Case Workbench Tutorial

Body

Case Workbench Tutorial

When a user logs into IBM Case Manager, they are presented with two tabs: Work and Cases. The Work page shows the work in-baskets. This is how they access activities assigned for their action. The Cases page allows users search for cases based on case properties. This configuration provides a work item oriented view of case management.

While work items are assigned to users, by default, ICM does not implement case ownership. In situations where all, or part, of a case is owned by users, the simple configuration of the case described in this tutorial can be used to set up case workbenches. From the workbench, the viewers access their assigned cases and the associated work. The case workbench page can be set up to display all the assigned work items and those associated with user queues. This is a case oriented view that can be set up for many use cases. For example, this configuration could be used to set up management and supervisory pages allowing these people to view not only the open cases but to see the active activities associated with them.

Creating Custom Workbench Pages in ICM5.2.pdf is a tutorial describing how to set up case workbench pages by copying and pasting two simple script adapters. After pasting the the javascript simple edits make complete the configuration. Using this tutorial, an administrator can set up a case workbench page in under two hours with out having to be a developer.