Adding and deploying a case management solution
You can use Business Automation Studio to add a solution that
case workers will access from the Case Client. A solution is a
set of web pages, content, and processes that provide a framework so that you can manage cases.
About this task
A solution consists of roles, case types, properties, document categories, and in-baskets. Each case type contains business rules, views, and activities that are essential for case closure. The wizard helps building the solution by seamlessly configuring roles, case types, properties, and document classes. After the solution assets are added, users can add activities and corresponding steps in the case type section of the user interface.
- Activities
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Each activity can contain a workflow that must be followed to complete the activity. Steps within a workflow connect through a route defined by connectors. An existing workflow can be reused from a business process management system.
- Steps
- Steps are assigned to roles or workgroups, or are systems that are instantiated. They can be defined in IBM® FileNet® Process Designer. Properties, attachments, workgroups, or data fields define a step. As you define the case type, you can set document classes as preconditions in activities and assign steps to roles. In addition, you can extend property details for the case type. For example, when you create a case type for credit card disputes, you can add the existing property template for account ID so that the case type includes the account number. In addition, you can set the dispute form as a precondition for an opening a dispute claim activity.
- In- baskets
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You can also define the name for the personal in-basket and how to display the properties for the work items in the in-basket. You can configure a role to have one of the following types of in-baskets:
- A role-based in-basket, which is optional.
- A personal in-basket, which can be common, or based on a role.
- An all-assigned work in-basket.
- Business rules
- You can create business rules to implement business policies and practices, such as determine process routing or update case properties if particular conditions are met. After you create rules, you can use them in a workflow by adding rule steps.
- Views
- After you create the case types and steps for the solution, decide how you want views for the cases and work items to be shown in Case Client. For the views, you determine which properties are shown and the grouping for the properties.
- Customizing
- You can assign case properties to the case summary, case data, and search views that case workers access in the Case Client. For example, you might want case workers to be able to search on the case ID or due date properties. You can customize the layout of the pages that display in the Case Client application.
Procedure
To build and deploy a solution: