book

Advanced Case Management with IBM Case Manager

Name: Advanced Case Management with IBM Case Manager
ISBN: 0738437980

by Wei-Dong Zhu, Michael Kirchner, Tom Ko, Michael Oland, Balunaini Prasad, Mike Prentice, Monique Ruggiero

May 2013

Intermediate to advanced

694 pages

11h 33m

English

IBM Redbooks

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Front cover
Notices
Trademarks
Preface
The team who wrote this bookNow you can become a published author, too!Comments welcomeStay connected to IBM Redbooks
Summary of changes
May 2012, Second Edition
Part 1 Concept and overview
Chapter 1. Case management concept
1.1 Case management overview1.2 What makes case management unique1.2.1 Cases are knowledge intensive1.2.2 Cases can be unpredictable, but are goal driven1.2.3 Process spectrum1.2.4 Modeling1.2.5 Tasks1.3 The need for Enterprise Content Management1.3.1 Information complexity1.3.2 Security1.3.3 Retention1.4 The need for collaboration1.4.1 Routine work and knowledge work1.5 The need for Business Process Management1.6 Case management solutions1.6.1 Case folder1.6.2 Tasks
Chapter 2. Typical case management applications
2.1 Typical applications2.1.1 Solution patterns2.1.2 Applications by industry2.2 Complaints management example use case2.2.1 Complaint scenario2.2.2 Resolving the case2.2.3 Content related to the case2.2.4 Integration with other systems
Chapter 3. IBM Case Manager overview
3.1 IBM Case Manager capabilities3.1.1 Case design and deployment3.1.2 Case management3.1.3 IBM Case Manager API3.1.4 Tools3.1.5 Solution templates3.1.6 Content management3.1.7 Business process management3.1.8 Collaboration and social software tools3.1.9 Business rules3.1.10 Case analytics3.1.11 Reporting3.1.12 Content analytics3.1.13 Forms integration3.2 IBM Case Manager environments3.2.1 Environments and case management phases3.2.2 Solutions and deployment in development environment3.3 IBM Case Manager components3.3.1 IBM Case Manager core components3.3.2 IBM Case Manager optional components3.3.3 IBM Case Manager extensions3.4 IBM Case Manager architecture3.4.1 Case Manager Builder3.4.2 Case Manager Client3.4.3 IBM Case Manager API3.4.4 Content Engine3.4.5 Process Engine3.5 IBM Case Manager configurations3.5.1 Development environment configuration3.5.2 Production environment with high availability3.5.3 Production environment with partitioning
Chapter 4. Inner workings of IBM Case Manager
4.1 IBM Case Manager object model4.1.1 Solution4.1.2 Case types4.1.3 Roles4.1.4 Roles in-basket4.1.5 Personal in-baskets4.1.6 Document types4.1.7 Task type4.1.8 Tasks4.2 Case object model implementation4.2.1 Design object store4.2.2 Target environment4.2.3 Project areas for supporting parallel project development4.2.4 Solution deployment process4.3 IBM Case Manager spaces and pages4.3.1 Default pages in Solution space4.3.2 Default pages in Case page space4.3.3 Default pages in Task page space4.3.4 IBM Case Manager widgets4.4 Tasks and associated workflow processes4.4.1 Workflow association4.4.2 Workflow data fields4.4.3 Workflow attachments4.4.4 Step parameters and post assignments4.4.5 Running workflow4.4.6 Workflow processing and task state4.5 Object model for IBM Content Manager integration
Part 2 Solution development

Chapter 5. Designing case management solutions
5.1 Business goals of a case management solution5.2 Designing the solution5.2.1 Agile and iterative methodologies5.2.2 Tasks versus processes5.2.3 Modeling how cases are to be created5.3 Implementing the solution5.4 Level 1: Defining your solution5.4.1 Defining case properties5.4.2 Defining case types5.4.3 Defining document types5.4.4 Defining roles5.4.5 Defining In-baskets5.4.6 Defining tasks5.5 Level 2: Refining your solution with advanced configuration5.5.1 Advanced in-basket configuration5.5.2 Changing the object model in the solution5.5.3 Using forms to enhance user interfaces and data collection5.5.4 Configuring the security definitions5.5.5 Configuring pages for advanced user interfaces5.5.6 Configuring decision services with iLog JRules5.5.7 Configuring case analytics and reporting5.5.8 Configuring the Cognos Real-Time Monitor5.6 Level 3: Customizing and integrating your solution5.6.1 Overview of customization options5.7 Documenting your solution
Chapter 6. Building a simple solution: Part 1
6.1 Building the sample solution overview6.2 Artifacts to be implemented in the sample solution6.2.1 Case types6.2.2 Tasks6.2.3 Roles6.2.4 In-baskets6.2.5 Documents6.2.6 Properties6.2.7 Property choice lists6.3 Creating the Customer Complaint solution6.4 Setting up and configure artifacts for the solution6.4.1 Setting up properties6.4.2 Setting up roles6.4.3 Setting up document types6.4.4 Setting up personal in-baskets6.4.5 Setting up case type6.5 Setting up tasks for the solution6.5.1 Editing the Review Non-Product Complaint task6.5.2 Editing the Review Product Complaint task6.5.3 Editing the Investigate Product Safety task6.5.4 Editing the Send Corresponding Letter task6.5.5 Editing the Verify Complaint task6.5.6 Editing the Close Complaint task6.5.7 Editing the Investigate Employee task6.5.8 Editing the Request Assistance task6.5.9 Editing task summary
Chapter 7. Building a simple solution: Part 2
7.1 Configuring workflow diagrams using Step Editor7.1.1 Creating the Close Complaint task diagram7.1.2 Creating the Verify Complaint task diagram7.1.3 Creating the Send Corresponding Letter task diagram7.1.4 Creating the Review Non-Product Complaint task diagram7.1.5 Creating the Review Product Complaint task diagram7.1.6 Creating the Investigate Product Safety task diagram7.1.7 Creating the Investigate Employee task diagram7.1.8 Creating the Request Assistance task diagram7.2 Saving and validating the solution7.3 Deploying the Customer Complaints solution7.4 Testing the Customer Complaints solution7.5 Improving the solution
Chapter 8. Solution templates, packaging, and deployment
8.1 Solution copy versus solution templates8.2 Copying a solution8.2.1 Copying a solution using Case Manager Builder8.2.2 Copying a solution using Case Manager administration client8.2.3 Understanding additional options for an IBM Case Manager administrator8.3 Creating and using solution templates8.3.1 Creating solution templates8.3.2 Using solution templates8.3.3 Available solution templates8.4 Working with a solution package8.4.1 Adding other assets to the solution package8.4.2 Exporting a solution package8.4.3 Moving a solution package8.4.4 Importing a solution package8.4.5 Extracting assets from a solution package8.5 Considerations for building a solution8.5.1 Useful roles8.5.2 Collaboration in a team8.5.3 Coordinating all assets of a solution8.6 Deploying a solution8.6.1 Development deployments8.6.2 Production deployments8.6.3 Effects of redeployment
Chapter 9. User interface
9.1 Using default widgets and their payloads9.1.1 Standard widgets provided by IBM Case Manager9.1.2 Widgets payload9.1.3 Wiring a widget to another widget9.1.4 Payload types of Case Manager Client widget9.1.5 In-basket widget event and corresponding payload9.1.6 Case Search widget event and corresponding payload9.2 Creating and deploying a custom iWidget9.3 Manipulating pages in business space9.3.1 Security9.3.2 Default pages9.3.3 Custom pages9.4 Changing the runtime appearance9.4.1 Changing space user interface style9.4.2 Changing page user interface style9.4.3 Changing widget user interface style9.5 User interface navigation and case accessing9.5.1 Navigation9.5.2 Accessing cases with case link9.6 Using the Case Form widget9.6.1 View and edit modes9.6.2 Overview of data merging rules9.6.3 Configuring Case Form widget-related pages9.6.4 Configuring Case Form widget9.6.5 Using Case Form with FileNet eForm9.7 Using IBM Forms with IBM Case Manager9.7.1 IBM Forms overview9.7.2 Installing the IBM Forms server9.7.3 Configuring IBM Forms with IBM Case Manager9.7.4 Installing IBM Forms Designer9.7.5 Integrating IBM Forms with IBM Case Manager
Chapter 10. Development topics
10.1 Using project areas when developing solutions10.1.1 Creating the default project area10.1.2 Creating a project area10.1.3 Assigning solutions to a project area10.1.4 Removing solutions from a project area10.1.5 Assigning users or groups to a project area10.1.6 Removing users or groups from a project area10.1.7 Removing a project area10.1.8 Determining the project area that you are in10.1.9 Summary10.2 Automated handling of ingested documents10.2.1 Generalized approach for handling ingested documents10.2.2 Implementation methods10.2.3 Sample Javascript-based implementation procedure10.3 Splitting of a case10.3.1 Configuring the case toolbar to show the Split Case button10.3.2 Splitting a case into two cases10.3.3 Registering the Split Case page for upgraded systems10.4 Reuse of an existing FileNet workflow10.4.1 Reusing an existing FileNet process as a case task10.4.2 Native tasks and tasks by using reused processes comparison
Chapter 11. Development topic: Round-tripping workflow editing
11.1 Adding CE_Operations in a round-tripping edit11.1.1 Modeling in Case Manager Builder11.1.2 Round-tripping to Process Designer11.1.3 Round-tripping back to Case Manager Builder11.2 Creating additional in-baskets11.3 Exposing error handling in the Case Manager Client
Part 3 Integration
Chapter 12. Integration points
12.1 Using REST APIs12.1.1 Integrating by using Case Manager REST API12.1.2 Integrating by using Process Engine REST API12.1.3 Integrating by using CMIS API12.2 Using Java APIs12.2.1 Integrating by using Content Engine Java API12.2.2 Integrating by using Process Engine Java API12.3 Using Case Manager Client side integration12.3.1 Web Site widget12.3.2 Script Adapter widget12.3.3 Custom widget12.4 Using Process Engine workflows integration12.4.1 Custom components12.4.2 Web services12.4.3 Database interaction
Chapter 13. Integration with WebSphere ILOG JRules
13.1 Benefits of using rules engine software13.2 Incorporating a business rule in the case solution13.2.1 Getting started: Creating a JRules project13.2.2 Design: Defining the business model for your rules (XOM)13.2.3 Orchestrate: Creating a rule package and rule flow13.2.4 Author: Creating the business rules13.2.5 Deploy: Creating the rule application project13.2.6 Integrate: Configuring web services to start the rule
Chapter 14. Integration with IBM Content Manager
14.1 Benefits of Content Manager integration14.2 Architecture of the integration14.2.1 Overview of the architecture14.2.2 Interaction between IBM Case Manager and Content Manager14.3 Integration configuration steps14.3.1 Prerequisites for integration14.3.2 Overview of the configuration steps14.3.3 Detailed configuration steps on Content Manager server14.3.4 Detailed configuration steps on IBM Case Manager server14.3.5 Starting event monitor and case handler on Content Manager14.4 Using Content Manager documents in case solutions14.4.1 Using project area configured with Content Manager14.4.2 Using document type from the Content Manager item types14.4.3 Adding Content Manager documents in cases14.4.4 Security implications14.4.5 Resetting the test environment14.4.6 Troubleshooting
Chapter 15. External Data Service Framework
15.1 Implementing an External Data Service15.1.1 Sequence for case creation using external data service15.1.2 Implementing the POST method for external data service15.1.3 Request parameters in the POST payload15.1.4 Case data persistence15.1.5 Response payload and HTTP response codes15.2 Registering the External Data Service
Chapter 16. Integration with IBM Business Process Manager
16.1 Introduction to IBM Case Manager and IBM BPM16.1.1 IBM BPM components16.1.2 IBM Case Manager integration for IBM BPM16.2 Implementing a task as IBM BPM process application16.2.1 Configuring IBM Case Manager for IBM BPM integration16.2.2 Reusing an IBM BPM process definition16.2.3 Mapping a task to business process definition16.3 Implementing a task as an IBM BPM automated process16.4 Configuring an Integrated Inbox16.4.1 Setting up business space for IBM Case Manager16.4.2 Creating a saved search query in IBM BPM Process Portal16.4.3 Configuring In-baskets in the Customer Complaints solution16.4.4 Adding Integrated Inbox to the Customer Complaints solution16.4.5 Configuring the Inbox window for the integrated space16.4.6 Configuring the Work on tasks window for the integrated space
Chapter 17. Integration with IBM Content Analytics
17.1 IBM Content Analytics overview17.2 Installing Content Analytics Version 2.217.2.1 Installing Content Analytics17.2.2 Installing Content Analytics V2.2 FixPack 217.3 Installing IBM FileNet Content Engine Client17.4 Configuring script to resolve Content Engine Client paths17.5 Configuring crawlers to access case solutions17.5.1 Starting the administration console and creating collection17.5.2 Configuring crawler and parser for the case solution17.5.3 Gathering and parsing the case artifacts17.6 Rapid insights detection with the Text Mining application17.6.1 Starting the Text Mining application17.6.2 Default facets of case solutions17.6.3 Representation of case properties identified at the crawl time17.6.4 Insights related to customer service
Related publications
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Back cover

Overview

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.

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