Use industry templates for advanced case management, Part 2: Introducing the Auto Claims Management sample solution template for IBM Case Manager

Building an auto claims solution with IBM Case Manager

IBM Case Manager provides the platform and tools for business analysts to define and implement a 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: 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. Gain an understanding of what a template is, and learn about the assets delivered in this sample template and how they were built. (This tutorial includes the code for this sample template, instructions on how to deploy it, and a demo script.)

Jos H. Olminkhof (jolminkh@us.ibm.com), ECM Industry Solutions, IBM

Jos H. Olminkhof photoJos Olminkhof is a member of the product management team within the IBM Enterprise Content Management organization. His focus is on integrating the ECM portfolio into strategic solutions within various industries. He has been with IBM since 2006 and FileNet since 1996, is certified in design, administration and development with FileNet P8 products, and has worked within the Information Management space for 18 years.



31 January 2014 (First published 20 January 2011)

Also available in Portuguese

Before you start

Introduction

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 business analysts 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, instructions on how to deploy it, and a demo script.)

Prerequisites

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.

Target audience

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.

Deploying the sample template

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 the .zip file
Screenshot shows contents of ZIP file, which includes the following folders: AUTOC_database, Documentation, eForms, Sample_forms, Sample_pictures, and TemplateExported, which contains Assets

The Documentation folder contains a document named Deploying the Auto Claim Management Template - IBM Case Manager 5.2.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 guides you through the solution and helps 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 might want to deploy the solution before you read the tutorial so that you can directly reference the code as particular topics are discussed.


Introduction to IBM Case Manager and the solution templates

Overview of IBM Case Manager

There are many types of case management applications. For the purposes of this tutorial, let's focus on case management solutions that are more human-centric in nature and require the coordination of different services throughout an organization, such as health, legal, or financial, in order to provide a business service for a customer or party. Typically, this includes creating a case file and following a process (or collection of processes) to ensure the delivery of the business service. Case-related information is used by case managers or members of a case team who collaborate to resolve and close a case. After the case is completed, information about the case is typically retained for compliance or in support of longer-term business processes.

These case management scenarios require highly collaborative, dynamic, and event-driven work. Often, cases and the processes that support them can have significant life cycles and can be closed, suspended, and reopened.

An example case management solution is auto claims management in insurance services. In this scenario, a customer calls in to file a claim, and a case is opened to track this claim. Resolving the claim requires collaborative work between multiple teams, inside and outside of the organization. There are regulatory and company service-level agreements (SLAs) that dictate timelines and interactions with the customer.

Delivering this type of solution requires the effective integration and leveraging of a broad set of capabilities as illustrated in Figure 2:

Figure 2. Artifacts in advanced case management
Image shows artifacts being used in advanced case management, such as content, events, workflow, rules, collaboration, social software and analytics.

Case content must be gathered and maintained in a single, secure location and passed seamlessly between all individuals working on the case. Context must be complete and consistent across all users. Events, business rules, and workflow help to automate elements of the process to reduce errors, ease the burden on the user, and increase efficiency. Efficient collaboration between team members is critical. Providing transparency into the process is important, not only for operational purposes but also for assessing the impact of the solution on the overall business.

IBM Case Manager provides a platform that leverages capabilities from across IBM Software Group to deliver the advanced requirements needed to drive better case outcomes. The platform combines enterprise content management and business process management, along with integrated rules, events, collaboration, and analytics to deliver a comprehensive case management product. On top of this platform, IBM Case Manager provides a set of tooling that enables business analysts to quickly define solutions, and then collaborate with customers and IT to deliver them.

Case management solution templates

There are case management solutions in virtually every industry. Figure 3 illustrates some of these case management solutions:

Figure 3. Different types of cases across industries
Image shows examples of case management solutions in different industries, including insurance, banking, healthcare, government, and energy. There are also solutions that span industries such as contract and employee management.

Most of these case types are vertical in nature, solving a specific problem in a specific industry. But some are more horizontal, addressing a challenge that occurs in many industries.

To aid in the deployment and delivery of these solutions, IBM Case Manager supports the notion of a solution template. A solution template contains case management assets that are applicable to a particular business problem, and can be easily customized and extended to deliver a complete solution.

To illustrate the concept of a template and demonstrate how the features of IBM Case Manager can be used to deliver a solution, IBM has provided two sample solution templates coincident with the first release of the product. The first sample is Credit Card Dispute Management in financial services. This template is discussed in Part 1 of this series.

The second template is Auto Claims Management in the insurance industry. The remainder of this tutorial introduces this template and the assets it contains, and it describes some details of how the template was built. This tutorial shows you how to create a template and how you can deploy the Auto Claims Management template in your environment.

Auto claims management

Successfully managing auto claims requires efficient interactions among customers, damage assessors, medical and legal experts, and the insurance company. The expertise required for a claim varies, depending on the details of the claim. Most insurance companies have well-defined processes for auto claims. Errors or inefficiencies in the interactions among experts, customers, and the insurance company can result in additional costs, delays, and unresolved claims disputes.

IBM Case Manager provides capabilities that allow collaboration and flexibility in the business process, while recording the events. The Auto Claims Sample Solution Template is a good starting point for building your Auto Claims solution.

The diagram in Figure 4 provides a high-level view of the case flow:

Figure 4. High-level process flow for managing an auto claim
Image shows the high-level process flow for managing an auto claim, including the roles involved, and the integration with an external policy database and a business rule management system.

The process typically starts with a customer involved in an accident calling the insurance company. A customer service representative takes the call and works with the customer to complete a First Notice of Loss (FNOL) form. In addition to details about the customer and the accident, the form allows the customer service representative to specify additional steps, such as whether a rental car is required, or whether a third party might be responsible for part or all of the damage. If the customer has any supporting documents, such as pictures or the police report, he or she will send those in, and the customer service representative will include those with the case.

At this point, a claims adjuster takes ownership of the case and works with third-party agents to gather estimates and arrange repairs. He or she will also approve the claim and work with other insurance companies, if necessary, to pay for the repairs.

Underlying this process are workflows and rules systems that route work and inspect the case data to determine if particular steps need to be taken, such as a fraud investigation.


Implementing the Auto Claims Management template

IBM Case Manager enables the business analyst to design, build, test, and deploy a solution using a tool called IBM Case Manager Builder. The Case Manager Builder provides an easy-to-use environment that allows the analyst to describe the solution using familiar terminology, while abstracting away the underlying complexities of the technical implementation. (Throughout this tutorial, you will see numerous screenshots of the Case Manager Builder tool.)

In describing the implementation of the Auto Claims Management sample, this tutorial starts with the assets defined using the Case Builder tool. It then describes some places where we extended the template using the IBM FileNet P8 Process Designer and discusses how we implemented two rules that we originally built with IBM Operational Decision Manager, however with ICM 5.2 are now defined with the Case Manager Builder tool as well.

Finally, the tutorial inspects some UI assets contained in the template.

The solution model

The artifacts of a case management solution are organized into a solution model, as illustrated in Figure 5:

Figure 5. The IBM Case Manager solution model
Chart shows the IBM Case Manager solution model, including properties and their views, document types, roles, case types, pages in the UI, case folders, and case tasks.

Each solution includes a unique, user-provided descriptor that is used as a prefix on all assets within the solution. The solution also contains one or more properties, document types, roles, and case types. Document types, properties, and roles are defined at the solution level and are used across the defined case types. There is one personal in-basket defined for all users of the solution.

Within a case type are properties, case property views, folders, and tasks. All properties defined at the case-type level are mapped up to the solution level so they can be reused in other case types. Case types also contain user pages. These pages can be customized, and new pages can be created to meet the needs of the case workers.

Case Manager Builder artifacts for the Auto Claims sample template

This section discusses all of the assets defined and implemented using the IBM Case Manager Builder tool. Collectively, they provide the definition and high-level structure of the template.

Properties

There are a significant number of properties defined in the template. Most of them are self-explanatory; they store and display details about the customer's policy and the claim being worked. Figure 6 shows the details defined for three types of properties:

Figure 6. Details of three types of properties
Screenshot shows the details of three types of properties. All have a unique identifier, a default value, and are multi- or single-value. Text properties can have a choice list and a maximum length. Numeric properties can have a minimum and maximum value.

Other properties help drive the solution in a variety of ways:

  • Setting a precondition for a task: Note that a property can be used as a precondition for the instantiation of a new task. In the Auto Claims sample, there are a number of Boolean properties that the case workers can set to start new tasks. When the case worker sets one of them to true, a new work stream is created to complete that piece of work. As an example, when the claims adjuster sets the Boolean property Request Estimate to TRUE, the Create Estimate task automatically starts, because Request Estimate = TRUE is a precondition for that task.
  • Specifying the purpose of a work item: The property Work Item is used to indicate what the purpose of each work item is in a case worker's inbox.
  • Indicating the current state of the case: The property Claim Status is used to indicate the case's current state.

Roles and in-baskets

There are a number of roles defined for the solution. See Table 1 for a list of them:

Table 1. Roles used in the Auto Claims template
Role nameDescription
CSR Customer service representative
Adjuster Claims adjuster
Agent Third-party investigating/assessing damage
Supervisor Supervisor for team of adjusters
Recovery Expert Expert for recovering the cost of losses
Fraud Investigator Investigates potential fraud cases
Administrative Clerk Performs back-office activities, like assisting with the generation of letters

As Figure 7 shows, each role has an associated in-basket:

Figure 7. Details of a role
Screenshot shows the details of a role, which includes the properties of the associated in-basket, how work items are sorted, and how they are filtered.

In addition, the template defines a simple personal inbox for handling work items directed at individuals or workgroups.

Document types

Throughout the auto claims process, there are documents that can be included with the case. Figure 8 shows that properties can be assigned to describe the document type:

Figure 8. Details of a document type
Screenshot shows the document types and properties that can be assigned to document types.

Table 2 lists the document types that categorize these documents:

Table 2. Document types used in the Auto Claims template
Document typeDescription/Notes
FNOL First Notice of Loss (PDF version only)
Police report
Witness statement
Adjudication report Report of the decisions made in the legal adjudication process
Form of arbitration
Expertise form A form that an external specialist can provide to indicate his qualifications
Subrogation form Agreement when multiple parties share liability for a loss
Proposal of liability share
Piece of evidence Example: Photos taken at the scene of the loss
Medical report
Note lawyer
Correspondence
Claim form The claim form that the claimant has downloaded and filled out

Case types

There are three case types defined within the template. The first is general claim, which defines the processes for simple claims with material damage only (approximately 80 percent of all claims). This is the case type discussed in detail in this tutorial and that has been implemented with a set of tasks.

The two other case types, claim including bodily injury and major loss claim, are provided solely for the purpose to illustrate that the case worker who initiates the case has a choice to select different claim types. IBM Case Manager offers the capability to define multiple case types, which may involve different roles, different tasks, and different UIs for the execution of these tasks.

As an example, when the company receives a bodily injury claim, the claims adjuster is the central figure in the case and asks numerous questions during the process. The claims adjuster is surrounded by legal and medical specialists. There are hospital and other medical bills (consider the ambulance ride and emergency room visit).

Other types of auto claims that can require a different case type are property damage claims, windshield claims, or third-party insurance claims, where the claimant is not the policy holder, but somebody filing a claim against the policy holder.

The general claim case type case structure

Figure 9. Folder structure for the general claim case type
Screenshot shows the folder structure for the general claim case type. Subfolders are Correspondence, Evidence, and Police Report

During the execution of the claims process, documents are being added to the case and organized into a folder structure. For this template, three folders have been created:

  • Correspondence: To capture all correspondence with the customer and other third parties.
  • Evidence: To capture pictures the customer has taken of the scene of the accident and potential additional evidence material gathered by the agent who assesses and estimates the damage or the claims adjuster.
  • Police report: To file the police report.

Properties displayed in views

To help organize the case information for the case worker, the Case Manager Builder allows the business analyst to create a view of the properties in the case. For the Auto Claims template, the case information is organized into three groups:

  • Policy details, which includes information such as policy number, name, address, cars insured, and so on.
  • Claim details, which includes properties about the claim itself.
  • Tasks work actions that the case worker can initiate as he learns more about the case.

Starting ICM 5.2, the business analyst has more control over how properties are displayed in the Case Properties widget. For example, properties can be displayed under different tabs, in multiple columns, and so on. In addition, control over how the properties are formatted has improved. Before you decide to build a new eform, it's wise to consider first if the form can be implemented as a View.

Views are defined at the case type level. Navigate to General Claim - Views - Properties Layout to see the views that have been defined in the Auto Claims solution.

Figure 10 shows the data view with each group expanded:

Figure 10. The views of the properties in the general claim case type
Screenshot shows how properties in the general claim case type are categorized in views

The general claim case type contains a number of tasks, as shown in Figure 11:

Figure 11. The tasks in the general claim case type
Screenshot shows the various tasks in the general claim case type. Examples are Record Claim, Create Estimate, and Evaluate Potential Fraud

For Auto Claims, there are two required tasks that must be executed before the case status changes to Closed: Record Claim and Close Case. Within the Record Claim task, the CSR gathers all the information required to process the claim. Depending on the information gathered in the Record Claim task, a number of other optional tasks will be instantiated.

All of the optional tasks in the Auto Claims template are automatic, instantiated when certain preconditions are met. Preconditions could be a document of a specific type being filed, or a property value being set to a specific value. A case property can be set programmatically in a workflow or by a background process, such as an external rules system. It can also be set manually by the case worker.

Two discretionary tasks are defined in the template. Request letter enables a case worker to request a particular type of letter be sent. Involve recovery expert would be invoked by the claims adjuster when additional assistance from this role is required to resolve the claim. While a case is in progress, the discretionary tasks can still be changed by a business analyst until they are instantiated.

ICM 5.2 adds a new task capability where the case worker can define and launch an ad-hoc task. The demo script (available as part of the downloadable assets) shows how an ad-hoc task is created to research similar cases as the claim being reviewed.


Using the Process Designer

Extending the template using Process Designer

As business analysts implement the solution, there will be instances where they will need to use Process Designer to implement additional required features. For this template, we have used Process Designer to integrate an eForm into the UI.

Opening a solution in Process Designer

It is common to use functions or system fields to set values for case properties. To accomplish this, you must step outside of the Case Builder to work in Process Designer. Fortunately, there is good integration between these tools to make this transition seamless.

The Process Designer can be accessed from within Case Manager Builder, both from the solution (as shown in Figure 12) as well as from the task:

Figure 12. Editing a Case Manager solution in Process Designer
Screenshot shows menu item File > Solution > Edit in Process Designer

If opened from the solution level, after starting the Process Designer, select the case type and the task to open in Process Designer, as shown in Figure 13:

Figure 13. Editing a Case Manager Solution in Process Designer
Screenshot shows that Process Designer opens the solution file of the Auto Claim solution, not the XPDL file

Case properties are referenced by their symbolic names in Process Designer. This is actually true anywhere outside of Case Manager Builder. As an example, if your Auto Claims solution has a solution identifier of "AC," then all properties, document types, roles, and so on will have a prefix of "AC_." The symbolic name of a PolicyNumber property defined in Case Manager Builder would be AC_PolicyNumber (note the case-sensitivity and removal of spaces).

Case properties, case instance properties, and workflow properties are different entities. As described earlier, when a case type is defined in Case Manager Builder, it is modeled as a case folder in the FileNet P8 Content Engine. When you define a property within a case type, it is modeled as a property of the case folder. Therefore, in Process Designer, the property Policy Number is specified as F_CaseFolder.AC_PolicyNumber. This is where property values for a case instance are persisted. Also note that, while case properties live for the duration of the case, workflow properties are initialized with the case data properties and live for the duration of the task only. Important: The behavior has changed, going from ICM 5.1.1 to ICM 5.2: By default, when a case property changes, the corresponding workflow property is updated automatically to ensure that the inbox property (= workflow property) is correctly displayed. This used to be done as a post-assignment, but in ICM 5.2, you need to go to the data fields tab on the queue properties to change the setting. For performance reasons, you can switch off this synchronization setting for workflow properties that are not displayed in the inbox and not used otherwise.

Let's look at some property assignments.

Figure 14 shows the Record Claim task after importing the solution into Process Designer. The second task step (named "Set Parameters") sets a number of case parameters to desired values before the work item arrives in the CSR's inbox. The corresponding workflow parameters are assigned identical values after this task step completes, assuring that the work item displays the correct values when it is looked at in the CSR's inbox.

Figure 14. Assigning a value to a case property
Screenshot shows how property values are assigned in Process Designer

Extending Auto Claims in Process Designer setting in-basket properties

Within Auto Claims, the customer service in-basket looks like Figure 15:

Figure 15. The columns of the CSR in-basket
Screenshot shows the columns of the CSR in-basket, as they were defined with the role.

Next, let's look at an example where we assign a custom value to a case property based on a selection made in a step. The value for the values in the Work Item column are populated by manipulating case properties within Process Designer on a step-by-step basis. To see how this is done, consider the Create Estimate task flow.

Figure 16 shows the Review Estimate step of the Create Estimate task. Depending on the selection made in the Review Estimate step, we want to assign the proper value to the Case Status parameter. We assign the value as follows:

Figure 16. Assigning property values in Process Designer
Screenshot shows how property values are being assigned in Process Designer with use of a formula

The Review Estimate step is selected, and we are looking at the assignments that occur after the step is completed. The Claim Status case property is highlighted (F_CaseFolder.AC_ClaimStatus). We are updating the value of the Case Status property, based on the case worker's response when completing the step Review Estimate:

If(F_Response="2nd opinion", "Damage Estimation Request","Initiate Repair")

Using business rules

Integrating business rules defined in Case Manager Builder

Starting in ICM 5.2, simple business rules can be authored in Case Manager Builder. Rules are defined at the case type level. Navigate to case type General Claims - Rules. Two simple business rules have been implemented for demonstrative purposes:

  • Instantiate a task, based on the outcome of a rule

    After the CSR has recorded the data for the claim, a business rule starts an evaluate potential fraud task, based on the data given by the customer and data imported from the policy database.

    The Auto Claim sample solution implements an example scenario where the company wants to execute a standard fraud investigation task when significant damage is reported on a claim with an insurance policy that was opened recently. The rule for this scenario is shown in Listing 1:

    Listing 1. The business rule that instantiates the evaluate potential fraud task
    definitions
        set 'Upper Limit Policy Start Date' to 01/01/2013;
    if
    all of the following conditions are true:
    - the Damage Assessment of 'General Claim' is Significant
    - the Policy Start Date of 'General Claim' is after 'Upper Limit Policy Start Date',
    then
    make it true that 'General Claim' is Fraud Check Required;

    Our goal is to instantiate the evaluate potential fraud task, based on the outcome of the rule in Listing 1. We created the evaluate potential fraud task as an automatic task and gave it the following precondition:

    Fraud Check Required = TRUE

    When working in the Process Designer, the case property Fraud Check Required is available as the following, because case properties persist as properties of a case folder:

    F_CaseFolder.AC_FraudCheckRequired

    In the various design UIs however, including the rule editor in Case Manager Builder, the property is simple displayed as:

    Fraud Check Required

    (Refer to Figure 14.)

    After the CSR has collected all data and has submitted the task to the claim adjuster, in the background, this rule has been executed to determine if this type of claim should undergo a standard fraud check. If so, then the business rule launches the evaluate potential fraud task, and the claim adjuster can decide to put the Record Claim task on hold, awaiting the outcome of the fraud check.

  • Rule-based case assignment

    The business rule is used to help the CSR select an agent who can estimate the cost to repair the damage. In reality, this is somebody located near the site of the accident, has knowledge of the type of vehicle that needs to be inspected, and is available to take on this job (based on the number of items in the agent's queue).

    The Auto Claim sample assumes that there are two classes of agents. One of them inspects cars of Japanese make, while the other inspects all other cars. The rule for this scenario is shown in Listing 2:

    Listing 2. The business rule used to assign a task to an agent
    definitions
    
    set 'ACM Auto List 1' to { "Honda" , "Toyota" , "Mazda" , "Acura" , "Lexus", "Mitsubishi",
      "Nissan", "Infiniti", "Scion", "Subaru", "Suzuki", "Isuzu" };
    
    if
    the Vehicle Make of 'General Claim' is one of 'ACM Auto List 1'
    
    then
    set the Estimating Agent of 'General Claim' to "Japanese";
    
    else
    set the Estimating Agent of 'General Claim' to "German";

    With the integration into ACM, the value of 'Estimating Agent' decides who executes the Request Estimate task.

When building a case management solution, you can integrate business rules the same way you did using BPM: Use an external rule system as a web service. We did use an external rule system when this solution was first developed; however, ICM 5.2 now has its own business rules capability and you can use case properties in the rule definition. In this case, we set the Fraud Check Required property to true or false.

The case property Fraud Check Required is a precondition for the evaluate potential fraud task. Therefore, that task starts if the business rule sets the case property to TRUE.

Figure 17. Adding the agent to the Agents workgroup
Screenshot shows how agents are added to the Agents workgroup, by copying user groups

In the Create Estimate task, we use a business rule to select an agent to prepare the estimate, based on the make of the vehicle. The business rule fills a case parameter agent in the system step Japanese?, which we then use to determine which agent(s) will be in the Agents workgroup, by copying the users from a predefined group.

We then allow the claims adjuster to reassign the work to a different agent in the Reassign step in case the agent cannot do the damage estimation after all.

The UI assets

Customizing the Work Details page using an eForm

In release 5.1 and higher, IBM Case Manager supports IBM Forms, as well as FileNet eForms. In the Auto Claims template, we use FileNet eForms.

Within the Auto Claims template, eForms provide case workers with a consolidated view of the properties of the case. This gives flexibility in building a UI consistent with the company's branding and is most convenient for case workers.

eForms can also provide a stateful view of the properties of the case as the case moves through different steps and among workers. Figure 18 shows the user interface for the customer service representative initial details are gathered about the case:

Figure 18. The UI of the Auto Claims sample solution
Screenshot shows the UI of the Auto Claims sample solution

This is a customized Work Details eForm page. The widget on the left is an eForm, which replaces the Case Data widget. The CSR can enter the policy number or the customer's phone number, and the eForm then populates some fields of the customer information by querying a database. The CSR can continue to fill out more details of the claim.

Integrating FileNet eForms with IBM Case Manager is easy. eForm fields and case properties can simply be mapped using the symbolic name of the case property as the eForm field name. We only map a subset of the eForm fields with case Manager properties, as illustrated in Figure 19. The eForm policies that are used in P8 BPM are not used in IBM Case Manager.

Figure 19. The FileNet eForms Designer application
Screenshot shows the FileNet eForms Designer application

The First Notice of Loss for the auto claim is recorded in an FNOL eForm. This eForm loads the policy data from a policy information database, including vehicle details, as the CSR types the policy number, the home phone number of the policy holder, or the last name of the policy holder.

Figure 20. Database lookups in the FileNet eForms Designer application
Screenshot shows how database lookups are configured in the FileNet eForms Designer application

This is done using the lookup capability in eForms, using a JDBC connection. This capability is not new and can be used in a BPM application as well.

Retrieving the data from the policy information database has multiple purposes:

  • It allows the CSR to verify that the policy is valid and that there are no issues.
  • It limits the amount of data that needs to be typed in the FNOL form.
  • It automates starting a potential new task, based on information in the policy information database. If the policy includes entitlement to a rental car, then the arrange a rental car task is automatically started after the CSR completes the form.
  • It allows you to review information in the policy database even if it is not relevant for the processing of the claim and doesn't need to propagate to case properties.

FileNet eForms also provides capabilities to manipulate field data, which is demonstrated by selecting Policy holder for the role of the claimant or the driver. This selection copies the policy holder name and phone number into the appropriate eForm fields, while allowing the CSR to make further changes to those fields. As an example, the field 2:PersonReporting uses the following calculation for its value:

	If PersonReportingRole = "Policy holder" Then
	  Concat (AC_PolicyFirstName," ",AC_PolicyLastName)
      End

As the FNOL eForm is completed, several fields of the form populate case properties, making the information available throughout the claim process. Some of the case properties are used as a precondition for starting tasks, and the template demonstrates that. The case data also populates some fields in the other forms used in the solution.

An FNOL form data document is stored in the case folder, making it available to all roles involved in the claim process.

An agent (assessor) is then selected to estimate the damage. The Request for Estimate eForm used to request the estimate is prefilled with the case data that was recorded. The agent only receives the information required to do his job. The agent can accept or reject the request, based on his workload and expertise.

After the agent finishes and submits a Damage Estimate eForm, the claim adjuster approves the estimate and asks the agent to initiate the repair process. If, however, the damage exceeds the day value of the vehicle, then a salvage task is started.

Enabling eForms in IBM Case Manager

To use an eForm in the Auto Claims sample template, perform the following steps:

  1. In Case Manager Builder, under the Pages tab, select the page from the Work Details Pages section that you use in the step where the eform is displayed (see Figure 21):
    Figure 21. Editing the Auto Claims solution pages
    Screenshot shows that the Auto Claims Solution pages can be found under the tab Pages.
    1. Add an eForm widget in the position where you want to display the eForm (see Figure 22):
      Figure 22. Adding the eForm Widget to an Auto Claims page
      Screenshot shows the eForm widget being added in the right position on an Auto Claims Work Detail page
    2. Select the page where you want to add your eForm or create your new page:

      For our Auto Claims sample template, we have designed a page with an eForm widget, a Case Information widget, and a Document Viewer widget.

    3. In IBM Case Manager Builder, open your solution and navigate to the task where you want to use your eForm.
    4. In Step Editor, select the step Record FNOL and update PageLayout with the page you just registered:
      Figure 23. Selecting a step processor in a task
      Screenshot shows how the new step processor can be selected in the IBM Case Manager Step Editor.
  2. Create an attachment field in the task where you use the eForm, using Step Editor:
    1. To define a new attachment field FNOL_eForm, go to Manage Attachments at the top of the screen and define the FNOL_eForm attachment:
      Figure 24. Creating an attachment parameter
      Screenshot shows how to create an attachment parameter
  3. Assign the new attachment field to the record FNOL step, where the eForm will be used:
    1. Select the step and the parameters, then navigate to the Attachments tab and select the attachment parameter you just created:
      Figure 25. Assigning an attachment parameter to a task
      Screenshot shows how an attachment parameter is selected
  4. Fill the attachment parameter with the eForm template that is going to be used: The IBM Case Manager Builder application does not allow users to prepopulate attachment fields. Attachment parameters are not case parameters, they are workflow parameters that only live for the duration of the task. In theory, you can assign an eForm in the application by displaying the attachments widget in a previous step. However, we don't want to require the user to do this. The eForm needs to be readily available when the step is opened. To solve this problem, we need to make a round-trip to Process Designer to assign the eForm to the attachment parameter:
    1. Use the File > Solution > Edit menu option in Process Designer to open the task flows.
    2. Select the Workflow Properties tab and then the Attachments tab.
    3. Double-click on the value field of the multi-valued attachment field, browse the folder structure in the CMTOS object store, then select the eForm.
      Figure 26. Assigning an eForm to an attachment parameter
      Screenshot shows how an eForm is assigned to an attachment parameter

Note that it is a requirement to store the eForm in the object store where the application is deployed (CMTOS).

We performed the steps outlined previously for the three eForms used in the Auto Claims sample template:

  • The FNOL eForm used in the record FNOL step, in the Record Claim task.
  • The Request Estimate eForm used in the Request Estimate step, in the Create Estimate task.
  • The Estimate eForm used in the Prepare Estimate step, in the Create Estimate task.

In the Create Estimate task, we used two attachment parameters containing the Request Estimate and Estimate eForms, and exposed each of them at the appropriate step.

UI Customization

There are various ways in which the Case Manager UI can be customized, among them:

  1. Arrange existing widgets on a page as appropriate for your application
  2. Add new custom built widgets
  3. Use JavaScript to control the content of widgets. As an example, see the Claims Adjuster work page in Figure 27:
    Figure 27. The Claims Adjuster work page
    Screenshot shows the claims adjuster work page containing a case list widget that displays related claim cases
    The Claims Adjuster work page (Claim Details Adjuster) does use JavaScript to populate a list box on the lower part of the screen with all claims submitted in the past against the policy. The JavaScript exists in a JavaScript Adapter Widget that is hidden on the claims adjuster workpage (see Figure 28).
    Figure 28. The Claims Adjuster work page design with hidden JavaScript Adapter Widget
    Screenshot shows the work page design with hidden JavaScript Adapter widgets
    The JavaScript Adapter Widget receives input from another widget on the page and sends output to the case list widget. For this type of page the JavaScript Adapter Widget receives its input from the Page Container (see Figure 29).
    Figure 29. Wiring definition for a JavaScript Adapter generating related cases.
    Screenshot shows the wiring definition for a JavaScript Adapter generating related cases in a case list widget
    The JavaScript that is executed for this use case executes a sql statement that retrieves all cases for the policy number that the current claim is filed against (see Listing 3):
    Listing 3. The JavaScript code that fills the related cases list box

    Click to see code listing

    Listing 3. The JavaScript code that fills the related cases list box

    				var solution = this.solution; 
    				var params = {};
    				params.ObjectStore = solution.getTargetOS().id;
    				var policyNumber= payload.workItemEditable.propertiesCollection["AC_PolicyNumber"].value;
    				console.log("the number is " + policyNumber);
    				params.ceQuery = "SELECT t.[FolderName], t.[LastModifier], t.[DateLastModified], t.[CmAcmCaseTypeFolder], 
    				t.[CmAcmCaseState], t.[CmAcmCaseIdentifier], t.[DateCreated], t.[Creator], t.[Id], t.[ContainerType], 
    				t.[LockToken], t.[LockTimeout],  t.[ClassDescription], t.[AC_ClaimNumber], t.[DateLastModified], t.[FolderName], 
    				t.[AC_DueDate], t.[AC_DamageAssessment], t.[AC_ClaimStatus] FROM [CmAcmCaseFolder] t where ";
    				params.ceQuery += "t.[CmAcmCaseIdentifier] LIKE '%%' AND ";
    				params.ceQuery += "t.[AC_PolicyNumber] LIKE '%" + policyNumber + "%'";
    				console.log(params.ceQuery);
    				params.CaseType = "AC_GeneralClaim";
    				params.solution = solution;
    				var searchPayload = new icm.util.SearchPayload();
    				searchPayload.setModel(params);
    				var payload = searchPayload.getSearchPayload();
    
    				/*Remove specific columns that we don't want from the case list adapter*/
    				var property;
    				var newdvprops = [];
    				for (var i=0; i<payload.detailsViewProperties.length; i++) {
    								property = payload.detailsViewProperties[i];
    								if(property.symbolicName !== "AC_PolicyNumber" && property.symbolicName !== "AC_Estimate"){
    								  newdvprops.push(property);
    								}
    							}
    				payload.detailsViewProperties = newdvprops;
    
    				/*add sort by due date*/
    
    				payload.searchTemplate.resultsDisplay.sortAsc = true;
    				payload.searchTemplate.resultsDisplay.sortBy = "AC_DueDate";
    
    				this.onBroadcastEvent("icm.SearchCases", payload); 
    				return (payload);

    When using this UI element on the page displaying the in-baskets, then logically the JavaScript adapter will receive its input from the In-baskets widget and compile its output based on the selected row in the in-basket. There are various other options to populate a case list widget

Packaging and deployment

Case Manager object stores

IBM Case Manager requires a design object store to store the design artifacts and a target object store to store the runtime artifacts. By default, these object stores are named CMDOS and CMTOS.

The tools of the trade: IBM Case Manager administration client and FileNet Deployment Manager

IBM Case Manager administration client is a new web-based administration tool introduced in ICM 5.2 used to set up an ICM environment. It is also used to import solutions, create solutions from a template, or to promote a solution to be a template.

IBM FileNet Deployment Manager simplifies adding additional assets (like eForms) to the runtime solution. Specifically, this tool allows you to redefine environment-specific data used by the application, such as user names and JDBC connections. While we deployed the eforms manually in the deployment of this Auto Claims solution template, the use of IBM FileNet Deployment Manager is discussed in Part 1 of this series.


Conclusion

Solution templates are an important part of the IBM Case Manager platform. They provide an accelerator for customers and partners in building their own solutions using the platform. As part of the first release of IBM Case Manager, IBM has provided two sample templates to serve as learning tools and validation points for the platform. This tutorial has introduced the Auto Claims Management sample template, described the assets it contains, and provided insights on how particular assets within the template were built. After reading this tutorial, you should be more familiar with the notion of templates and have an understanding of how to use IBM Case Manager in conjunction with the other tools in the IBM FileNet P8 platform to build a complete case management solution.


Download

DescriptionNameSize
Artifacts of the Auto Claims sample templateAutoClaims.zip12KB

Resources

Learn

Get products and technologies

  • Build your next development project with IBM trial software, available for download directly from developerWorks.
  • Now you can use DB2 for free. Download DB2 Express-C, a no-charge version of DB2 Express Edition for the community that offers the same core data features as DB2 Express Edition and provides a solid base to build and deploy applications.

Discuss

Comments

developerWorks: Sign in

Required fields are indicated with an asterisk (*).


Need an IBM ID?
Forgot your IBM ID?


Forgot your password?
Change your password

By clicking Submit, you agree to the developerWorks terms of use.

 


The first time you sign into developerWorks, a profile is created for you. Information in your profile (your name, country/region, and company name) is displayed to the public and will accompany any content you post, unless you opt to hide your company name. You may update your IBM account at any time.

All information submitted is secure.

Choose your display name



The first time you sign in to developerWorks, a profile is created for you, so you need to choose a display name. Your display name accompanies the content you post on developerWorks.

Please choose a display name between 3-31 characters. Your display name must be unique in the developerWorks community and should not be your email address for privacy reasons.

Required fields are indicated with an asterisk (*).

(Must be between 3 – 31 characters.)

By clicking Submit, you agree to the developerWorks terms of use.

 


All information submitted is secure.

Dig deeper into Information management on developerWorks


static.content.url=http://www.ibm.com/developerworks/js/artrating/
SITE_ID=1
Zone=Information Management, WebSphere, Industries
ArticleID=618513
ArticleTitle=Use industry templates for advanced case management, Part 2: Introducing the Auto Claims Management sample solution template for IBM Case Manager
publish-date=01312014