Advanced Case Management with IBM Case …

1 case Managementwith IBM case ManagerWei-Dong ZhuBrian BenoitBob JacksonJohnson LiuMike MarinSeema MeenaJuan Felipe OspinaGuillermo RiosIntroducing case Management and IBM case ManagerBuilding IBM case manager solutions with use case exampleCovering customization, rules, deployment, and moreFront coverAdvanced case Management with IBM case ManagerMay 2014 International Technical Support OrganizationSG24-7929-03 Copyright International Business Machines Corporation 2013, 2014. All rights to Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADPS chedule Contract with IBM Edition (May 2014)This edition applies to Version , IBM case manager (product number 5725-A15).

2 Note: Before using this information and the product it supports, read the information in Notices on page xiii. Copyright IBM Corp. 2013, 2014. All rights .. xiiiTrademarks .. xivPreface .. xvAuthors .. xvNow you can become a published author, too! .. xviiiComments welcome .. xixStay connected to IBM Redbooks .. xixSummary of changes.. xxiMay 2014, Fourth Edition .. xxiPart 1. Concept and overview .. 1 Chapter 1. case Management concept.. case Management overview .. What makes case Management unique .. Cases are goal-driven and unpredictable.

3 Cases are knowledge-intensive .. Modeling .. Tasks.. Routine work and knowledge work .. case Management and IBM BPM Solutions .. The need for Enterprise Content Management .. Information complexity .. Security .. Retention .. The need for collaboration.. case Management solutions .. case data .. case folder .. Tasks.. 20 Chapter 2. Typical case Management applications.. Typical applications .. Solution patterns .. Applications by industry .. Complaints Management example use case .. Complaint scenario.

4 30iv Advanced case Management with IBM case Resolving the case .. Content that is related to the case .. Integration with other systems .. 33 Chapter 3. IBM case manager overview .. IBM case manager capabilities.. case design and deployment .. case Management .. IBM case manager API .. Tools .. Solution templates.. Content and process Management .. Collaboration and social software tools.. Business rules .. case analytics .. Reporting.. Content Analytics .. Forms integration .. IBM case manager environments.

5 Environments and case Management phases .. Solutions and deployment in development environment.. IBM case manager components .. IBM case manager core components.. IBM case manager optional components .. IBM case manager extensions .. IBM case manager architecture .. case manager Builder .. case manager Client .. case manager API .. Content Platform Engine .. IBM case manager configurations .. Development environment configuration.. Production environment with high availability .. Production environment with partitioning.

6 65 Chapter 4. Inner workings of IBM case manager .. IBM case manager object model .. Solution .. case types .. Roles .. Roles in-basket .. Personal in-baskets.. Configuring manual work assignment .. 83 Contents Configuring role pages .. Document types .. Task type.. Tasks.. case object model implementation .. Design object store .. Target environment .. Project areas for supporting parallel project development .. IBM case manager pages.. Default pages in a Solution .. Default Cases pages .. Default Task pages.

7 IBM case manager widgets .. Tasks and associated workflow processes .. Workflow association .. Workflow data fields .. Workflow attachments .. Starting task workflows .. Workflow processing and task state .. Object model for IBM Content manager integration .. 118 Part 2. Solution development.. 123 Chapter 5. IBM case manager tools .. IBM case manager tools overview .. IBM case manager configuration tool .. Starting the IBM case manager configuration tool .. Creating a profile .. Running the profile tasks.. IBM case manager administration client.

8 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.. IBM case manager Builder .. 166vi Advanced case Management with IBM case Multiple user solution development in case manager Builder .. Solution assets .. Solution lock and draft object.

9 case manager Builder save options .. Committing and deploying a solution .. 175 Chapter 6. Designing case Management solutions.. Business goals of a case Management solution .. Designing the solution .. Agile and iterative methodologies .. case design .. Task design .. case documents .. Business rules .. Modeling how cases are created .. Creating the solution .. Defining your solution .. Defining case properties .. Defining case types .. Defining document types.. Defining roles .. Defining in-baskets.

10 Defining pages .. Defining case types .. Defining views .. Defining tasks .. Configuring your solution.. Advanced in-basket configuration .. Advanced property layout views within a case .. Configuring pages for Advanced user interfaces.. Advanced task configuration .. Using forms to enhance user interfaces .. Providing users with custom tasks .. Configuring the security definitions .. Configuring case analytics and reporting .. Configuring the Cognos Real-Time Monitor .. Customizing and integrating your solution.