BPM Installation & Configuration Guide

Transcription

1 BPM Installation & Configuration Guide Product Documentation 19 October 2012 Issue 1.0

2 This edition applies to Version of the Lagan ECM product suite. Make sure you are using the correct edition for the level of the product. If you have any comments or suggestions on this document please us at may comment on errors or omissions with regard to accuracy, organisation, subject matter, completeness or presentation of this document. Please limit your comments to the contents of this document only. Speak to your Lagan representative if you have suggestions about the product itself. When you send us comments, you grant Lagan a non-exclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you. Copyright 2012 KANA Software Inc. All rights reserved. Lagan, the Lagan logo, Lagan CRM TM, Lagan ECM TM, Lagan ECM Workstation TM and Lagan ECM Virtual Office TM are either registered trademarks or trademarks of KANA Software Inc. in the United Kingdom and/or other countries. This software may not be used, sold, licensed, transferred, copied or reproduced in whole or in part or in any manner or form except in accordance with the licence agreement provided with this software or with the prior written consent of the copyright owner. Copyright KANA Software Inc Page 2

3 TABLE OF CONTENTS 1.0 Introduction Installation Pre-requisites Internet Information Service (IIS) Web Server Installing Microsoft.NET Framework (Version 3.5 SP1) Singularity Process Platform Installing SPP (V4.6) Enable Network Components for Windows Configure SPP Web Service Virtual Directories Creating Resources in SPP Import Lagan Library Maps Configuring Server Variables Copy flweb DLL and check.net References Installing the SPP Admin Suite Test SPP Admin Suite Customizing the SPP Admin Suite Lagan Installation & Configuration Install Lagan Core User Configuration Create BPM Case Work Queue Create Form Definition Create Process Definition Create Classification Install and configure Event Publisher Property File Configuration Configure Link Text Configure Lagan Virtual Office Restart Lagan Optional steps for testing BPM BPM Error Copyright KANA Software Inc Page 3

4 1.0 Introduction Lagan ECM is a family of innovative solutions that enable an organisation to implement customer interaction management strategies across a variety of contact channels, including web, voice and . Lagan allows an organisation to implement and upgrade such strategies rapidly due to its advanced Java-based architecture and highly developed integration methodology. In order to provide Business Process Management (BPM) functionality, Lagan interfaces to the Singularity Process Platform (SPP). Lagan BPM compliments the simple workflow currently available in Lagan Case Management. Simple workflow can only be carried out at the case level, i.e. the entire case is moved between resources as a work item. This works well in many instances, but is not a granular enough approach for modelling sophisticated back end processes. Lagan BPM however, decomposes the case into a number of different, but related, activity steps, which may be either manual or automatic. Each manual activity can then be flowed to an appropriate resource for handling, without the person needing to own the parent case or even necessarily be aware of its existence. If appropriate, activities can be carried out in parallel, which maximises process efficiency. These features mean that Lagan BPM enables a more efficient and flexible process management platform than is possible with case management alone. Lagan BPM comes with a point and click configuration tool which enables business users, rather than technical staff, to map out processes. The tool supports, amongst other things, the definition of loops, parallel paths and automated steps within processes. The following example shows a BPM process map for handling a faulty street light. Figure 1.1: Example Lagan BPM Process map Copyright KANA Software Inc Page 4

5 Within the process map, activities are associated with users by binding them with resources that have been configured within the Process Platform. A resource can represent either an individual or a group (e.g. Sue Smith; Environmental Services Team; Inspectors team). In the latter case, when an activity becomes due, it enters the work queue of every member of the group until it is picked up by one of them. Once complete, a process map is saved to the BPM database and can be used as a map in its own right, or as an embedded process in another (parent map). A Process Map that has been initiated is called a job. There is no limit to the number of jobs that can be created from a single process map (though hardware limits on the server will apply). At the heart of Lagan BPM is a workflow engine which intelligently manages the execution of jobs. With Lagan BPM enabled, the administrator can align a process definition with a BPM process map. If a case is appropriately classified then the case detail will automatically pass into the workflow engine and cause a new job to be initiated. The first manual activity in the job will then be allocated to the appropriate resource for processing. Aligning a process definition with a BPM process map involves 4 steps: Create a Case Work Queue for your BPM cases, if one does not already exist. Create a Form Definition, if the BPM process map requires initialisation parameters. Create a Process Definition. Create a Classification. BPM is an optional component within Lagan and is not installed as part of the core product. The steps required to install BPM are detailed below. Copyright KANA Software Inc Page 5

6 2.0 Installation Pre-requisites This chapter will outline the pre-requisites that should be installed and configured before installing SPP and the Lagan software. 2.1 Internet Information Service (IIS) Web Server IIS Web Server is a flexible, secure and easy to manage web server for hosting a variety of media across the web. For Lagan V8.0, IIS version 6.0 or later is required for the SPP. IIS Web Server should be installed using the appropriate operating system installation disc. SPP uses ASP pages so once IIS Web Server is installed ASP pages should be enabled. NOTE: SPP 4.6 is the only version supported on a 64 bit Windows platform for 2.2 Installing Microsoft.NET Framework (Version 3.5 SP1) The Lagan library of SPP web service activities for updating or closing a case can only be used if the.net Framework is installed. Ensure that V3.5 SP1 of the.net Framework is installed before the SPP. If the SPP is installed first then, after the.net Framework is installed, you should manually register a number of files, as described in the section entitled Registering Additional Platform Files within the Installation Guide. This document is located in the SPP Release V4.6\Documentation\Installation Guides folder on the SPP. Copyright KANA Software Inc Page 6

7 3.0 Singularity Process Platform This chapter outlines the installation and configuration of the Singularity Process Platform. Please ensure that the pre-requisites have been installed before installing SPP. 3.1 Installing SPP (V4.6) NOTE: Lagan integration with Singularity supports Singularity Business Process maps, but not Case Definition maps and Case Process maps Install SPP v4.6, following the instructions in the SPP Installation Guide which is located in the SPP Release V4.6\Documentation\Installation Guides folder on the SPP CD. Use the SPP setup program to install the software, rather than following the manual steps. NOTE: If your database is SQL Server, the setup program will attempt to install the Singularity database items. This may fail, in which case you must install the database items manually after the setup program has completed. If the database engine is Oracle rather than SQL Server then refer to the Oracle Installation Guide which is located in the SPP Release V4.6\Documentation\Installation Guides folder on the SPP CD. If the database is on a remote server, then the SPP ActiveWorkflow services MUST be installed under a domain account with the proper privileges. The local system account cannot be used as this account cannot obtain DTC authentication and therefore cannot connect to the remote database. Ensure that Windows authentication (and not SQL Server authentication) is used for the ODBC connection to the database. Also, ensure that the correct database name and server name is configured for each of the following registry keys: HKEY_LOCAL_MACHINE \ SOFTWARE \ Singularity \ Builder \ Builder Audit Log Data Source HKEY_LOCAL_MACHINE \ SOFTWARE \ Singularity \ Builder \ Builder Data Source HKEY_LOCAL_MACHINE \ SOFTWARE \ Singularity \ Forms Service \ Forms Data Source If the SPP database is local then the server name should be set to (local), otherwise it should be the appropriate server name. Copyright KANA Software Inc Page 7

8 3.2 Enable Network Components for Windows 2003 NOTE: This step is only required if the SPP is installed on a Windows 2003 box with a remote database server. The Process Platform COM+ Components and Services connect through MSDTC. If the SPP has been installed on a Windows 2003 box and the SPP database is hosted on a remote database server then network COM+ access and network DTC access must be enabled on the Windows 2003 box. To do this: 1. Select Add / Remove Programs from the Control Panel. 2. Select Add/Remove Windows Components and select Application Server. 3. Select Enable network COM+ access. 4. Select Enable network DTC access. 5. Click on the OK button. Refer to the document SPP Windows 2003 Deployment, which can be obtained by contacting Singularity Customer Care, for further details on issues that may be encountered when installing SPP on a Windows 2003 box. 3.3 Configure SPP Web Service Virtual Directories During the SPP software installation, a number of new IIS virtual directories will have been created for the SPP web services. Lagan uses the following two virtual directories: PlatformManagerXmlWs ServerDataManagerWs. Follow the steps outlined below to configure the two virtual directories: 1. Within IIS Manager click on PlatformManagerXmlWs and select Advanced Settings from the Actions menu. 2. Click on the first Edit button (for Authentication and Access control) and ensure that the Anonymous Authentication is set to Enabled. 3. Repeat this process for the ServerDataManagerWs. 4. Restart the Default Web Site. Copyright KANA Software Inc Page 8

9 3.3.1 Testing the configuration To check that the SPP Web Services are correctly configured, open a browser window from a PC other than the SPP Server and try to access each of these URLs, substituting the IIS server name and port number (usually port 80): In each case you should see a web page listing the available operations for that web service. 3.4 Creating Resources in SPP Launch the SPP Design Environment. 1. Create a worker group named Administrators, if it does not already exist. To create a worker group, launch the SPP Builder and select Worker Group from the System menu. Click on the Worker Group radio button, enter the Group Name value and click OK. 2. Create a worker resource with the User Name flsystem and the Full Name Lagan System. This resource will be used by Lagan Event Publisher to create BPM case jobs. You can configure an ID other than flsystem by editing your LAGAN_HOME services.properties file and setting the value of eventpublisher.bpmadaptor.userid. Whatever ID you choose, it must not be the same as that used by any Lagan BPM user (see next step). To create a worker, select Tools / Resource Configuration and click on the New button. Click on the Worker radio button, enter the User Name and Full Name, then click OK. 3. For each Lagan user who will be viewing or processing BPM activities, you need two worker resources in Singularity. (This step can be delayed until you are ready to start using the BPM functionality within Lagan). Create a worker resource with User Name the same as the Lagan user ID. This resource does not need any special privileges and does not have to belong to any groups. Create a worker resource with the User Name value set to the Lagan user s Windows domain account. For example: MYDOMAIN.COM\john_smith. Associate this user with the Administrators group. This is required in order to use the SPP Admin Suite, including the map viewer functionality in the ECM Workstation and ECM Virtual Office. Copyright KANA Software Inc Page 9

10 3.5 Import Lagan Library Maps A library of SPP process maps are shipped with the Lagan product. These maps contain C# Script activities that call the Lagan web services and can be used to add an event to a case, add a note to a case or close a case. The maps should be imported into the SPP and then they will be available for use within the customer s maps in order to update Lagan as a business process is progressed. Follow the steps outlined below to import the Lagan Library Maps into the SPP. 1. Within the SPP Builder select the Import option on the Process menu. 2. Browse to the file ALL_LAGAN_Library_Maps.xml, which is located in the following directory of the Lagan Installation CD: core\common\optional\spp_lagan_library_maps 3. Click on the Open button. The list of available maps to be imported will be displayed. 4. Click the Select All button, then click the Import Categories checkbox and finally on the OK button. 5. The selected maps should be imported as library processes in the Lagan category. *IMPORTANT NOTE* By default, each of the library maps uses the server variables sflweburl, sfluser and sflpassword to determine the URL and authentication details for the Lagan web services to which it will connect. These server variables are common to all SPP business process maps so all maps that make use of the LAGAN library maps will make calls to the one set of Lagan web services. If you wish different maps to connect to different sets of Lagan web services then you should make the following changes: For each LAGAN library map, open the map in edit mode and display the business process dialog box by clicking on the white space of the map. Click on the Process Initialisation tab and add the 3 process variables FLWEBURL, FLUSER and FLPASSWORD to the process initialisation list. Save and Release the map. Within any parent map that creates a sub job activity for a LAGAN library map, add 3 new process variables FLWEBURL, FLUSER and FLPASSWORD and set them to the appropriate values for the Lagan web services that you wish to call from that map. Select each Create Sub Job activity within the parent map that calls a LAGAN library map. Click on the Type tab and then click on the Job button. On the Initialisation parameters tab, update each of the initialisation variables FLWEBURL, FLUSER and FLPASSWORD with the corresponding process variable from the parent map. Click on the OK button then Save and Release the parent map. These changes will be in effect for any new job that is created for one of the modified parent maps. Copyright KANA Software Inc Page 10

11 3.6 Configuring Server Variables Start the SPP Builder. Select the Server Variables option from the System menu and check that the following 3 server variables have been created under the Lagan category: Variable ID: sflpassword Variable Type: String Value: The password for the Lagan user that will be used to authenticate calls to any of the Lagan web services. Variable ID: sfluser Variable Type: String Value: The user id for the Lagan user that will be used to authenticate calls to any of the Lagan web services. Variable ID: sflweburl Variable Type: String Value: The URL for the Lagan web services; server>:<port>/lagan/services/fl 3.7 Copy flweb DLL and check.net References Follow the steps outlined below to copy the flweb.dll and to check the.net References within the SPP Builder: 1. Copy the file flweb.dll from the core\common\optional\bpm folder on the Lagan CD to the folder C:\WINDOWS\system32 on the SPP server. 2. Within the SPP Builder, select the menu option Integration.Net References. 3. Check that a Server Reference and a Client Reference have been created with the reference path flweb.dll and the description FLWeb DLL. 4. These references should have been created when the Lagan Library Maps were imported. If either of these references has not been created then create it manually by clicking on the Add button. Copyright KANA Software Inc Page 11

12 3.8 Installing the SPP Admin Suite Install the SPP Admin Suite, if it has not already been installed as part of the SPP installation, following the instructions outlined in the Admin Suite Installation Guide which is located in the SPP V4.6_x64_\SPPInstall\Documentation\Installation Guides folder on the SPP CD. To check if the SPP Admin Suite is installed, open the IIS Manager window, navigate to Default Web Site, and verify the existence of a Virtual Directory named AdminSuite. 3.9 Test SPP Admin Suite SPP users cannot log on to the Admin Suite by default. Using SPP Builder, a worker group named Administrators must be created. Also, a worker resource must be created and associated with the Administrators group, such that the name of the worker resource matches the user name that was used to log on to the PC. This should have already been set up, so check that you can successfully access the Admin Suite URL: If the web page cannot be displayed then launch IIS Manager, select the Computer name in the left pane (root node in the tree). In the Features view, select ISAPI and CGI Restrictions and select Active Server Pages from the list of extensions. Then click on Allowed from the Actions menu Customizing the SPP Admin Suite The Admin Suite web application must be re-branded for Lagan. Follow the steps outlined below to do this: 1. Locate the ZIP files LaganBPM_Branding_UK.zip and LaganBPM_Branding_US.zip in the folder core\common\optional\spp_adminsuite_custom on the Lagan CD. 2. Extract the contents of the ZIP file for the relevant locale (UK or US) into the folder under which the Singularity Process Platform Admin Suite was installed E.g. C:\Program Files\ProcessPlatform\InetPub\WWWRoot\AdminSuite. 3. Before extracting the files, select the Overwrite existing files and Use folder names options. Copyright KANA Software Inc Page 12

13 4.0 Lagan Installation & Configuration This chapter will outline the installation and configuration steps for the lagan software, so that BPM can be used successfully. 4.1 Install Lagan Core If it is not already installed, install the Lagan core product according to the instructions in the Lagan Installation Guide. 4.2 User Configuration A Lagan user must exist that is authorized to perform any Lagan web service operation as requested during Singularity job processing, E.g. Adding a Case Event, Adding a Note, Closing a Case. Ensure that the chosen user has all the necessary component features enabled within their group configuration of the Configuration Studio. For more details on how to assign components to a user, please refer to the Configuration Studio Help file. 4.3 Create BPM Case Work Queue Create a Case Work Queue for your BPM cases. You may choose to create more than one work queue, for scalability or load-balancing reasons. Details on how to do this can be found in the Configuration Studio Help file. NOTE: Your queue must be configured for BPM use in the Event Publisher configuration file. 4.4 Create Form Definition If you wish to use a process map that requires initialisation parameters then you must create a corresponding form, such that the name of each form field exactly matches the name of the corresponding initialisation parameter (names are case-sensitive) and the type of each form field maps to the type of the corresponding initialisation parameter. Details on how to do this can be found in the Configuration Studio Help file. 4.5 Create Process Definition For each process map that you wish to use, you must create a process definition with exactly the same name (names are case-sensitive). You should associate this process definition with the appropriate BPM case work queue and, if your process map requires initialisation parameters, Copyright KANA Software Inc Page 13

14 with the appropriate form. Details on how to do this can be found in the Configuration Studio Help file. The example below show the creation of a process definition for a BPM process map named Faulty Street Light, which requires initialisation parameters that will be supplied using the form BPM Investigation Form. Figure 4.1: Example process Definition Configuration for BPM NOTE: The process definition should not have any eforms associated with it, otherwise the integration with the Process Platform will fail to work correctly. 4.6 Create Classification For each Process Map that you wish to use, you must create an Enquiry Classification within Lagan ECM and associate it with the appropriate process definition. Details on how to do this can be found in the Configuration Studio Help file. 4.7 Install and configure Event Publisher If it is not already installed, install Event Publisher according to the instructions in the Lagan Administration Guide. Below are some further points to note: 1. In the eventpublisher-core-custom.xml file in the LAGAN_HOME directory, move the BPM-specific router, called bpmrouter, to the top of the router list in the caseeventsenderrouter element. 2. In both the casefilter and bpmrouterfilter elements, configure the correct Lagan BPM case work queue name (the default queue name is BPM ). 3. BPM case events should only be published if a new case is created on the BPM case work queue. The filter pattern for this is "*[Operation=Create]*. Update, Close and Reopen operations should not be published. Copyright KANA Software Inc Page 14

15 4.8 Property File Configuration To ensure that BPM will work correctly a number of property files will need to be configured. This section will outline the property files and configuration that is required Update system.properties The flags for both Event Publisher and BPM will need to be turned on. These can be turned on by configuring the following properties in the system.properties file in the LAGAN_HOME directory: eventpublisher=true bpm=true Update services.properties Configure the following properties in the services.properties file in the LAGAN_HOME directory: ewoservice.platformmanager.endpoint= ENTERPRISE WORKFLOW SERVER]/ PlatformManagerXmlWs/PlatformManagerXmlWs.asmx ewoservice.serverdatamanager.endpoint= ENTERPRISE WORKFLOW SERVER]/ ServerDataManagerWs/ServerDataManagerWs.asmx ewoservice.admin.endpoint= ENTERPRISE WORKFLOW SERVER]/ PlatformManagerWs/AdminWs.asmx Replace [TBD: ENTERPRISE WORKFLOW SERVER] with the IIS server name and port. If you want BPM case jobs to be created with a user ID other than flsystem, set eventpublisher.bpmadaptor.userid Update userapplication.properties Configure the SPP map viewer location in the userapplication.properties file in the LAGAN_HOME directory, substituting the IIS server name and port: bpmview.mapviewerlocation= machine name]:[tbd port]/adminsuite/common If you don't want the map viewer functionality to be available in the client applications, add the following parameter to the userapplication.properties file in LAGAN_HOME: bpmview.mapview.display=false This will remove the map viewing links from both VO and EWS. Copyright KANA Software Inc Page 15

16 4.9 Configure Link Text When viewing an activity, all input variables containing a hyperlink are displayed using the text defined by the property ewo.text.activitylink in locale.properties. By default, this text is Click here to open. If you want to change the displayed text, change the value of this property. If you want to see the actual hyperlink rather than replace it with text, then set ewo.text.activitylink to be empty Configure Lagan Virtual Office If you are using Lagan Virtual Office, update its configuration with the SPP map viewer location, substituting the IIS server name and port, e.g: ewomapviewer.location= Restart Lagan Restart the Lagan web application to ensure the configuration changes are applied. Copyright KANA Software Inc Page 16

17 5.0 Optional steps for testing BPM To test that the BPM functionality is working correctly you may wish to import the Faulty Street Light Map process map into the SPP and then create a case in Lagan that will use this map. The steps for doing this are: 1. Import the file Faulty Street Light Map.xml into the SPP Design Environment. This file can be located on the Installation CD. 2. Create two new case forms from the ECM Workstation Configuration / Forms screen. The names of the fields for these forms MUST be exactly as shown below: Lighting_Fault_Form: Add 2 edit fields named PROBLEM_DESCRIPTION and LOCATION Payment_Approval: Add 1 checkbox field named PAYMENTAPPROVAL 3. Create a new Faulty Street Light Map process definition from the ECM Workstation Configuration / Enquiries / Cases / Process Definition screen. The name of the process definition MUST match the name of the process map in the SPP. Associate this process definition with your BPM work queue and Lighting_Fault_Form. 4. Create a new Classification (e.g. Assets / Street Assets / Lighting Fault) and associate it with the Faulty Street Light Map process definition. 5. Create a Lagan User who is a member of a group with the Business Process Management component configured. 6. Create a worker resource in the SPP with the User Name value set to match the Lagan user id that you have just created. You should fill in the User Name and Full Name input fields and leave all other input fields as default. Create SPP worker groups named Inspector Group Zone A and Inspector Group Zone B and associate the new worker resource with each of these groups. 7. If you wish to use the View Map functionality then you should also create a worker resource in the SPP with the User Name value set to the domain account that you used to log onto your client PC, e.g. MYDOMAIN.COM\user1. Associate this new worker with the Administrators worker group. 8. Create a Case and classify it using your new classification. If BPM is functioning correctly then a Faulty Street Light Map job should be created in the SPP for your case and an event should be added to the case with the title BPM job created successfully. This may take a minute or two to complete. 9. You should now be able to log in with your newly created user id, access the Activities screen and see the Select Inspector Group activity in your activity list. Complete all of the activities for the Faulty Street Light Map job: Copyright KANA Software Inc Page 17

18 Select Inspector Group: The value for the output parameter INSPECTOR_GROUP_ASSIGNMENT should be Inspector Group Zone A or Inspector Group Zone B. Any other value will cause the job to be suspended Inspect Street Light: Check the EXISTS checkbox. Repair Fault: Set the COST to 10 and check the JOB_DONE checkbox. Inspect Repair: Check the REPAIRED checkbox. Approve Payment: Check the PAYMENTAPPROVAL checkbox. After the Approve Payment activity has been completed, confirm that the case has closed successfully and the status for the SPP job is set to Job Completed. NOTE: There can be a timing issue whereby the SPP is still completing the current task when the activity list is retrieved and so the next activity is not displayed. Simply refresh the list to retrieve the newly-added activity. 5.1 BPM Error If you have Windows XP Service Pack 2 installed and you receive the following error message when you attempt to view a map for a BPM job: Windows has blocked this software because it can't verify the publisher Name: AWMapControl.cab Then perform the following steps to resolve this problem: 1. Open Internet Explorer; choose Tools Internet Options. 2. Select the Security tab, ensure that the Internet web content zone is selected and click the Custom Level button. 3. On the Security Settings window scroll down to Download unsigned ActiveX controls. Change this to Prompt. 4. Click OK on Security Settings and OK on Internet Options. 5. Close all browsers and then attempt to view the map again. You should receive a security warning and be prompted to install the codec, select Yes to allow the unsigned codec to be installed. Copyright KANA Software Inc Page 18