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Advanced Case Management with IBM Case Manager

Book Description

Organizations face case management challenges that require insight, responsiveness, and collaboration. IBM® Case Manager, Version 5.1.1, 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 best 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. In addition, it serves as a practical guide for IT professionals who are responsible for designing, building, and deploying IBM Case Manager solutions.

Table of Contents

  1. Front cover
  2. Notices
    1. Trademarks
  3. Preface
    1. The team who wrote this book
    2. Now you can become a published author, too!
    3. Comments welcome
    4. Stay connected to IBM Redbooks
  4. Summary of changes
    1. May 2012, Second Edition
  5. Part 1 Concept and overview
  6. Chapter 1. Case management concept
    1. 1.1 Case management overview
    2. 1.2 What makes case management unique
      1. 1.2.1 Cases are knowledge intensive
      2. 1.2.2 Cases can be unpredictable, but are goal driven
      3. 1.2.3 Process spectrum
      4. 1.2.4 Modeling
      5. 1.2.5 Tasks
    3. 1.3 The need for Enterprise Content Management
      1. 1.3.1 Information complexity
      2. 1.3.2 Security
      3. 1.3.3 Retention
    4. 1.4 The need for collaboration
      1. 1.4.1 Routine work and knowledge work
    5. 1.5 The need for Business Process Management
    6. 1.6 Case management solutions
      1. 1.6.1 Case folder
      2. 1.6.2 Tasks
  7. Chapter 2. Typical case management applications
    1. 2.1 Typical applications
      1. 2.1.1 Solution patterns
      2. 2.1.2 Applications by industry
    2. 2.2 Complaints management example use case
      1. 2.2.1 Complaint scenario
      2. 2.2.2 Resolving the case
      3. 2.2.3 Content related to the case
      4. 2.2.4 Integration with other systems
  8. Chapter 3. IBM Case Manager overview
    1. 3.1 IBM Case Manager capabilities
      1. 3.1.1 Case design and deployment
      2. 3.1.2 Case management
      3. 3.1.3 IBM Case Manager API
      4. 3.1.4 Tools
      5. 3.1.5 Solution templates
      6. 3.1.6 Content management
      7. 3.1.7 Business process management
      8. 3.1.8 Collaboration and social software tools
      9. 3.1.9 Business rules
      10. 3.1.10 Case analytics
      11. 3.1.11 Reporting
      12. 3.1.12 Content analytics
      13. 3.1.13 Forms integration
    2. 3.2 IBM Case Manager environments
      1. 3.2.1 Environments and case management phases
      2. 3.2.2 Solutions and deployment in development environment
    3. 3.3 IBM Case Manager components
      1. 3.3.1 IBM Case Manager core components
      2. 3.3.2 IBM Case Manager optional components
      3. 3.3.3 IBM Case Manager extensions
    4. 3.4 IBM Case Manager architecture
      1. 3.4.1 Case Manager Builder
      2. 3.4.2 Case Manager Client
      3. 3.4.3 IBM Case Manager API
      4. 3.4.4 Content Engine
      5. 3.4.5 Process Engine
    5. 3.5 IBM Case Manager configurations
      1. 3.5.1 Development environment configuration
      2. 3.5.2 Production environment with high availability
      3. 3.5.3 Production environment with partitioning
  9. Chapter 4. Inner workings of IBM Case Manager
    1. 4.1 IBM Case Manager object model
      1. 4.1.1 Solution
      2. 4.1.2 Case types
      3. 4.1.3 Roles
      4. 4.1.4 Roles in-basket
      5. 4.1.5 Personal in-baskets
      6. 4.1.6 Document types
      7. 4.1.7 Task type
      8. 4.1.8 Tasks
    2. 4.2 Case object model implementation
      1. 4.2.1 Design object store
      2. 4.2.2 Target environment
      3. 4.2.3 Project areas for supporting parallel project development
      4. 4.2.4 Solution deployment process
    3. 4.3 IBM Case Manager spaces and pages
      1. 4.3.1 Default pages in Solution space
      2. 4.3.2 Default pages in Case page space
      3. 4.3.3 Default pages in Task page space
      4. 4.3.4 IBM Case Manager widgets
    4. 4.4 Tasks and associated workflow processes
      1. 4.4.1 Workflow association
      2. 4.4.2 Workflow data fields
      3. 4.4.3 Workflow attachments
      4. 4.4.4 Step parameters and post assignments
      5. 4.4.5 Running workflow
      6. 4.4.6 Workflow processing and task state
    5. 4.5 Object model for IBM Content Manager integration
  10. Part 2 Solution development
  11. Chapter 5. Designing case management solutions
    1. 5.1 Business goals of a case management solution
    2. 5.2 Designing the solution
      1. 5.2.1 Agile and iterative methodologies
      2. 5.2.2 Tasks versus processes
      3. 5.2.3 Modeling how cases are to be created
    3. 5.3 Implementing the solution
    4. 5.4 Level 1: Defining your solution
      1. 5.4.1 Defining case properties
      2. 5.4.2 Defining case types
      3. 5.4.3 Defining document types
      4. 5.4.4 Defining roles
      5. 5.4.5 Defining In-baskets
      6. 5.4.6 Defining tasks
    5. 5.5 Level 2: Refining your solution with advanced configuration
      1. 5.5.1 Advanced in-basket configuration
      2. 5.5.2 Changing the object model in the solution
      3. 5.5.3 Using forms to enhance user interfaces and data collection
      4. 5.5.4 Configuring the security definitions
      5. 5.5.5 Configuring pages for advanced user interfaces
      6. 5.5.6 Configuring decision services with iLog JRules
      7. 5.5.7 Configuring case analytics and reporting
      8. 5.5.8 Configuring the Cognos Real-Time Monitor
    6. 5.6 Level 3: Customizing and integrating your solution
      1. 5.6.1 Overview of customization options
    7. 5.7 Documenting your solution
  12. Chapter 6. Building a simple solution: Part 1
    1. 6.1 Building the sample solution overview
    2. 6.2 Artifacts to be implemented in the sample solution
      1. 6.2.1 Case types
      2. 6.2.2 Tasks
      3. 6.2.3 Roles
      4. 6.2.4 In-baskets
      5. 6.2.5 Documents
      6. 6.2.6 Properties
      7. 6.2.7 Property choice lists
    3. 6.3 Creating the Customer Complaint solution
    4. 6.4 Setting up and configure artifacts for the solution
      1. 6.4.1 Setting up properties
      2. 6.4.2 Setting up roles
      3. 6.4.3 Setting up document types
      4. 6.4.4 Setting up personal in-baskets
      5. 6.4.5 Setting up case type
    5. 6.5 Setting up tasks for the solution
      1. 6.5.1 Editing the Review Non-Product Complaint task
      2. 6.5.2 Editing the Review Product Complaint task
      3. 6.5.3 Editing the Investigate Product Safety task
      4. 6.5.4 Editing the Send Corresponding Letter task
      5. 6.5.5 Editing the Verify Complaint task
      6. 6.5.6 Editing the Close Complaint task
      7. 6.5.7 Editing the Investigate Employee task
      8. 6.5.8 Editing the Request Assistance task
      9. 6.5.9 Editing task summary
  13. Chapter 7. Building a simple solution: Part 2
    1. 7.1 Configuring workflow diagrams using Step Editor
      1. 7.1.1 Creating the Close Complaint task diagram
      2. 7.1.2 Creating the Verify Complaint task diagram
      3. 7.1.3 Creating the Send Corresponding Letter task diagram
      4. 7.1.4 Creating the Review Non-Product Complaint task diagram
      5. 7.1.5 Creating the Review Product Complaint task diagram
      6. 7.1.6 Creating the Investigate Product Safety task diagram
      7. 7.1.7 Creating the Investigate Employee task diagram
      8. 7.1.8 Creating the Request Assistance task diagram
    2. 7.2 Saving and validating the solution
    3. 7.3 Deploying the Customer Complaints solution
    4. 7.4 Testing the Customer Complaints solution
    5. 7.5 Improving the solution
  14. Chapter 8. Solution templates, packaging, and deployment
    1. 8.1 Solution copy versus solution templates
    2. 8.2 Copying a solution
      1. 8.2.1 Copying a solution using Case Manager Builder
      2. 8.2.2 Copying a solution using Case Manager administration client
      3. 8.2.3 Understanding additional options for an IBM Case Manager administrator
    3. 8.3 Creating and using solution templates
      1. 8.3.1 Creating solution templates
      2. 8.3.2 Using solution templates
      3. 8.3.3 Available solution templates
    4. 8.4 Working with a solution package
      1. 8.4.1 Adding other assets to the solution package
      2. 8.4.2 Exporting a solution package
      3. 8.4.3 Moving a solution package
      4. 8.4.4 Importing a solution package
      5. 8.4.5 Extracting assets from a solution package
    5. 8.5 Considerations for building a solution
      1. 8.5.1 Useful roles
      2. 8.5.2 Collaboration in a team
      3. 8.5.3 Coordinating all assets of a solution
    6. 8.6 Deploying a solution
      1. 8.6.1 Development deployments
      2. 8.6.2 Production deployments
      3. 8.6.3 Effects of redeployment
  15. Chapter 9. User interface
    1. 9.1 Using default widgets and their payloads
      1. 9.1.1 Standard widgets provided by IBM Case Manager
      2. 9.1.2 Widgets payload
      3. 9.1.3 Wiring a widget to another widget
      4. 9.1.4 Payload types of Case Manager Client widget
      5. 9.1.5 In-basket widget event and corresponding payload
      6. 9.1.6 Case Search widget event and corresponding payload
    2. 9.2 Creating and deploying a custom iWidget
    3. 9.3 Manipulating pages in business space
      1. 9.3.1 Security
      2. 9.3.2 Default pages
      3. 9.3.3 Custom pages
    4. 9.4 Changing the runtime appearance
      1. 9.4.1 Changing space user interface style
      2. 9.4.2 Changing page user interface style
      3. 9.4.3 Changing widget user interface style
    5. 9.5 User interface navigation and case accessing
      1. 9.5.1 Navigation
      2. 9.5.2 Accessing cases with case link
    6. 9.6 Using the Case Form widget
      1. 9.6.1 View and edit modes
      2. 9.6.2 Overview of data merging rules
      3. 9.6.3 Configuring Case Form widget-related pages
      4. 9.6.4 Configuring Case Form widget
      5. 9.6.5 Using Case Form with FileNet eForm
    7. 9.7 Using IBM Forms with IBM Case Manager
      1. 9.7.1 IBM Forms overview
      2. 9.7.2 Installing the IBM Forms server
      3. 9.7.3 Configuring IBM Forms with IBM Case Manager
      4. 9.7.4 Installing IBM Forms Designer
      5. 9.7.5 Integrating IBM Forms with IBM Case Manager
  16. Chapter 10. Development topics
    1. 10.1 Using project areas when developing solutions
      1. 10.1.1 Creating the default project area
      2. 10.1.2 Creating a project area
      3. 10.1.3 Assigning solutions to a project area
      4. 10.1.4 Removing solutions from a project area
      5. 10.1.5 Assigning users or groups to a project area
      6. 10.1.6 Removing users or groups from a project area
      7. 10.1.7 Removing a project area
      8. 10.1.8 Determining the project area that you are in
      9. 10.1.9 Summary
    2. 10.2 Automated handling of ingested documents
      1. 10.2.1 Generalized approach for handling ingested documents
      2. 10.2.2 Implementation methods
      3. 10.2.3 Sample Javascript-based implementation procedure
    3. 10.3 Splitting of a case
      1. 10.3.1 Configuring the case toolbar to show the Split Case button
      2. 10.3.2 Splitting a case into two cases
      3. 10.3.3 Registering the Split Case page for upgraded systems
    4. 10.4 Reuse of an existing FileNet workflow
      1. 10.4.1 Reusing an existing FileNet process as a case task
      2. 10.4.2 Native tasks and tasks by using reused processes comparison
  17. Chapter 11. Development topic: Round-tripping workflow editing
    1. 11.1 Adding CE_Operations in a round-tripping edit
      1. 11.1.1 Modeling in Case Manager Builder
      2. 11.1.2 Round-tripping to Process Designer
      3. 11.1.3 Round-tripping back to Case Manager Builder
    2. 11.2 Creating additional in-baskets
    3. 11.3 Exposing error handling in the Case Manager Client
  18. Part 3 Integration
  19. Chapter 12. Integration points
    1. 12.1 Using REST APIs
      1. 12.1.1 Integrating by using Case Manager REST API
      2. 12.1.2 Integrating by using Process Engine REST API
      3. 12.1.3 Integrating by using CMIS API
    2. 12.2 Using Java APIs
      1. 12.2.1 Integrating by using Content Engine Java API
      2. 12.2.2 Integrating by using Process Engine Java API
    3. 12.3 Using Case Manager Client side integration
      1. 12.3.1 Web Site widget
      2. 12.3.2 Script Adapter widget
      3. 12.3.3 Custom widget
    4. 12.4 Using Process Engine workflows integration
      1. 12.4.1 Custom components
      2. 12.4.2 Web services
      3. 12.4.3 Database interaction
  20. Chapter 13. Integration with WebSphere ILOG JRules
    1. 13.1 Benefits of using rules engine software
    2. 13.2 Incorporating a business rule in the case solution
      1. 13.2.1 Getting started: Creating a JRules project
      2. 13.2.2 Design: Defining the business model for your rules (XOM)
      3. 13.2.3 Orchestrate: Creating a rule package and rule flow
      4. 13.2.4 Author: Creating the business rules
      5. 13.2.5 Deploy: Creating the rule application project
      6. 13.2.6 Integrate: Configuring web services to start the rule
  21. Chapter 14. Integration with IBM Content Manager
    1. 14.1 Benefits of Content Manager integration
    2. 14.2 Architecture of the integration
      1. 14.2.1 Overview of the architecture
      2. 14.2.2 Interaction between IBM Case Manager and Content Manager
    3. 14.3 Integration configuration steps
      1. 14.3.1 Prerequisites for integration
      2. 14.3.2 Overview of the configuration steps
      3. 14.3.3 Detailed configuration steps on Content Manager server
      4. 14.3.4 Detailed configuration steps on IBM Case Manager server
      5. 14.3.5 Starting event monitor and case handler on Content Manager
    4. 14.4 Using Content Manager documents in case solutions
      1. 14.4.1 Using project area configured with Content Manager
      2. 14.4.2 Using document type from the Content Manager item types
      3. 14.4.3 Adding Content Manager documents in cases
      4. 14.4.4 Security implications
      5. 14.4.5 Resetting the test environment
      6. 14.4.6 Troubleshooting
  22. Chapter 15. External Data Service Framework
    1. 15.1 Implementing an External Data Service
      1. 15.1.1 Sequence for case creation using external data service
      2. 15.1.2 Implementing the POST method for external data service
      3. 15.1.3 Request parameters in the POST payload
      4. 15.1.4 Case data persistence
      5. 15.1.5 Response payload and HTTP response codes
    2. 15.2 Registering the External Data Service
  23. Chapter 16. Integration with IBM Business Process Manager
    1. 16.1 Introduction to IBM Case Manager and IBM BPM
      1. 16.1.1 IBM BPM components
      2. 16.1.2 IBM Case Manager integration for IBM BPM
    2. 16.2 Implementing a task as IBM BPM process application
      1. 16.2.1 Configuring IBM Case Manager for IBM BPM integration
      2. 16.2.2 Reusing an IBM BPM process definition
      3. 16.2.3 Mapping a task to business process definition
    3. 16.3 Implementing a task as an IBM BPM automated process
    4. 16.4 Configuring an Integrated Inbox
      1. 16.4.1 Setting up business space for IBM Case Manager
      2. 16.4.2 Creating a saved search query in IBM BPM Process Portal
      3. 16.4.3 Configuring In-baskets in the Customer Complaints solution
      4. 16.4.4 Adding Integrated Inbox to the Customer Complaints solution
      5. 16.4.5 Configuring the Inbox window for the integrated space
      6. 16.4.6 Configuring the Work on tasks window for the integrated space
  24. Chapter 17. Integration with IBM Content Analytics
    1. 17.1 IBM Content Analytics overview
    2. 17.2 Installing Content Analytics Version 2.2
      1. 17.2.1 Installing Content Analytics
      2. 17.2.2 Installing Content Analytics V2.2 FixPack 2
    3. 17.3 Installing IBM FileNet Content Engine Client
    4. 17.4 Configuring script to resolve Content Engine Client paths
    5. 17.5 Configuring crawlers to access case solutions
      1. 17.5.1 Starting the administration console and creating collection
      2. 17.5.2 Configuring crawler and parser for the case solution
      3. 17.5.3 Gathering and parsing the case artifacts
    6. 17.6 Rapid insights detection with the Text Mining application
      1. 17.6.1 Starting the Text Mining application
      2. 17.6.2 Default facets of case solutions
      3. 17.6.3 Representation of case properties identified at the crawl time
      4. 17.6.4 Insights related to customer service
  25. Related publications
    1. IBM Redbooks
    2. Online resources
    3. Help from IBM
  26. Back cover