Industry solutions is an important area of endeavour for IBM. An industry solution is an IT asset that helps solve an industry-specific problem and is easily reconfigurable to meet specific needs of each client. A solution often helps a client to reach out to and interact with their own customers or users.
An important segment within industry solutions is called case management, which takes the view that a customer/user interaction pattern can be orchestrated by a case. The definition of a case includes data structure and data type definitions, metadata definitions, business process and user access rules, and other possible resources. Based on an initial request by a customer or user, the case management system instantiates the case definition, and the resultant case orchestrates the interaction to achieve the goal or goals implicit in the defined pattern. For example, a case management system could be used to orchestrate the means by which a customer makes and successfully completes a warranty claim for a defective product. The process would begin with collecting initial information about the defective product, about the defect, and about the purchase. The process would include determining the legitimacy of the warranty claim, providing basic support to qualify the defect and determine a course of action, and ultimately to effect a repair or replacement of the product.
A case management user interface is a collection of interactive components that collect data from a user and store it in the data structure of a case (an instance of a case definition). The presentation of the user interface is also affected by the metadata of the case. A common piece of metadata is an enumeration of the valid values that a data item may take. If such a list is available, then it would be presented in a dropdown menu or list box, and the input would be collected via list selection rather than by free-form typing in a text entry field. Other common metadata are boolean flags such as for indicating whether a data node is readonly or required to fill in a step of the case processing. The user interface components would be affected by enforcing the readonly property or providing a sensory indication of the required property. Still other metadata can define validity constraints, such as a numeric datatype or a minimum or maximum value or length. The user interface of a component associated with a data node would be affected by indicating whether the current data value is or is not valid according to the constraints. A case management asset would also typically forbid progress to the next step of the orchestrated pattern when the data associated with the current step contains invalid values.
The term “case management solution” has been used to describe a software solution that supports the design, deployment, execution and reconfiguration of case management assets. As the field of case management matures, the term “advanced case management” has emerged as a way to characterize case management assets that have advanced feature requirements, such as the requirement to collect many dozens, scores or hundreds of fields of data. Some examples of advanced case management include: home or car insurance claims, credit card charge dispute resolution, citizen-facing ombudsperson cases, contagious disease outbreak tracking, and management of complex medical or psychological treatment cases. IBM Case Manager (ICM) is IBM's advanced case management solutions.
A problem arises in advanced case management solutions with respect to the expected maturity of the user interface. The typical case management solution generates a user interface presentation layer for the data of a step using a simple linear columnar approach or a column of expandable stacks of related data values. The advantage of this approach is that it most easily adapts to a reconfiguration of the case management asset in which the data structure is amended to add or remove data nodes. However, there are a number of disadvantages to this approach. For one, it provides a one-size-fits-all approach to the user interface layout in which usability substantially degrades in quality as the size of the data set grows.
As well, larger data sets tend to correlate to more advanced requirements in an overall solution that a case management asset simply cannot begin to address using only a simple user interface approach. There are many such features, including creating multipage guided interview style wizards, creating mutiple print-style pages to reflect a “document of record” for the case, and of course adding the ability to digitally sign the “document of record” as a way to create a legally binding agreement or a record that can stand up to rigorous auditability requirements.
The new release of IBM Forms is the strategic IBM forms technology that now solves this problem for IBM Case Manager (ICM). An IBM Form combines an XML data structure with a template describing interaction behavior rules and a comprehensive user interface definition. The how-to for connecting an IBM Form to an ICM solution is as simple as going into the IBM Forms Designer, right-clicking on any number of XML data nodes, making them “public” and giving them public names equal to the ICM case property names they must map to, and then ataching the IBM Form into the ICM solution.
The IBM Form can then be used in the Case eForm widget anywhere in the ICM solution where the Case Data Widget would have been used. During execution of a case under the ICM solution, the case property values are automatically injected into the XML data of the IBM Form as it is rendered to the user, based on the public data mapping mentioned above. When the user completes or saves the form, the updated data values from the IBM Form are injected back to case properties so that the Form and the Case are in synch.
Oh, but the story is so much cooler than just adding high precision, multipage user interface control for the data. And it's cooler than having a “document of record” for the data that can be digitally signed. IBM Forms contains this fabulous technology for defining live interaction with XML. It's called... you guessed it... XForms. XForms manages not just XML data, but also metadata pertaining to each data node, such as the node's datatype, or whether the node is required, or whether it must be valid according to some constraint expression. XForms also allows a list of values to be associated with the input mechanism for a data node. Remember above where I said that case management assets define metadata just like this for case properties? Well, when you design a case solution that includes this metadata, and then map a XML node to a case property by assigning the public data name, the IBM Forms integration automatically injects not just the case property values, but also any lists as well as XForms binds for the metadata. During the form run-time, the XForms processor then automatically combines these XForms bind results with any metadata settings that might be defined within the form itself. In effect, there is a seamless bridge from ICM case processing to the user's interaction with the IBM Form.
Finally, this seamless bridge works in the other direction too, from the IBM Form back to the ICM case solution. In addition to synchronizing data updates from the form back to the case, the key lifecycle operations of saving or completing a form interaction are gated by a validation operation. IBM Case Manager delegates the validation operation to the IBM Form technology, which executes a validation operation based on the behavior of an XForms submission. This means that non-relevant nodes are automatically pruned from the validation, and the validation result is the sensible combination validation rules injected from the case solution and validation rules expressed directly in the form.
Netting it out, IBM Forms is a first-class citizen of IBM Case Manager solutions, and the case data and metadata of an IBM Case Manager solution are handled as first-class citizens of the user experience provided by an IBM Form.