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Advanced Case Management with IBM Case Manager
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Advanced Case Management with IBM Case Manager
by Guillermo Rios, Juan Felipe Ospina, Seema Meena, Mike Marin, Johnson Liu, Bob Ja
Advanced Case Management with IBM Case Manager
Front cover
Notices
Trademarks
Preface
Authors
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Summary of changes
May 2014, Fourth Edition
Part 1 Concept and overview
Chapter 1. Case management concept
1.1 Case management overview
1.2 What makes case management unique
1.2.1 Cases are goal-driven and unpredictable
1.2.2 Cases are knowledge-intensive
1.2.3 Modeling
1.2.4 Tasks
1.2.5 Routine work and knowledge work
1.3 Case Management and IBM BPM Solutions
1.4 The need for Enterprise Content Management
1.4.1 Information complexity
1.4.2 Security
1.4.3 Retention
1.5 The need for collaboration
1.6 Case management solutions
1.6.1 Case data
1.6.2 Case folder
1.6.3 Tasks
Chapter 2. Typical case management applications
2.1 Typical applications
2.1.1 Solution patterns
2.1.2 Applications by industry
2.2 Complaints management example use case
2.2.1 Complaint scenario
2.2.2 Resolving the case
2.2.3 Content that is related to the case
2.2.4 Integration with other systems
Chapter 3. IBM Case Manager overview
3.1 IBM Case Manager capabilities
3.1.1 Case design and deployment
3.1.2 Case management
3.1.3 IBM Case Manager API
3.1.4 Tools
3.1.5 Solution templates
3.1.6 Content and process management
3.1.7 Collaboration and social software tools
3.1.8 Business rules
3.1.9 Case analytics
3.1.10 Reporting
3.1.11 Content Analytics
3.1.12 Forms integration
3.2 IBM Case Manager environments
3.2.1 Environments and case management phases
3.2.2 Solutions and deployment in development environment
3.3 IBM Case Manager components
3.3.1 IBM Case Manager core components
3.3.2 IBM Case Manager optional components
3.3.3 IBM Case Manager extensions
3.4 IBM Case Manager architecture
3.4.1 Case Manager Builder
3.4.2 Case Manager Client
3.4.3 Case Manager API
3.4.4 Content Platform Engine
3.5 IBM Case Manager configurations
3.5.1 Development environment configuration
3.5.2 Production environment with high availability
3.5.3 Production environment with partitioning
Chapter 4. Inner workings of IBM Case Manager
4.1 IBM Case Manager object model
4.1.1 Solution
4.1.2 Case types
4.1.3 Roles
4.1.4 Roles in-basket
4.1.5 Personal in-baskets
4.1.6 Configuring manual work assignment
4.1.7 Configuring role pages
4.1.8 Document types
4.1.9 Task type
4.1.10 Tasks
4.2 Case object model implementation
4.2.1 Design object store
4.2.2 Target environment
4.2.3 Project areas for supporting parallel project development
4.3 IBM Case Manager pages
4.3.1 Default pages in a Solution
4.3.2 Default Cases pages
4.3.3 Default Task pages
4.3.4 IBM Case Manager widgets
4.4 Tasks and associated workflow processes
4.4.1 Workflow association
4.4.2 Workflow data fields
4.4.3 Workflow attachments
4.4.4 Starting task workflows
4.4.5 Workflow processing and task state
4.5 Object model for IBM Content Manager integration
Part 2 Solution development
Chapter 5. IBM Case Manager tools
5.1 IBM Case Manager tools overview
5.2 IBM Case Manager configuration tool
5.2.1 Starting the IBM Case Manager configuration tool
5.2.2 Creating a profile
5.2.3 Running the profile tasks
5.3 IBM Case Manager administration client
5.3.1 Copying a solution
5.3.2 Creating solution templates
5.3.3 Using solution templates
5.3.4 Exporting and importing a solution
5.3.5 Exporting business rules
5.3.6 Configure locks
5.3.7 Enabling case history store
5.3.8 Widget packages
5.3.9 Configuring an audit
5.3.10 Configuring security
5.3.11 Manage project areas
5.3.12 Extra options for an administrator in administration client
5.4 IBM Case Manager Builder
5.4.1 Multiple user solution development in Case Manager Builder
5.4.2 Solution assets
5.4.3 Solution lock and draft object
5.4.4 Case Manager Builder save options
5.4.5 Committing and deploying a solution
Chapter 6. Designing case management solutions
6.1 Business goals of a case management solution
6.2 Designing the solution
6.2.1 Agile and iterative methodologies
6.2.2 Case design
6.2.3 Task design
6.2.4 Case documents
6.2.5 Business rules
6.2.6 Modeling how cases are created
6.3 Creating the solution
6.4 Defining your solution
6.4.1 Defining case properties
6.4.2 Defining case types
6.4.3 Defining document types
6.4.4 Defining roles
6.4.5 Defining in-baskets
6.4.6 Defining pages
6.4.7 Defining case types
6.4.8 Defining views
6.4.9 Defining tasks
6.5 Configuring your solution
6.5.1 Advanced in-basket configuration
6.5.2 Advanced property layout views within a case
6.5.3 Configuring pages for advanced user interfaces
6.5.4 Advanced task configuration
6.5.5 Using forms to enhance user interfaces
6.5.6 Providing users with custom tasks
6.5.7 Configuring the security definitions
6.5.8 Configuring case analytics and reporting
6.5.9 Configuring the Cognos Real-Time Monitor
6.6 Customizing and integrating your solution
6.7 Documenting your solution
Chapter 7. Building a simple solution: Part 1
7.1 Building the sample solution overview
7.2 Defining the solution basics
7.2.1 Adding a solution
7.2.2 Setting up properties
7.2.3 Setting up roles
7.2.4 Setting up in-baskets
7.2.5 Setting up document types
7.3 Defining the case type
7.3.1 Creating a case type
7.3.2 Configuring case type properties
7.3.3 Configuring the Case Summary view
7.3.4 Configuring custom properties layout view
7.3.5 Configuring the case search
7.3.6 Defining case folders structure
7.4 Defining embedded rules
7.5 Defining case tasks
7.5.1 Creating Upgrade Options set
7.5.2 Creating the Upsell Opportunity container task
7.5.3 Creating the Upgrade Product task
7.5.4 Creating the Upgrade Plan task
7.5.5 Creating the Call Customer task
7.5.6 Creating the Verify Billing task
7.5.7 Creating the Verify Complaint task
7.5.8 Creating the remaining tasks
7.5.9 Reviewing task summary
Chapter 8. Building a simple solution: Part 2
8.1 Configuring workflow diagrams by using Step Designer
8.1.1 Creating the Upgrade Product task diagram
8.1.2 Creating the Upgrade Plan task diagram
8.1.3 Creating the Call Customer task diagram
8.1.4 Creating the Verify Billing task diagram
8.1.5 Creating the Verify Complaint task diagram
8.1.6 Creating the Review Product Complaint task diagram
8.1.7 Creating the Review Non-Product Complaint task diagram
8.1.8 Creating the Investigate Product Safety task diagram
8.1.9 Creating the Send Corresponding Letter task diagram
8.1.10 Creating the Close Complaint task diagram
8.1.11 Creating the Investigate Employee task diagram
8.1.12 Creating the Request Assistance task diagram
8.2 Saving and validating the solution
8.3 Deploying the Customer Complaints solution
8.4 Testing the Customer Complaints solution
8.5 Improving the solution
8.5.1 Solution icon
8.5.2 Property choice list
8.5.3 Solution properties
8.5.4 Document properties
8.5.5 In-basket properties
Chapter 9. Migrating and deploying solutions
9.1 Migration models and migration procedure overview
9.1.1 Traditional FileNet P8 application migration model
9.1.2 IBM Case Manager solution migration model
9.1.3 Using the best of both migration models
9.2 Migration and deployment procedure overview
9.3 Preparation
9.3.1 Preparing IBM Case Manager assets
9.3.2 Preparing FileNet P8 assets
9.3.3 Preparing other IBM assets and external artifacts
9.4 Migration
9.4.1 Migrating IBM Case Manager assets
9.4.2 Migrating FileNet P8 assets
9.4.3 Migrating other IBM and external artifacts
9.5 Deployment
9.5.1 Deploying IBM Case Manager assets
9.5.2 Deploying FileNet P8 assets
9.5.3 Deploying other IBM and external artifacts
9.6 Configuration
9.6.1 Configuring IBM Case Manager assets
9.6.2 Configuring FileNet P8 assets
9.6.3 Configuring other IBM and external artifacts
Part 3 Solution customization and advanced topics
Chapter 10. User interface and widgets
10.1 User interface navigation
10.1.1 Navigating Case Manager Builder
10.1.2 Navigating Page Designer
10.1.3 Multiple user editing
10.1.4 Navigating Case Manager Client
10.2 Understanding page types and custom pages
10.2.1 Default pages
10.2.2 Custom pages
10.3 Accessing the Properties View Designer
10.3.1 System-generated view
10.3.2 Designing a custom view
10.3.3 Configuring the default view for a case type
10.3.4 Overriding the default view in the Properties widget
10.4 Using default widgets and their payloads
10.4.1 Standard widgets that are provided by IBM Case Manager
10.4.2 Widget payloads
10.4.3 Wiring a widget to another widget
10.4.4 Widget incoming and outgoing events and payloads
10.4.5 In-basket widget event and corresponding payload
10.4.6 Search widget event and corresponding payload
10.5 Creating and deploying a custom widget
10.5.1 Setting up your development environment
10.5.2 Creating your widget definition and catalog files
10.5.3 Creating the IBM Content Navigator plug-in
10.5.4 Creating the custom page widget with content pane
10.5.5 Creating IBM Case Manager JavaScript API calls and objects
10.5.6 Building the custom widget package
10.5.7 Deploying the custom widget package
10.5.8 Adding the custom widget to the page
10.6 Creating a custom task
10.7 Using the Timeline Visualizer and Instruction widgets
10.7.1 Configuring auditing and case history store
10.7.2 Displaying case history in the Timeline Visualizer widget
10.7.3 Displaying instructions in the Instruction widget
Chapter 11. Customization topics
11.1 Using project areas when developing solutions
11.2 Automated handling of ingested documents
11.2.1 Generalized approach for handling ingested documents
11.2.2 Implementation methods
11.2.3 Sample JavaScript based implementation procedure
11.3 Splitting a case
11.3.1 Splitting a case into two cases
11.4 Basic customization scenarios
11.4.1 Adding a button to the toolbar
11.4.2 Adding custom actions to menu action
11.5 Intermediate customization scenarios
11.5.1 Enumerating documents
11.5.2 Opening multiple work items
11.5.3 Adding entry template via custom action
11.5.4 Adding an attachment to the case
11.5.5 Creating in-basket dynamic filter
11.5.6 Filtering Case Information widget to show comments only
11.5.7 Modifying property attributes by using the Property Controller
11.5.8 Getting the next work item with custom logic after completing a work item
11.5.9 Filling the Case List widget based on search results
11.6 Advanced customization scenarios
11.7 Multilingual support
11.7.1 Translating the Case Manager user interface
11.7.2 Translating custom strings, solution assets, and others
Chapter 12. Advanced solution topics
12.1 Introduction
12.2 Process Designer integration
12.2.1 Accessing Process Designer
12.2.2 Solution editing
12.2.3 Process editing
12.2.4 Activity parameters in Process Designer
12.3 Shadow fields and queue updates
12.3.1 Shadow field defined
12.3.2 Case properties, queues, and work items
12.3.3 Shadow field synchronization
12.3.4 Prior version behavior
12.3.5 Parallel property changes
12.4 Case operation components
12.5 Advanced design examples
12.5.1 Document arrival email notification
12.5.2 Creating more in-baskets
12.5.3 Showing process errors in Case Manager Client
Chapter 13. Business rules
13.1 Benefits of using rules
13.2 Integrated rules
13.2.1 Text rules
13.2.2 Decision tables
13.2.3 Text rule versus decision table
13.2.4 Implementation techniques
13.3 Integrated rules versus external rules
13.4 Creating and invoking rules
13.4.1 Creating a simple text-based rule
13.4.2 Reviewing a business rule
13.4.3 Invoking rules with parameters
13.5 External rules engine integration
13.5.1 Incorporating a business rule in the case solution
Chapter 14. Integration points
14.1 Model APIs
14.2 REST APIs
14.2.1 Case Manager REST API
14.2.2 Process Engine REST API
14.2.3 Content Management Interoperability Services API
14.2.4 Navigating from REST API calls to Model API calls
14.3 Using Java APIs
14.3.1 Integrating by using Content Engine Java API
14.3.2 Integrating by using Process Engine Java API
14.3.3 Integrating by using the Case Java API
14.4 Using Case Manager Client-side integration
14.4.1 Website widget
14.4.2 Script Adapter widget
14.4.3 Custom widget
14.5 Using Content Platform Engine workflow integration
14.5.1 Custom components
14.5.2 Web services
14.5.3 Database interaction
14.6 External data service
14.7 Other supported integrations
14.7.1 Integration with IBM Operational Decision Manager
14.7.2 Integration with IBM Content Manager
14.7.3 External Data Services framework
14.7.4 Integration with IBM Business Process Manager
14.7.5 Integration with IBM Content Analytics with Enterprise Search
Appendix A. Additional material
Locating the Web material
Using the Web material
Related publications
IBM Redbooks
Online resources
Help from IBM
Back cover
IBM System x Reference Architecture for Hadoop: IBM InfoSphere BigInsights Reference Architecture
Introduction
Business problem and business value
Reference architecture use
Requirements
InfoSphere BigInsights predefined configuration
InfoSphere BigInsights HBase predefined configuration
Deployment considerations
Customizing the predefined configurations
Predefined configuration bill of materials
References
The team who wrote this paper
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