follow:

– DecisionID: This is an optional parameter on input for JRules, but is

available by default when the Invoke step for the integration is configured.

– ILOGMessage: This returns messages from the rules engine.

– Count: returns the count of rules fired.

6. Configure the Assign function.

The returned value for the customer rating is saved into the parameter

CC_CustomerRating. This is a workflow parameter in this task. There also is

a Case Data value, CC_CustomerRating, that holds the corresponding

information for the case. By default, when a task is created in Case Manager

Builder, the case data is mapped automatically to workflow parameters.

Restriction: At run time, none of the outgoing parameters can be null. Null

values can cause errors on the web service invocation. This restriction

includes all the internal parameters, such as DecisionID.

544 Advanced Case Management with IBM Case Manager

After you extend this task, map the value back into the Case Data so that it is

shown on the Case Manager Client user interface. Use the assign function

and the F_CaseFolder value, which identifies the case folder instance.

CustomerRating is the only parameter that changed in this example.

Set Assign as shown in the following example (see Figure 13-27):

F_CaseFolder.CC_CustomerRating (case data) = CC_CustomerRating

(workflow data)

Figure 13-27 Assigning rating to case data

7. Run the Verify commad and save the solution. Exit Process Designer. Use

Case Manager Builder to run the Commit command, then run the Deploy

command and test the updated task.

8. Test the business rule by creating a case in the Case Manager Client.

Tip: To check whether a rule was run, use View Statistics (from the

Ruleset view) from the JRules RES console.

Alternatively, use Process Administrator Tracker to make sure that

WS_queue is not accumulating WS invocation requests.

Chapter 14. Integration points

Case management systems often are not stand-alone systems. Depending on

the industry and the type of application, a case management system can be

integrated with back-end systems, databases, and other business applications.

Integration with the external systems can be achieved in many ways. Often, it

depends on the integration points and tools available for the systems that are

involved.

This chapter describes at a high level the different application programming

interfaces (APIs) and other integration points that are supported by IBM Case

Manager. It is intended as a quick reference guide about considering the best

approach for integration.

This chapter includes the following sections:

򐂰 Model APIs

򐂰 REST APIs

򐂰 Using Java APIs

򐂰 Using Case Manager Client-side integration

򐂰 Using Content Platform Engine workflow integration

򐂰 External data service

򐂰 Other supported integrations

546 Advanced Case Management with IBM Case Manager

14.1 Model APIs

The Model API originated with IBM Content Navigator that allows application

developers to write code that interacts with the client and user interface of IBM

Content Navigator. For application development purposes, there is the IBM

Content Navigator API reference and the IBM Case Manager API reference

documentation.

The Case Manager Model API extends the IBM Content Navigator API by adding

other functionality to each object that is created from a class.

For more information about specific examples of Model API in IBM Case

Manager, see the following sections:

򐂰 10.5, “Creating and deploying a custom widget” on page 386

򐂰 11.4, “Basic customization scenarios” on page 424

򐂰 11.5, “Intermediate customization scenarios” on page 426

For more information about the IBM Content Navigator API reference, see the

following resources:

򐂰 IBM Redbooks publication, Customizing and Extending IBM Content

Navigator, SG24-8055:

http://www.redbooks.ibm.com/abstracts/sg248055.html?Open

򐂰 IBM Content Navigator Information Center:

http://pic.dhe.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.develo

pingeuc.doc/eucdi000.htm

For more information about the IBM Case Manager JavaScript API reference,

see the IBM Case Manager Information Center:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/index.jsp?topic=%2Fco

m.ibm.casemgmt.development.doc%2Fjsdoc%2Findex.html

14.2 REST APIs

There are three Representational State Transfer (REST) APIs that are provided

with IBM Case Manager. Each one serves a specific purpose. These APIs are

Hypertext Transfer Protocol (HTTP) calls that offer an abstraction from

lower-level coding languages.

Chapter 14. Integration points 547

14.2.1 Case Manager REST API

The Case Manager REST API is used for case-related actions. As of IBM Case

Manager 5.1.1, these same actions are now available in the Case Manager Java

API as described in 14.3.3, “Integrating by using the Case Java API” on

page 553.

This API returns responses in the JavaScript Object Notation (JSON) format.

You use this API for the following case-specific information:

򐂰 Solutions that are available and their information

򐂰 Case types that are available in a solution

򐂰 Task types that are available for case types

򐂰 Tasks available that are in a case and actions that can be performed on them

򐂰 Comments for a case or for a task or document within a case

򐂰 History of a case

Your application can request information about case objects and manipulate

those case objects by using this API. The API can be used in the following

examples:

򐂰 A web front end on the internet retrieves case history that is based on a case

record locator and presents it to the external user. Use the case history

resource for a case.

򐂰 An external application must read the status of all tasks in a case. Use the list

of task instances resource for a case.

򐂰 An external application processes fees that are associated with a case and

adds a comment to the case. Use the case comments resource for a case.

򐂰 An external application must create a case for processing extra information.

Use the cases resource.

򐂰 A custom widget must create a task without leaving the page. Use the

discretionary task types resource to list available tasks to create, and then

use the create task resource to create the task.

For more information about this API, see IBM Case Manager, Version 5.2

Information Center, which is available at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.development.doc/acmdv014.htm

548 Advanced Case Management with IBM Case Manager

14.2.2 Process Engine REST API

Though Content Engine and Process Engine merged to a single engine, Content

Platform Engine, the REST API that is described here is still referred as Process

Engine REST API. The Process Engine REST API is used for workflow-related

information. All of the methods in this API are immediately available or can be

built by using the Process Engine Java API.

This API returns responses in JSON format.

Use this API for the following role and work item-related information:

򐂰 Roles

򐂰 Work basket information and filters

򐂰 Work items that are assigned to a role or user

򐂰 Work item information

򐂰 Saving and completing work items

򐂰 Current user and search for users

Your application can request information about business process objects and act

on those objects by using this API. It can be used in the following examples:

򐂰 A web front end on the internet must display actions for external users as part

of a process in a case. Use the queue elements resource on a designated

role in-basket with query parameters as necessary.

򐂰 A web front end on the internet must complete an action or work item as part

of a process in a case. Use the step element resource to update the work item

information and dispatch it, which completes the step.

򐂰 An external application that employees use daily must display a work item

count for each of their role work baskets. Use the role resource to get work

baskets. Then, use queue elements count resource on those work baskets.

򐂰 A custom widget must show all work items across multiple roles for a

manager to view in one list. Use the role names resource on the solution

application space to gather work baskets and then queue elements.

For more information about this API, see IBM FileNet P8, Version 5.2 Information

Center, which is available at this website:

http://publib.boulder.ibm.com/infocenter/p8docs/v5r2m0/index.jsp?topic=

/com.ibm.p8.pe.dev.doc/rest/rest_ref.htm

Chapter 14. Integration points 549

14.2.3 Content Management Interoperability Services API

The Content Management Interoperability Services (CMIS) API is used for

content-related information. All of the methods in this API are immediately

available or can be built by using the IBM FileNet Content Engine Java API.

This API returns responses in XML format.

Use this API for the following content-related information:

򐂰 Get and update properties on content objects

򐂰 Create content objects

򐂰 Query for content objects

򐂰 Upload or download document content

򐂰 Check in or checkout document objects

򐂰 Work with versions of document objects

Your application can request information about content objects and act on those

objects by using this API. It can be used in the following examples:

򐂰 A web front end on the internet must add form details from an external user

as a document in a case. Use the create document resource to provide the

form details as a content stream.

򐂰 An external application must capture the state of a case at the time of an

event in the external system. Use the content resource for the case folder to

retrieve object properties.

򐂰 A custom widget is working with a specific document and must present a

toolbar that is based on user security for that document. Use the content

resource for the document object to retrieve allowable actions.

For more information about this API, see the following OASIS website about

Content Management Interoperability Services Version 1.0:

http://docs.oasis-open.org/cmis/CMIS/v1.0/os/cmis-spec-v1.0.html

14.2.4 Navigating from REST API calls to Model API calls

Though REST API is still supported in IBM Case Manager V5.2, it is

recommended that application developers to move from REST API to the Model

API for development purposes. You should migrate REST API calls to Model API

calls for the following reasons:

򐂰 You can easily extend IBM Content Navigator and IBM Case Manager

functionality when you develop custom widgets.

򐂰 The Model API clearly separates business logic from the user interface layer,

which makes development easier and more efficient.

550 Advanced Case Management with IBM Case Manager

򐂰 Model objects that contain business or server-side objects can be shared

across widgets, including custom widgets.

򐂰 The CMIS REST API is still available in the IBM Content Navigator API.

򐂰 The JavaScript toolkit provides a more standard, object-oriented

programming model.

The following developerWorks articles describe how to map REST calls to Model

API calls and give an example of how to move between REST API calls to Model

API calls in custom widgets in IBM Case Manager V5,2:

򐂰 Using the Model API and REST API call in custom widgets for IBM Case

Manager V5.2:

https://www.ibm.com/developerworks/community/groups/service/html/com

munityview?communityUuid=e8206aad-10e2-4c49-b00c-fee572815374#fullpa

geWidgetId=Wf2c4e43b120c_4ac7_80ae_2695b8e6d46d&file=4afc8752-188b-4

7e1-95c2-0c595e96cfed

򐂰 Mapping REST calls to Model API calls in Case Manager 5.2:

https://www.ibm.com/developerworks/community/groups/service/html/com

munityview?communityUuid=e8206aad-10e2-4c49-b00c-fee572815374#fullpa

geWidgetId=Wf2c4e43b120c_4ac7_80ae_2695b8e6d46d&file=63d89c08-282a-4

8b2-a90d-dff346469f01

14.3 Using Java APIs

There are two Java APIs that are provided as standard IBM FileNet APIs. IBM

Case Manager is built on FileNet P8, so these APIs are readily available with IBM

Case Manager. These APIs offer much more flexibility and granular control than

the REST APIs. These APIs are based on Java and require Java programming.

Added in Case Manager 5.1.1 is the new Case Java API.

For more information, see this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r1m1/topic/com.ibm.casemgm

t.development.doc/acmjd001.htm

In addition to the two Java APIs, FileNet P8 supports other languages through a

web service abstraction. For brevity, topics are addressed by referencing the

Java APIs that map to web services.

Chapter 14. Integration points 551

14.3.1 Integrating by using Content Engine Java API

Though Content Engine and Process Engine merged into a single engine,

Content Platform Engine, the Java API that is described here is still commonly

referred as Content Engine Java API. The Content Engine Java API is used to

implement full Enterprise Content Management capabilities. The Content Engine

Java API can access all objects in the content repository. These objects include,

but are not limited to, documents, compound documents, folders, custom objects,

document types, subscriptions, and security.

When compared to CMIS, the Content Engine Java API offers finer control of all

objects in the repository. CMIS is a specification that is still under development

and is designed for compatibility with various repository types. As a result, only a

subset of enterprise content management functions is made available through

CMIS.

For more information about this API, see IBM FileNet P8, Version 5.2 Information

Center at this website:

http://publib.boulder.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.p8

.ce.dev.java.doc/overview-summary.html

Your application can access and manipulate content objects in a FileNet P8

environment by using this API. It can be used in the following examples:

򐂰 An external application must run actions in a batch. Use the batch utilities to

group the operations together.

򐂰 An external application must configure complex access control lists (ACLs) on

objects. Use the security utilities to configure ACLs.

򐂰 An external application must not abstract data for performance reasons. Use

the communication utilities to avoid the performance effect of abstracting data

to XML or other format for communication.

򐂰 An external application must use core FileNet P8 capabilities. Use the

extensive range of utilities that are provided by the Content Platform Engine

client.

򐂰 A custom REST API must be developed to meet a specific requirement that is

not available in CMIS. Use the extensive range of utilities that are provided by

the Content Platform Engine client and make them available by using a

custom REST API.

552 Advanced Case Management with IBM Case Manager

14.3.2 Integrating by using Process Engine Java API

Though Content Engine and Process Engine merged into a single Content

Platform Engine, the Java API that is described here is still commonly referred to

as Process Engine Java API. The Process Engine Java API is used to implement

full FileNet P8 workflow system capabilities. The Process Engine Java API can

access all information that is related to workflows. This information includes, but

is not limited to, application spaces, roles, work items, exceptions, queues,

rosters, security, and system details.

You use this API to harness the full capabilities of a FileNet P8 workflow system.

When compared to Process Engine REST API, the Process Engine Java API

offers finer control of all information that is related to workflows. Process Engine

REST API was around for a few years, whereas the Process Engine Java API

was available for many years. As a result, only a subset of workflow system

functions is available through Process Engine REST API.

Your application can access and manipulate workflow-related objects in a FileNet

P8 environment by using this API. It can be used in the following examples:

򐂰 An external application must generate a report on the history of work items.

Use the utilities to provide the step information.

򐂰 An external application must analyze a process. Use the process utilities to

analyze a running workflow.

򐂰 An external application must start a workflow. Use the workflow utilities to

start a workflow.

򐂰 An external application must configure a workflow system. Use the

configuration utilities to work with isolated regions or the entire system.

򐂰 An external application must use an action that is not available in the Process

Engine REST API. Use the appropriate utilities that are provided by the

workflow system client.

For more information about this API, see the IBM FileNet P8, Version 5.2

Information Center at this website:

http://publib.boulder.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.p8

.pe.dev.java.doc/filenet/vw/api/package-summary.html

Chapter 14. Integration points 553

14.3.3 Integrating by using the Case Java API

New in 5.1.1, IBM Case Manager provides a Java API for handling common

case-based operations. These operations include methods and objects for

gathering information, creating cases and tasks, and update existing case

information.

Similar to the Case Rest API, as described in 14.2.1, “Case Manager REST API”

on page 547, the new Case Java API can be used to retrieve and manipulate the

following case-specific information:

򐂰 Deployed solutions and Case Manager configuration information

򐂰 Case types and document types that are included in a deployed solution

򐂰 Available task types

򐂰 Create, update, and split cases

򐂰 Create relationships between cases

򐂰 Create and retrieve case comments

򐂰 Retrieve case history

򐂰 Start manual and discretionary tasks

Your application can request information about case objects and manipulate

those case objects by using this API. The API can be used in the following

examples:

򐂰 An external, Java based application must read the status of all tasks in a

case. The com.ibm.casemgmt.Case class has methods for retrieving the tasks

of a case, which are represented as com.ibm.casemgmt.tasks.Task objects.

򐂰 An external enterprise Java application processes fees that are associated

with a case and adds a case comment. The com.ibm.casemgmt.Case class

can be used to add and retrieve comments, which are represented as

com.ibm.casemgmt.Comment objects.

򐂰 An external application must create a case for processing extra information.

The com.ibm.casemgmt.Case class has factory methods that can be used to

create a case.

For more information about this API, see the IBM Case Manager, Version 5.2

Information Center at this website:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.casemgm

t.development.doc/acmjd001.htm

554 Advanced Case Management with IBM Case Manager

14.4 Using Case Manager Client-side integration

The IBM Case Manager interface is designed by using a mashups container.

Mashup containers by design are a combination of various widgets that can run

actions, display information, or both. Case Manager Client-side integration

means that the user’s browser is requesting or presenting data from a resource.

This resource is not necessarily an IBM Case Manager resource.

14.4.1 Website widget

Simple integration is available by using the website widget. The basic function of

the widget is to display a website within an iframe. A default website can be

configured for when the widget initially loads. This first page can be your home

page or a start page for work in another system. Because the website is

displayed in an iframe, browsing in this widget enables the user to browse around

and still reference the IBM Case Manager user interface.

An extended function is the ability to show websites dynamically. The widget can

receive a URL. If a URL payload is received, the widget renders that URL in the

iframe. The URL can contain a query string so you can access any web

resources, even with query parameters. You can develop a custom widget to

send a URL or you can use the Script Adapter to integrate other widgets with the

website display.

14.4.2 Script Adapter widget

For complex integration between widgets and retrieving external data, use the

Script Adapter widget. This widget is provided with Business Space.

The basic function of this widget is to receive a payload from an event and send

that payload as an event. The payload and the event can be anything. This

feature is most useful when you translate payloads between existing widgets on

a page. One widget might send a payload with “ContactName” whereas another

widget requires “Name” only. In this instance, the Script Adapter can transform

the payload as needed.

An extended function of the Script Adapter widget is to run actions that

JavaScript can perform. For example, “ContactName” is not allowed to be empty

as it is passed to another widget. The Script Adapter can throw a JavaScript alert

or open a dojo.dialog to alert the user that “ContactName” is empty.

Chapter 14. Integration points 555

Additionally, the Script Adapter does not necessarily have to send a payload. It

can react to receiving a payload and run an xhr.post to save payload information

to a server-side API.

14.4.3 Custom widget

For complete control of a widget, from what it does to what it presents to which

payloads are available, you can create a custom widget.

When you are developing your own widget, you have few limitations. You can

harness the full capabilities of JavaScript and the Dojo libraries. You can

customize payloads and create useful events on receiving or sending. You can

interact with existing systems that provide a REST interface, or you can create

your own iframe as an advanced Website widget. You can render data from other

widgets or back-end systems, as required. You also can create a settings

interface to configure the widget differently on different pages.

Consider the following points when you create a custom widget:

򐂰 Events to send and receive

򐂰 Payloads to send and receive

򐂰 Calling the back-end services by using HTTP requests

򐂰 Authentication that might happen when calling the back-end services

򐂰 Capabilities of JavaScript

򐂰 Capabilities of Dojo

򐂰 Widget definition XML

򐂰 Widget settings and configuration

򐂰 Presentation of the widget on a page

14.5 Using Content Platform Engine workflow

integration

Tasks within a solution include workflows that are processed by IBM FileNet

Content Platform Engine. Content Platform Engine provides many useful

integration capabilities. These integration capabilities include the customer

component, web services, and database interaction.

556 Advanced Case Management with IBM Case Manager

14.5.1 Custom components

A custom component is a Java object that extends the capabilities of the

workflow engine. A Component Integrator makes a custom component available

within the process of a workflow by monitoring a queue and passing information

to the custom component.

The custom component offers nearly limitless processing capabilities within a

workflow. If you must react to data in a workflow in a way that is not available in

the Process Designer palette, use a custom component. The full capabilities of

Java are available when you develop a component.

A custom component is useful in the following ways:

򐂰 Converting a deadline date to an integer that represents minutes for use in a

step deadline. Input: Time (date). Output: Integer (minutes).

򐂰 Calculating total compound interest on a monthly deposit over time. Input:

Integer (months), Float (deposit), Float (rate). Output: Float (interest).

򐂰 Evaluating if two sets of integer arrays are equal, element by element. Input:

Integer[] (first array), Integer[] (second array). Output: Boolean (evaluation).

򐂰 You have existing Java code that runs database lookups or interfaces with

other systems and is useful in the process of a workflow. The input and output

values vary, but you might need to consider a harness Java class as an

interface to reuse your code.

14.5.2 Web services

Web services is a standard method of communication between two systems,

often over HTTP. The process services of the Content Platform Engine offer an

interface to use external web services by providing or receiving data from within

a workflow.

Web services are a standard practice in many organizations. Therefore, you

might find that you are integrating IBM Case Manager with an external system

that provides a web service. If so, web services integration by using Process

Designer and other documented workflow system configuration is often the

quickest method of integration.

Chapter 14. Integration points 557

Web services might be useful for the following reasons:

򐂰 To have an external system that provides a web service to process

information in the flow of a task.

򐂰 To interface with WebSphere Service Registry and Repository or Universal

Description Discovery and Integration (UDDI) registries.

򐂰 To interface with WebSphere ILOG business rules.

14.5.3 Database interaction

The DbExecute system step in Process Designer allows a flexible method to run

a stored procedure in a remote database.

If you store procedures that are created in your database, it is easy to implement

the DbExecute system step as a step in your task workflow.

14.6 External data service

An extra point of integration for a Case Manager solution is an external data

service. This service allows Case Manager to provide users with contextual

property information when they are working with cases and case documents.

The following common use cases are for an external data service:

򐂰 Creating conditional choice lists where the values that are available in a

property are dependent upon the value of another property. A common

example is city and state in which cities are available in the city drop-down

menu depends on the selected state.

򐂰 Populating fields that are based on a lookup, such as account number.

򐂰 Complex data validation.

An external data service (EDS) is implemented as a RESTful service that

handles JSON-based property update requests from Case Manager Client. The

EDS is called from the Case Manager API application that is deployed on the

Case Manager server.

558 Advanced Case Management with IBM Case Manager

For more information about the external data services, see the following

resources:

򐂰 “Getting case data from an external source” at the IBM Case Manager

Information Center:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0/topic/com.ibm.case

mgmt.development.doc/acmdv087.htm

򐂰 Chapter 16 “External Data Service Framework” of Advanced Case

Management with IBM Case Manager (the previous version of the book)

14.7 Other supported integrations

In the previous version of this IBM Redbooks publication, we extensively

described the integration of IBM Case Manager with the following IBM products

and framework:

򐂰 IBM WebSphere ILOG JRules

The product was rebranded as IBM Operational Decision Manager

򐂰 IBM Content Manager

򐂰 External Data Services framework

򐂰 IBM Business Process Manager

򐂰 IBM Content Analytics with Enterprise Search

The product was merged with OmniFind® Enterprise Search and is known as

IBM Content Analytics with Enterprise Search

These contents were not updated for this edition of the book. However, they are

still valuable to use as reference.

To access this content, download the previous version of the book. For more

information, see Appendix A, “Additional material” on page 563.

The integration chapters from the previous version of the book are summarized

here for your reference.

14.7.1 Integration with IBM Operational Decision Manager

IBM Operations Decision Manager provides an integrated business rules and

events management platform to improve the quality of transaction and

process-related decisions and help determine the appropriate course of action

for each customer, partner, and internal interaction.

Chapter 14. Integration points 559

The product IBM Operations Decision Manager was previously known as IBM

WebSphere ILOG JRules.

In Chapter 14 “Integration with WebSphere ILOG JRules” of the previous version

of this IBM Redbooks publication, we described the integration between IBM

Case Manager and IBM WebSphere ILOG JRules. The chapter outlines the

benefits of the use of JRules to manage business rules in a case management

system, and uses a simple example to show how this works.

The chapter includes the following sections:

򐂰 Benefits of using rules engine software

򐂰 Incorporating a business rule in the case solution

This chapter does not describe the IBM WebSphere ILOG JRules product in

detail. For more information about the product, see the Redbooks publication:

Patterns: Integrating WebSphere ILOG JRules with IBM Software, SG24-7881.

The chapter was not updated for this edition of the book. However, its content is

still valuable to use as reference.

To view this chapter, download the previous version of the book. For more

information, see Appendix A, “Additional material” on page 563.

14.7.2 Integration with IBM Content Manager

In Chapter 15 “Integration with IBM Case Manager” of the previous version of this

IBM Redbooks publication, we describe the integration between IBM Case

Manager and IBM Content Manager. The integration allows users to directly

access documents that are stored in Content Manager more easily from case

solutions. Companies that use Content Manager content repositories can use the

integration to seamlessly use Content Manager documents in case solutions.

The chapter includes the following sections:

򐂰 Benefits of Content Manager integration

򐂰 Architecture of the integration

򐂰 Integration configuration steps

򐂰 Using Content Manager documents in case solutions

The chapter was not updated for this edition of the book. However, its content is

still valuable to use as reference.

To view this chapter, download the previous version of the book. For more

information, see Appendix A, “Additional material” on page 563.

560 Advanced Case Management with IBM Case Manager

14.7.3 External Data Services framework

IBM Case Manager offers an improved and easier-to-use data integration across

systems that provides a seamless and consolidated view of a case. You can

configure an IBM Case Manager solution to reference data that is stored in an

external system, such as a customer relationship management (CRM) system.

In Chapter 16 “External Data Service Framework” of the previous version of this

IBM Redbooks publication, we introduced the external data service framework

and described how it can be used to initiate case data in IBM Case Manager.

The chapter includes the following sections:

򐂰 Implementing an External Data Service

򐂰 Registering the External Data Service

The chapter was not updated for this edition of the book. However, its content is

still valuable to use as reference.

To view this chapter, download the previous version of the book. For more

information, see Appendix A, “Additional material” on page 563.

14.7.4 Integration with IBM Business Process Manager

IBM Case Manager supports IBM Business Process Manager (IBM BPM) to

improve configuration flexibility and productivity. Case workers can view IBM

Case Manager and IBM BPM work items simultaneously from the same

integrated view. Solution designers can define case tasks that were previously

implemented in IBM BPM and managed in the Process Center.

In Chapter 17 “Integration with IBM Business Process Manager” of the previous

version of this IBM Redbooks publication, we described how to use the

capabilities of IBM Case Manager and IBM BPM to manage human-centric,

integration-centric, and content-centric business processes. These processes

can achieve end-to-end process control and visibility across your business

network.

The chapter includes the following sections:

򐂰 Introduction to IBM Case Manager and IBM BPM

򐂰 Implementing a task as IBM BPM process application

򐂰 Implementing a task as an IBM BPM automated process

򐂰 Configuring an Integrated Inbox

The chapter was not updated for this edition of the book. However, its content is

still valuable to use as reference.

Chapter 14. Integration points 561

To view this chapter, download the previous version of the book. For more

information, see Appendix A, “Additional material” on page 563.

14.7.5 Integration with IBM Content Analytics with Enterprise Search

IBM Content Analytics with Enterprise Search (ICAwES) helps companies to

gather and mine unstructured and structured data to gain actionable insights that

improve and enhance business operations. IBM Case Manager can use the

natural language processing techniques of ICAwES to discover patterns, trends,

and correlations between various cases. These discoveries help the case

workers and executives with insights into their business and provide an

opportunity to respond with appropriate actions.

In Chapter 18 “Integration with IBM Content Analytics with Enterprise Search” of

the previous version of this IBM Redbooks publication, we described the

integration between IBM Case Manager and ICAwES. At the time of that writing,

ICAwES Analytics was not merged with the Enterprise Search product; therefore,

it was known as IBM Content Analytics with Enterprise Search. In addition,

Content Engine and Process Engine in IBM FileNet P8 Platform were not

merged to the single Content Platform Engine of today; therefore, the chapter still

refers to Content Engine by its old name.

The chapter includes the following sections:

򐂰 IBM Content Analytics with Enterprise Search overview

򐂰 Installing Content Analytics Version 2.2

򐂰 Installing IBM FileNet Content Engine Client

򐂰 Configuring script to resolve Content Engine Client paths

򐂰 Configuring crawlers to access case solutions

򐂰 Rapid insights detection with the Text Mining application

The chapter was not updated for this edition of the book. However, its content is

still valuable to use as reference.

To view this chapter, download the previous version of the book. For more

information, see Appendix A, “Additional material” on page 563.

562 Advanced Case Management with IBM Case Manager

Appendix A. Additional material

This book refers to additional material that can be downloaded from the Internet,

as described in the following sections.

Locating the Web material

The Web material that is associated with this book is available in softcopy on the

Internet from the IBM Redbooks Web server, which is available at this website:

ftp://www.redbooks.ibm.com/redbooks/SG247929

Alternatively, you can go to the IBM Redbooks website at:

http://www.ibm.com/redbooks

Select Additional materials and open the directory that corresponds with the

IBM Redbooks form number, SG247929.

564 Advanced Case Management with IBM Case Manager

Using the Web material

The additional Web material that accompanies this book includes the file

SG247929-02.pdf, which is a previous version of this IBM Redbooks publication

System requirements for downloading the Web material

The Web material requires the following system configuration:

Hard disk space:50 MB minimum

Downloading and extracting the Web material

Create a subdirectory (folder) on your workstation and extract the contents of the

Web material.zip file into this folder.

Related publications

The publications that are listed in this section are considered particularly suitable

for a more detailed discussion of the topics that are covered in this book.

IBM Redbooks

The following IBM Redbooks publications provide more information about the

topic in this document. Some publications that are referenced in this list might be

available in softcopy only:

򐂰 Customizing and Extending IBM Content Navigator, SG24-8055

򐂰 Disaster Recovery and Backup Solutions for IBM FileNet P8 Version 4.5.1

Systems, SG24-7744

򐂰 Federated Content Management: Accessing Content from Disparate

Repositories with IBM Content Federation Services and IBM Content

Integrator, SG24-7742

򐂰 IBM Content Analytics Version 2.2: Discovering Actionable Insight from Your

Content, SG24-7877

򐂰 IBM FileNet Content Manager Implementation Best Practices and

Recommendations, SG24-7547

򐂰 IBM FileNet P8 Platform and Architecture, SG24-7667

򐂰 IBM High Availability Solution for IBM FileNet P8 Systems, SG24-7700

򐂰 Introducing IBM FileNet Business Process Manager, SG24-7509

򐂰 Understanding IBM FileNet Records Manager, SG24-7623

You can search for, view, download, or order these documents and other

Redbooks, Redpapers, Web Docs, draft, and other materials at the following

website:

http://www.ibm.com/redbooks

566 Advanced Case Management with IBM Case Manager

Online resources

The following websites also are relevant as further information sources:

򐂰 IBM Case Manager main information page

http://www.ibm.com/software/products/en/casemana

򐂰 IBM FileNet P8 Platform main information page

http://www.ibm.com/software/ecm/filenet

򐂰 IBM FileNet Content Manager main information page:

http://www.ibm.com/software/products/en/filecontmana

򐂰 IBM FileNet Case Foundation main information page:

http://www.ibm.com/software/products/en/case-foundation

򐂰 IBM Case Manager Version 5.2 Information Center:

http://pic.dhe.ibm.com/infocenter/casemgmt/v5r2m0

򐂰 IBM FileNet P8 Version 5.2 Information Center:

http://publib.boulder.ibm.com/infocenter/p8docs/v5r2m0

򐂰 IBM Content Navigator Information Center:

http://pic.dhe.ibm.com/infocenter/p8docs/v5r2m0/topic/com.ibm.develo

pingeuc.doc/eucdi000.htm

򐂰 IBM Operation Decision Manager Version 8.5 Information Center:

http://pic.dhe.ibm.com/infocenter/dmanager/v8r5/index.jsp

򐂰 IBM FileNet P8 Platform product documentation:

http://www-01.ibm.com/support/docview.wss?rs=86&uid=swg27036917

This URL includes links to all expansion IBM FileNet P8 products.

Help from IBM

IBM Support and downloads

http://www.ibm.com/support

IBM Global Services

http://www.ibm.com/services

(1.0” spine)

0.875”<->1.498”

460 <-> 788 pages

Advanced Case Management

with IBM Case Manager

SG24-7929-03 ISBN 0738439290

INTERNATIONAL

TECHNICAL

SUPPORT

ORGANIZATION

BUILDING TECHNICAL

INFORMATION BASED ON

PRACTICAL EXPERIENCE

IBM Redbooks are developed by

the IBM International Technical

Support Organization. Experts

from IBM, Customers and

Partners from around the world

create timely technical

information based on realistic

scenarios. Specific

recommendations are provided

to help you implement IT

solutions more effectively in

your environment.

For more information:

ibm.com/redbooks

Advanced Case Management

with IBM Case Manager

Introducing case

management and

IBM Case Manager

Building IBM Case

Manager solutions

with use case

example

Covering

customization, rules,

deployment, and

Organizations face case management challenges that require

insight, responsiveness, and collaboration. IBM Case Manager,

Version 5.2, is an advanced case management product that unites

information, process, and people to provide the 360-degree view

of case information and achieve optimized outcomes. With IBM

Case Manager, knowledge workers can extract critical case

information through integrated business rules, collaboration, and

analytics. This easy access to information enhances decision

making ability and leads to more successful case outcomes. IBM

Case Manager also helps capture industry preferred practices in

frameworks and templates to empower business users and

accelerate return on investment.

This IBM Redbooks publication introduces the case management

concept. It includes the reason for and benefits of case

management, and why it is different from the traditional business

process management or content management. In addition, this

book addresses how you can design and build a case

management solution with IBM Case Manager, and integrate that

solution with external products and components.

This book is intended to provide IT architects and IT specialists

with the high-level concepts of case management and the

capabilities of IBM Case Manager. It also serves as a practical

guide for IT professionals who are responsible for designing,

building, customizing, and deploying IBM Case Manager solutions.

Back cover