Deleting a case

Use the IBM® Administration Console for Content Platform Engine to delete a case.

Symptoms

You delete the case folder but the case is not completely removed. Some case items remain in the system.

Resolving the problem

Deleting a case comprises the following two main tasks:
  1. Promoting the case tasks and deleting the work items.
  2. Deleting the case folder.
Important: Start of changeThe following procedure deletes only the specified Case Folder object and any associated task work items in the workflow system. This procedure will not delete all metadata, objects, or references that are associated with the deleted case. Examples of artifacts that remain after you delete a case are related cases, security objects such as proxies and marking sets, audit logs, events, and analytic data that is maintained for Case Analyzer and case history. For this reason, deleting a case is not recommended in a production environment because doing so might result with reference problems.End of change
To promote the case tasks and delete the case work items, complete the following steps:
  1. In IBM Administration Console for Content Platform Engine, navigate to the appropriate domain, expand Object Stores, and click the name of the IBM Case Manager target object store that contains the case that you want to delete.
  2. After expanding the folders in the target object store, navigate to Browse > Root folder > IBM Case Manager > Solution Deployments > My Solution > Case Types > Cases.
  3. Navigate to the task sequence folder: Year > Month > Day > number > task_sequence.

    For performance reasons, cases created on the same day are filed under a folder with a random number between 0001 and 0300. For example, 2013 > 07 > 19 > 0166 > 000000100003. If a large number of cases are filed on the same day, you might need to use the Search function of the Administration Console for Content Platform Engine and search the target object store to find the case.

  4. Left-click the task_sequence. In the pane on the right, click the Tasks tab.
  5. In the State column, complete the following actions for tasks that are in Failed or Working state:
    1. Click the task.
    2. Click the Properties tab.
    3. If the task is in the Failed state, and the value of the Disabled State property is 3, ignore this step and continue with step 6.
    4. For Failed or Working tasks that are not disabled, scroll down to the ID field and record its value. You will need the task ID in a later step when you remove the corresponding workflow.
    5. Go back to the task_sequence tab and close the task tab.
    6. Click Promote State. Verify that the task state is Complete.
  6. On the Tasks tab, select each task that is in Waiting or Ready state, and then click Delete.
  7. Close the window.
  8. Open the Process Administrator by going to IBM Case Manager_target object store > Administrative > Workflow System > Connection Points > connection_point. Right-click the connection point and select Administer Work Items. The administration connection_point window is displayed.
  9. In the Look for field, select Workflows.
  10. In the In field, select Workflow Roster, which is the same name as the solution.
  11. In the Search mode field, select Edit (all fields).
  12. Click Find Now.
  13. Click View > Show/Hide Columns.
  14. In the Column Selection window, add F_CaseTask to the Selected Columns field, and then click OK. Verify that F_CaseTask is displayed in the Results window.
  15. Use the task ID from step 5.d to identify the workflow that is associated with each of the tasks that you promoted earlier. Right-click the workflow and then click Tasks > Delete Work.
  16. Click OK to confirm that you want to delete the work item or items.
To reuse documents from deleted cases, you must remove the reference to the Associated Case object in the document property before you delete the case. Otherwise, you will be unable to update properties on the supporting documents from deleted cases.
  1. In Administration Console for Content Platform Engine, navigate to the task sequence folder: Year > Month > Day > number > task_sequence. For example, 2013 > 07 > 19 > 0166 > 000000100003.
  2. Left-click the task_sequence. In the pane on the right, click the Contents tab and navigate to the supporting document folder, such as Correspondence.
  3. Left-click the document. In the new middle tab, select the Properties tab.
  4. Scroll down, left-click the arrow next to the Associated Case property value, and select Unset Value. Click Save.
  5. In Administration Console for Content Platform Engine, right-click the task_sequence (such as 000000100003), and then click Delete.
  6. Click OK.
To remove the case folder, complete the following steps:
  1. In Administration Console for Content Platform Engine, navigate to the task sequence folder: Year > Month > Day > number > task_sequence. For example, 2013 > 07 > 19 > 0166 > 000000100003.
  2. Right-click task_sequence and then click Delete.
  3. Select Delete all objects and their content elements from all folders and then click OK.
Parent topic: Troubleshooting IBM Case Manager administration