Before you start
Case management is a critical function for virtually every business. The capability to efficiently process cases has impact on top and bottom lines, could have regulatory implications, and most importantly, is critical to maintaining customer satisfaction and loyalty. Effectively implementing a case management solution that meets today's needs requires a broad platform that brings together a range of capabilities, including content management, business process management, business rules, collaboration, and analytics. The solution needs to integrate seamlessly with existing infrastructure, leveraging those assets to provide complete, consistent context to case workers in a user interface tailored to how and where they work.
IBM Case Manager provides the platform and tools for a business analyst to define and implement this new generation of case management solutions. To accelerate the development of solutions in particular industries, IBM Case Manager offers solution templates, which are case management assets that can be customized and extended to build a complete solution. To illustrate the value of solution templates and the capabilities of IBM Case Manager, IBM offers two sample solution templates. This tutorial introduces one of those templates: Credit Card Dispute Management from the financial services industry. This sample template can serve as a foundation for clients who want to build a similar solution. The template can also serve as a learning tool and reference for clients to build other solutions in other industries.
After reading this tutorial, you will understand what a template is, which assets are delivered in this sample template, and how the assets were built. This tutorial includes the code for this sample template and instructions on how to extract and deploy the template.
This tutorial supplements your knowledge of IBM Case Manager by providing a deeper understanding of how to build and deploy a solution. This tutorial assumes you have at least a basic level of familiarity with IBM Case Manager and the IBM Case Manager Builder, as well as the IBM FileNet® P8 Platform and tools. You should have installed IBM Case Manager and have some experience working with the tools to build a case management solution. For more information about IBM Case Manager, including a guided tour, see the Resources section.
This tutorial addresses business analysts and IT users looking to supplement their understanding of IBM Case Manager with an understanding of templates and some concrete examples of building specific assets.
This tutorial includes a ZIP file with the artifacts of the solution (see Download). While downloading and deploying the template is not a prerequisite for this tutorial, you might want to deploy the solution before you read the tutorial so you can refer to the code directly as particular topics are discussed. The steps to deploy the template and then create a solution from it are straight-forward. It should take you no more than a couple of hours to deploy the template.
Note that this solution has been updated to run with IBM Case Manager 5.1 and will not work with 5.0.
To deploy the solution, open the ZIP file and extract the contents onto your local file system. You will see the following files:
CCDM Solution for ICM 51.zip Deploying the Credit Card Solution on ICM 51.pdf Credit Card Demo Script.pdf Letter_To_Polestar.tif Marmalade_Confirm.tif
The file called Deploying the Credit Card on ICM 51.pdf contains detailed instructions to deploy the sample and run it. There is also a demo script that guides you through the solution and helps you to become familiar with the assets.