Before you start
Case management is a critical function for virtually every business. The ability to efficiently process cases has impact on the 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 requirements 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 the 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 supports the notion of a solution template, which is a collection of case management assets that can be customized and extended to build a complete solution. To help illustrate the value of solution templates and the abilities of IBM Case Manager, IBM has provided two sample solution templates that can be used as learning tools for new users of the platform. This tutorial introduces one of those templates — Auto Claims Management — from the insurance services industry. After reading this tutorial, you will have an understanding of what a template is, and you will understand the assets delivered in this sample template and how they were built. (This tutorial includes the code for this sample template, as well as instructions on how to deploy it.)
This tutorial is intended to supplement your knowledge of IBM Case Manager by providing a deeper understanding of how to build and deploy a solution. As a result, this tutorial assumes at least a beginning level of familiarity with IBM Case Manager and the IBM Case Manager Builder, as well as the IBM FileNet® P8 Platform and tools. Readers should have IBM Case Manager installed 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 Resources.
This tutorial is targeted at business analysts and information technology personnel looking to supplement their understanding of IBM Case Manager, eForm authoring, and their use of business rules with an understanding of templates and some concrete examples of building particular assets.
Included with this tutorial is a ZIP file containing the artifacts of the solution (see Download). When you are ready to deploy the solution, open the file and extract the contents onto your local file system. You will see the following directory structure:
Figure 1. Contents of ZIP file
The Documentation folder contains a document named Deploying the Auto Claim Management Template - IBM Case Manager 5.1.pdf. This document contains the detailed instructions for deploying the sample template, creating a solution from it, deploying the solution, and running it. The folder also contains a demo script that will guide you through the solution and help you become familiar with the assets.
The steps to deploy the template and then create a solution from it are straightforward. It should take you no more than a couple of hours to deploy the template. While it is not a prerequisite to reading the tutorial, you may wish to deploy the solution before you read the tutorial so that you can directly reference the code as particular topics are discussed.