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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 5.2, 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.

Table of Contents

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