IBM Case Manager Client

Transcription

1 Presented by IBM developerworks ibm.com/developerworks/ IBM Case Manager Client Information Management IBM Corporation

2 What is IBM Case Manager Client? A web-based application: Used by case workers to process case assignments Used by business analysts and IT personnel to create the case application user interface 2

3 Using Case Builder and to build a solution 3

4 Solution Space User interface for case workers 4 The case worker's user interface is automatically created when the solution is deployed the first time Solution Space A Mashup space for the case worker to login and process spaces Can be customized by a Business Analysts

5 Solution Space 5

6 Case Pages Space and Step Pages Space 6 In addition to the Solution Space, two additional spaces are created when the solution is deployed into the development environment Case pages space: Contains default case detail and new case pages Step pages space: Contains default step (work item), eform and new task pages Pages in these spaces are displayed as tabs in the Solution Space when the case worker: Opens a case Adds a new case Opens a work item Creates a new task A Business Analyst can change the default pages or add new pages to customize the user interface for different case types and work items

7 Widgets The pages in the default spaces are pre-configured with widgets that provide the user interface IBM Mashup Center 3.0 is included with IBM Case Manager, and provides an environment for creating spaces and pages and laying out and customizing iwidgets Additional widgets can be added to the page to provide additional functionality Widgets included with IBM Case Manager and the IBM Mashup Center environment: 7 Toolbar In-basket Case Search Case List Case Toolbar Case Information Summary Documents History Tasks Case Data Work Item Toolbar Document Viewer Attachments Case eform Action Timer Chart Customer List Data Editor Data Viewer Event Explorer Feed Reader HTML Markup Image Javascript Adaptor Navteq Map Nested Data Viewer Portal Slideshow Timeline URL Customizer User Input Website Displayer

8 Example - employee hiring solution in Case Builder 8

9 Example - Candidate case type 9

10 Example - Candidate case type properties 10

11 Example - Case Summary view 11

12 Example Case Data view 12

13 Example Case Search View 13

14 Example Collect Candidate data task 14

15 Example - Collect candidate data in Step Editor 15

16 Example - Roles and In-baskets 16

17 Example After deploying, test the solution to open 17

18 Example Candidate Selection space is opened in 18

19 Example From Candidate Selection space, add users/groups to roles 19

20 Example - Create a new case 20

21 Example - Select clerk role 21

22 Example - Open work item 22

23 Example Case created when Resume document added 23

24 Example Search for cases 24

25 Example Advanced search dialog 25

26 Example - Open case detail page 26

27 Example Add comments to the case 27

28 Example Add custom case page Create new pages to add a custom layout for steps, new tasks, case detail and new case Different widget layout Integrate custom widgets Add/remove widgets Customize widgets 28

29 Example Register the page to make it available in Case Builder 29

30 Example Customize the page 30

31 Example Select the new page from Case Builder 31

32 Custom Solution Spaces Create a custom Solution Space when you want a customized solution space per role Create the Solution Space in Case Client Configure the Toolbar widget to not allow the user to select a role Register the Solution Space Select the Solution and Role 32

33 Space / Page Access Rights Space and page access rights are set in the Mashup Center environment Stored in the Mashup server database To set access rights, use the Space Manager and click 'Share' 33

34 Space / Page Access Rights Users and Groups have 'View' or 'Edit' rights to spaces and pages Editors can add pages, change widget layout, customize widgets Viewers can view pages Access rights to solution artifacts (cases, work items, etc) is not impacted by Space/Page rightts 34

35 Sametime Integration User names in the widgets can show Sametime status and user can initiate web chat Uses Lotus LiveNames APIs Configuration options on widget server Disabled Show Sametime status by default Show Sametime status when user clicks on name For each displayed user name, requires call to server to convert 'short name' that is stored in P8 to the address required by Sametime Show Sametime status by default has more overhead, though will be fine for small result sets 35

36 P8 eforms Integration You can embed an eform in a step page, and fill in that eform as you are processing steps in a task The eform is saved as a document to P8, and can be viewed Steps Design form in eforms Designer, save to P8 Object Store Design your solution in Case Builder Create a task for filling in an eform Create an attachment in that task, add the attachment to all steps where the form will be filled out From, create and register a step page that uses the Case eform widget From Case Builder, select the step page from the steps in your task The eform template must be added as the first document in the first attachment Case Builder does not support adding documents to an attachment, so you can attach the eform from Process Designer, or in an earlier step of the task from When subsequent steps of the task are opened in work items, the eform data is updated 36

37 Widget Configuration by Business Analyst 37

38 Widget Configuration by Business Analyst 38

39 Widget Events Widget events can be used to integrate custom widgets with IBM Case Manager widgets Widgets are wired together in the Mashup environment to pass data between widgets Application Development session will cover events 39

40 High Level IBM Case Manager Architecture Browser Case Builder Client Case Manager Client HTTP XML/JSON Case Manager WAS Profile Integration Tier Application CASE REST PE REST Case Manager Runtime CASE Deploy Case Builder Application PE API Lotus Mashups CE API IIOP/Http Solution Package CMIS Configured for Container Managed Authentication (LTPA based SSO) EJB/CEWS LDAP P8 Engine XML Process Engine Content Engine WS WPS RDBMS 40

41 IBM Case Manager Case Solution Execution 41 Case Application User Experience Role-based and personalized Flexible and extensible Provides deep context for case work Brings people, process and information together to drive case progression and better outcomes 2011 IBM Corporation

42 Provide Complete Case Visibility Understand past interactions and client disposition while viewing all work and specific tasks to be accomplished by client services representative. Provide context and an integrated view for all related information, tasks, and history for a given case to address all client needs. Leverage existing forms of information within cases regardless of location or application through integration. Track and report in real time and historically on cases throughout their life cycles to ensure SLAs are met IBM Corporation

43 Solution Definition and Automated Case Creation Recognizes cases as first order objects, enabling comprehensive and sophisticated solutions to be designed quickly and easily. Generate cases automatically based on a variety of methods, information, and events from any channel. Provide Interview mode and other facilities to make it easy for case workers to understand relevant information and activities needed. Reuse case solutions and assets to save development time and cost and decrease time to market IBM Corporation

44 Integrated Collaboration and Social Software Case worker can become aware of another's status in Sametime Case workers can chat with others on case related artifacts using web based chat Create manual tasks that reflect dynamic needs in the course of case processes while maintaining an appropriate audit trail. Escalate cases and/or route automatically based on business rules. Improve the ability to distribute work by applying rules and roles, enabling ad hoc flows, and incorporating relevant information IBM Corporation

45 Task Creation and Ad Hoc/Prescriptive Workflow Design both prescriptive and dynamic process flows that route work automatically to the correct role or individual. Facilitate case routing on an automatic or on an ad hoc basis and distribute work automatically within and across queues to optimize performance, maintaining auditability. Route work expediently through simple instructions, event recognition and handling, or business rules. Optimize client services time through guided interactions; minimize the amount of data entry required and leverage the case context and integration facilities for data IBM Corporation

46 Q&A 46 P8 & IBM Case Manager 5.0

47 Q&A 47 P8 & IBM Case Manager 5.0