Advanced Case Management With IBM Case Manager
Front coverAdvanced Case Managementwith IBM Case ManagerIntroducing case management andIBM Case ManagerBuilding IBM Case Managersolutions with use case exampleCovering customization, rules,deployment, and moreWei-Dong ZhuBrian BenoitBob JacksonJohnson LiuMike MarinSeema MeenaJuan Felipe OspinaGuillermo Riosibm.com/redbooks
International Technical Support OrganizationAdvanced Case Managementwith IBM Case ManagerMay 2014SG24-7929-03
Note: Before using this information and the product it supports, read the information in“Notices” on page xiii.Fourth Edition (May 2014)This edition applies to Version 5.2.0, IBM Case Manager (product number 5725-A15). Copyright International Business Machines Corporation 2013, 2014. All rights reserved.Note to U.S. Government Users Restricted Rights -- Use, duplication or disclosure restricted by GSA ADPSchedule Contract with IBM Corp.
ContentsNotices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiiiTrademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xivPreface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvAuthors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xvNow you can become a published author, too! . . . . . . . . . . . . . . . . . . . . . . . xviiiComments welcome. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xixStay connected to IBM Redbooks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xixSummary of changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxiMay 2014, Fourth Edition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxiPart 1. Concept and overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Chapter 1. Case management concept . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31.1 Case management overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41.2 What makes case management unique . . . . . . . . . . . . . . . . . . . . . . . . . . . 61.2.1 Cases are goal-driven and unpredictable . . . . . . . . . . . . . . . . . . . . . . 61.2.2 Cases are knowledge-intensive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71.2.3 Modeling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81.2.4 Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81.2.5 Routine work and knowledge work . . . . . . . . . . . . . . . . . . . . . . . . . . 101.3 Case Management and IBM BPM Solutions . . . . . . . . . . . . . . . . . . . . . . . 101.4 The need for Enterprise Content Management . . . . . . . . . . . . . . . . . . . . . 141.4.1 Information complexity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141.4.2 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151.4.3 Retention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151.5 The need for collaboration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171.6 Case management solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171.6.1 Case data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181.6.2 Case folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191.6.3 Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Chapter 2. Typical case management applications . . . . . . . . . . . . . . . . . . 232.1 Typical applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242.1.1 Solution patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252.1.2 Applications by industry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262.2 Complaints management example use case . . . . . . . . . . . . . . . . . . . . . . 292.2.1 Complaint scenario . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Copyright IBM Corp. 2013, 2014. All rights reserved.iii
2.2.2 Resolving the case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312.2.3 Content that is related to the case . . . . . . . . . . . . . . . . . . . . . . . . . . 322.2.4 Integration with other systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Chapter 3. IBM Case Manager overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 353.1 IBM Case Manager capabilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363.1.1 Case design and deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363.1.2 Case management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363.1.3 IBM Case Manager API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363.1.4 Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373.1.5 Solution templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373.1.6 Content and process management . . . . . . . . . . . . . . . . . . . . . . . . . . 373.1.7 Collaboration and social software tools. . . . . . . . . . . . . . . . . . . . . . . 373.1.8 Business rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383.1.9 Case analytics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383.1.10 Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383.1.11 Content Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383.1.12 Forms integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383.2 IBM Case Manager environments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393.2.1 Environments and case management phases . . . . . . . . . . . . . . . . . 393.2.2 Solutions and deployment in development environment. . . . . . . . . . 423.3 IBM Case Manager components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423.3.1 IBM Case Manager core components. . . . . . . . . . . . . . . . . . . . . . . . 443.3.2 IBM Case Manager optional components . . . . . . . . . . . . . . . . . . . . . 503.3.3 IBM Case Manager extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523.4 IBM Case Manager architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543.4.1 Case Manager Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553.4.2 Case Manager Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553.4.3 Case Manager API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553.4.4 Content Platform Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603.5 IBM Case Manager configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 603.5.1 Development environment configuration. . . . . . . . . . . . . . . . . . . . . . 603.5.2 Production environment with high availability . . . . . . . . . . . . . . . . . . 633.5.3 Production environment with partitioning . . . . . . . . . . . . . . . . . . . . . 65Chapter 4. Inner workings of IBM Case Manager . . . . . . . . . . . . . . . . . . . . 694.1 IBM Case Manager object model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 714.1.1 Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 724.1.2 Case types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 764.1.3 Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 804.1.4 Roles in-basket . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 804.1.5 Personal in-baskets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 814.1.6 Configuring manual work assignment . . . . . . . . . . . . . . . . . . . . . . . . 83ivAdvanced Case Management with IBM Case Manager
4.1.7 Configuring role pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904.1.8 Document types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904.1.9 Task type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 914.1.10 Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974.2 Case object model implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1024.2.1 Design object store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1034.2.2 Target environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1054.2.3 Project areas for supporting parallel project development . . . . . . . 1074.3 IBM Case Manager pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1094.3.1 Default pages in a Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1094.3.2 Default Cases pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1104.3.3 Default Task pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1114.3.4 IBM Case Manager widgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1134.4 Tasks and associated workflow processes . . . . . . . . . . . . . . . . . . . . . . . 1144.4.1 Workflow association . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1144.4.2 Workflow data fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1154.4.3 Workflow attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1174.4.4 Starting task workflows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1174.4.5 Workflow processing and task state . . . . . . . . . . . . . . . . . . . . . . . . 1184.5 Object model for IBM Content Manager integration . . . . . . . . . . . . . . . . 118Part 2. Solution development. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Chapter 5. IBM Case Manager tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1255.1 IBM Case Manager tools overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1265.2 IBM Case Manager configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . 1265.2.1 Starting the IBM Case Manager configuration tool . . . . . . . . . . . . . 1275.2.2 Creating a profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1275.2.3 Running the profile tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1295.3 IBM Case Manager administration client. . . . . . . . . . . . . . . . . . . . . . . . . 1335.3.1 Copying a solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1335.3.2 Creating solution templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1415.3.3 Using solution templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1435.3.4 Exporting and importing a solution . . . . . . . . . . . . . . . . . . . . . . . . . 1465.3.5 Exporting business rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1505.3.6 Configure locks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1515.3.7 Enabling case history store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1535.3.8 Widget packages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1535.3.9 Configuring an audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1545.3.10 Configuring security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1585.3.11 Manage project areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1635.3.12 Extra options for an administrator in administration client. . . . . . . 1655.4 IBM Case Manager Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166Contentsv
5.4.15.4.25.4.35.4.45.4.5Multiple user solution development in Case Manager Builder . . . . 167Solution assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168Solution lock and draft object . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Case Manager Builder save options . . . . . . . . . . . . . . . . . . . . . . . . 175Committing and deploying a solution . . . . . . . . . . . . . . . . . . . . . . . 175Chapter 6. Designing case management solutions . . . . . . . . . . . . . . . . . 1796.1 Business goals of a case management solution . . . . . . . . . . . . . . . . . . . 1806.2 Designing the solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1816.2.1 Agile and iterative methodologies . . . . . . . . . . . . . . . . . . . . . . . . . . 1816.2.2 Case design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1826.2.3 Task design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1836.2.4 Case documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1856.2.5 Business rules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1866.2.6 Modeling how cases are created . . . . . . . . . . . . . . . . . . . . . . . . . . 1866.3 Creating the solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1876.4 Defining your solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1886.4.1 Defining case properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1896.4.2 Defining case types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1896.4.3 Defining document types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1896.4.4 Defining roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1906.4.5 Defining in-baskets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1906.4.6 Defining pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1906.4.7 Defining case types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1916.4.8 Defining views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1916.4.9 Defining tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1916.5 Configuring your solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1956.5.1 Advanced in-basket configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 1956.5.2 Advanced property layout views within a case . . . . . . . . . . . . . . . . 1966.5.3 Configuring pages for advanced user interfaces. . . . . . . . . . . . . . . 1976.5.4 Advanced task configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1976.5.5 Using forms to enhance user interfaces . . . . . . . . . . . . . . . . . . . . . 1996.5.6 Providing users with custom tasks . . . . . . . . . . . . . . . . . . . . . . . . . 2016.5.7 Configuring the security definitions . . . . . . . . . . . . . . . . . . . . . . . . . 2016.5.8 Configuring case analytics and reporting . . . . . . . . . . . . . . . . . . . . 2026.5.9 Configuring the Cognos Real-Time Monitor . . . . . . . . . . . . . . . . . . 2056.6 Customizing and integrating your solution . . . . . . . . . . . . . . . . . . . . . . . 2056.7 Documenting your solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208Chapter 7. Building a simple solution: Part 1 . . . . . . . . . . . . . . . . . . . . . . 2117.1 Building the sample solution overview . . . . . . . . . . . . . . . . . . . . . . . . . . 2127.2 Defining the solution basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2137.2.1 Adding a solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213viAdvanced Case Management with IBM Case Manager
7.2.2 Setting up properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2157.2.3 Setting up roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2207.2.4 Setting up in-baskets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2227.2.5 Setting up document types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2257.3 Defining the case type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2277.3.1 Creating a case type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2277.3.2 Configuring case type properties . . . . . . . . . . . . . . . . . . . . . . . . . . 2297.3.3 Configuring the Case Summary view . . . . . . . . . . . . . . . . . . . . . . . 2307.3.4 Configuring custom properties layout view . . . . . . . . . . . . . . . . . . . 2317.3.5 Configuring the case search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2397.3.6 Defining case folders structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2407.4 Defining embedded rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2417.5 Defining case tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2477.5.1 Creating Upgrade Options set. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2487.5.2 Creating the Upsell Opportunity container task. . . . . . . . . . . . . . . . 2497.5.3 Creating the Upgrade Product task . . . . . . . . . . . . . . . . . . . . . . . . . 2517.5.4 Creating the Upgrade Plan task . . . . . . . . . . . . . . . . . . . . . . . . . . . 2547.5.5 Creating the Call Customer task . . . . . . . . . . . . . . . . . . . . . . . . . . . 2557.5.6 Creating the Verify Billing task . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2557.5.7 Creating the Verify Complaint task . . . . . . . . . . . . . . . . . . . . . . . . . 2577.5.8 Creating the remaining tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2587.5.9 Reviewing task summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265Chapter 8. Building a simple solution: Part 2 . . . . . . . . . . . . . . . . . . . . . . 2678.1 Configuring workflow diagrams by using Step Designer . . . . . . . . . . . . . 2688.1.1 Creating the Upgrade Product task diagram. . . . . . . . . . . . . . . . . . 2688.1.2 Creating the Upgrade Plan task diagram . . . . . . . . . . . . . . . . . . . . 2758.1.3 Creating the Call Customer task diagram . . . . . . . . . . . . . . . . . . . . 2768.1.4 Creating the Verify Billing task diagram . . . . . . . . . . . . . . . . . . . . . 2778.1.5 Creating the Verify Complaint task diagram . . . . . . . . . . . . . . . . . . 2808.1.6 Creating the Review Product Complaint task diagram . . . . . . . . . . 2818.1.7 Creating the Review Non-Product Complaint task diagram . . . . . . 2828.1.8 Creating the Investigate Product Safety task diagram . . . . . . . . . . 2838.1.9 Creating the Send Corresponding Letter task diagram . . . . . . . . . . 2858.1.10 Creating the Close Complaint task diagram . . . . . . . . . . . . . . . . . 2898.1.11 Creating the Investigate Employee task diagram . . . . . . . . . . . . . 2908.1.12 Creating the Request Assistance task diagram . . . . . . . . . . . . . . 2938.2 Saving and validating the solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2958.3 Deploying the Customer Complaints solution . . . . . . . . . . . . . . . . . . . . . 2968.4 Testing the Customer Complaints solution . . . . . . . . . . . . . . . . . . . . . . . 2988.5 Improving the solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3098.5.1 Solution icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3108.5.2 Property choice list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310Contentsvii
8.5.3 Solution properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3108.5.4 Document properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3108.5.5 In-basket properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311Chapter 9. Migrating and deploying solutions . . . . . . . . . . . . . . . . . . . . . 3139.1 Migration models and migration procedure overview . . . . . . . . . . . . . . . 3149.1.1 Traditional FileNet P8 application migration model . . . . . . . . . . . . . 3149.1.2 IBM Case Manager solution migration model . . . . . . . . . . . . . . . . . 3169.1.3 Using the best of both migration models . . . . . . . . . . . . . . . . . . . . . 3179.2 Migration and deployment procedure overview. . . . . . . . . . . . . . . . . . . . 3209.3 Preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3229.3.1 Preparing IBM Case Manager assets . . . . . . . . . . . . . . . . . . . . . . . 3229.3.2 Preparing FileNet P8 assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3249.3.3 Preparing other IBM assets and external artifacts . . . . . . . . . . . . . 3279.4 Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3299.4.1 Migrating IBM Case Manager assets . . . . . . . . . . . . . . . . . . . . . . . 3299.4.2 Migrating FileNet P8 assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3439.4.3 Migrating other IBM and external artifacts . . . . . . . . . . . . . . . . . . . 3459.5 Deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3469.5.1 Deploying IBM Case Manager assets . . . . . . . . . . . . . . . . . . . . . . . 3469.5.2 Deploying FileNet P8 assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3489.5.3 Deploying other IBM and external artifacts . . . . . . . . . . . . . . . . . . . 3489.6 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3499.6.1 Configuring IBM Case Manager assets . . . . . . . . . . . . . . . . . . . . . 3499.6.2 Configuring FileNet P8 assets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3539.6.3 Configuring other IBM and external artifacts . . . . . . . . . . . . . . . . . . 354Part 3. Solution customization and advanced topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355Chapter 10. User interface and widgets . . . . . . . . . . . . . . . . . . . . . . . . . . 35710.1 User interface navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35810.1.1 Navigating Case Manager Builder . . . . . . . . . . . . . . . . . . . . . . . . 35810.1.2 Navigating Page Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35910.1.3 Multiple user editing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36410.1.4 Navigating Case Manager Client . . . . . . . . . . . . . . . . . . . . . . . . . 36510.2 Understanding page types and custom pages . . . . . . . . . . . . . . . . . . . 36510.2.1 Default pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36510.2.2 Custom pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36710.3 Accessing the Properties View Designer . . . . . . . . . . . . . . . . . . . . . . . 37210.3.1 System-generated view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37310.3.2 Designing a custom view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37310.3.3 Configuring the default view for a case type . . . . . . . . . . . . . . . . . 37510.3.4 Overriding the default view in the Properties widget . . . . . . . . . . . 37610.4 Using default widgets and their payloads . . . . . . . . . . . . . . . . . . . . . . . 377viiiAdvanced Case Management with IBM Case Manager
10.4.1 Standard widgets that are provided by IBM Case Manager . . . . . 37810.4.2 Widget payloads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37910.4.3 Wiring a widget to another widget . . . . . . . . . . . . . . . . . . . . . . . . . 38010.4.4 Widget incoming and outgoing events and payloads . . . . . . . . . . 38210.4.5 In-basket widget event and corresponding payload . . . . . . . . . . . 38310.4.6 Search widget event and corresponding payload . . . . . . . . . . . . . 38410.5 Creating and deploying a custom widget . . . . . . . . . . . . . . . . . . . . . . . 38610.5.1 Setting up your development environment . . . . . . . . . . . . . . . . . . 38810.5.2 Creating your widget definition and catalog files . . . . . . . . . . . . . . 38910.5.3 Creating the IBM Content Navigator plug-in . . . . . . . . . . . . . . . . . 39210.5.4 Creating the custom page widget with content pane . . . . . . . . . . 39310.5.5 Creating IBM Case Manager JavaScript API calls and objects . . 39610.5.6 Building the custom widget package . . . . . . . . . . . . . . . . . . . . . . . 39710.5.7 Deploying the custom widget package . . . . . . . . . . . . . . . . . . . . . 40010.5.8 Adding the custom widget to the page . . . . . . . . . . . . . . . . . . . . . 40410.6 Creating a custom task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40510.7 Using the Timeline Visualizer and Instruction widgets . . . . . . . . . . . . . 40810.7.1 Configuring auditing and case history store . . . . . . . . . . . . . . . . . 40910.7.2 Displaying case history in the Timeline Visualizer widget . . . . . . . 40910.7.3 Displaying instructions in the Instruction widget . . . . . . . . . . . . . . 410Chapter 11. Customization topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41111.1 Using project areas when developing solutions . . . . . . . . . . . . . . . . . . 41211.2 Automated handling of ingested documents . . . . . . . . . . . . . . . . . . . . . 41311.2.1 Generalized approach for handling ingested documents . . . . . . . 41411.2.2 Implementation methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41511.2.3 Sample JavaScript based implementation procedure . . . . . . . . . . 41511.3 Splitting a case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42111.3.1 Splitting a case into two cases . . . . . . . . . . . . . . . . . . . . . . . . . . . 42211.4 Basic customization scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42411.4.1 Adding a button to the toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42411.4.2 Adding custom actions to menu action . . . . . . . . . . . . . . . . . . . . . 42511.5 Intermediate customization scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . 42611.5.1 Enumerating documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42711.5.2 Opening multiple work items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42811.5.3 Adding entry template via custom action . . . . . . . . . . . . . . . . . . . 43111.5.4 Adding an attachment to the case. . . . . . . . . . . . . . . . . . . . . . . . . 43311.5.5 Creating in-basket dynamic filter . . . . . . . . . . . . . . . . . . . . . . . . . . 43711.5.6 Filtering Case Information widget to show comments only . . . . . . 43911.5.7 Modifying property attributes by using the Property Controller . . . 44011.5.8 Getting the next work item with custom logic after completing a workitem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44311.5.9 Filling the Case List widget based on search results . . . . . . . . . . 447Contentsix
11.6 Advanced customization scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44911.7 Multilingual support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45011.7.1 Translating the Case Manager user interface . . . . . . . . . . . . . . . . 45011.7.2 Translating custom strings, solution assets, and others . . . . . . . . 451Chapter 12. Advanced solution topics . . . . . . . . . . . . . . . . . . . . . . . . . . . 45312.1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45412.2 Process Designer integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45512.2.1 Accessing Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45512.2.2 Solution editing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45812.2.3 Process editing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45912.2.4 Activity parameters in Process Designer . . . . . . . . . . . . . . . . . . . 46012.3 Shadow fields and queue updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46212.3.1 Shadow field defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46312.3.2 Case properties, queues, and work items . . . . . . . . . . . . . . . . . . . 46312.3.3 Shadow field synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46512.3.4 Prior version behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46612.3.5 Parallel prop
Advanced Case Management with IBM Case Manager Wei-Dong Zhu Brian Benoit Bob Jackson Johnson Liu Mike Marin Seema Meena Juan Felipe Ospina Guillermo Rios Introducing case management and IBM Case Manager Building IBM Case Manager solutions with use case example Covering customization, rules, deployment, and more Front cover
Modi ed IBM IBM Informix Client SDK 4.10 03/2019 Modi ed IBM KVM for IBM z Systems 1.1 03/2019 Modi ed IBM IBM Tivoli Application Dependency Discovery Manager 7.3 03/2019 New added IBM IBM Workspace Analyzer for Banking 6.0 03/2019 New added IBM IBM StoredIQ Suite 7.6 03/2019 New added IBM IBM Rational Performance Test Server 9.5 03/2019 New .
IBM 360 IBM 370IBM 3033 IBM ES9000 Fujitsu VP2000 IBM 3090S NTT Fujitsu M-780 IBM 3090 CDC Cyber 205 IBM 4381 IBM 3081 Fujitsu M380 IBM RY5 IBM GP IBM RY6 Apache Pulsar Merced IBM RY7
Product Analysis for IBM Lotus Domino, IBM Lotus Notes, IBM Lotus iNotes, IBM Lotus Foundations, IBM Lotus Quickr, IBM Lotus Sametime, IBM Lotus Connections, and IBM LotusLive. This report is intended for Organizations, Vendors, and Investors who need to make informed decisions about the Email and Collaboration market. Figure 1: Worldwide IBM .
IBM Spectrum Protect Snapshot (formerly IBM Tivoli Storage FlashCopy Manager) For more details about IBM Spectrum Copy Data Management, refer to IT Modernization . A9000R snapshots, see IBM Hyper-Scale Manager for IBM Spectrum Accelerate Family: IBM XIV, IBM FlashSystem A9000 and A9000R, and IBM Spectrum Accelerate, SG24-8376.
series b, 580c. case farm tractor manuals - tractor repair, service and case 530 ck backhoe & loader only case 530 ck, case 530 forklift attachment only, const king case 531 ag case 535 ag case 540 case 540 ag case 540, 540c ag case 540c ag case 541 case 541 ag case 541c ag case 545 ag case 570 case 570 ag case 570 agas, case
IBM Developer Kit per Java IBM Developer Kit per Java è ottimizzato per l'utilizzo nell'ambiente IBM i. Esso utilizza la compatibilità della programmazione Java e delle interfacce utente consentendo così di sviluppare applicazioni IBM i. IBM Developer Kit per Java consente di creare ed eseguire programmi Java sul server IBM i. IBM
IBM ODM IBM Operational Decision Manager IBM PMQ IBM Predictive Maintenance and Quality IBM SPSS ADM IBM SPSS Analytical Decision Management IBM SPSS C&D IBM SPSS Collaboration and Deployment Services JSON JavaScript Object Notation JVM Java Virtual Mac
as advanced engineering mathematics and applied numerical methods. The greatest beneÞt to the reader will probably be derived through study of the programs relat-' 2003 by CRC Press LLC. ing mainly to physics and engineering applications. Furthermore, we believe that several of the MATLAB functions are useful as general utilities. Typical examples include routines for spline interpolation .
