Integrating with Box

If you enable Box collaboration, case workers can associate a case with a Box folder so that internal and external users can exchange content. For example, a customer service representative at an automobile insurance company receives a new claim request. The customer service representative creates a Box collaboration folder for the case, and invites the claimant to be a collaborator on the folder. The customer service representative copies a claims form to the Box folder and then assigns a task to the claimant to complete and return the claims form. The claimant receives an email notification about the task, and clicks a link in the email to open the Box folder. The claimant downloads the form, completes the relevant information, and uploads the completed form and the police report about the accident. The customer service representative can then copy the completed form and the police report from the Box folder to the case folder.

If you configure Box as an external repository, case workers can add Box documents as case documents and task attachments. Case workers can also add local documents to a case or work item and save the documents in Box.

By default, when case workers add Box documents to a case, a reference to the latest version of the document in Box is added to the case. If the document is deleted from Box, the reference from the case becomes invalid. You can allow case workers to add a copy of the current version of a document to the case management repository instead of referencing the document in Box. The copy remains in the case even if the document is deleted from Box. However, any changes that are made to the document in Box are not reflected in the case. To allow case workers to add a copy of a Box document to the current case, enable the Box copy feature for the case management repository in IBM Content Navigator.

IBM Business Automation Workflow uses the Box share feature of IBM Content Navigator to enable case workers to share case documents and task attachments that are in an IBM FileNet Content Manager or IBM Content Manager repository. When a case worker selects a document to share, IBM Content Navigator saves the document to Box and creates a link to the specific version of the document. If the case worker later deletes the share, the document is removed from Box.