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

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
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.
A role in-basket differs from the personal in-basket as it contains work items assigned to a role rather than a specific person. Any user can accept and work on items in a role's in-basket. The all-assigned work in-basket displays all open assigned and claimed items, originating from workflow or FileNet P8 processes. Access to the all-assigned work in-basket is restricted to users in specific roles.
Note: In all in-baskets where the Assigned To property is used, the value of the property displays only the user name and not the user ID.
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:

  1. You can use Business Automation Studio to add a solution that case workers access from the Case administration client. For more information, see Adding a solution.
  2. To incorporate roles into the solution, see Adding and selecting roles. To add document classes, see Adding and modifying document classes, and to define properties, see Adding and reusing properties.
  3. You can add case types by using the wizard or from the solution home page. For more information, see Adding and modifying case types.
  4. Add properties, views, case folders, business rules, and activities to the case types. For more information, see Case types, Designing views, Business rules, and Adding activities.
  5. Add steps to the activities. For more information, see Adding activities in solutions.
  6. Design the client application by customizing the page layouts. For more information, see Designing the case management client application.
  7. Save and close the solution, then commit your changes.
    Note: Multiple users can edit solutions simultaneously.
  8. If Case Builder is integrated with a Version Control System (VCS), deliver the changes for the solution.
    Note: When integrated with a VCS, Case Builder enables committing changes, allowing users to include comments and provide parameter values. Delivering the solution then establishes a baseline version in the VCS with the applied changes.
  9. Deploy the solution to your development environment and test it in the Case Client.
    Important: Each user adding a solution must use their own user ID. Editing the same solution in multiple browser sessions can result in lost changes.
  10. Request the IT administrator to deploy the solution into a production environment with the Case administration client. Additionally, configure security for the case types in IBM Administration Console for Content Platform Engine. For more information, see Testing your solution.

Results

After the solution is deployed, users can log in to the solution in Case Client.