IBM Case Manager 5.1 - Guia do Usuário - c1932740

IBM Case ManagerVersion 5.1.0.0

User's Guide

SC19-3274-00

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IBM Case ManagerVersion 5.1.0.0

User's Guide

SC19-3274-00

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NoteBefore using this information and the product it supports, read the information in “Notices” on page 123.

This edition applies to Version 5 Release 1 of IBM Case Manager (product number 5725-A15) and to all subsequentreleases and modifications until otherwise indicated in new editions.

© Copyright IBM Corporation 2010, 2011.US Government Users Restricted Rights – Use, duplication or disclosure restricted by GSA ADP Schedule Contractwith IBM Corp.

Contents

Adding and deploying a casemanagement solution . . . . . . . . . 1Adding a solution . . . . . . . . . . . . 2

Adding and reusing properties . . . . . . . 3Deleting case properties before deploying asolution . . . . . . . . . . . . . . 5

Adding and selecting roles . . . . . . . . 6Roles in solutions. . . . . . . . . . . 7Personal and role in-baskets . . . . . . . 7Adding in-baskets to roles . . . . . . . . 9

Adding and modifying document types . . . . 9Document types . . . . . . . . . . . 11

Adding and modifying case types . . . . . . 12Case types. . . . . . . . . . . . . 14Designing views . . . . . . . . . . . 15

Adding tasks . . . . . . . . . . . . . 17Tasks in solutions . . . . . . . . . . 18Task initiation . . . . . . . . . . . 20Building workflows to complete tasks . . . 21

Adding a workgroup to a task . . . . . 23Adding attachments to a task . . . . . 25Adding a swimlane to a task . . . . . 26Adding a step to a task . . . . . . . 27Creating routes in a workflow . . . . . 35Adding workflows that are not associatedwith tasks . . . . . . . . . . . . 41

Integrating business processes with IBM CaseManager solutions . . . . . . . . . . . . 42

Adding a FileNet Business Process Managerprocess as a task. . . . . . . . . . . . 43

Importing an existing workflow into asolution . . . . . . . . . . . . . 44Updating case property values in a reusedprocess . . . . . . . . . . . . . . 44Removing a reused process from a solution. . 45

Adding an IBM Business Process Managerprocess as a task. . . . . . . . . . . . 45Adding a task that runs an IBM Business ProcessManager Advanced business process . . . . . 46Adding business rules from IBM WebSphereILOG JRules BRMS to a solution . . . . . . 47

Validating and testing your solution . . . . . . 50

Modifying the default casemanagement client application . . . . 53Components of a widgets application. . . . . . 53

Spaces . . . . . . . . . . . . . . . 54Pages . . . . . . . . . . . . . . . 55Widgets . . . . . . . . . . . . . . 56Roles in solutions . . . . . . . . . . . 57Cases . . . . . . . . . . . . . . . 58Work items . . . . . . . . . . . . . 58

Creating pages and spaces . . . . . . . . . 59Case Manager Client spaces, pages, and widgets 60

Solution space . . . . . . . . . . . 60

Step Pages space . . . . . . . . . . 63Case Pages space . . . . . . . . . . 69

Creating a page in the Case Pages space. . . . 75Creating a page in the Step Pages space . . . . 76Creating a Solution space . . . . . . . . . 77

Widgets reference . . . . . . . . . . . . 78Attachments widget . . . . . . . . . . 80

Configuring where attachment content isdisplayed . . . . . . . . . . . . . 81

Case Data widget . . . . . . . . . . . 83Case Form widget . . . . . . . . . . . 85

Configuring the Case Form widget to use aform template . . . . . . . . . . . 87Configuring the Case Form widget to use aform attachment . . . . . . . . . . . 89

Case Information widget . . . . . . . . . 89Task view for the Case Information widget . . 90Documents view for the Case Informationwidget . . . . . . . . . . . . . . 91History view for the Case Information widget 92Summary view for the Case Informationwidget . . . . . . . . . . . . . . 93Configuring the views displayed in the CaseInformation widget . . . . . . . . . . 93

Case List widget. . . . . . . . . . . . 94Configuring the pop-up menu for the CaseList widget . . . . . . . . . . . . 95

Case Toolbar widget . . . . . . . . . . 96Configuring buttons and menu options for theCase Toolbar widget . . . . . . . . . 97

Command widget . . . . . . . . . . . 99Configuring a solution for the Commandwidget . . . . . . . . . . . . . 100

Connector for IBM Business Process Managerwidget . . . . . . . . . . . . . . 100Document Viewer widget . . . . . . . . 101

Configuring the Document Viewer widget forFileNet P8 documents . . . . . . . . 102

In-baskets widget . . . . . . . . . . . 102Configuring content displayed for theIn-baskets widget . . . . . . . . . . 103Customizing the pop-up menu for theIn-baskets widget . . . . . . . . . . 104

Original Case Data widget . . . . . . . . 105Search widget . . . . . . . . . . . . 105Select Case Documents widget . . . . . . 106Split Case Data widget . . . . . . . . . 107Toolbar widget . . . . . . . . . . . . 107

Configuring buttons and menu options forthe Toolbar widget . . . . . . . . . 108

Work Item Toolbar widget . . . . . . . . 109Configuring the appearance and behavior ofthe Work Item Toolbar widget . . . . . . 110

Disabling broadcast widget events . . . . . 112

© Copyright IBM Corp. 2010, 2011 iii

Managing a case . . . . . . . . . . 115Managing roles . . . . . . . . . . . . . 115In-baskets and integrated inboxes. . . . . . . 116Reusing case data . . . . . . . . . . . . 118Adding new tasks for a case . . . . . . . . 119Search tips for cases . . . . . . . . . . . 120

Search tips for documents . . . . . . . . . 121

Notices . . . . . . . . . . . . . . 123

Index . . . . . . . . . . . . . . . 127

iv User's Guide

Adding and deploying a case management solution

You can use the Case Manager Builder to add a solution that case workers willaccess from the Case Manager Client. A solution is a set of web pages, content, andprocess definitions that provide a framework so that you can manage cases.

About this task

A solution can include roles, document types, properties, in-baskets, and casetypes. A case type contains tasks that must be completed to close the case; andeach task can contain a workflow that must be followed to complete the task.

A workflow consists of steps connected by a route, which is defined by connectors.An existing workflow can be reused from a business process management system.

Steps are assigned to workgroups, or are system instantiated, or can be furtherdefined in Process Designer. A step is defined by properties, attachments,workgroups, or data fields.

Tip: To upgrade solutions that you created in IBM® Case Manager V5.0, open andsave each solution in Case Manager Builder.

Important: Each user who might add a solution must use their own user ID. CaseManager Builder does not support concurrent sessions. If you edit the samesolution in more than one browser session, changes might be lost.

Procedure

To build and deploy a solution:1. Add a solution.2. Add roles, document types, or properties to the solution.3. Add case types to the solution.4. Add properties, views, case folders, or tasks to the case types.5. Add a workflow or steps to complete tasks.6. Deploy the solution to your development environment and test it in the Case

Manager Client. You can assign users and groups to roles in the Manage Roleswindow to fully test your solution.

7. Request that your IT administrator deploy the solution into a productionenvironment with the IBM Case Manager administration client. Your ITadministrator will configure security for the case types in IBM FileNet®

Enterprise Manager.

Results

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

“Adding a solution” on page 2You can add a solution by using the wizard to create the components of asolution, or you can use the Case Manager Builder pages to add the solution onyour own.

© Copyright IBM Corp. 2010, 2011 1

“Integrating business processes with IBM Case Manager solutions” on page 42If you have existing business processes in FileNet Business Process Manager orIBM Business Process Manager, or business rules in IBM WebSphere® ILOG®

JRules BRMS, you can integrate them into the solution that you create in IBMCase Manager. You use both Process Designer and Case Manager Builder tointegrate the processes into a solution.“Validating and testing your solution” on page 50Before you deploy your solution into production, you can locally test it toverify that the solution components are working correctly by deploying it into adevelopment environment.

Related information:

Designing your case management solutionSee the IBM Case Manager Information Center for information about how todesign your case types before you begin building them in the Case ManagerBuilder.

Upgrading solutionsSee the IBM Case Manager Information Center for information about how toupgrade your solutions.

Adding a solutionYou can add a solution by using the wizard to create the components of a solution,or you can use the Case Manager Builder pages to add the solution on your own.

About this task

A solution maps to a space in the Case Manager Client that users log in to so thatthey can manage their cases. A solution consists of one or more related case typesthat provide the documents, data, business processing, and routing to the caseworkers. For example, a solution for a human resources department might includea case type for new hires, a case type for retirement, and a case type for resourceaction.

You can add a solution without using a template, add a solution from a templatethat was provided by an administrator, or you can copy an existing solution.

Restriction: If a template includes existing assets, such as properties or documenttypes, the prefixes are retained from the template. The new prefix will apply tonew assets created for the solution. In addition, the template provider mightchoose to prevent you from changing or deleting properties, document types, orcase types. Check with the template provider for specific restrictions.

Tip: If you do not find an existing solution on the Manage Solutions page, thesolution might be assigned to a different project area. Check with your systemadministrator.

Important: Each user who might add a solution must use their own user ID. CaseManager Builder does not support concurrent sessions. If you edit the samesolution in more than one browser session, changes might be lost.

Procedure

To add a solution:

2 User's Guide

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1. On the Manage Solutions page, select the method that you want to use tocreate a solution:v Choose a template from the menu and click Add Solution. Choose No

template to create a solution without using a template.v Select Use the wizard to define the solution if you want guidance in

creating the solution, then click Add Solution.v Select an existing solution and click Copy.

2. Enter a name and solution prefix. The solution prefix is a 2 - 5 character prefixthat is prepended to all case types, document types, properties, or task uniqueidentifier names that are created for the solution. The solution prefix must beunique across all solutions. However, if you create a solution from a template,existing assets that are part of the template retain the prefix assigned by thetemplate supplier.

Restriction: You cannot modify the solution name or prefix after you create thesolution.

3. Optional: Add a solution description and icon. If you copied a solution, youcan change the icon after creating the solution. You can modify the solutiondescription by clicking the Edit solution description icon in the solutionsummary on the on the solution home page.Solution icons are a predefined set of icons.

4. Create case types, roles, and document types and set the personal in-basketview to complete the solution.“Adding and reusing properties”You define properties, such as names or dates, at the solution level and reusethem in any case type, document type, task, or step in that solution.“Adding and selecting roles” on page 6A role defines and groups case workers by the type of work that they do. Youcan associate roles with tasks in the solution.“Adding and modifying document types” on page 9Document types organize and classify the documents that belong to a case. Forexample, you can create a document type for case correspondence and anotherdocument type for photographs and images. You assign document types at thesolution level. You can assign a document type to start a new case or as aprecondition for a task.“Adding and modifying case types” on page 12Case types identify the tasks, content, processes, and views that are required tomanage the case.“Adding tasks” on page 17A task consists of one or more steps, or a reused business process workflow. Acase type can have one or more tasks that must be completed by a case workerin the Case Manager Client to close the case.

Adding and reusing propertiesYou define properties, such as names or dates, at the solution level and reuse themin any case type, document type, task, or step in that solution.

About this task

You can create new properties using Case Manager Builder, or reuse properties thatalready exist in the design object store. You cannot modify reused properties, andthey are not recreated during solution deployment. You can select from a list of

Adding and deploying a case management solution 3

reusable properties, which can be sorted or filtered by name, unique ID, or type.

Procedure

To add or reuse properties:v Add to the solution:

1. From the solution home page, open the Properties page. Then, click AddProperty and select New or Reuse Property. If you select Reuse Property,you can select one or more properties that already exist in Content Engine.

2. Define property values. The property value fields that are displayed dependon the type of the property. For example, if you select a property type ofinteger, you can define values for minimum and maximum values.

3. Optional: If you define a property as a choice list, you can reuse an existingchoice list or create a new one. To create a new choice list, on the Propertiespage click Manage Choice Lists and define choice list values.

Tip: If you reuse a choice list that was created in IBM Case Manager Version5.0, the choice list becomes a solution level property and the name isappended with List. For example, a choice list named Colors becomesColorsList. To upgrade solutions that you created in IBM Case ManagerV5.0, open and save each solution in Case Manager Builder.

Restriction: If the solution was created from a template that included achoice list, the choice list is read-only. You cannot change the choice list. Youcan create a new choice list with the same or different values.

Properties that you define at the solution level can be used as templates forproperties that you add to any case type or document type in that solution. Forexample, if you are building a solution for automobile insurance, you mightneed properties for a policy number and for a customer name in most casedocuments in the solution. You can create the policy number and customer nameproperties as templates to quickly add the properties where you need themthroughout the solution.

v Add to a case or document type:1. When you create a case type or document type, click Add Property. You can

select an existing property that is defined for the solution, reuse a property,or create one by clicking New.

2. Define property values. The property value fields that are displayed dependon the type of the property. If you are editing a property that existed in thesolution, any values that you enter here apply only to this case type ordocument type. For example, you can override the default value that was setat the solution level.

Properties that you define at the case type or document type level apply only tothe case type or document type that you are currently designing. For example,when you create a case type for automobile claims, you can add the existingproperty template for policy number so that the case type includes the policynumber.Only case properties are available in the case views that case workers see in theclient application.You can assign a case property as the Case Title Property on the Views page.The selected property must be a string or integer data type and a single valueproperty. The selected property must not be hidden. If you do not assign a caseproperty, the Case Title Property is the Case ID by default.

4 User's Guide

v Add to a task precondition:1. When you create or edit a task, click the Preconditions tab.2. Select the A property condition is met precondition type.3. Click Add Condition to select a case property that can be included in an

expression. For example, you can set a precondition for the claim valueproperty so that if the claim value exceeds a specific value, then the fraudassessment task starts.

“Deleting case properties before deploying a solution”If you delete properties from a solution before deploying the solution, you canalso remove the properties from the Process Engine solution configuration filebefore deploying the solution. You cannot delete the properties after thesolution is deployed.

Related tasks:“Assigning properties to a step” on page 31You can assign properties, such as name, responses, or a role, to a step for a caseworker to complete.

Deleting case properties before deploying a solutionIf you delete properties from a solution before deploying the solution, you can alsoremove the properties from the Process Engine solution configuration file beforedeploying the solution. You cannot delete the properties after the solution isdeployed.

About this task

You might want to delete properties that are not used in a solution. If you do notremove the deleted properties from the solution configuration file in ProcessEngine and the Process Configuration Console, and then deploy the solution, thedeleted properties become data fields in the solution and in the task map inProcess Designer. The extraneous data fields might confuse case workers and leaveunnecessary columns in an in-basket.

Procedure

To delete case properties:1. Delete the properties in Case Manager Builder by clicking the Remove icon for

each property.2. In Process Designer, open the solution by clicking File > Solution > Edit

solution > solution_definition.3. Open the configuration console by clicking View > Configuration. Do not open

the configuration console by clicking Tools.4. Expand the Work Queues node and edit the Role queue properties.5. Click the Data Fields tab and delete the properties that you deleted from the

solution in Case Manager Builder.6. Expand the User Queues node and edit the inbox to delete the properties that

you deleted from the solution in Case Manager Builder.7. Click the Tasks tab and remove the properties for each step:

a. Click the Assignments tab, select After Completion, and delete any fieldassignments for the deleted properties.

b. Click the Parameters tab, and move the deleted properties from theSelected Parameters column to the Available Parameters column.


8. Click the Workflow Properties > Data Fields, and remove the deletedproperties.

9. Validate, save, and close the solution.

Adding and selecting rolesA role defines and groups case workers by the type of work that they do. You canassociate roles with tasks in the solution.

About this task

You can add roles by using the solution wizard or by using the solution homepage.

Restriction: You cannot add or associate an in-basket with a role by using thesolution wizard.

Restriction: When you define an in-basket, you can select only properties thatwere already defined in the Properties page of the solution home page.

Procedure

To add and select roles:1. In the Roles page of the solution home page, click Add Role.2. Specify a role name and optionally a description.3. Assign the role to an in-basket:

a. In the In-basket General page, select the solution properties that you wantto be included in the Case Manager Client when users access the in-basketfor their role and in what order to display those properties. For example, fora claims adjuster role, you might want to display claim number, claimdetails, or claim estimate in the claims adjusters' in-basket.

b. In the In-basket Filters page, define the filters that your users can use tofilter steps (work items in the Case Manager Client). Filtering reduces whatusers see in their in-basket for this role. For example, you might want tocreate a filter named High Priority for users to more quickly see highpriority work items.

4. Associate the role with task steps by adding a step to a role swimlane in theStep Editor.

What to do next

After adding roles, you can deploy the solution to the development environmentand test the roles by adding users or groups.

“Roles in solutions” on page 7You define roles at the solution level. You then associate roles with tasks. Youassign users and groups to roles in the Case Manager Client to specify whichusers can access a particular task or step.“Personal and role in-baskets” on page 7Each solution has an associated personal in-basket that holds steps (work itemsin the Case Manager Client) for case tasks that are assigned directly to aspecific user.“Adding in-baskets to roles” on page 9You can add new in-baskets to existing queues from a business processmanagement application into your IBM Case Manager solution. For example,

6 User's Guide

you might want to provide different views of a queue, such as loan applicationsfor over or under certain amounts, for different purposes.

Related tasks:“Designing views” on page 15Views define the information that is displayed to case workers, and how theinformation is displayed. You design the views that the case worker uses tocomplete a case in Case Manager Client. You determine the properties and thegrouping for the properties within a view.

Roles in solutionsYou define roles at the solution level. You then associate roles with tasks. Youassign users and groups to roles in the Case Manager Client to specify which userscan access a particular task or step.

Roles can be shared by all the cases in the solution. For example, you define roles,such as Clerk, Approver, and so on, to organize the groups of users who mustprocess different types of tasks in the application.

Restriction: You can define only one in-basket per role in the Case ManagerBuilder. An in-basket filters work items in a queue to display only items thatanswer a specific query. If you want to define additional in-baskets, you must usethe FileNet Process Designer.

Because you define roles at the solution level, you can reuse those roles across allcase types when you design the solution. You can also choose to create a role thatis applied only to a specific case type. When you create tasks or steps, you canassign roles to the task or step from roles that are already defined for the solution,or you can create a new role for the solution.

After you create the solution, you assign users and groups defined in your LDAPserver to roles in the Case Manager Client. For example, some roles that mightcreate for an automobile claims solution are field agent, insurance agent, claimsadjuster, supervisor, or fraud investigator. The roles define which in-baskets andCase Detail pages a case worker sees when using Case Manager Client.Related concepts:“Personal and role in-baskets”Each solution has an associated personal in-basket that holds steps (work items inthe Case Manager Client) for case tasks that are assigned directly to a specific user.

Personal and role in-basketsEach solution has an associated personal in-basket that holds steps (work items inthe Case Manager Client) for case tasks that are assigned directly to a specific user.

When you design the solution, you can define the name for the personal in-basketand how to display the properties for the work items in the in-basket.

Each user has a personal in-basket. The personal in-basket differs from the rolein-basket. The role in-basket contains work items that have been assigned to a role,but not to a specific person. Work items in a role in-basket can be accepted by anycase worker to work on. Work items are added to a personal in-basket when one ofthese actions occur:v A case worker moves an item from the role in-basket to their personal in-basket.v A case worker reassigns an item to a different case worker.v An automated processing step assigns the item to a specific workgroup.


IBM Case Manager supports in-baskets in addition to role and personal in-baskets,but you must add them to the solution by using Process Designer.

The solution can contain any number of properties, but you decide whichproperties are listed in the personal in-basket view in the client, the order that theproperties are listed, and whether each property is sortable. You can limit theproperties that are displayed so that only the most important information isdisplayed in the in-basket. The user must open the work item to view theadditional properties.

For example, an automobile accident claim case has 25 properties. For quick access,you select these five properties to display in the in-basket: claim number, clientfamily name, client given name, loss date, and estimated loss value.

You can include certain Process Engine properties, such as Time Created, TimeLocked, Step Name, or Subject, which are only available as in-basket properties.

Because an in-basket can contain many work items, you can define filters that caseworkers can use. Filtering the in-basket work items provides faster access andminimizes the amount of time that case workers spend locating work items. Youselect the properties and operators that you want to use for filtering. For example,for an automobile accident claim case you can display only the work items wherethe loss date property value is greater than January 31, 2013.

Optional in-basket properties

In-basketsYou can add in-baskets for the roles in the solution. Case Manager Builderonly supports creating one in-basket per role, but you can create morein-baskets by using Process Designer. Only the original in-basket isdisplayed for editing in Case Manager Builder.

In-basket filters

Some filter condition operators for string properties are not supported ordisplayed in Case Manager Builder. The following table shows thesupported operators for the string data type.

Table 1. Supported in-basket filter operators

Data type Available operatorsOperators that are supportedbyCase Manager Builder

String is equal

like

not equal

no like

is greater than

is greater than or equal

is less than

is less than or equal

Equals

Like

Not equal

Not like

8 User's Guide

Case Manager Builder automatically generates the in-basket propertycondition names. If you change the name in Process Designer, yourchanges are overwritten when the solution is opened again in CaseManager Builder.

Related concepts:“Roles in solutions” on page 7You define roles at the solution level. You then associate roles with tasks. Youassign users and groups to roles in the Case Manager Client to specify which userscan access a particular task or step.“In-baskets and integrated inboxes” on page 116You use either an in-basket or an integrated inbox to view, open, and work withtasks and work items assigned to you or others. An in-basket displays IBM CaseManager work items if your case management solution is not integrated with IBMBusiness Process Manager. If your case management solution is integrated withIBM Business Process Manager, an integrated inbox displays both IBM CaseManager work items and IBM Business Process Manager tasks.

Adding in-baskets to rolesYou can add new in-baskets to existing queues from a business processmanagement application into your IBM Case Manager solution. For example, youmight want to provide different views of a queue, such as loan applications forover or under certain amounts, for different purposes.

About this task

IBM Case Manager defines in-baskets for each role and personal in-basket. You candefine additional in-baskets, but you must add them to the solution by usingProcess Designer.

Important: You must assign the new in-baskets to a role for the new in-baskets tobe displayed in Case Manager Client.

Procedure

To add in-baskets to roles:1. Open the solution in Process Designer by clicking File > Solution > Edit and

select the solution definition file.2. Select a case type and click View > In-baskets.3. Select a role or inbox queue from the Queue for in-baskets menu.4. Add a new in-basket by clicking the Add icon.5. Specify a name, select the fields, and optionally make fields sortable. To include

system fields, select Show system fields on the Add fields to in-basket page.6. Optional: On the Create Filters page, add a filter.7. Assign the new in-basket to a role by clicking View > Roles, selecting a role,

and clicking the Add icon. You can also select other in-baskets.8. Validate, save, and close the solution.Related tasks:

Define in-baskets

Adding and modifying document typesDocument types organize and classify the documents that belong to a case. Forexample, you can create a document type for case correspondence and another


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document type for photographs and images. You assign document types at thesolution level. You can assign a document type to start a new case or as aprecondition for a task.

About this task

You can change the name, the description, or the properties that are associatedwith a document type. You can add document types on the solution home page orby using the wizard.

Procedure

To add or modify a document type:1. Click the Document Types tab in the solution home page.2. Select an existing document type to modify or create a document type.

Option Description

To add a document type Click Add Document Type > New.

To modify an existing document type Click the document type name in the list onthe left side of the page, or click the Editicon to the right of the document name.

To reuse a document type 1. Click Add Document Type > ReuseDocument Type.

2. Select a document type that alreadyexists in Content Engine.

3. Click OK.

Restriction: You cannot modify a reuseddocument type. Properties of a reuseddocument type are not displayed in CaseManager Builder, and you cannot add newproperties to the reused document type.

3. Enter a name and a description for the document type. If you are adding a newdocument type, the Unique Identifier field is updated as you enter the namefor the document type. You cannot change the unique identifier after thedocument type was saved for the first time.

4. Click OK to save your changes to the document type.5. Optional: Add properties to the document type.6. Click Save. Case Manager Builder does not save your edits automatically as

you work. When you click OK to dismiss a dialog box or an editor view, yourselections are stored in memory. You must click Save to store your changes tothe solution definition file. You can click Save and Close to save and close thesolution, or Close. If you made changes and did not save you will have theopportunity to save or discard the changes before closing the solution.“Document types” on page 11Document types help you to organize and classify the documents that belong toa case. You can provide additional information about the documents byassigning properties to the document type.

10 User's Guide

Related tasks:“Adding and reusing properties” on page 3You define properties, such as names or dates, at the solution level and reuse themin any case type, document type, task, or step in that solution.

Document typesDocument types help you to organize and classify the documents that belong to acase. You can provide additional information about the documents by assigningproperties to the document type.

You define document types to group similar documents and the information aboutthe documents that are related to the case. You can create as many document typesand properties as needed.

For example, an automobile claim case might have the document types andproperties shown in Table 1.

Table 2. Examples of automobile claim document types and properties

Document type and description Properties related to this document type

Policy documents, such as the writtenautomobile policy and formal changes to thepolicy

Deductible amount, effective date of thepolicy, expiration date of policy, policynumber, policy type, vehicle identification

Application forms, such as the initial writtenapplication form

Customer address, customer given name,customer family name, customer phonenumber, date of application, policy number,policy type, vehicle identification

Claim forms, such as a claim for a brokenwindshield

Claim number, date of loss, policy number,type of loss, vehicle identification

Repair estimation documents, such as anestimate for a new windshield from a glassrepair company

Claim number, customer given name,customer family name, estimate total, repairitem, vendor name,

Damage assessment documents, such as thereport from insurance claim evaluator orphotographs of the damaged windshield

Claim number, customer given name,customer family name, date of loss, vehicleidentification, vehicle replacement value

Correspondence, such as letters sent to thecustomer about the claim

Claim number, customer given name,customer family name, date of loss, vehicleidentification

Proof of ownership, such as the automobileregistration from a state licensing agency ora bill of sale

Claim number, customer given name,customer family name, date of loss, vehicleidentification, vehicle license plate number

When you create a document type, you assign a name and description for thedocument type. The name is displayed to case workers in the Case ManagerClient. Case Manager Builder automatically creates a unique identifier for thedocument type.

You can assign one or more properties that provide information about thedocument to a document type, and you can assign the same property to more thanone document type. In the automobile claim example, several document types usethe claim number property to associate a document with a specific claim number.

Tip: Create properties that are required for multiple document types at thesolution level so that you can create them more quickly for each document type.


Although a property can be shared by many document types within a solution,you can define unique values for the default value, required, read only, and hiddensettings for each document type. The values that you set at the document typelevel override any settings at the solution level.

For example, for the policy document type in the example, the policy numberproperty is a required property because each policy must have a unique number.For the application form document type, the policy number is not known when theapplication form is submitted, and the policy number is added later after theapplication is processed. The policy number is not a required property for theapplication form document type.

You can also reuse document types that were imported into the developmentenvironment from the IBM FileNet P8 domain where you will be deploying thissolution into production. You cannot modify reused document types and they arenot re-created during solution deployment.Related tasks:“Adding and reusing properties” on page 3You define properties, such as names or dates, at the solution level and reuse themin any case type, document type, task, or step in that solution.

Adding and modifying case typesCase types identify the tasks, content, processes, and views that are required tomanage the case.

About this task

For example, a solution for a human resources department might include a casetype for new hires, a case type for retirement, and a case type for resource actions.Each case type can have one or more tasks that must be completed to process andclose the case, such as reviewing a claim application or distributing a check for anapproved claim. Tasks include steps that appear as work items in case workerin-baskets. You design views to control what information case workers see whenworking on a case.

A solution can have one or more case types. You can add case types to a solution,or modify the existing case types. You can add case types by using the wizard orfrom a solution home page.

Procedure

To add or modify a case type:1. In the solution home page, click the Case Types tab.2. Add a case type, or select an existing case type to modify.3. Enter a name and description for the case type. If you are adding a new case

type, the Case type unique identifier value is updated as you enter the nameto create a unique identifier for the case type. You cannot change this value.However, you can change how it is displayed to case workers in the CaseManager Client by using IBM FileNet Enterprise Manager after the solution isdeployed to production.

4. Select the type of document that triggers a new case. For example, when a newclaim form document is added to the system, a new case starts to process theclaim.

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a. To copy matching document properties to case type properties, select Mapdocument type properties. For example, if a new claim form documentincludes the policy number, that policy number can be copied into thepolicy number property for the new case.

5. Optional: Select the Case Manager Client pages to display when a user adds acase, splits a case, or views a case. When you first create a solution, the onlyavailable pages are the default pages. After you deploy the solution to thedevelopment environment, you can use the Case Manager Client to add pagesfor the solution and return here to select a different page.

Restriction: If you add a new case type to a solution that was upgraded fromIBM Case Manager Version 5.0 without creating a Split Case page in the StepPages space, deployment will fail. Create a split case page, then add the splitcase page to the solution.

6. Optional: If you want to display a different Case Details page for a specificrole, add that role and select the page. When you first create a solution, theonly available page is Default Case Details page. After you deploy the solutionto the development environment, you can use the Case Manager Client to addpages for the solution and return here to select a different page.

7. Add properties, views, case folders, and tasks to the case type.8. Click Save. Case Manager Builder does not save your edits automatically as

you work. When you click OK to dismiss a dialog box or an editor view, yourselections are stored in memory. You must click Save to store your changes tothe solution definition file. You can click Save and Close to save and close thesolution, or Close. If you made changes and did not save you will have theopportunity to save or discard the changes before closing the solution.

9. Click Validate. The case type design is validated and a message is displayed inthe status bar. Correct any errors before proceeding.“Case types” on page 14Case types define the tasks, the necessary document types to support the task,the task steps, and the roles that must complete those steps to solve a businessproblem. The case type also includes properties that are displayed to caseworkers in views. Related case types make up a solution.“Designing views” on page 15Views define the information that is displayed to case workers, and how theinformation is displayed. You design the views that the case worker uses tocomplete a case in Case Manager Client. You determine the properties and thegrouping for the properties within a view.


Related tasks:“Adding and reusing properties” on page 3You define properties, such as names or dates, at the solution level and reuse themin any case type, document type, task, or step in that solution.“Creating a page in the Case Pages space” on page 75In the Case Pages space, you can create the following pages for a specific case typeor role: Case Details page, Add Case page, Split Case page, Case Details Formpage, Add Case Form page.

Customizing the case unique identifier prefixSee the IBM Case Manager Information Center for information about how you cancustomize the case ID to a more user friendly value to display in the CaseManager Client.

Case typesCase types define the tasks, the necessary document types to support the task, thetask steps, and the roles that must complete those steps to solve a businessproblem. The case type also includes properties that are displayed to case workersin views. Related case types make up a solution.

An example of case type is a loan application. A loan application case in the CaseManager Client contains detailed information such as correspondence, tasks,policies, and events that case workers or case teams collaborate on to resolve andclose that case. Case workers and case managers work together on cases.

For each case type you define the following data:

Case Type informationYou can define the case type name and the description for each case type.The system assigns a unique identifier for the case type.

PropertiesYou can assign properties to the case type, and you can decide whichproperties are displayed in the client views. You can assign existingproperties that were defined for the solution, or you can add newproperties.

Views The case views define the properties and their display order in the CaseManager Client. A single property can be used in one or more of the caseviews.

Case foldersYou can assign an empty folder structure to which the case workers canadd documents that are required to complete the case. Folders providelogical groupings for documents that are related to the case. You can createmore than one top-level folder, and you can create subfolders for anyfolder.

Folder names can contain 255 characters. The folder name cannot containthe following characters: \ * / < > : | ? "

Restriction: Character limits might vary depending on your language.

Tasks Each case type contains one or more tasks that can include a workflowprocess to complete that task. A task has one or more steps that must becompleted in order to complete the task. A case is not complete until allrequired tasks are completed or manually disabled.

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Related concepts:“Tasks in solutions” on page 18A case type contains tasks. A task has one or more steps that must be completed inorder to complete the task. A case is not complete until all required tasks arecompleted or manually disabled.Related tasks:“Adding tasks” on page 17A task consists of one or more steps, or a reused business process workflow. A casetype can have one or more tasks that must be completed by a case worker in theCase Manager Client to close the case.“Adding and reusing properties” on page 3You define properties, such as names or dates, at the solution level and reuse themin any case type, document type, task, or step in that solution.“Designing views”Views define the information that is displayed to case workers, and how theinformation is displayed. You design the views that the case worker uses tocomplete a case in Case Manager Client. You determine the properties and thegrouping for the properties within a view.


Designing viewsViews define the information that is displayed to case workers, and how theinformation is displayed. You design the views that the case worker uses tocomplete a case in Case Manager Client. You determine the properties and thegrouping for the properties within a view.

About this task

You can design views for each case type, depending on the information that caseworkers need to complete a case.

You can assign properties to these views:

Case SummaryUse the Case Summary view to define the properties that are displayed inthe Summary tab of the Case Information widget and in the Case Listwidget.

Case DataUse the Case Data view to define the property groups and the order forthe properties in the group. These properties and groups are displayed inthe Case Data widget.

SearchUse the Search view to define the properties that are available and theirdisplay order for building a search in the Search widget.

You can also assign a case property as the Case Title Property, which is then usedas the case title. The selected property must be of string data type and a singlevalue property. If not assigned, the Case Title Property is the Case ID by default. Ifyou created a solution in IBM Case Manager V5.0, you can assign a Case TitleProperty after you upgrade the solution. To upgrade solutions that you created inIBM Case Manager V5.0, open and save each solution in Case Manager Builder.



Procedure

To define the views for a case type:1. Click Views from the Case Type home page.

Option Description

Case Summary 1. If no properties are displayed in the listof available properties, click Propertiesand then add properties.

2. Roll the mouse over a property name todisplay the add button, and click Addthis property to the view.

The property name is moved to theProperties in the Case Summary View list.

Case Data 1. Roll the mouse over a property name todisplay the add button, and click Addthis property to the view.

The property name is moved to theProperties in the Case Data View list.

2. Optional: If needed, add groups for theproperties by clicking Add Group andentering a name for the group.

To reorder the selected properties ormove properties to another group, usethe arrow buttons to the right of aproperty name, or use the mouse to draga property to a new location.

Case Search 1. Roll the mouse over a property name todisplay the add button, and click Addthis property to the view.

The property name is moved to theProperties in the Search list.

2. To reorder the selected properties, usethe arrow buttons to the right of aproperty name, or use the mouse to draga property to a new location.

2. Click Save. Case Manager Builder does not save your edits automatically asyou work. When you click OK to dismiss a dialog box or an editor view, yourselections are stored in memory. You must click Save to store your changes tothe solution definition file. You can click Save and Close to save and close thesolution, or Close. If you made changes and did not save you will have theopportunity to save or discard the changes before closing the solution.

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Related concepts:“Summary view for the Case Information widget” on page 93You can configure the Case Information widget to display a summary of the caseproperties in Case Manager Builder.“Case List widget” on page 94You use the Case List widget to display the cases that are returned by a search.Case workers can select a case to view from the list.“Case Data widget” on page 83You use the Case Data widget to enable case workers to view and edit theproperty values for a case or for a work item.“Search widget” on page 105You use the Search widget to provide case workers with a way to search for casesbased on selected property values.

Adding tasksA task consists of one or more steps, or a reused business process workflow. A casetype can have one or more tasks that must be completed by a case worker in theCase Manager Client to close the case.

About this task

Instead of adding a new task, you can choose to create a task from a businessprocess workflow if your administrator has configured access to a business processmanagement system.

Tasks are shown in two views on the Tasks page: priority and sets. In the priorityview, the tasks are displayed with required tasks first, optional tasks next, anduser-created tasks last. In the set view, the tasks are displayed by whether tasks aremutually exclusive, all-inclusive, or neither.

Procedure

To add a new task:1. After you create a case type, open the Tasks page and click Add task > New

Task.2. On the General page, specify a name and unique identifier for the task. The

unique identifier is added to the name that you entered for the task.The name of a task must conform to the following rules:v Begin with an alphabetic character.v Can contain letters, digits, underscores, or spaces.v Maximum length 64 characters. Character limits might vary depending on

your language.v Not use F_ or two tilde (~) characters as the first two characters.v Be unique among workflow definitions in the production environment.

3. On the General page, define the behavior of the task:a. Define how the task will start by specifying Automatically, Manually, or If

user creates task. If you select If user creates task, the task is available inthe workflow as soon as a case is created in the Case Manager Client.

b. Optional: Add the task to a set. In the Add Task window, you can add thetask only to an existing set. You can create new sets in the Manage Setswindow or drag tasks around to different sets in the Tasks page.


Tasks can belong to a mutually-exclusive set, an all-inclusive set, or no set.

Mutually exclusive setIf the task is part of a mutually exclusive set, the user can completeonly one of the tasks in that set.

All-inclusive setIf the task is part of an all-inclusive set, the user must complete allthe tasks in that set.

4. On the Preconditions page, define any preconditions that are required beforethe task can start by clicking the Preconditions tab. You can have the task startwhen a document type is added to the case, or when a condition is met on aproperty. For example, you might require that a loan application document isadded to the case before the loan application task can start.

5. Optional: On the Design Comment page, add a design comment that explainsthe reasons this task was created, or what the imported process does, or how itworks with the solution, for example.

6. Click OK.

What to do next

To create steps for the task, click the Edit steps icon.“Tasks in solutions”A case type contains tasks. A task has one or more steps that must be completedin order to complete the task. A case is not complete until all required tasks arecompleted or manually disabled.“Task initiation” on page 20A case type can contain many tasks, and each task can be started by using oneof three methods. The decisions that you make when you design a task affectwhat a case worker can view and edit in Case Manager Client when the taskstarts.“Building workflows to complete tasks” on page 21You can define and connect steps in a workflow that case workers mustcomplete so that a task can be completed. The workflow automates the routingand processing of your case documents and case data for a specific businessprocess.

Related tasks:“Integrating business processes with IBM Case Manager solutions” on page 42If you have existing business processes in FileNet Business Process Manager orIBM Business Process Manager, or business rules in IBM WebSphere ILOG JRulesBRMS, you can integrate them into the solution that you create in IBM CaseManager. You use both Process Designer and Case Manager Builder to integratethe processes into a solution.

Tasks in solutionsA case type contains tasks. A task has one or more steps that must be completed inorder to complete the task. A case is not complete until all required tasks arecompleted or manually disabled.

Each task has roles that are associated with it.

Tasks can be grouped by sets: all-inclusive or mutually exclusive. Adding tasks toan all-inclusive set means that all tasks in that set must be completed. Adding

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tasks to a mutually exclusive set means that if you complete one task in the set,you cannot complete any of the others. A task can be included in only one settype.

You can specify that a task is required and must be completed, or that it isoptional. Tasks can be started manually, automatically, or when a user adds a taskfrom the Case Manager Client.

Required tasksTasks that are required for the case can be started automatically ormanually as soon as the case is created or after preconditions are met forthe task. For example, if the solution that you are designing is for creditcard disputes and one of the case types is for claims with supportingdocumentation, you can create a required task for a claim review as soonas supporting documentation for a claim is added to the repository.Required tasks are displayed first on the Tasks page.

Optional tasksTasks that are optional for the case can be started manually as soon as thecase is created or after preconditions are met for the task. For example, ifthe solution that you are designing is for automobile claims and one of thecase types is for automobile accidents, you can create an optional task for arental car that can be manually started. Optional tasks are displayedsecond on the Tasks page.

A user-created taskTasks that can be created or started manually by case workers after a caseis created. For example, if the solution that you are designing is forautomobile claims and one of the case types is for automobile accidents,you can create a manual task for a new claim form submitted by aninsurance agent. User-created tasks are displayed last in the Tasks page.

Tasks have different states that are displayed to the case worker in the CaseManager Client. A task that has met all of its preconditions is in the Ready state.Depending on how the task is defined it might require to be started manually bythe case worker.

In addition to task state, there is a case state. When all required tasks arecompleted the case is marked complete. After a task is started, it is in Workingstate and the task must be completed for the case to complete, even if the task wasinitially set as optional.

Preconditions

Each task can have preconditions that must be completed before the task can start.Tasks can start automatically after all preconditions are met or manually by a userafter all preconditions are met.

There are three types of preconditions for a task:

A document added to the caseYou can define a precondition that a document type must be added to thecase folder before the task can start. The document type can be one thatwas created for this case when building the solution or it can be anydocument type.

In addition, you can select that the document type can be added more thanonce to the case. Each time that a new version of the document type is


added, a new task gets created and associated with that document type.For example, if your task was to review an automobile accident claimestimate by selecting the Start task each time a document is added? checkbox, a new task will be added to the in-basket of the case worker to reviewthe claim estimate each time that a repair estimate document type wasadded to the case.

A property condition is metYou can build expressions containing case properties that must meet acondition or conditions. For example, you can build a property expressionthat contains the following conditions: one of the case properties mustequal a value, a second property value must be true, and a third propertymust begin with a value before the task can begin.

You can join the conditions by using the Boolean AND or OR operators.

The operators in the expression change depending on the property type.For example, a string property type has the operators equal, not equal,contains, starts with, and ends with.

If the case property has preset values, for example, true or false forBoolean properties, you can select only one of these values for thecondition. For date properties, you are given a date picker to select thevalue. For any properties that include a choice list, the preset values arepopulated from the choice list.

No precondition, start taskA task can have no preconditions, that is, no precondition must be met forthis task to start.

Restriction: After a solution is deployed, you cannot change tasks withpreconditions such as adding a document and redeploy the solution withouterrors. You can change a task with a property precondition, but ask your systemadministrator to run the precondition checker utility after redeploying the solution.Related reference:

Validating preconditions

Task initiationA case type can contain many tasks, and each task can be started by using one ofthree methods. The decisions that you make when you design a task affect what acase worker can view and edit in Case Manager Client when the task starts.

You can define the workflow for a task by using the Step Editor in Case ManagerBuilder. In the Step Editor, you select the case properties that are used asparameters for each step. The parameters determine what information the caseworker can view and edit for each step. The Step Editor automatically generatesthe values to be assigned to the step parameters after the processing of the launchstep completes. Case Manager Client uses these assigned values to synchronize thecase properties and step parameters.

The mapping of case properties to workflow fields determines the initial values ofthe step parameters when a task is started. When a task is started, the stepparameters are initialized with the case property values.

When a case worker starts a task, the Work Details page opens. Case ManagerClient populates the fields with the property values from the case instance. If a

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property value is null, Case Manager Client populates the field with theappropriate default value. For example, a null integer property is populated with a0.

Tasks that start automatically

You can define a task that starts automatically. Optionally, you can specify that thetask starts based on a precondition such as when an estimation document is addedto an insurance claim case. If you do not specify a precondition, the task startsautomatically when the case is created.

In Case Manager Client, a task that starts automatically does not open a WorkDetails page for the case worker to edit property values. Instead, the default valuesthat were set for the properties are used to start the task. The case worker cannotedit the property values until the task progresses to a step where the properties areavailable.

Tasks that start manually

You can define a task that a case worker starts manually. You can definepreconditions that must be met to put the task into Ready state. However, the taskdoes not start until the case worker decides to manually start the task.

In Case Manager Client, the user starts the task by selecting the task in the CaseInformation widget on the Case Details page and clicking Start. The default valuesthat were set for the properties are used. The case worker cannot edit the propertyvalues until the task progresses to a step where the properties are available.

Tasks that users create

You can define a task that starts when a case worker creates an instance of a task.As part of defining the workflow for this task, you specify parameters, such aspolicy number and accident details, for the launch step that map to the caseproperties.

In Case Manager Client, the case worker adds the task from the Case Details page.The launch parameters that you defined for the task are then displayed in the AddTask page for the case worker to edit. The system then updates the correspondingcase properties with the parameter values.

Building workflows to complete tasksYou can define and connect steps in a workflow that case workers must completeso that a task can be completed. The workflow automates the routing andprocessing of your case documents and case data for a specific business process.

About this task

You can build a workflow definition that consists of the following information byusing the Step Editor in Case Manager Builder:

Graphical mapThe graphical map shows the sequence of steps that must be completed forthe business process. Each step represents a specific action in the businessprocess.

SwimlanesEach task includes a System swimlane and an Undefined Participants


swimlane. The System swimlane contains system steps that are assigned toFileNet system processes, such as component steps and submap steps thatcan be created with Process Designer. Steps in the System swimlane cannotbe edited in the Step Editor, and you cannot add steps to the Systemswimlane. You cannot delete the System swimlane.

Each workflow contains a Launch Step in the Undefined Participantsswimlane. For tasks that start automatically or manually, you cannot editthe steps in the Undefined Participants swimlane. For tasks that are createdby the user, you can edit the steps in the Undefined Participants swimlane.For example, you can assign a workgroup to the Launch Step for the caseworker to assign the workgroup members.You cannot add steps to the Undefined Participants swimlane. SupportedSteps that were added to the workflow by Process Designer that do nothave a workgroup or role associated are shown in Undefined Participantsswimlane. You cannot delete the Undefined Participants swimlane.

Steps To create a step you must add it to a swimlane. Connectors set the routingbetween steps in the swimlanes. Connectors also have properties such asname, description, and condition. The step response can be used as aconnector condition.

After a step is initially assigned to a swimlane, you can move it to anotherswimlane only by updating the Swimlane step property. A step that youmove to a different swimlane retains all connectors.

You add details for each step, including who completes the step, whichattachments are required, what data is necessary, what responses theparticipant can choose, and other step properties.

To add data fields to a step, use Process Designer.

ConnectorsRouting logic specifies how work advances from one step to the next.Routing can branch based on the user responses that are defined for thestep or the routing might be straight from one step to the next. Routes cancross swimlanes to permit workers in different roles or workgroups tocomplete the steps.

You can also define the workflow for a task by reusing a business processworkflow from FileNet Business Process Manager or IBM Business ProcessManager.

Procedure

To build a workflow:1. From the Tasks page, click the Edit steps icon for a task.2. Optional: Click Manage Workgroups to add a workgroup that includes user

groups or roles. You must create a workgroup before creating a workgroupswimlane. A case worker can specify the workgroup members later.

3. From the Palette, add swimlanes.v To create a swimlane for a specific role that is defined in this solution, drag

Role Lane to the canvas.v To create a swimlane for a specific workgroup, drag Workgroup Lane to the

canvas.

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By default, roles and workgroups are assigned to swimlanes in alphabeticalorder. You can change the role or workgroup for a swimlane in the RoleProperty or Workgroup Property section.

4. To create a new step, drag Step to the selected swimlane in the canvas.5. Select the step and specify properties for the step in the Step Properties

section, then click OK. You can specify a step name, description for the step,the instructions that are displayed to the case worker for this step, a deadlinefor completing the step, case worker responses to the step, and other stepproperties.You can also specify the case properties, attachments, or data fields, and theworkgroup that the step is assigned to, in the Step Properties section.

6. Create routes in the workflow from one step to another. You can define a name,description, or condition for each connection.

7. To save the values for the step, route, or swimlane, click OK To discard anyvalues that you entered since the last time that you clicked OK, click Cancel

8. Click Validate. The steps and routes are validated and a message is displayedin the status bar. Correct any errors before proceeding.

9. To save the task and solution, click Save.“Adding a workgroup to a task”Workgroups provide a way to assign work to particular users. A case workerdefines the users or groups in the workgroup in the Case Manager Client.“Adding attachments to a task” on page 25You can add attachments to tasks for the documents that a case worker needsfor completing a task. For example, a case worker might need a claimapplication document, a policy document, and damage photographs to processan insurance claim.“Adding a swimlane to a task” on page 26You add swimlanes to a task to divide the work among roles and workgroups.You add steps to swimlanes.“Adding a step to a task” on page 27You can add steps or stub steps that must be completed to complete the task.“Creating routes in a workflow” on page 35To create routes in a workflow, you draw connectors between steps that definethe order in which steps must be completed.“Adding workflows that are not associated with tasks” on page 41If you want to include a workflow that does not require action by a caseworker, you can add a workflow in your case type that is not associated with atask.

Related concepts:“Route validation rules for a workflow” on page 36The steps and routing in a workflow must be valid before you can deploy thesolution. When you are connecting steps, follow the route validation rules toensure that your workflow is valid without route errors.Related tasks:“Adding a FileNet Business Process Manager process as a task” on page 43You can create a task for a case type from a FileNet Business Process Managerworkflow.“Adding an IBM Business Process Manager process as a task” on page 45You can create a task for a case type from an existing IBM Business ProcessManager workflow.

Adding a workgroup to a task:


Workgroups provide a way to assign work to particular users. A case workerdefines the users or groups in the workgroup in the Case Manager Client.

About this task

Before you add a step that must be completed by members of a specificworkgroup, you must have a step for a case worker to add users to theworkgroup. You can create a separate step or you can add the action to edit theworkgroup to the Launch step for the task. You can also use Process Designerinstead of Step Editor to add a workgroup to a step.

Procedure

To add a workgroup to a task:1. Click Manage Workgroups, then click Add Workgroup.2. Provide a prompt for this workgroup. A prompt is displayed in Case Manager

Client to remind the case worker to add members to the workgroup.3. Click OK.4. Click Close.5. Identify the step in your process that must be assigned to a workgroup.6. Add the step for the workgroup to complete:

a. Add a workgroup lane for the new step. If there is more than oneworkgroup defined, click the pencil icon to edit the workgroup name.

b. Add a step to the lane.c. In the Step Properties section, set the properties as needed for this step.d. Click OK. Then, click Close.

7. Add a connector from the Launchstep or the other step where the workgroupmembers are assigned to the step that the workgroup must complete.

8. Click Apply.“Adding a step to assign workgroup members”If you include a workgroup in a task, create a step for the case worker to assignmembers to the workgroup.“Assigning members to a workgroup in the Launch step” on page 25If you include a workgroup in a task, you can have the case worker assignmembers to the workgroup in the Launch step.

Adding a step to assign workgroup members:

If you include a workgroup in a task, create a step for the case worker to assignmembers to the workgroup.

Before you begin

Before you add a step that must be completed by members of a specificworkgroup, you must have a step for a case worker to assign users to theworkgroup.

Procedure

To add a step to assign workgroup members:1. Add a lane for the new step. Do not create a workgroup lane for the

workgroup that must be assigned. This step must be completed by users who

24 User's Guide

are assigned to a role or by users who are assigned to a workgroup thatalready has members. That is, there must be a known user who can completethis step. The case worker is prompted to assign a user or group to theworkgroup when the work item is opened from the in-basket.

2. Add a step to the lane.3. In the Step Properties section, select a workgroup from the list.4. Ensure that Read and Write is selected.5. Click OK.

Results

The case worker is prompted to assign a user or group to the workgroup when thetask starts.

Assigning members to a workgroup in the Launch step:

If you include a workgroup in a task, you can have the case worker assignmembers to the workgroup in the Launch step.

About this task

Before you add a step that must be completed by members of a specificworkgroup, you must have a step for a case worker to add users to theworkgroup. You can add the action to edit the workgroup to the Launch step forthe task.

Restriction: You can edit the Launch step properties only for a task that startswhen a user creates a task.

Procedure

To assign members to a workgroup in the Launch step:1. Click Launchstep in the Unidentified Participants lane.2. In the Step Properties section, select a workgroup from the list.3. Ensure that Read and Write is selected.4. Click OK.

Results

The case worker is prompted to assign a user or group to the workgroup when thetask starts.

Adding attachments to a task:

You can add attachments to tasks for the documents that a case worker needs forcompleting a task. For example, a case worker might need a claim applicationdocument, a policy document, and damage photographs to process an insuranceclaim.

About this task

In Case Manager Builder, an attachment is the designated location where userswho work in Case Manager Client can attach documents.


For example, for the case worker to view the claim application document, a policydocument, and damage photographs, each of these document types must be addedto the task as an attachment. The claim application document attachment and thedamage photographs documents might be set to read and write so that the caseworker can update them, while the policy document attachment is set to read only.

If you define a precondition to start the task when a new document is added tothe repository, you can designate that document as the Initiating Attachment. If noinitiating attachment is specified, then the precondition will still start the task, butthe precondition document value will not be set in the attachment field.

Procedure

To add an attachment to a task:1. Click Manage Attachments.2. Click Add Attachment.3. Enter a name and prompt for the attachment. The prompt is displayed in the

Case Manager Client to provide a brief hint to the case worker about thedocument.

4. Optional: If a document precondition is set, select an Initiating Attachment forthe document that initiates the task.

5. Click OK and then lick Close.

Adding a swimlane to a task:

You add swimlanes to a task to divide the work among roles and workgroups. Youadd steps to swimlanes.

Before you begin

Before you can add a workgroup swimlane you must create one or moreworkgroups.

Procedure

Drag a role or workgroup swimlane to the canvas. A new swimlane automaticallytakes the name of an existing role or workgroup. You can change the role orworkgroup by editing the swimlane properties.

Results

You can add steps to the new swimlane.“Swimlanes”You can divide the work that is required to complete a task among differentroles or workgroups by creating swimlanes.

Related tasks:“Adding a workgroup to a task” on page 23Workgroups provide a way to assign work to particular users. A case workerdefines the users or groups in the workgroup in the Case Manager Client.

Swimlanes:

You can divide the work that is required to complete a task among different rolesor workgroups by creating swimlanes.

26 User's Guide

A swimlane is a partition in the Step Editor canvas that organizes the role orworkgroup responsible for a step. You can drag and drop steps only to a role orworkgroup swimlane in the canvas. After a step is first assigned to a swimlane,you can move it to another swimlane only by updating the Swimlane stepproperty.

You can add two types of swimlanes to the canvas: role lanes and workgrouplanes. You can assign any role that is defined in the solution to a role lane. Anysteps added to a role lane are assigned to case workers in that role. You can addworkgroups in Manage Workgroups. Any steps that are added to a workgrouplane will be in the personal in-basket for users that are assigned to that workgroup.

The following table describes the differences between a role and a workgroup.

Table 3. Differences between roles and workgroups

Roles Workgroups

Roles are created at the solution level andcan be reused for more than one task or casetype.

Workgroups are created at the task level andare not shared among tasks. If you want toreuse a workgroup name, you must createthe workgroup manually in each task.

Each role is assigned an in-basket at thesolution level.

Workgroups do not have in-baskets. Workassigned to workgroup members is located inthe personal in-basket for the member.

The Process Engine creates a work queue foreach role in the solution.

Workgroups are not assigned to a queue.Each member of the workgroup receives thework item. When a work item (step) isassigned to a workgroup to complete, allmembers of the work group must processand complete the item.

Adding a step to a task:

You can add steps or stub steps that must be completed to complete the task.

Before you begin

Before you can add a step to a task, you must add one or more swimlanes.

Procedure

To add a step to a task:1. Drag a step or stub step to a swimlane in the canvas.2. Specify the step properties, such as name, description, deadline, workgroups,

and so on.“Steps” on page 28Steps are the actions in a workflow that must be completed for a task. You cancreate and edit steps, assign the steps to be completed by a role or workgroup,and connect steps into a workflow.“Assigning properties to a step” on page 31You can assign properties, such as name, responses, or a role, to a step for acase worker to complete.“Mapping step properties to a case folder” on page 32You can map step properties to a case folder instead of to a workflow.


“Assigning values after a step is completed” on page 32To specify values to assign to step properties when the step is completed, editthe step in Process Designer.“Adding data fields that can receive values after a step is completed” on page33You can add data fields to a step, then assign values to the data fields after astep is completed.“Adding steps in Process Designer to integrate into tasks” on page 33FileNet P8 Process Engine supports extended workflow features that the CaseManager Builder does not support. You can edit your solution workflows inProcess Designer, and later continue working in the Step Editor.“Adding a custom page to a step” on page 34Instead of displaying a default page to the case worker, you can create custompages to display in Case Manager Client and assign the custom page to thesteps in your workflow.

Related tasks:“Adding a swimlane to a task” on page 26You add swimlanes to a task to divide the work among roles and workgroups. Youadd steps to swimlanes.

Steps:

Steps are the actions in a workflow that must be completed for a task. You cancreate and edit steps, assign the steps to be completed by a role or workgroup, andconnect steps into a workflow.

Case workers see steps as work items in the Case Manager Client.

For each step, you can define properties such as:v A description of the work item.v Instructional text for the case worker to complete the work item. Case workers

can click View Instructions in their toolbar to view these instructions.v Responses that the case worker can choose for the work item. For example, you

can define responses such as approve or reject.v Whether the work item can be reassigned by a case worker to another case

worker. If you select false, the case worker cannot reassign the step.v A deadline for completing the work item.

A step can include an event with a condition, a deadline, or an action that a userwith a specific role must complete. A step can depend on the completion of prioror concurrent steps.

A step can be required. The action resulting from a step can be a process, anotification, or other action. An action can have a deadline with different results ifthe deadline is met or not met.

A stub step is a placeholder for a step that must be further defined in ProcessDesigner. You can specify the name and description for a stub step, then adddetailed properties in Process Designer. Properties that you add to a stub step inProcess Designer are not displayed and cannot be edited in Step Editor. You canadd a stub step only to the system swimlane. You can validate and deploy aworkflow with a stub step that does not yet include detailed properties defined inProcess Designer.

28 User's Guide

Step parameters

You can also set parameters in the Step Properties section for case properties,workgroups, attachments, or data field.

Case PropertyFor each step, you can assign case properties that can be read-only or canbe viewed and modified. You cannot add new case properties from theStep Editor. You can assign only properties that are added for this casetype.

WorkgroupFor each step, you can assign a workgroup that the step belongs to. Addnew workgroups by clicking Manage Workgroups.

Workgroups provide a way to assign work to particular users instead of toany user in a role. The users or groups in the workgroup are defined in theCase Manager Client. When users are processing a work item, they will seethese workgroups in the Case Data widget and will be able to select usersand groups to assign to the workgroup. For example, you might have aworkgroup named Reviewers, but you will not know who the reviewersare when you are designing the solution. Instead, it is a decision made bythe case worker in the Case Manager Client. When the case worker viewsthe case in the Case Data widget, he or she can assign users to theReviewers group.

AttachmentSelect which document is available for a case worker when processing thestep. Add new attachments by clicking Manage Attachments.

You specify only a name for the attachment that acts as a placeholder orvariable for the actual attachment. The actual attachment is defined as aworkflow property in Process Designer.

Data FieldProperties created in the Process Designer. These properties are read only.

Expressions

You can build expressions to evaluate conditions for routing decisions inProcess Designer. The Step Editor only creates and edits routing based onresponses. You can also use expressions to update property values.

You can use Expression builder to define case properties in workflowexpressions such as step parameters, route conditions, or assignments. Forexample, you can specify F_CaseFolder.SolutionPrefix_AccountNumber fora step parameter expression.

Other types of steps

Depending on your business requirements, you can add more complex steps. Youcan add system steps, task steps, submap steps, or component steps by usingProcess Designer.

System stepsYou can create system steps and edit the properties for system steps inProcess Designer. These steps include one or more FileNet systemfunctions. System steps are displayed as read-only steps in the System lanein Step Editor.


Task stepsYou can create task steps and edit the properties for task steps in ProcessDesigner. When you create the step in the Process Designer, you mustassign the steps to the step processor for your solution. For example, selectthe solution_prefix_CmACMStep_DEFAULT_PAGE processor.

Tip: To quickly add a new step, copy an existing step that was created inCase Manager Builder and change the step name and the user or queuethat the step is assigned to.

Submap steps

You can create and edit submaps in Process Designer. A submap steprepresents a call from the current workflow map to another map in thesame workflow definition. Submap steps are displayed as read-only stepsin the System lane in Step Editor.

When you create steps in the submap in the Process Designer, you mustassign the steps to the step processor for you solution. For example, selectthe solution_prefix_CmACMSTEP_DEFAULT_PAGE processor.

Tip: To quickly add a new step to a submap, copy an existing step thatwas created in Case Manager Builder to the sub map and change the stepname and the user or queue that the step is assigned to.

Component stepsYou can create component steps and edit the properties for componentsteps in Process Designer. These steps route work to operations in customJava or Java Message Service (JMS) components. Component steps aredisplayed as read-only steps in the System lane in Step Editor.

When a solution is edited in the Process Designer, resources from theisolated region are not available for use because the region might not becreated yet in the IBM Case Manager offline template model. If you wantto refer to the CE_Operation component from a component queue step in aworkflow definition originating from Case Manager Builder, register theCE_Operations component queue first.

Remember: Designing solutions is done offline and you will not see anycomponent queues, including the CE_Operations component queue.

Optional step properties

Depending on your business requirements, you can specify optional properties fora step.

Data fields

You can create and edit data fields in Process Designer. Data fields that areexposed on a step are displayed as read-only items for the Parametersproperty for a step in Step Editor.

AttachmentsStep Editor supports only attachment arrays. You can add individualattachments by using Process Designer.

ToolTipsYou can create and edit tool tips for the in-basket filter in Process Designer.However, if you open the solution in Case Manager Builder your tool tipsare overwritten.

30 User's Guide

Task independenceEach task is independent of other tasks in Case Manager Builder:v Tasks do not share case data or attachments. The solution properties and

document types are templates that can be shared by tasks, but the casedata and documents in a running task (case work item) are not inheritedor shared with another task.

v The steps in one task cannot wait for steps in a different task tocomplete.

v A task cannot create another task.Related concepts:“Roles in solutions” on page 7You define roles at the solution level. You then associate roles with tasks. Youassign users and groups to roles in the Case Manager Client to specify which userscan access a particular task or step.

Assigning properties to a step:

You can assign properties, such as name, responses, or a role, to a step for a caseworker to complete.

About this task

Important: For a case worker to view or edit the value of a property, includingproperties that are assigned to an in-basket, you must add the property to the casetype and to a specific step for the case worker.

If you assigned a default value to a property for a solution or for a case, thedefault value is used for the step property value when a new case starts. You canassign properties for the Launch Step only if the task is defined to start when auser creates the task.

Restriction: You can specify only name and description for stub steps in StepEditor. Use Process Designer to add other properties to stub steps.

Procedure

To assign a property to a step:1. In the Step Editor, click the step.2. In the Step Properties section, specify the name of the step, a description, and

any instructions for the case worker.3. Select a response from the menu. You can add responses by clicking the Edit

icon (...).4. Select whether the task can be reassigned to another case worker from the

menu.5. Specify a deadline for the step by clicking the Edit icon (. . . ). You can specify

the deadline in minutes, hours, days, or weeks, and specify that a reminderwill be sent before the deadline.

6. Specify case properties, workgroups, attachments, or data fields by clicking theEdit icon (. . . ) next to the selected field:a. Select the case properties, workgroups, attachments, or data fields to assign

to the step.b. Set the read and write option for each case property, workgroup, or

attachment. The Read and Write option is selected by default, and the case


worker can edit the property value. Select Read only to prevent the caseworker from changing the property value.

c. Click OK.7. Select the page layout, a swimlane, and split and join operators. If you need to

move a step from one swimlane to another, change the swimlane property.8. Click OK. Then, click Save.

Mapping step properties to a case folder:

You can map step properties to a case folder instead of to a workflow.

About this task

Step properties that are added to a workflow step in Case Manager Builder map tothe case folder. Step properties that are added to a workflow step in ProcessDesigner map to the workflow. You can map step properties to the case folderinstead of to the workflow in Process Designer, so that the step properties aredisplayed for the step in the work item in Case Manager Client.

Procedure

To map step properties to a case folder:1. In Process Designer, open your solution.2. Select the case type.3. Select the task.4. Add a step, and assign the step to a role, workgroup, or participant.5. Assign the step processor by choosing General > Step Processor >

case_prefixCmAcmSTEP_DEFAULT_PAGE.6. Select the case parameters by choosing Parameters > Available Parameters,

selecting the parameters, and moving the parameters to Selected Parameters.7. For each selected parameter, change the access rights to Read.8. Click the Modify icon.9. For each step parameter, select Build Expression.

10. Select Guid Fields, then click Clear.11. Select F_CaseFolder, the read-only property, and click Insert.12. Click OK.13. Change Access Rights back to Read/Write.14. Validate the workflow.

Assigning values after a step is completed:

To specify values to assign to step properties when the step is completed, edit thestep in Process Designer.

About this task

When you add a step in Case Manager Builder, the values for the associated caseproperties are updated when the step is completed. If you add a step in ProcessDesigner you must also specify the values for the associated case properties.

32 User's Guide

Procedure

1. Select the step in Process Designer2. Click Assignments and select After Completion.3. Select the step property and then Build Expression.4. In the Category menu, select Guid Fields.5. Select the F_CaseFolder Guid field, then select the case property and click

Insert.6. Click OK.7. Validate the workflow.

Results

Values are assigned to step properties after the step is completed.

Adding data fields that can receive values after a step is completed:

You can add data fields to a step, then assign values to the data fields after a stepis completed.

Procedure

To add data fields that can be assigned values after a step is completed:1. In Process Designer, open your solution.2. Select the case type.3. On the Workflow Properties page, select Data Fields and create new data

fields for your steps.4. Select a role step, then click the Parameters tab.5. Select parameters from the Available Parameter column and move them to

the Selected Parameters column.6. On the Assignments page, select After Completion.7. Add the new data fields to the Field Assignments by selecting a data field in

the Name column, then select or specify an expression.8. In Expression Builder, set a value, expression, or function for the field.9. Select Functions, then enter a value, an expression, a function, or another

field.10. Click Insert.11. Click OK.12. Validate the workflow.

Results

The new data fields are available in the step when opened in Case ManagerBuilder. When the step completes, the value of the data field is updated.

Adding steps in Process Designer to integrate into tasks:

FileNet P8 Process Engine supports extended workflow features that the CaseManager Builder does not support. You can edit your solution workflows inProcess Designer, and later continue working in the Step Editor.


About this task

Restriction: Do not open your solution in Case Manager Builder at the same timethat you open the workflow in Process Designer. Never open the PE Configurationfile or the XPDL file in another application when the solution is open in CaseManager Builder.

Procedure

To add steps in Process Designer:1. In Workplace XT, click Tools > Advanced tools > Process Designer.2. Click File > Solution > Edit.3. Browse to case_manager_design_object_store_name > IBM Case Manager >

Solutions > solution_name > Solution Definition.4. If the solution has more than one case type, select the case type from the Case

Type Selection dialog box.5. If the solution has more than one task, click View > Workflow > task name.6. Add or edit steps as required for your business requirements.7. Click Validate.

Tip: The Step Editor validates the workflow against the configuration file butdoes not check validation with the Process Engine region. For best results,always validate your workflow in Process Designer for a thorough validation.

8. To save and close the file, choose File > Solution > Save and close .9. Exit Process Designer.

10. Optional: Review the task in Case Manager Builder.

Adding a custom page to a step:

Instead of displaying a default page to the case worker, you can create custompages to display in Case Manager Client and assign the custom page to the stepsin your workflow.

About this task

By default, each case worker sees the default page in Case Manager Client forworking with a step. You can create custom pages to display other informationinBusiness Space powered by WebSphere and assign the pages to steps.

Procedure

To add a custom page to a step:1. Create the custom step page.

a. In the Solutions page, click Deploy.b. After the deployment completes, click Test. Case Manager Client opens.c. Select your solution in the toolbar and click New page.d. Edit the page contents. See the Case Manager Client Help for details.

2. Open the solution for editing in Case Manager Builder, and open the task inthe Step Editor.

3. Select the step to display the Step Properties.4. Select the custom page from the PageLayout menu. The unique identifier for

the page is displayed in the PageLayout field.

34 User's Guide

Creating routes in a workflow:

To create routes in a workflow, you draw connectors between steps that define theorder in which steps must be completed.

Procedure

To create a route in a workflow:1. Click the Connector icon in the Palette. Clicking the Connector icon enables

drawing connectors. Click it again to disable drawing.2. Move the cursor to the first step in the route. The cursor changes to cross hairs

when the connector tool is selected and the cursor is over the canvas.3. Click the first step in the route, drag the cursor to the second step, and release

the button when the second step is highlighted in blue. A connector is addedbetween the two steps. The arrowhead on the connector indicates the directionthat the route takes from step to step and the order of the steps.

4. Optional: Specify properties for the connector, such as a name, select a responseif the start step was configured with responses, then click OK. The response isdisplayed for the connector label in the canvas.“Splitting and joining a task route”Most workflows require branching at various points as the result of a responsemade by a participant. You use a split to start the branching and a join to bringthe work back into a single path at the end of all the true routes.“Route validation rules for a workflow” on page 36The steps and routing in a workflow must be valid before you can deploy thesolution. When you are connecting steps, follow the route validation rules toensure that your workflow is valid without route errors.“Sample routes for a workflow” on page 38Routes between the steps in a workflow definition specify how work progressesfrom one step to the next.

Splitting and joining a task route:

Most workflows require branching at various points as the result of a responsemade by a participant. You use a split to start the branching and a join to bring thework back into a single path at the end of all the true routes.

About this task

You can select AND to assign an AND-split, select OR to assign an OR-split, orselect AUTO to assign the default NONE-split. When you validate the workflow,the system determines the appropriate split type for the AUTO-split based on thesteps in the route. That is, the system determines if an AND-split, an OR-split, or aNONE-split is appropriate based on the entire workflow.

Remember: For each AND-split step, there must be one AND-join (collector) step.By default, each step has as an OR-join defined.

Procedure

To create splits and joins for step routes:1. Create and name the split step.2. Add one or more responses to the step. For example, assign Yes and No as

responses for a step that has two alternate routes.


3. Assign the type of split to the step: OR, AND, or AUTO.4. Add steps as needed. A branch can contain multiple steps. You must return

from an AND-split with a collector step.5. Create a connector for the route from the split step to the next step.6. In the Connector Properties section, assign a name and responses for the

route.7. Create and name a collector step for the route for each join.8. Assign the type of join for the collector step.9. Click Validate to validate the steps.

10. Click Save to save the step changes for the case type.

Route validation rules for a workflow:

The steps and routing in a workflow must be valid before you can deploy thesolution. When you are connecting steps, follow the route validation rules toensure that your workflow is valid without route errors.

In the following diagrams, each step is represented with a circle and each route isrepresented with an arrow. The arrow indicates the direction of the stepprocessing. The diagrams are simplified versions of how a workflow map looks inthe editor.

The following route rules are enforced during workflow validation:

The workflow starts at the launch step; all steps must be reachable from thelaunch step.

Your map must include connectors between steps, and the direction of theroute must be consistent.

The following illustration shows an invalid map with steps that cannot bereached:

In the illustration, two steps cannot be reached:v The step at the lower left is not connected by any routev The route from the last step on the right goes in the opposite direction

of the rest of the route flow, and the step could never be reached.

Maps must be properly and fully nested with regard to AND-splits andAND-joins, which means that all of the following conditions must be true:

v For each AND-split step, there must be one AND-join (collector) step.The AND-join step can immediately follow the AND-split step, or therecan be one or more steps in between.The following illustration shows a valid map with all routes from a splitmeeting at a join step:

Launch

Figure 1. An invalid map with steps that cannot be reached

36 User's Guide

In the illustration, all three routes from the split meet at the join step.v All paths from the AND-split step can meet at the AND-join step, or one

or more paths can end, that is, stop without going to the AND-join step.A path is defined as a sequence of contiguous routes that can befollowed between a set of steps.The following illustration shows a valid split with one path terminatedbefore join step:

In the illustration, one path from the split step ends at step A, but thepaths with steps B and C proceed to the collector step (join). Note that atleast one path from the split step must go to the join step.

v A path that passes through an AND-split step cannot return to that stepwithout first passing through the corresponding AND-join step.The following illustration shows an invalid route with one pathreturning to the split step:

Split Join

A

B

C

Figure 2. A valid map with all routes from a split meeting at a join step

Split Join

A

B

C

Figure 3. A valid split with one path terminated before the join step

Split Join

A

B

C

Figure 4. An invalid route with one path returning to the split step


In the illustration, the cycle from step C back to the split step is notvalid. Any path from step C must pass through the join step.

v A path that passes through an AND-join step cannot return to that stepwithout first passing through the corresponding AND-split step.The following illustration shows an invalid route that passes onlythrough the join step:

In the illustration, the route from step D goes to the join step withoutpassing thru the split step, and the cycle from step D to the join step isnot valid. To create a valid cycle, the path must first pass through thesplit step.

v All paths that pass through an AND-join step must first pass throughthe corresponding AND-split step.

In the illustration, the path from step D is not valid because it did notfirst pass through the split step.

Sample routes for a workflow:

Routes between the steps in a workflow definition specify how work progressesfrom one step to the next.

Except for the last step on the map, every step has one or more routes leadingfrom it. The following diagrams illustrate simple routes.

Always true

Split Join

A

B

C

D

Figure 5. An invalid route from step D that passes only through the join step

Split

Join

A

B

C

D

Figure 6. An invalid route connecting directly to join step without passing through split step

38 User's Guide

Only the most simple workflows proceed linearly from one step to thenext. In the illustration in the workflow route, each route is “always true”because there are no conditions to test.

Tip: If you define a response for the only route from a step and thecondition does not evaluate to true when the step completes, the workflowor the specific branch of the workflow stops.

Route with an OR condition

LaunchStep

Edit

Review

Publish

Figure 7. Route with no conditions


Most workflows require branching at various points as the result of aresponse made by a participant. In the illustration about the routecondition, the route from the launch step is always true. The route fromthe Eval step depends on the value of a response by the participant at theEval step. Only one of the routes is taken.

For example, if the Eval step requires the participant to respond bychoosing either "OK" or "No," you can define two routes from the step: oneroute for the OK response and one for the No response. This type of step iscalled an OR-split.

Restriction: Process Designer supports expressions based on propertyvalues for a split, but Case Manager Builder does not support expressionsfor evaluating a step.

Route with an AND condition

LaunchStep

Accounting[1] OK

Eval[2] No

Letter

Figure 8. Route with an OR condition

40 User's Guide

When there are multiple routes from a step and more than one of thoseroutes can evaluate to true, then work can continue down multiple pathssimultaneously. The work proceeds along all true routes.

In the illustration about AND conditions, the Write step uses an AND-split.The route to Graphics is always true, and the Start review path and theRequest graphics path are both processed. The Start review step is anOR-split that processes either Review A or Review B. The case worker seesthat there are two separate work items: one for Graphics and one for eitherA or B.

To create a valid map, you must define a collector step that brings thework back into a single path at the end of all the true routes. In thisillustration, the Edit step is the collector step and is an AND-join.

The processing waits just before the collector step (Edit) until all of thechild processes reach this stage.

Adding workflows that are not associated with tasks:

If you want to include a workflow that does not require action by a case worker,you can add a workflow in your case type that is not associated with a task.

Write

Start review

Graphics

Review B Review A

Edit

Request graphic

Request edit

Request edit

Request edit

B A

Figure 9. Route with an AND condition


About this task

You can add a workflow to complete a task, or reuse a workflow from a businessprocess management system. You can also add a workflow that does not apply to aspecific task in the case type. For example a task workflow might call or createanother workflow, or inherit another workflow.

You can include system functions such as WaitForCondition in which oneworkflow calls another workflow that contains information that the first workflowrequires for processing steps. The workflow called or created must not be createdin the solution collection. You cannot add or edit such a workflow by using CaseManager Builder. Instead, you add or edit this workflow by using ProcessDesigner.

Procedure

To add a workflow that is not associated with a task:1. In Process Designer, add a new workflow by clicking File > Insert > New

Workflow.2. Specify a name for the workflow on the General page under the Workflow

tab.3. Define the new workflow according to your business requirements. For

example, add a system step that creates the new workflow in the callingworkflow, specify the new workflow as the base workflow in anotherworkflow, or have a task create and then wait for the new workflow.

4. Validate the workflow collection.5. Insert the workflow into the solution by clicking File > Solution > Edit. Then,

select the solution definition.6. Select the case type.

Important: Do not select the solution workflow collection.7. Click File > Insert > Workflow from Repository.8. Do not select to update the base workflow class.9. Edit the task and workflows according to your business requirements.

10. Validate and save the solution.

Integrating business processes with IBM Case Manager solutionsIf you have existing business processes in FileNet Business Process Manager orIBM Business Process Manager, or business rules in IBM WebSphere ILOG JRulesBRMS, you can integrate them into the solution that you create in IBM CaseManager. You use both Process Designer and Case Manager Builder to integratethe processes into a solution.

About this task

You can integrate business process management process into a solution that wascreated in IBM Case Manager V5.0 after upgrading the solution. To upgradesolutions that you created in IBM Case Manager V5.0, open and save each solutionin Case Manager Builder.

“Adding a FileNet Business Process Manager process as a task” on page 43You can create a task for a case type from a FileNet Business Process Managerworkflow.

42 User's Guide

“Adding an IBM Business Process Manager process as a task” on page 45You can create a task for a case type from an existing IBM Business ProcessManager workflow.“Adding a task that runs an IBM Business Process Manager Advanced businessprocess” on page 46You can create a task in Case Manager Builder that runs as a business processon IBM Business Process Manager Advanced.“Adding business rules from IBM WebSphere ILOG JRules BRMS to a solution”on page 47You can add business rules to the steps of the workflow definition for a task,and then modify the business rules without modifying the workflow definition.

Adding a FileNet Business Process Manager process as atask

You can create a task for a case type from a FileNet Business Process Managerworkflow.

Before you begin

Before you can add an existing FileNet Business Process Manager workflow as atask, you must import one or more workflows into a global workflow processcollection for the solution by using Process Designer.

About this task

Important: You can change the selected process if you edit the task, but if youselect a different process you must map properties again.

Procedure

To add an existing workflow as a task:1. From the Tasks page, click Add Task > Add FileNet BPM Process.2. In the General window, specify the name, unique identifier, a description

(optional), define how the task starts, and assign the task to a set (optional).3. In the Preconditions window, define any preconditions that are required before

the task can start.4. In the Select Process window, select the workflow to reuse.5. In the Map Properties window, map process data fields to solution properties:

a. Select a process data field name from the reused workflow.b. Select a solution property name to map to the selected process data field

name. Property names must match the data type and number of values(single value or multivalue) of the selected data field. After selecting a datafield name, only valid matching properties are displayed in the Case typeproperty name menu.

c. To add the selected mapping to the property map, click the plus (+) icon.6. Optional: Click Finish or proceed to the final step.7. Optional: In the Design Comment window, add a design comment that

explains the reasons this task was created, or what the imported process does,or how it works with the solution, for example.

8. Click Finish.


Results

You can edit the task in Case Manager Builder, but you can edit the reused processonly in Process Designer.

“Importing an existing workflow into a solution”To reuse an existing FileNet Business Process Manager workflow as a task, firstimport the existing workflow into the solution.“Updating case property values in a reused process”You can update case property values as a workflow progresses.“Removing a reused process from a solution” on page 45You can remove a reused process from a solution by using Process Designer.

Related information:

Insert a workflow definition or scenario

Importing an existing workflow into a solutionTo reuse an existing FileNet Business Process Manager workflow as a task, firstimport the existing workflow into the solution.

Before you begin

Before you can import a workflow you, must have an existing solution with caseproperties and at least one case type.

Procedure

To import an existing workflow into a solution:1. In Process Designer, open a solution by choosing File > Solultion > Edit and

selecting a solution.2. In Case Type Selection, select Solution Workflow Process Collection.3. Choose File > Insert and select Local workflow or Workflow from repository.4. In the directory, browse to the workflow file that you want to insert.

Restriction: You must select a FileNet Business Process Manager workflowXPDL or PEP file. You cannot insert an IBM Case Manager case type XPDL file.You can also edit a workflow or insert a new workflow.

5. Choose to update the base work class of the imported workflow process.6. Validate the workflow collection.7. Save and close the solution.

Results

You can now reuse the workflow as a task in Case Manager Builder.

Updating case property values in a reused processYou can update case property values as a workflow progresses.

About this task

The global workflow collection contains workflow definitions that do not have areference to a case type class definition, so these workflow definitions cannotcontain expressions that reference case properties.

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Procedure

To update case property values:1. Insert submap steps into the global workflow definition at points where you

want to update the case properties.2. Create submaps in the global workflow definition. Any of the submap steps

can call the same submap, or each one can call a different submap, or both.

Removing a reused process from a solutionYou can remove a reused process from a solution by using Process Designer.

About this task

If you added a FileNet Business Process Manager process to a case type andsubsequently want to remove the process, you must remove it from the workflowcollection.

Procedure

To remove a reused process from a solution:1. Open the solution in Process Designer.2. Optional: If the reused process is the main workflow, set another workflow

definition as the main workflow by clicking Action > Set as Main Workflow.3. Select the workflow to delete by clicking View > Workflows > workflow name

and then selecting Action > Remove Workflow.

Adding an IBM Business Process Manager process as a taskYou can create a task for a case type from an existing IBM Business ProcessManager workflow.

Before you begin

Before you can add an IBM Business Process Manager process as a task, a processapplication of the same name must be associated with the solution, and you mustadd a case type to the solution.

Procedure

To add an IBM Business Process Manager process as a task:1. Open the solution that you want to add the task to in Case Manager Builder.2. On the Case Type page, click Tasks > Add Task > Add IBM BPM Process. If

Add IBM BPM Process is not available, then no process is associated with thesolution.

3. On the General page, specify the name, unique identifier, and a description(optional), define how the task starts, and assign the task to a set.

4. On the Preconditions page, define any preconditions that are required beforethe task can start.

5. On the Select Process page, select the process to reuse. The available processesdepend on the process application that is associated with the solution.

6. On the Map Properties page, map process data fields to solution properties:a. Select a process data field name from the reused process.


b. Select a solution property name to map to the selected process data fieldname. Properties must match the data type and number of values (singlevalue or multivalue) of the selected data fields. For example, stringproperties only match string data fields, and single value properties onlymatch single value data fields. After you select a data field name, only validmatching properties are displayed in the Property name menu.

c. To add the selected mapping to the property map, click the plus (+) icon.7. Optional: In the Design Comments page, add a design comment. For example,

the comment might explain the reasons this task was created, what theimported process does, or how it works with the solution.

8. Click Finish.

Results

Important: You can change the selected process if you edit the task later, but ifyou select a different process you must map properties again.

Adding a task that runs an IBM Business Process ManagerAdvanced business process

You can create a task in Case Manager Builder that runs as a business process onIBM Business Process Manager Advanced.

About this task

The business process is implemented as an external web service. The IBM CaseManager task uses the web service to integrate with the business process runningon Business Process Manager Advanced. The business process performs the workthat drives the outcome of the task.

Procedure

To add a task that runs a business process:1. In Case Manager Builder, create a case management solution and add the task

that runs the business process.Add the task to the appropriate case type in the same way that you add othertasks, except do not use the Step Editor to create steps for the task. Instead,create these steps by using Integration Designer.

2. In Integration Designer, use the external service wizard to create a web serviceto implement the case management task.In addition to creating the web service, Integration Designer updates thepartner link reference in the solution XPDL file. The partner link referenceidentifies the endpoints to the web service, which links the task and webservice.

3. Deploy the module that contains the web service to Business Process ManagerAdvanced in the development environment.

4. In Case Manager Builder, deploy and test your solution in the developmentenvironment.

5. Validate the task:a. Add a case of the case type that contains your task.b. Start the task.c. In Process Task Manager, expand the Component Managers node to ensure

that the component manager is started for the task.

46 User's Guide

6. Continue to edit your solution and business process until your businessrequirements are met.Use Case Manager Builder to update the case type and to test the changes.Use Integration Designer to update the business process. As you modify inputand output parameters, use the Edit Binding function to update the web servicewith the changes.

7. Deploy the web service module to Business Process Manager Advanced in thetarget environment, for example, to a test environment or a productionenvironment.

8. Deploy the solution to the target environment:a. Use FileNet Deployment Manager to create the solution definition for the

target environment.You must have a different FileNet P8 domain for each Business ProcessManager Advanced runtime server.You must update the PEPartnerLink attribute in the service data map withthe endpoint for the web service module on the production server.

b. Use the IBM Case Manager administration client to deploy the solution tothe target environment.

9. Use the administrative console of Business Process Manager Advanced to makechanges to the module properties.

What to do next

By default, the IBM FileNet P8 Component Manager service user credentials areused for authentication with a web service on Business Process ManagerAdvanced. If the web service requires different credentials, you must configure thecredentials in Process Task Manager.

If you have long-running business processes (macroflows) and you want toprovide Secure Socket Layer (SSL) support, you must do these tasks:v Configure SSL on the Application Engine server or Workplace XT server on

which the Component Manager is running.v In Process Task Manager, configure the listener URL for the Component

Manager with the HTTPS endpoint that is used to start the web service. Thisendpoint is sent in the WS-Addressing ReplyHeader element of the requestwhen a task initially invokes the business process.

Important: SSL support in the FileNet P8 environment is a system wideconfiguration that governs all web service traffic into Process Engine. Therefore,you must consider the ramifications on your overall system before you enable SSL.Related information:Specifying credentials for a web service

Adding business rules from IBM WebSphere ILOG JRulesBRMS to a solution

You can add business rules to the steps of the workflow definition for a task, andthen modify the business rules without modifying the workflow definition.


Before you begin

Before you can add business rules to a solution, you must install and configureIBM WebSphere ILOG JRules BRMS to use web services to generate a Web ServiceDefinition Language (WSDL) file that describes the interface for invoking thebusiness rule.

Before you add a business rule to a solution, review the rule and verify that therule has been deployed in IBM WebSphere ILOG JRules BRMS.

About this task

A business rule captures and implements business policies and practices. Forexample, a rule can enforce a business policy, or make a decision based on specificdata. For example, a business rule might trigger a fraud investigation if anautomobile insurance claim is filed by the driver of a sports car.

You can use rules software, such as IBM WebSphere ILOG JRules BRMS, toseparate the business rules from the process, which makes it easier for a businessanalyst to independently manage the process and the rules for the process, ratherthan modifying a workflow definition.

Procedure

To add business rules functions to a solution:1. Open the solution to which you want to add business rules.2. Add case properties, case types, tasks, steps, and roles as necessary for the

solution. Include properties that can be parameters for the WebSphere ILOGJRules BRMS rule in this solution. For example, an automobile insuranceclaims solution might have case properties that include Vehicle Year (integer),Vehicle Make (string), Policy Number (string), Claimant Age (integer), andPotential Fraud (Boolean). You might also add a role to associate with thebusiness rules.

3. Test and deploy the solution.4. In the WebSphere ILOG JRules BRMS Rules Studio, open the business ruleset

that includes the rules that you plan to use in the solution.5. In the Rule Execution Server, select and view the ruleset. Verify that the rules

are valid for your solution and that the rules are deployed in WebSphereILOG JRules BRMS.

6. Copy the URL for the Web Service Definition Language (WSDL) file byright-clicking Get HTDS WSDL for the latest ruleset version and selectingCopy link location. For example, the URL might be http://localhost:8080/DecisionService/ws/AutomobileFraudCheckRuleApp/1.0/AutomobileFraudCheck?WSDL.

Tip: You can save the URL in a text document. You will need the URL later.7. Define the partner link to the web service. A partner link consists of a name

and the WSDL URL for Invoke functions.a. Open the solution in Process Designer by clicking File > Solution > Edit >

solution definition and selecting your case type.b. Click Workflow Properties > Web Services > Partner Links.c. Specify a name for the partner link.

48 User's Guide

d. Select Invoke, which enables the WSDL URL field for editing, and pastethe WSDL URL into the WSDL URL field.

e. Click the Browse icon (...), which populates the available port types andselect the port type from the menu.

8. Add the following parameters to the workflow definition in Process Designerby clicking the Workflow Properties tab. Then, click the Data Fields tab.

iLogDecisionIDString.

iLogOutputString.

iLogRulesCountInteger.

The parameters are specific to WebSphere ILOG JRules BRMS and thereforeare not be included in your solution.

9. Create a system step to implement the rules:a. Add a system step to your solution workflow in Process Designer. You

might have created a stub step for this purpose in Case Manager Builder.b. Connect the final workflow step to the new system step.c. Specify a name for the step.d. Select the Invoke function from the Available Functions list and move it

to Selected Functions.e. In the Selected Functions, double-click Invoke to open the Invoke dialog

box.f. Click Messages. Then, select the partner link and the operation. The

incoming and outgoing parameters are automatically filled with the ILOGJRules rules parameters

g. For Outgoing Parameters, select the matching case property for eachparameter from the Expression menu.

h. For Incoming Parameters, select the matching data field for each parameterfrom the Field Name menu. You created the data fields in a previous step.You can also use a field assignment to assign values.

10. Validate, transfer, and check the workflow.11. In Case Manager Builder, click Manage Solutions and deploy the solution to

the development environment for testing.


Related tasks:

Rules integration using web servicesSee this information about how to integrate business rules with FileNet BusinessProcess Manager in the IBM FileNet P8 Version 5.1 Information Center.Related information:

IBM Case Manager and ILOG JRules Integration Hands-On LabSee this information about how to integrate business rules with IBM CaseManager.

Integrate IBM FileNet P8 BPM with IBM WebSphere ILOG JRules using WebservicesSee this information about how to integrate FileNet Business Process Managerbusiness rules in IBM developerWorks.

Patterns: Integrating WebSphere ILOG JRules with IBM SoftwareSee this information about how to integrate IBM WebSphere ILOG JRules BRMSbusiness rules in this IBM Redbooks publication.

WebSphere ILOG Business Rule Management Systems (BRMS) Best PracticesWebinar SeriesSee this information about IBM WebSphere ILOG JRules BRMS in this webinarseries.

Validating and testing your solutionBefore you deploy your solution into production, you can locally test it to verifythat the solution components are working correctly by deploying it into adevelopment environment.

About this task

You can view the solution deployment status in the solution summary view on theManage Solutions page.

If another user is editing the solution, a locked indicator is added to the solutionsummary and all actions are disabled for that solution.

Procedure

To validate and locally test your solution:1. Save your solution.2. From the Manage Solutions page, click Deploy in the solution summary to

deploy the solution to your project area. Deployment is a process that runs inthe background. You can work on other solutions while the solution is beingdeployed. The status in the solution summary will change to reflect thedeployment status.

3. If the deployment is successful, the Test button is enabled. Click Test and asample Case Manager Client will display your solution. When the solution isdeployed, the following three default spaces are created in Case ManagerClient:v Solution Spacev Case Pages Spacev Step Pages Spacea. Log in to the Case Manager Client.

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http://ausgsa.ibm.com/gsa/ausgsa/home/a/p/apiyer/web/public/IBM%20Case%20Manager%20ILOG%20Integration.pdf

Web services http://www.ibm.com/developerworks/data/library/techarticle/dm-1004filenetbpmjrules/index.html

Web services http://www.ibm.com/developerworks/data/library/techarticle/dm-1004filenetbpmjrules/index.html

http://www.redbooks.ibm.com/abstracts/sg247881.html

http://www-01.ibm.com/software/websphere/products/business-rule-management/webinar/best-practice/

http://www-01.ibm.com/software/websphere/products/business-rule-management/webinar/best-practice/

b. Click Manage Roles from the toolbar on the Work, Cases, or Case Detailspage to assign case workers to roles.

c. Open and complete a work item from the in-basket to verify that the pageworks correctly.

d. Verify that case types, tasks, and roles are created and working. To verifythat the other components in the solution work correctly, open and testother pages and cases. You can search for cases by going to the case pagesand searching for a case by date.

Tip: If the solution deployment fails, you will receive an error indicator thatyou can click to display all deployment errors that must be resolved.

What to do next

When you are ready to deploy the solution into a production environment, contactyour IT administrator. The IT administrator needs the name of the solution todeploy it into production by using the IBM Case Manager administration client.

If you are done testing this solution, and all other solutions in the project area, youcan click Reset Test Environment on the Manage Solutions page.

Attention: When you reset the project area, all deployed solutions are removedfrom that project area. Your solution definitions are not removed from the CaseManager Builder.Related tasks:“Managing roles” on page 115You can add users and groups to a role by clicking Manage Roles from the toolbaron some pages.


52 User's Guide

Modifying the default case management client application

When you first deploy a solution, IBM Case Manager creates a set of defaultspaces and pages. After testing that all spaces and pages work correctly, you canmodify the application. You can configure the application in the mashupenvironment by creating new spaces and pages. You can also add and configurenew widgets on pages.

“Components of a widgets application”An IBM Case Manager widgets application is a set of spaces and pages. Thespaces and pages are configured to work together, enabling case workers tomanage cases and process work items.“Creating pages and spaces” on page 59When you first deploy a solution, IBM Case Manager automatically creates aset of default spaces and pages. You can create additional pages and spaces touse with your case management application.“Widgets reference” on page 78The Case Manager Client includes default spaces and pages that contain theIBM Case Manager widgets. You can use these widgets to further customize theapplication.

Components of a widgets applicationAn IBM Case Manager widgets application is a set of spaces and pages. The spacesand pages are configured to work together, enabling case workers to manage casesand process work items.

For example, an application for a bank might have spaces and pages that areconfigured to enable:v Loan officers to create new home loan requestsv Managers to approve or deny home loan requests

The following diagram illustrates the basic components of an IBM Case Managerapplication:

User 1IBM Case ManagerWidgets application

Space

Space

Space

User 2

Widget

Widget

Page

User role B

User role A


The diagram shows multiple spaces. In the example:v User 1 is a bank manager, who has access to multiple spaces. User 1 can view

and track cases in either of the first two spaces.v User role A is for loan officers, and has access only to the second space. Loan

officers cannot see any information in the other spaces.v Users in User role B and User 2 are clerks. They have access only to the third

space, which contains pages with configured widgets. Clerks open and completetheir work items on those pages.“Spaces”A space is a collection of mashup pages with widgets that users use to completea set of associated tasks.“Pages” on page 55A page contains the widgets that are required to complete a task. For example,the widgets that you need to create a new loan request are grouped on a page.“Widgets” on page 56Widgets are portable, reusable components that are used in pages to managecontent and process work items.“Roles in solutions” on page 57You define roles at the solution level. You then associate roles with tasks. Youassign users and groups to roles in the Case Manager Client to specify whichusers can access a particular task or step.“Cases” on page 58In the Case Manager Builder, you create a case type. In the Case ManagerClient case workers create cases using the case types. A case organizes all of thetasks and steps (work items in the Case Manager Client) that case workersmust complete to close the case.“Work items” on page 58A work item is an action that must be completed by a case worker. Work itemscorrespond to a task step created in the Case Manager Builder.

SpacesA space is a collection of mashup pages with widgets that users use to complete aset of associated tasks.

An application can consist of multiple spaces. For example, an application for abank could have spaces for home loans, car loans, new accounts, or businessaccounts.

When a solution is deployed, three spaces are automatically created. The Solutionspace is displayed when a case worker opens the Case Manager Client. This spaceprovides the primary work area from which the case worker can access work itemsfrom an in-basket and search for cases. From the Solution space, the case workercan access the other default spaces: the Case Pages space and the Step Pages space.The Case Pages space includes Case pages that are displayed when a case workeropens a case to view its details. Step Pages space includes step pages that aredisplayed when a case worker opens a work item.

To enable case workers to access a space, you must assign groups to the space.Assigning groups to the space simplifies space management because, by default,the pages in a space have the same privilege settings (viewing privileges or editingprivileges) as the space. For example, if a case worker has the privilege to view thespace, the case worker also has the privilege to view the pages in the space.However, you can limit a case workers's access to only specific pages in the space.

54 User's Guide

For example, a manager might have access to all of the pages in a space, but caseworkers might have access to only a subset of the pages in the space.

Tip: Assign case workers access only to the Solution Space so that they see onlythe solution name to which they have access. If case workers have access tomultiple solutions, they can switch between them from the toolbar.Related concepts:“Solution space” on page 60The Solution space is a mashup space that case workers use for interacting with asolution. It is the main IBM Case Manager space, and contains the Work page, withthe In-baskets and Toolbar widgets, and the Cases page, with the CaseSearch-related widgets.“Case Pages space” on page 69The Case Pages space is a mashup space that case workers use to create or interactwith specific cases. The Case Pages space contains five pages: the Case Detailspage, the Add Case page, the Split Case page, the Case Details Form page, and theAdd Case Form page.“Step Pages space” on page 63The Step Pages space is a mashup space that includes step pages that displaywhen a case worker opens a work item. The Step Pages space contains five pages:the Add Task page (for adding a new task for the case), the Add Task Form page(for adding a new task for the case by using a form), the Work Details page (forworking on a work item), the Work Details Form page (for working on a workitem by using a form), and the Form Attachment Work Details page (for workingon a form-based work item).Related tasks:

Configuring access to business spaces

PagesA page contains the widgets that are required to complete a task. For example, thewidgets that you need to create a new loan request are grouped on a page.

Pages are grouped in a space. Each page in a space can contain one or morewidgets that are configured to perform business tasks.

In a mashup environment, a page consists of a layout, widget configurations, andthe flow of events between widgets. The flow of events is the wiring between thewidgets. You might configure your application so that each task has its own page.For example, you might require that a loan officer must create and submit loanrequests and notify customers when a decision is reached. So can add a page tocreate and submit loan requests and then a separate page with work items tocontact customers with the status of their loan requests.

The Case Manager Client application includes the following types of pages bydefault:

Step pagesA step page is a special type of page that displays when a case workeropens a work item. The Step Pages space contains five kinds of step pages:v The Add Task page and the Add Task Form page are used by case

workers to create tasks.v The Work Details page, Work Details Form page, and Form Attachment

Work Details page are used by case workers to open work items.

Modifying the default case management client application 55


Case pagesThere are five kinds of Case pages:v The Case Details page and Case Details Form page are used by case

workers to view and modify case data.v The Add Case page and Add Case Form page are used by a case

workers to create cases.v The Split Case page is used by case workers to create cases by reusing

property values from existing cases.

Tip: Although you can give permissions at the page level, for easier managementyou can set permissions on the space and the pages inherit the same permissions.Related concepts:“Case Pages space” on page 69The Case Pages space is a mashup space that case workers use to create or interactwith specific cases. The Case Pages space contains five pages: the Case Detailspage, the Add Case page, the Split Case page, the Case Details Form page, and theAdd Case Form page.“Step Pages space” on page 63The Step Pages space is a mashup space that includes step pages that displaywhen a case worker opens a work item. The Step Pages space contains five pages:the Add Task page (for adding a new task for the case), the Add Task Form page(for adding a new task for the case by using a form), the Work Details page (forworking on a work item), the Work Details Form page (for working on a workitem by using a form), and the Form Attachment Work Details page (for workingon a form-based work item).

WidgetsWidgets are portable, reusable components that are used in pages to managecontent and process work items.

The default pages in Case Manager Client include widgets that are already wiredtogether. You can wire other widgets together, including widgets from othervendors, to create a customized application.

For example, if you want to create an application for a bank loan department, youcan configure the application so that bank clerks can initiate loan applications, andmanagers can approve or deny those applications. To create this application, youcreate a Solution space for the bank by copying the default Solution space. Thedefault Solution space contains both My Work and Cases pages. The My Workpage includes the Toolbar, In-baskets, and hidden Command widgets. The Casespages includes the Toolbar, Search, Case List, and Case Information widgets.

In our example bank loan application, you might use the widgets to provide thefollowing functions:

In-baskets widgetUse the In-baskets widget to allow bank clerks and managers to view theloan applications that for the Clerk or Manager roles. Most of the work iscompleted using the In-baskets widget.

Toolbar widgetFrom the Toolbar widget clerks or managers can start a new loanapplication. Managers can add new employees to the case worker role

56 User's Guide

from this widget. With the Toolbar widget, you can allow switchingbetween different roles if the clerk, manager, or other bank worker is amember of different roles.

Case Information widgetThe Case Information widget displays information about the loanapplication case in a tabbed format. In the Summary view, clerks can viewthe associated information for work items. In the Documents view, clerkscan do a variety of document-related tasks including: add, view, remove,add comments to a document, and check in or out any documentassociated with the case.

Search widgetFrom the Search widget bank clerks and managers can conduct a variety ofsearches for loan applications.

Case ListThe Case List widget displays the list of loan applications.

There are two additional spaces, Case Pages space and Step Pages space, that alsoinclude a variety of pre-wired widgets.

After creating space and pages, you can modify the location of widgets on thepages, add widgets onto pages, and configure the widgets.Related concepts:“Solution space” on page 60The Solution space is a mashup space that case workers use for interacting with asolution. It is the main IBM Case Manager space, and contains the Work page, withthe In-baskets and Toolbar widgets, and the Cases page, with the CaseSearch-related widgets.“Case Pages space” on page 69The Case Pages space is a mashup space that case workers use to create or interactwith specific cases. The Case Pages space contains five pages: the Case Detailspage, the Add Case page, the Split Case page, the Case Details Form page, and theAdd Case Form page.“Step Pages space” on page 63The Step Pages space is a mashup space that includes step pages that displaywhen a case worker opens a work item. The Step Pages space contains five pages:the Add Task page (for adding a new task for the case), the Add Task Form page(for adding a new task for the case by using a form), the Work Details page (forworking on a work item), the Work Details Form page (for working on a workitem by using a form), and the Form Attachment Work Details page (for workingon a form-based work item).

Roles in solutionsYou define roles at the solution level. You then associate roles with tasks. Youassign users and groups to roles in the Case Manager Client to specify which userscan access a particular task or step.

Roles can be shared by all the cases in the solution. For example, you define roles,such as Clerk, Approver, and so on, to organize the groups of users who mustprocess different types of tasks in the application.


Restriction: You can define only one in-basket per role in the Case ManagerBuilder. An in-basket filters work items in a queue to display only items thatanswer a specific query. If you want to define additional in-baskets, you must usethe FileNet Process Designer.

Because you define roles at the solution level, you can reuse those roles across allcase types when you design the solution. You can also choose to create a role thatis applied only to a specific case type. When you create tasks or steps, you canassign roles to the task or step from roles that are already defined for the solution,or you can create a new role for the solution.

After you create the solution, you assign users and groups defined in your LDAPserver to roles in the Case Manager Client. For example, some roles that mightcreate for an automobile claims solution are field agent, insurance agent, claimsadjuster, supervisor, or fraud investigator. The roles define which in-baskets andCase Detail pages a case worker sees when using Case Manager Client.

CasesIn the Case Manager Builder, you create a case type. In the Case Manager Clientcase workers create cases using the case types. A case organizes all of the tasks andsteps (work items in the Case Manager Client) that case workers must complete toclose the case.

Case workers and case managers work together on cases. Managers assign workitems to specific case workers based on their roles. For example, a manager couldinitially assign a loan application to a clerk in a bank loan department. The clerkuses work items in that case to open and complete a customer loan application.The manager then reassigns the case to a loan approver to approve or deny theloan. After the loan is approved or denied, the case is assigned back to the clerk tofinish the application process.Related concepts:“Case types” on page 14Case types define the tasks, the necessary document types to support the task, thetask steps, and the roles that must complete those steps to solve a businessproblem. The case type also includes properties that are displayed to case workersin views. Related case types make up a solution.

Work itemsA work item is an action that must be completed by a case worker. Work itemscorrespond to a task step created in the Case Manager Builder.

Case workers process work items from in-baskets. If a work item is assigned to arole, it displays in a role in-basket, and all case workers assigned to that role canopen the work item. If a work item is assigned to a particular case worker, thework item goes to the personal in-basket for that specific case worker.

For example, in a bank loan department, there might be a Clerk role in-basket,where all work items for loan applications are sent. Any case worker assigned tothe Clerk role can open those work items in the Clerk in-basket and work on thoseloan applications. However, if a work item to approve or deny a loan was assignedonly to the bank manager, then that work item would go to the personal in-basketfor the bank manager.

58 User's Guide

When a case worker opens a work item, the work item is opened in a Work Detailspage.Related concepts:“In-baskets and integrated inboxes” on page 116You use either an in-basket or an integrated inbox to view, open, and work withtasks and work items assigned to you or others. An in-basket displays IBM CaseManager work items if your case management solution is not integrated with IBMBusiness Process Manager. If your case management solution is integrated withIBM Business Process Manager, an integrated inbox displays both IBM CaseManager work items and IBM Business Process Manager tasks.

Creating pages and spacesWhen you first deploy a solution, IBM Case Manager automatically creates a set ofdefault spaces and pages. You can create additional pages and spaces to use withyour case management application.

About this task

Typically, you create new pages in the Case Pages space or the Step Pages space tomeet the requirements for specific roles, case types, or tasks. In addition, youmight create a new Solution space that is customized for a specific role.

Tip: Create and test new pages and spaces in your development environment.When you deploy your solution to a production environment, the new pages andspaces are automatically copied to that environment

“Case Manager Client spaces, pages, and widgets” on page 60IBM Case Manager provides three default spaces and associated pages thatmake up the Case Manager Client application. The spaces all include widgetsthat can be used as is, customized, or used with widgets from other vendors.“Creating a page in the Case Pages space” on page 75In the Case Pages space, you can create the following pages for a specific casetype or role: Case Details page, Add Case page, Split Case page, Case DetailsForm page, Add Case Form page.“Creating a page in the Step Pages space” on page 76You can create a Work Details page, a Work Details Form page, or a FormAttachment Work Details page that case workers can use to complete a task.You can also create an Add Task page or a Add Task Form page that caseworkers can use to add discretionary tasks to a case.“Creating a Solution space” on page 77The Solution space provides the work area for case workers. Case workers canselect their roles in the space, or you can configure a Solution space to meet therequirements for a specific role.


Related concepts:“Spaces” on page 54A space is a collection of mashup pages with widgets that users use to complete aset of associated tasks.“Pages” on page 55A page contains the widgets that are required to complete a task. For example, thewidgets that you need to create a new loan request are grouped on a page.

Case Manager Client spaces, pages, and widgetsIBM Case Manager provides three default spaces and associated pages that makeup the Case Manager Client application. The spaces all include widgets that can beused as is, customized, or used with widgets from other vendors.

“Solution space”The Solution space is a mashup space that case workers use for interacting witha solution. It is the main IBM Case Manager space, and contains the Work page,with the In-baskets and Toolbar widgets, and the Cases page, with the CaseSearch-related widgets.“Step Pages space” on page 63The Step Pages space is a mashup space that includes step pages that displaywhen a case worker opens a work item. The Step Pages space contains fivepages: the Add Task page (for adding a new task for the case), the Add TaskForm page (for adding a new task for the case by using a form), the WorkDetails page (for working on a work item), the Work Details Form page (forworking on a work item by using a form), and the Form Attachment WorkDetails page (for working on a form-based work item).“Case Pages space” on page 69The Case Pages space is a mashup space that case workers use to create orinteract with specific cases. The Case Pages space contains five pages: the CaseDetails page, the Add Case page, the Split Case page, the Case Details Formpage, and the Add Case Form page.

Solution spaceThe Solution space is a mashup space that case workers use for interacting with asolution. It is the main IBM Case Manager space, and contains the Work page, withthe In-baskets and Toolbar widgets, and the Cases page, with the CaseSearch-related widgets.

Work page

By default, the Work page contains the widgets laid out as shown in theillustration. The Command widget is required for each page, but is hidden fromend users.

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CasesMy Work

Toolbar widget

In-basket widget

You might also want to add the Case Information widget, displaying a summary ofcases, but that widget is not included in this page by default.

By default, when included on the Work page the Toolbar widget includes theactions Manage Roles and Add Case.

Cases page

By default, the Cases page contains the widgets laid out as shown in theillustration. The Command widget is required for each page, but is hidden fromcase workers.


CasesMy Work

Toolbar widget

Searchwidget

Case Information widget

Summary viewDocuments view

In-basket widgetCase List widget

By default, when included on the Cases page:v The Toolbar widget includes the actions Add Case.v The Case Information widget includes two tabbed views: Summary and

Documents.

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Related concepts:“Toolbar widget” on page 107You use the Toolbar widget to enable a case worker to open a web page, add cases,manage roles, or perform a custom action.“In-baskets widget” on page 102In the In-baskets widget, case workers can view and work with work items in theirpersonal in-basket and the in-basket that is associated with their role.“Search widget” on page 105You use the Search widget to provide case workers with a way to search for casesbased on selected property values.“Case List widget” on page 94You use the Case List widget to display the cases that are returned by a search.Case workers can select a case to view from the list.“Case Information widget” on page 89You use the Case Information widget to display an overview of a case to caseworkers. The Case Information widget can display up to four views: summary,documents, tasks, and history.“Command widget” on page 99The Command widget is a hidden widget that is located on each page. It controlspage navigation when a case worker opens, creates or updates a case or a workitem, and handles data loading and saving case and work item details.

Step Pages spaceThe Step Pages space is a mashup space that includes step pages that displaywhen a case worker opens a work item. The Step Pages space contains five pages:the Add Task page (for adding a new task for the case), the Add Task Form page(for adding a new task for the case by using a form), the Work Details page (forworking on a work item), the Work Details Form page (for working on a workitem by using a form), and the Form Attachment Work Details page (for workingon a form-based work item).

Work Details page

By default, the Work Details page contains the widgets laid out as shown in theillustration. The Command widget is required for each page, but is hidden fromcase workers.


CasesMy Work

Work Item Toolbar widget

Case Data widget Document Viewer widget

Work Details

Attachmentswidget

Summary view

Documents view

History view

By default, when included on the Work Details page:v The Work Item Toolbar widget includes the actions Add Comment, Complete,

Save, and Close.v The Case Data widget displays with the title Work Data by default on this page.v The Case Information widget displays the Summary and History tabbed views.

Add Task page

By default, the Add Task page contains the widgets laid out as shown in theillustration. The Command widget is required for each page, but is hidden fromend users.

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CasesMy Work


In-basket widget Document Viewer widget

Add Task

Case Datawidget

Attachmentswidget

By default, when included on the Add Task page, the Work Item Toolbar widgetincludes the actions Add and Cancel. The Case Data widget displays with the titleWork Data by default on this page.

Work Details Form page

By default, the Work Details Form page for forms contains the widgets laid out asshown in the illustration. The Command widget is required for each page, but ishidden from end users.


CasesMy Work


Case Form widget Document Viewer widget

Work Details Form

Attachmentswidget

Case Informationwidget

Documents view

History view

The information that a case worker enters in the Case Form widget on this page issaved as property values for the case.

By default, when included on the Work Details page:v The Work Item Toolbar widget includes the actions Add Comment, Complete,

Save, and Close.v The Case Data widget displays with the title Work Data by default on this page.v The Case Information widget displays the Summary and History tabbed views.

Add Task Form page

By default, the Add Task Form page contains the widgets laid out as shown in theillustration. The Command widget is required for each page, but is hidden fromend users.

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CasesMy Work


In-basket widget Document Viewer widget

Add Task Form

Case Form widget Attachmentswidget

By default, when included on the Add Task Form page, the Work Item Toolbarwidget includes the actions Add and Cancel.

Form Attachment Work Details page

By default, the Form Attachment Work Details page contains the widgets laid outas shown in the illustration. The Command widget is required for each page, but ishidden from end users.


CasesMy Work

Case Form widget

Form Attachment Work Details


The information that a case worker enters in the Case Form widget on this page issaved in a form document that is attached to the work item.

By default, when included on the Form Attachment Work Details form page:v The Work Item Toolbar widget includes the actions Complete, Save, and Cancel.

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Related concepts:“Work Item Toolbar widget” on page 109You use the Work Item Toolbar widget to enable case workers to respond to workitems or to add new tasks.“Case Data widget” on page 83You use the Case Data widget to enable case workers to view and edit theproperty values for a case or for a work item.“Document Viewer widget” on page 101You use the Document Viewer widget to display to case workers documents thatare stored in FileNet P8 object stores or IBM Content Manager repositories.“Attachments widget” on page 80You use the Attachments widget to display to case workers a list of the documentsthat are attached to a work item. These documents are stored on the IBM FileNetContent Engine server or in the IBM Content Manager repository, depending onyour configuration.“Case Information widget” on page 89You use the Case Information widget to display an overview of a case to caseworkers. The Case Information widget can display up to four views: summary,documents, tasks, and history.“Case Form widget” on page 85You can use the Case Form widget instead of the Case Data widget to enable caseworkers to view and edit the property values for a case or for a step (work item).The form provides a customizable interface and automation features that are notprovided by the Case Data widget, such as custom field formats, custom fieldvalidation, and a calculation engine.“Command widget” on page 99The Command widget is a hidden widget that is located on each page. It controlspage navigation when a case worker opens, creates or updates a case or a workitem, and handles data loading and saving case and work item details.

Case Pages spaceThe Case Pages space is a mashup space that case workers use to create or interactwith specific cases. The Case Pages space contains five pages: the Case Detailspage, the Add Case page, the Split Case page, the Case Details Form page, and theAdd Case Form page.

Case Details page

The Case Details page is used for viewing or updating case properties.

By default, the Case Details page contains the widgets arranged as shown in thefollowing illustration. The Command widget is required for each page but ishidden from case workers.


CasesMy Work

Case Toolbar widget

Case Data widgetIn-basket widgetDocument Viewer widget

Case Details


Documents viewTasks view

History View

On the Case Details page, the Case Toolbar widget includes by default the actionsAdd Comment, Add Task, and Close. The Case Information widget displays theDocuments, Tasks, and History tabbed views by default.

Add Case page

The Add Case page is used for creating cases.

By default, the Add Case page contains the widgets laid out as shown in thefollowing illustration. The Command widget is required for each page but ishidden from case workers.

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CasesMy Work Add Case

Case Toolbar widget

Case Datawidget

By default, when you include the Case Toolbar widget on the Add Case page, theCase Toolbar widget includes the actions Add and Cancel.

Split Case page

The Split Case page is used for creating new cases by reusing data from existingcases.

By default, the Split Case page contains the widgets arranged as shown in thefollowing illustration. The Command widget is required for each page but ishidden from case workers.


CasesMy Work Split Case

Case Toolbar widget

Split Case Datawidget

Select Case Documentswidget

Original Case Datawidget

On the Split Case page, the Case Toolbar widget includes by default the actionsAdd and Cancel.

Case Details Form page

The Case Details Form page is used for viewing or updating case properties in theCase Form widget instead of the Case Data widget.

By default, the Case Details Form page contains the widgets arranged as shown inthe following illustration. The Command widget is required for each page but ishidden from case workers.

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CasesMy Work

Case Toolbar widget

Case Form widget

Case Details Form


Documents viewTasks view

History View

On the Case Details Form page, the Case Toolbar widget includes by default theactions Add Comment, Add Task, and Close. The Case Information widgetdisplays the Documents, Tasks, and History tabbed views by default.

Add Case Form page

The Add Case Form page is used for creating cases. On this page the Case Datawidget is replaced by the Case Form widget where case properties are displayed.

By default, the Add Case Form page contains the widgets laid out as shown in thefollowing illustration. The Command widget is required for each page but ishidden from case workers.


CasesMy Work Add Case Form

Case Toolbar widget

Case Formwidget

By default, when you include the Case Toolbar widget on the Add Case Formpage, the Case Toolbar widget includes the actions Add and Cancel.

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Related concepts:“Case Toolbar widget” on page 96You use the Case Toolbar widget to specify the actions that case workers can takefor cases. These actions can be implemented as buttons or as More Actions menuitems in the toolbar.“Case Information widget” on page 89You use the Case Information widget to display an overview of a case to caseworkers. The Case Information widget can display up to four views: summary,documents, tasks, and history.“Document Viewer widget” on page 101You use the Document Viewer widget to display to case workers documents thatare stored in FileNet P8 object stores or IBM Content Manager repositories.“Case Data widget” on page 83You use the Case Data widget to enable case workers to view and edit theproperty values for a case or for a work item.“Command widget” on page 99The Command widget is a hidden widget that is located on each page. It controlspage navigation when a case worker opens, creates or updates a case or a workitem, and handles data loading and saving case and work item details.“Select Case Documents widget” on page 106You use the Select Case Documents widget to select the documents from anexisting case that are also to be associated with a new split case.

Creating a page in the Case Pages spaceIn the Case Pages space, you can create the following pages for a specific case typeor role: Case Details page, Add Case page, Split Case page, Case Details Formpage, Add Case Form page.

About this task

The easiest way to create a page is to copy an existing page. By copying anexisting page, you ensure that the new page contains the Command widget andthe other widgets that are needed to modify case data, add a case, or split a case.

Procedure

To create a new page in the Case Pages space:1. In Case Manager Client, open the Case Pages space where you want to add the

new page.2. Click the Create a page icon.3. Enter a name for the new page.4. Click Create a page by duplicating another page.5. Select the appropriate space and then select the page that you want to copy

from the Page name list.6. Click OK to create the page.7. Select Actions > Case Manager Page Settings. Select the Page Type and click

Save to register the page.8. In Case Manager Builder, associate the new page with a case type by opening

the case type and performing one of the following actions:v To make the page the default Case Details page or Case Details Form page

for the case type, select the page from the Default layout for Case Detailspage list.


v To make the page the default Add Case page or Add Case Form page for thecase type, select the page from the Default layout for Add Case page list.

v To make the page the default Split Case page for the case type, select thepage from the Default layout for Split Case page list.

v To make the page the default Case Details page or Case Details Form pagefor a specific role, select the role and then select the page from the Casedetails page layout.

What to do next

You can now customize the new page by adding and configuring widgets, deletingwidgets, and so on.

Remember: Do not remove the Command widget from the page. The CaseManager Client widgets require the Command widget to communicate with oneanother.Related concepts:“Pages” on page 55A page contains the widgets that are required to complete a task. For example, thewidgets that you need to create a new loan request are grouped on a page.“Case Pages space” on page 69The Case Pages space is a mashup space that case workers use to create or interactwith specific cases. The Case Pages space contains five pages: the Case Detailspage, the Add Case page, the Split Case page, the Case Details Form page, and theAdd Case Form page.

Creating a page in the Step Pages spaceYou can create a Work Details page, a Work Details Form page, or a FormAttachment Work Details page that case workers can use to complete a task. Youcan also create an Add Task page or a Add Task Form page that case workers canuse to add discretionary tasks to a case.

About this task

The easiest way to create a page is to copy an existing page. By copying anexisting page, you ensure that the new page contains the Command widget andthe other widgets that are needed to view a work item, launch a work item, or adda task.

Procedure

To create a new page in the Step Pages space:1. In Case Manager Client, open the Step Pages space where you want to add the

page.2. Click the Create a page icon.3. Enter a name for the new page.4. Click Create a page by duplicating another page.5. Select the page that you want to copy from the Page name list.6. Click OK to create the page.7. Select Actions > Case Manager Page Settings. Select the Page Type and click

Save to register the page.

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8. In Case Manager Builder, associate the new page with one or more steps. Foreach step:a. Click the step in the swim lane. You can add the page for a step that is

assigned to a role or to a step that is assigned to a workgroup.b. Select the page name from the Page_Layout choice list.

What to do next

You can now customize the new page by adding and configuring widgets, deletingwidgets, and so on.

Remember: Do not remove the Command widget from the page. The CaseManager Client widgets require the Command widget to communicate with oneanother.Related concepts:“Pages” on page 55A page contains the widgets that are required to complete a task. For example, thewidgets that you need to create a new loan request are grouped on a page.“Step Pages space” on page 63The Step Pages space is a mashup space that includes step pages that displaywhen a case worker opens a work item. The Step Pages space contains five pages:the Add Task page (for adding a new task for the case), the Add Task Form page(for adding a new task for the case by using a form), the Work Details page (forworking on a work item), the Work Details Form page (for working on a workitem by using a form), and the Form Attachment Work Details page (for workingon a form-based work item).

Creating a Solution spaceThe Solution space provides the work area for case workers. Case workers canselect their roles in the space, or you can configure a Solution space to meet therequirements for a specific role.

About this task

The easiest way to create a Solution space is to copy an existing Solution space. Bycopying an existing space, you ensure that the new Solution space is configuredcorrectly to use in Case Manager Client.

Procedure

To create a Solution space for your case management application:1. In Case Manager Client, click Actions > Create Space.2. Enter a name for the new Solution space.3. Click Duplicate an existing space and select the Solution space that you want

to copy from the list. Optionally, you can click Create a new space using atemplate and select a space template from the list.

4. Select the space style for the new space. If you want to use the IBM CaseManager style select Case Management.

5. Select a space icon for the new space.6. Click Save.7. Click Actions > Case Manager Space Settings.8. Select the solution for which you want to associate with the new space.


9. Optional: Click Use the following role for this solution and select a role ifthis solution is to be used for a specific role only. If you do not select thisoption, case workers will be able to select their role from the toolbar in thespace.

10. Click Save to register the space.Related concepts:“Spaces” on page 54A space is a collection of mashup pages with widgets that users use to complete aset of associated tasks.“Solution space” on page 60The Solution space is a mashup space that case workers use for interacting with asolution. It is the main IBM Case Manager space, and contains the Work page, withthe In-baskets and Toolbar widgets, and the Cases page, with the CaseSearch-related widgets.“Roles in solutions” on page 7You define roles at the solution level. You then associate roles with tasks. Youassign users and groups to roles in the Case Manager Client to specify which userscan access a particular task or step.

Widgets referenceThe Case Manager Client includes default spaces and pages that contain the IBMCase Manager widgets. You can use these widgets to further customize theapplication.

“Attachments widget” on page 80You use the Attachments widget to display to case workers a list of thedocuments that are attached to a work item. These documents are stored on theIBM FileNet Content Engine server or in the IBM Content Manager repository,depending on your configuration.“Case Data widget” on page 83You use the Case Data widget to enable case workers to view and edit theproperty values for a case or for a work item.“Case Form widget” on page 85You can use the Case Form widget instead of the Case Data widget to enablecase workers to view and edit the property values for a case or for a step (workitem). The form provides a customizable interface and automation features thatare not provided by the Case Data widget, such as custom field formats,custom field validation, and a calculation engine.“Case Information widget” on page 89You use the Case Information widget to display an overview of a case to caseworkers. The Case Information widget can display up to four views: summary,documents, tasks, and history.“Case List widget” on page 94You use the Case List widget to display the cases that are returned by a search.Case workers can select a case to view from the list.“Case Toolbar widget” on page 96You use the Case Toolbar widget to specify the actions that case workers cantake for cases. These actions can be implemented as buttons or as More Actionsmenu items in the toolbar.“Command widget” on page 99The Command widget is a hidden widget that is located on each page. It

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controls page navigation when a case worker opens, creates or updates a caseor a work item, and handles data loading and saving case and work itemdetails.“Connector for IBM Business Process Manager widget” on page 100The Connector for IBM Business Process Manager widget enables IBM CaseManager to work with the IBM Business Process Manager Inbox widget, whichdisplays a combined list of IBM Case Manager work items and IBM BusinessProcess Manager tasks in an integrated inbox. The Connector for IBM BusinessProcess Manager widget handles the IBM Business Process Manager Inboxwidget events that open or reassign IBM Case Manager work items from theintegrated inbox. You must add it to the same page that contains the IBMBusiness Process Manager Inbox widget.“Document Viewer widget” on page 101You use the Document Viewer widget to display to case workers documentsthat are stored in FileNet P8 object stores or IBM Content Manager repositories.“In-baskets widget” on page 102In the In-baskets widget, case workers can view and work with work items intheir personal in-basket and the in-basket that is associated with their role.“Original Case Data widget” on page 105You use the Original Case Data widget to display property values for a casethat is being split to create a new case. A case worker can compare the valuesin this widget to the values that are displayed in the Split Case Data widget forthe new case.“Search widget” on page 105You use the Search widget to provide case workers with a way to search forcases based on selected property values.“Select Case Documents widget” on page 106You use the Select Case Documents widget to select the documents from anexisting case that are also to be associated with a new split case.“Split Case Data widget” on page 107You can use the Split Case Data widget to enable case workers to create a newcase that reuses property values from an existing case.“Toolbar widget” on page 107You use the Toolbar widget to enable a case worker to open a web page, addcases, manage roles, or perform a custom action.“Work Item Toolbar widget” on page 109You use the Work Item Toolbar widget to enable case workers to respond towork items or to add new tasks.“Disabling broadcast widget events” on page 112You can configure a widget to prevent events from being broadcastautomatically to the other widgets on the page. You can then manually wire theevents for your case management application.


Related tasks:“Disabling broadcast widget events” on page 112You can configure a widget to prevent events from being broadcast automaticallyto the other widgets on the page. You can then manually wire the events for yourcase management application.Related reference:

Case Manager Client widget communicationsSee the IBM Case Manager Information Center for events that each widget canpublish and handle, and the corresponding payload types for each event.

Attachments widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Attachments widget to display to case workers a list of the documentsthat are attached to a work item. These documents are stored on the IBM FileNetContent Engine server or in the IBM Content Manager repository, depending onyour configuration.

For FileNet P8 documents, the Attachments widget lists attachments by thedocument title that is assigned when the attachment was added to the widget. Thistitle is automatically updated when the document title is updated in the objectstore.

In addition to viewing attachments, case workers can do the following tasks withthe Attachments widget:v Upload local files to a repositoryv Attach documents by browsing and selecting them from a repositoryv Check out, check in, cancel checkout, and view properties of documents;

download attachments; remove attachmentsv Edit policy-based forms in Workplace XT

Restriction: Case workers can select any item to add to the Attachments widget,including system files such as workflows and entry templates. However, the checkout, check in, cancel checkout, and view properties actions are supported only fordocument types. Using these operations for other file types can produceunexpected results.

The fields that are displayed on the Attachments widget and the actions that youcan take are determined by the following permissions, which are assigned to thefields when the workflow is created or modified in the FileNet Process Designer:

Read The Attachments widget displays the attachment name and the name ofthe assigned target document. You can view the target document, but youcannot change it.

Write The Attachments widget displays the attachment name, but not the nameof the assigned target document. Optionally, you can change to a differenttarget document for the attachment.

Read/WriteThe Attachments widget displays the attachment name and the name ofthe assigned target document. You can view the target document and,optionally, you can change to a different target document for theattachment.

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http://publib.boulder.ibm.com/infocenter/casemgmt/v5r1m0/topic/com.ibm.casemgmt.installing.doc/acmwd020.htm

You can edit the settings for the Attachments widget to:v Specify whether attachment content will be displayed in the Document Viewer

widget or in a separate browser windowv Customize event handling for the widget

Case Manager Client pages that include this widget by default

The Attachments widget is included on the following pages in the Step Pagesspace:v Work Details pagev Add Task page

“Configuring where attachment content is displayed”By default, attachment content is displayed in the Document Viewer widgetthat is on the same page as the Attachments widget. Optionally, you canconfigure the Attachments widget to display content in a separate browserwindow.



Configuring where attachment content is displayedBy default, attachment content is displayed in the Document Viewer widget that ison the same page as the Attachments widget. Optionally, you can configure theAttachments widget to display content in a separate browser window.

Before you begin

You can configure the Attachments widget if you own the page that the widget ison or have permission to edit the page.

About this task

Attachment content is displayed when the Attachments widget loads and whencase workers double-click attachments or click View from the pop-up menu.

Restriction: The Attachments widget does not support the following MIME typesthat are specific to Workplace and Workplace XT. Because the widget does notdisplay these document types correctly, users might encounter errors when theyopen the documents of these types. To avoid these errors, store files with thefollowing MIME types in folders that users cannot browse to or that they will notbe able to search for:

Form-related MIME typesapplication/x-filenet-documentpolicy

application/x-filenet-itxformtemplate

application/x-filenet-workflowpolicy



Entry template MIME typesapplication/x-filenet-customobjectentrytemplate

application/x-filenet-declarerecordentrytemplate

application/x-filenet-documententrytemplate

application/x-filenet-entrytemplate

application/x-filenet-folderentrytemplate

application/x-filenet-formdataentrytemplate

IBM Enterprise Records record MIME typesapplication/x-filenet-rm-electronicrecord

application/x-filenet-rm-emailrecord

application/x-filenet-rm-physicalrecord

Search template MIME typesapplication/x-filenet-search

application/x-filenet-searchtemplate

Workflow-related file MIME typesapplication/x-filenet-scenariodefinition

application/x-filenet-workflowdefinition

application/x-filenet-xpdlworkflowdefinition

Procedure

To configure the Attachments widget:1. Click Edit Page, and then click the Display menu icon in the title bar of the

widget. Then, click Edit Settings.If the title bar is not visible, click the Show title bar icon in the upper rightcorner of the widget.

2. Set and save the configuration options:

Option Description

Open documents in a separate browserwindow

Displays the content of the attachment in aseparate browser window. You can use thisoption to display documents from pages thatdo not contain a Document Viewer widget.

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Option Description

Open a document when the Work Detailspage is opened

Automatically displays the first or onlydocument in the specified attachment set inthe Document Viewer widget when the WorkDetails page or Add Task page opens.

The attachment set name is configured in theCase Manager Builder in the ManageAttachments section in the Step Editor. Theattachment set name and the actualattachments are configured in ProcessDesigner on the workflow attachmentproperty.Recommendation: Because this widget mustwork for all case types in this solution, youshould select an attachment set that exists inmost, if not all, steps.Restriction: The Document Viewer widgetdoes not display form content.

Case Data widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Case Data widget to enable case workers to view and edit theproperty values for a case or for a work item.

The Case Data widget is included in the Case Pages space. On the pages in thisspace, the Case Data widget shows all the properties that you defined in CaseManager Builder for the case type. The properties are listed in the order andwithin the groups that you specified for the case type. In edit mode, the propertyvalues can be modified by case workers. In addition, you can wire the Case Datawidget to a custom widget so that the custom widget can read and write propertyvalues.

The Case Data widget is also included in the Step Pages space.

If you use the Case Data widget on a custom page, you must also include theCommand widget on that page. You cannot use the Case Data widget on a pagethat contains the Case Form widget.

In the Case Manager Builder Step Editor you can create workgroups for steps(work items) in the Manage Workgroups section to assign work to particular oneor more specific users instead of to any user in a role. In the Case Manager Client,the workgroups are displayed at the top of the Case Data widget where you canalso add users to the workgroup. Case Data widget always renders the workgroupfield as required.

You can edit the settings for the Case Data widget to customize event handling forthe widget.


The Case Data widget is included by default on the following pages:


Case Details pageThe Case Data widget is used to view and modify the property values fora case.

Add Case pageThe Case Data widget is used to set the initial property values for a newcase.

Work Details pageThe Case Data widget is used to view and modify the values for step(work item) parameters.

Add Task pageThe Case Data widget is used to set the initial values for step (work item)parameters when you are creating a new task.

Content Engine and Process Engine data models

A case includes the following properties:v Case properties, which are Content Engine datav Task properties, which are Process Engine workflow data

In the Case Data widget, a field can represents data that is stored in a caseproperty.

Content Engine and Process Engine handle empty property values differently fordifferent data types. Therefore, the results for a field that represents data stored inboth a case property and a task property might differ from a field that representsdata stored in a case property or a task property.

String properties and datetime propertiesBoth Content Engine and Process Engine support empty values for stringproperties and datetime properties. Therefore, the Case Data widgethandles these values in the same way for case properties that are displayedin the Case Details page and task properties that are displayed in the WorkDetails page.

Important: Process Engine does not save a datetime property value asnull. Instead, it saves the property with a marker value equivalent to1906-08-16 20:26:40Z.

Boolean propertiesContent Engine supports empty values for Boolean properties, but ProcessEngine does not. To resolve this difference, the Case Data widget does notsupport empty values for Boolean properties.

The Case Data widget displays the field for a Boolean property as a checkbox. If the check box is selected, the Case Data widget stores the value astrue. If the check box is not selected, the Case Data widget stores the valueas false.

If your business solution requires an empty or three-state Boolean value,use a string or integer property with a choice list instead. For example, thechoices could be Abstained, Yes, and No.

Numeric properties (integer and float)Content Engine supports empty values for numeric properties, but ProcessEngine does not. The Case Data widget always renders a numeric field asrequired if the field references the Task property.

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If an empty value is not supported, the Case Data widget marks the followingfields as required even if you did not define the fields as required in Case ManagerBuilder:v Numeric fields on a Work Details pagev Reused numeric properties that are marked as write-only for a stepv Fields that represent single string step parameters with choice lists

The Case Data widget marks string fields and datetime fields as required only ifyou define the fields as required in Case Manager Builder. Because the check boxcontrol that is used for Boolean fields automatically enforces a value, the Case Datawidget does not mark Boolean fields as required.Related tasks:“Disabling broadcast widget events” on page 112You can configure a widget to prevent events from being broadcast automaticallyto the other widgets on the page. You can then manually wire the events for yourcase management application.“Designing views” on page 15Views define the information that is displayed to case workers, and how theinformation is displayed. You design the views that the case worker uses tocomplete a case in Case Manager Client. You determine the properties and thegrouping for the properties within a view.Related reference:


Case Form widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You can use the Case Form widget instead of the Case Data widget to enable caseworkers to view and edit the property values for a case or for a step (work item).The form provides a customizable interface and automation features that are notprovided by the Case Data widget, such as custom field formats, custom fieldvalidation, and a calculation engine.

The Case Form widget incorporates forms that are designed in a form applicationsuch as IBM Forms. To use the Case Forms widget, you must configure it to eitheruse a specific form template or to obtain a template from a form attachment. Youcan also edit the settings for the Case Form widget to customize event handling forthe widget.

You can wire the Case Form widget to a custom widget so that the custom widgetcan read and write property values. If you use the Case Form widget on a custompage, you must also include the Command widget on that page. You cannot usethe Case Form widget on a page that contains the Case Data widget.

Case Manager Client pages that include this widget by default inthe Case Pages space

If you want to use different configurations for different user roles, you can copyany of the following default pages then register and configure a copy for each role.



The Case Form widget is included by default on the following pages in the CasePages space:

Add Case Form pageThe Case Form widget is used to set the initial property values for a newcase. For this page, configure the Case Form widget to use a specific formtemplate.

Case Details Form pageThe Case Form widget is used to view and modify the property values fora case. For this page, configure the Case Form widget to use a specificform template.

Case Manager Client pages that include this widget by default inthe Step Pages space

You can configure a page for each step (work item) of a task. If you want to usedifferent configurations for different steps in a task, you can copy any of thefollowing default pages then register and configure a copy for each step.

If you use the Add Task Form page or the Work Details Form page, configure theCase Form widget to use a specific form template. If you use the Form AttachmentWork Details page, configure the Case Form widget to use a form attachment.

The Case Form widget is included by default on the following pages in the StepPages space:

Add Task Form pageThe Case Form widget is used to set the initial values for step (work item)parameters when you are creating a task. For this page, configure the CaseForm widget to use a specific form template.

Work Details Form pageThe Case Form widget is used to view and modify the values for step(work item) parameters. For this page, configure the Case Form widget touse a specific form template.

Form Attachment Work Details pageThe Case Form widget is used to edit the values for step (work item)parameters and to save and attach a form data document.

You can use this page in place of either the Add Task Form page or theWork Details Form page.

For this page, configure the Case Form widget to use a form attachment.After you save the step (work item), a form data document is saved andattached to the step.

“Configuring the Case Form widget to use a form template” on page 87When you configure the Case Form widget to use a form template, caseworkers can use the widget to create a case or to view and edit the propertyvalues for a case or step (work item). When the case or step is completed, casedata is mapped to case properties. A form data document is not saved.“Configuring the Case Form widget to use a form attachment” on page 89When you configure the Case Form widget to use a form attachment, caseworkers can use the widget to view and edit the property values for a step(work item). When the case worker completes the step, a form data documentis saved and attached to the step. Typically, you configure a form attachmentwhen you plan to use the widget on the Form Attachment Work Details page inthe Step Pages space.

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Related concepts:“Case Data widget” on page 83You use the Case Data widget to enable case workers to view and edit theproperty values for a case or for a work item.Related tasks:

Integrating forms into your case management applicationSee the IBM Case Manager Information Center for information about how you cancreate form templates and deploy them. You integrate them into your casemanagement solution by creating tasks that incorporate the forms.“Creating pages and spaces” on page 59When you first deploy a solution, IBM Case Manager automatically creates a set ofdefault spaces and pages. You can create additional pages and spaces to use withyour case management application.“Disabling broadcast widget events” on page 112You can configure a widget to prevent events from being broadcast automaticallyto the other widgets on the page. You can then manually wire the events for yourcase management application.Related reference:


Configuring the Case Form widget to use a form templateWhen you configure the Case Form widget to use a form template, case workerscan use the widget to create a case or to view and edit the property values for acase or step (work item). When the case or step is completed, case data is mappedto case properties. A form data document is not saved.

Before you begin

Ensure that a form template is created and saved in the target object store.

Procedure

To configure the Case Form widget to use a form template:1. In IBM FileNet Enterprise Manager or IBM FileNet Workplace XT, find the

object ID or version series ID of the form template and copy it to yourWindows clipboard or to a text file. An object ID or version series ID is aunique identification string of 32 hexadecimal characters enclosed by bracketsin the following format: {xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx}. For example,an object ID might be {21484408-092B-4846-A0B8-40D459836147}.


http://publib.boulder.ibm.com/infocenter/casemgmt/v5r0m0/topic/com.ibm.casemgmt.installing.doc/acmcp001.htm


Option Description

Enterprise Manager To find the object ID:

1. In the Object Stores directory, open the folder thatcontains the template file. Right-click the file andselect Properties.

2. Click the Properties tab and select the AllProperties option. In the property list, find the IDproperty and click the ... button to expand the IDproperty value.

3. In the Display/Edit Value window, select and copythe Object ID.

To find the version series ID:

1. In the Object Stores directory, open the folder thatcontains the template file. Right-click the file andselect Properties.

2. Click the Properties tab and select the Allproperties option. In the property list, find and clickthe Version series property to open the VersionSeries Properties window.

3. Click the Properties tab. Then, click the ... button toexpand the ID property value.

4. In the Display/Edit Value window, select and copythe Version series ID.

Workplace XT 1. In Workplace XT, right-click the name of thetemplate and click More Actions > Show hyperlink.

2. Click Show Released or Show Current to display aURL that contains a version series ID for thereleased or current version of the file. Click Selectfrom Versions then click Select to display a URLthat contains an object ID for a specific version ofthe file.

3. Select and copy the portion of the URL that containsthe object ID or version series ID. In the URL, id=indicates the start of the object ID, and vsId=indicates the start of the version series ID.

4. For example, to select a version series ID, select onlythe highlighted portion of the following URL:

http://server_name/WorkplaceXT/getContent?id=release&vsId=%7B�A2D2D9F7-A868-4300-A0D0-BFC8F4446F55�%7D&objectStoreName=object_store_name&objectType=document

Tip: Do not include the %7B prefix or %7D suffix whenyou copy the ID.

2. In Case Manager Client, click Edit Page, and then click the Display menu iconin the title bar of the widget. Then, click Edit Settings. If the title bar is notvisible, click the Show title bar icon in the upper right corner of the widget.

3. Select Open the form by using this form template.4. In the Version menu, select the version of the template that you want to use. If

you select Current or Released, the next field requires the version series ID ofthe template. If you select Specific, the next field requires the specific object IDof the template.

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5. In the Version field or the Version series ID field, paste the ID that you copiedin step 1.

6. Click OK.

Configuring the Case Form widget to use a form attachmentWhen you configure the Case Form widget to use a form attachment, case workerscan use the widget to view and edit the property values for a step (work item).When the case worker completes the step, a form data document is saved andattached to the step. Typically, you configure a form attachment when you plan touse the widget on the Form Attachment Work Details page in the Step Pagesspace.

Procedure

To configure the Case Form widget to use a form attachment:1. Click Edit Page, and then click the Display menu icon in the title bar of the


2. Select Open the form by using a form attachment (Step scenarios only). Thewidget uses a form attachment that is in the target object store.

3. In the Folder field, enter the name of the folder in which to save the form datadocument. The folder must be a subfolder of the case folder. If the subfolderdoes not exist, you can create one by entering a new name. If you do not entera subfolder name, the form data document is saved directly in the case folder.

4. Click OK.

Case Information widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Case Information widget to display an overview of a case to caseworkers. The Case Information widget can display up to four views: summary,documents, tasks, and history.

The case identifier appears at the top of the Case Information widget with a link toopen the case in the Case Details page.

You can edit the settings for the Case Information widget to:v Specify the views that will be displayed in the widget. If you configure the

widget to display more than one view, each view is presented on a separate tab.v Customize event handling for the widget.


The Case Information widget is included on the following pages:

Cases pageBy default, the Documents view and the Summary view are displayed onthis page.

Work Details pageBy default, the Documents view, History view, and Summary view aredisplayed on this page.


Case Details pageBy default, the Documents view, History view, and Tasks view aredisplayed on this page.

“Task view for the Case Information widget”You can configure the Case Information widget to provide case workers with alist of the tasks that are defined for the case.“Documents view for the Case Information widget” on page 91You can configure the Case Information widget to provide case workers with alist of the documents that are associated with the case.“History view for the Case Information widget” on page 92You can configure the Case Information widget to provide case workers with ahistory of events that occurred for the case.“Summary view for the Case Information widget” on page 93You can configure the Case Information widget to display a summary of thecase properties in Case Manager Builder.“Configuring the views displayed in the Case Information widget” on page 93You can configure the Case Information widget to specify the tabs that are to bedisplayed. You can also configure display properties for each of the tabs.



Task view for the Case Information widgetYou can configure the Case Information widget to provide case workers with a listof the tasks that are defined for the case.

The Task view shows the tasks that you defined for the case in Case ManagerBuilder. The tasks are grouped according to whether they are required, optional, ordisabled.

In addition to viewing the tasks, case workers can:v Add tasks to the case.v Perform actions based on the task state as shown in the following table:

Icon State Available user actions

Waiting For an optional task that was disabled by the user, theuser can enable the task again.

DisabledWaiting

For a required task that was disabled by the user, the usercan enable the task again.

Ready The user can start or disable the task.

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Icon State Available user actions

Disable Ready The user can enable or start the task.

DisabledSystem

None.

Working None.

Complete None.

Failed None.

Cancelled None.

In rare circumstances, the task state can be invalid and an error message will bedisplayed for the task. The case worker should contact the system administer forassistance.

Related tasks:“Configuring the views displayed in the Case Information widget” on page 93You can configure the Case Information widget to specify the tabs that are to bedisplayed. You can also configure display properties for each of the tabs.

Documents view for the Case Information widgetYou can configure the Case Information widget to provide case workers with a listof the documents that are associated with the case.

The Documents view provides the following actions that a case worker canperform on the selected document:

Add The case worker clicks this menu to add a document to the case. If IBMCase Manager is connected to a FileNet P8 content repository, the caseworker can also click this menu to add a folder to the case.

View The case worker clicks this button to open the selected document in theDocument Viewer widget. If the page does not include the DocumentViewer widget, the document is opened in a new browser window.

More ActionsThe case worker clicks the More Actions menu to access the followingactions. You can also configure the Case Information widget to add customactions to this menu.

Action Description

Add Comments Opens a dialog box so that the case worker can add a comment.

Cancel CheckOut

Unlocks a document that the case worker has checked out. Thedocument returns to the version state and version number it had beforeit was checked out.


Action Description

Check In Checks the document back in to the object store. The versioninformation of the document is updated and the document is unlockedfor other users to check out.

Check Out Opens the document for editing and locks it in the object store until thecase worker checks in a new version or cancels the check out.

Cut Copies a document or folder so that you can move it to a differentfolder by using the Paste action. If you paste the document, it isremoved from the current folder and into the select folder. If you do notpaste the document or folder, it remains in the current folder.

Show Link Shows the link to the selected document. You can copy the link to theWindows clipboard. You can click Send email to create a new email thatcontains the link.

Delete Folder Deletes the selected folder.

This action is enabled only if IBM Case Manager is connected to aFileNet P8 content repository.

DownloadDocument

Downloads the selected document to a specified location on the caseworker's workstation.

Edit Properties Opens a dialog box so that the case worker can modify the properties ofthe selected document.

Paste Pastes the document or folder that you cut into the folder. This option isavailable only when you select a folder.

Remove Removes the selected document from the current folder. It does notremove the document from the case.

Rename Folder Enables the case worker to rename the selected folder.

This action is enabled only if IBM Case Manager is connected to aFileNet P8 content repository.

Select Document Opens a dialog box that the case worker uses to add a document froman object store to the case.

Related tasks:“Configuring the views displayed in the Case Information widget” on page 93You can configure the Case Information widget to specify the tabs that are to bedisplayed. You can also configure display properties for each of the tabs.

History view for the Case Information widgetYou can configure the Case Information widget to provide case workers with ahistory of events that occurred for the case.

On the History page, a case worker can use preset filter views to easily findrelevant case events. A case worker can also select whether detailed information orsummary information is to be displayed for each case. The amount of informationthat is displayed depends upon the type of event. Limited information is displayedfor events that are not supported by IBM Case Manager.

The history displays as a timeline view with the most recent events first. Eachentry provides a type, title, description, time stamp, and user name for the event.

Important: In IBM Case Manager, when selecting to view events from Earlier thisweek, Monday is considered the first day of the week.

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You can edit the settings for the Case Information widget to specify the number ofevents that can be displayed on a page in the History view. To edit the widget,click anywhere inside the widget to display the widget toolbar. Click Open amenu of options > Edit Settings.Related tasks:“Configuring the views displayed in the Case Information widget”You can configure the Case Information widget to specify the tabs that are to bedisplayed. You can also configure display properties for each of the tabs.

Summary view for the Case Information widgetYou can configure the Case Information widget to display a summary of the caseproperties in Case Manager Builder.

The properties that are displayed are those that were selected in the CaseSummary view in Case Manager Builder.Related tasks:“Configuring the views displayed in the Case Information widget”You can configure the Case Information widget to specify the tabs that are to bedisplayed. You can also configure display properties for each of the tabs.“Designing views” on page 15Views define the information that is displayed to case workers, and how theinformation is displayed. You design the views that the case worker uses tocomplete a case in Case Manager Client. You determine the properties and thegrouping for the properties within a view.

Configuring the views displayed in the Case Information widgetYou can configure the Case Information widget to specify the tabs that are to bedisplayed. You can also configure display properties for each of the tabs.

Before you begin

You can configure the Case Information widget if you own the page that thewidget is on or have permission to edit the page.

Optionally, you can configure a custom menu action that will be displayed in apop-up menu when a user right-clicks a document on the Documents tab. You canthen wire this menu item to another custom widget on the page that performs anaction on the document. Before you configure a custom menu action, you mustcomplete the following steps:1. Create a custom widget for the action.

This custom widget must be registered in your mashup environment beforeyou can wire it to the Case Information widget.

2. Drag the custom widget onto the same page as the Case Information widget.You can hide the custom widget so that it cannot be seen by case workers.

3. Gather the following information:v The name to display in the pop-up menu for this custom actionv The name of the event that is used for this actionv The requirement for this action to process multiple items

Procedure

To configure the Case Information widget:


1. Click Edit Page, and then click the Display menu icon in the title bar of thewidget. Then, click Edit Settings.If the title bar is not visible, click the Show title bar icon in the upper rightcorner of the widget.

2. On the Content page, set and save the configuration options for the overallCase Information widget content:

Option Description

Display the Case ID in the CaseInformation widget

Select this check box to display the identifierfor the case in the Case Information widget.

Available Views Select the check boxes to indicate whichviews to display in the Case Informationwidget.

3. Optional: On the Documents tab, configure the number of documents todisplay per page or if you want the documents to open in a separate browser.

4. Optional: On the Documents tab, configure the pop-up menu that containscustom actions for case documents:a. Click Add. Then in the Menu label field, enter the text that is to be

displayed in the pop-up menu for this action. The maximum length of thelabel is 30 characters.

b. In the Event field, enter the name of the event in your custom widget thathandles this action. The maximum length of the event name is 100characters.

c. Click OK to add the menu item and click OK again to close the EditSettings window.

d. Click the Display menu icon in the title bar of the Case List widget andclick Edit Wiring. Wire the event that you previously specified to thecustom widget that you created for the action.

5. Optional: On the History tab, enter the number of entries to display per page.Related tasks:“Adding and modifying case types” on page 12Case types identify the tasks, content, processes, and views that are required tomanage the case.


Case List widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Case List widget to display the cases that are returned by a search.Case workers can select a case to view from the list.

The Case List widget displays the results of a search based on the criteria that thecase worker entered in the Search widget. The properties that are returned from asearch are those that were selected for display in the Case Summary view in CaseManager Builder, which might include any of the following properties:v The case identifier, which provides a link that the case worker can click to open

the case

94 User's Guide


v The ID of the case worker who last modified the casev The date that the case was last modifiedv The case typev The case status

You can edit the settings for the Case List widget to:v Limit the number of cases that are displayed on the pagev Configure a pop-up menu with custom actionsv Customize event handling for the widget


The Case List widget is included on the Cases page in the Solution space.“Configuring the pop-up menu for the Case List widget”You can configure a pop-up menu that contains custom actions for the CaseList widget.

Related concepts:“Search widget” on page 105You use the Search widget to provide case workers with a way to search for casesbased on selected property values.Related tasks:“Disabling broadcast widget events” on page 112You can configure a widget to prevent events from being broadcast automaticallyto the other widgets on the page. You can then manually wire the events for yourcase management application.“Designing views” on page 15Views define the information that is displayed to case workers, and how theinformation is displayed. You design the views that the case worker uses tocomplete a case in Case Manager Client. You determine the properties and thegrouping for the properties within a view.Related reference:


Configuring the pop-up menu for the Case List widgetYou can configure a pop-up menu that contains custom actions for the Case Listwidget.

Before you begin

You can customize the Case List widget if you own the page that the widget is onor have permission to edit the page.

You must complete the following steps before you can configure a pop-up menufor the Case List widget:1. Create a custom widget for the action.

This custom widget must be registered in your mashup environment beforeyou can wire it to the Case List widget.

2. Drag the custom widget onto the same page as the Case List widget.You can hide the custom widget so that it cannot be seen by case workers.



3. Gather the following information:v The name to display in the pop-up menu for this custom actionv The name of the event that is used for this actionv The requirement for this action to process multiple items

Procedure

To add the custom action to the Case List pop-up menu:1. Click Edit Page, and then click the Display menu icon in the title bar of the


2. Click the Menu tab. Then, click Add.3. In the Menu label field, enter the text that is to be displayed in the pop-up

menu for this action. The maximum length of the label is 30 characters.4. In the Event field, enter the name of the event in your custom widget that

handles this action. The maximum length of the event name is 100 characters.5. Click OK to add the menu item and OK again to close the Edit Settings

window.6. Click the Display menu icon in the title bar of the Case List widget and click

Edit Wiring.7. Wire the event that you previously specified to the custom widget that you

created for the action.

Case Toolbar widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Case Toolbar widget to specify the actions that case workers can takefor cases. These actions can be implemented as buttons or as More Actions menuitems in the toolbar.


The Case Toolbar widget is included on the following pages in the Case Pagesspace:

Case Details pageOn this page, the Case Toolbar contains the following buttons by default:v Add Task

v Comments

v Close

You can edit the settings for the Case Toolbar widget to:v Add, remove, and edit the buttons and menu options that are available

to case workersv Customize event handling for the widget

Add Case pageOn this page, the Case Toolbar contains the following buttons by default:v Add

v Cancel

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You can edit the settings for the Case Toolbar widget to customize eventhandling for the widget. You can also edit the settings to add buttons ormenu options. However, the Case Manager Client actions are not relevantto the Add Case page.

Split Case pageOn this page, the Case Toolbar contains the following buttons by default:v Add

v Cancel

You can edit the settings for the Case Toolbar widget to customize eventhandling for the widget. You can also edit the settings to add buttons ormenu options. However, the Case Manager Client actions are not relevantto the Split Case page.

If you use the Case Toolbar widget on a custom page, the widget contains thefollowing buttons by default:v Add Task

v Comments

v Close

On a custom page, you can edit the settings for the Case Toolbar widget to:v Add custom buttons to the toolbar and actions to the More Actions menu. In

addition, you can remove the Add Task button and the Comments button.v Customize event handling for the widget

“Configuring buttons and menu options for the Case Toolbar widget”On a Case Details page or a custom page, you can configure the Case Toolbarwidget to add, remove, and edit the buttons and menu options that areavailable to case workers. You can also configure the Case Toolbar on an AddCase page, if necessary.



Configuring buttons and menu options for the Case ToolbarwidgetOn a Case Details page or a custom page, you can configure the Case Toolbarwidget to add, remove, and edit the buttons and menu options that are availableto case workers. You can also configure the Case Toolbar on an Add Case page, ifnecessary.

Before you begin

You can configure the Case Toolbar widget if you own the page that the widget ison or have permission to edit the page.



Procedure

To add custom buttons and actions to the Case Toolbar widget:1. Click Edit Page, and then click the Display menu icon in the title bar of the


2. You can add any action as a button or as a menu action.v To add a button, click the Toolbar Options tab.v To add a menu action, click the Actions Menu tab.

You have limited space to add buttons that always display in the toolbar.3. Click Add.4. In the Button Label or Menu Label field, enter the label for this action.5. From the Action Widget list, select a custom action or select one of the

following Case Manager Client actions:

Action Widget Description

Add Task Opens the Add Task dialog box so that thecase worker can add a discretionary task tothe case.

Add Comment Opens the Add Comment dialog box so thatthe case worker can add a comment to thecase.

Manage Roles Opens the Manage Roles dialog box so thatthe case worker can add and remove usersor groups to different solution roles.

Open Web Page Opens the specified web page in a separatebrowser window.

You must enter the URL for the web page toopen when the case worker selects thisaction.

Send Link to Case by Email Opens the case worker’s email client with anew message that contains the link to thecase. The case worker can edit the messageas needed before sending it.

Show Link to Case Opens the Show Link to Case dialog box sothat the case worker can view or copy thelink to the case.

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Split Case Opens the Split Case page so that the caseworker can create a new case that reusesdata from the original case.

By default, the Split Case action displays alist of case types. To create a Split Casebutton or menu option that creates a case ofa specific type, select the case type.

The Split Case page displays the propertiesfor the selected case type in the Split CaseData widget. For properties that match, thevalues are populated with the values fromthe original case. The case worker can editthese values as needed for the new case.

The page also contains the Select CaseDocument widget in which the case workercan select documents from the original casethat are to also be associated with the newcase.

Restriction: You cannot edit the Close button. You cannot edit the names of theactions behind the Add Task button and Add Comment buttons, only thelabels for the buttons.

Command widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

The Command widget is a hidden widget that is located on each page. It controlspage navigation when a case worker opens, creates or updates a case or a workitem, and handles data loading and saving case and work item details.

The widget coordinates all of the other widgets on a page by maintaining aregistry of the data widgets, such as the Case Data widget. It retrieves and sendsdata from the server to other widgets, eliminating multiple trips to the server bydifferent widgets. When a case worker closes the page, the Command widgetpublishes an event to the other data widgets on the page, and each data widgetresponds by sending an event back.

The Command widget is also responsible for calling the backend REST protocol forcreate, read, and update operations.

The Command widget is useful for creating customized pages. You can use theCommand widget to get information from other custom widgets.

You can edit the settings for the Command widget to:v Identify the case management solution with which the Command widget is usedv Customize event handling for the widget


All pages include this hidden widget.


“Configuring a solution for the Command widget”If you create a custom space, you must configure the Command widget toidentify the case management solution with which the Command widget andother widgets are used.



Configuring a solution for the Command widgetIf you create a custom space, you must configure the Command widget to identifythe case management solution with which the Command widget and other widgetsare used.

Before you begin

You can configure the Command widget if you own the page that the widget is onor have permission to edit the page.

About this task

The Command widget is required on all pages, because it communicates with allthe other widgets on a page to maintain a registry of the data widgets. You onlyneed to add the Command widget for customized pages. The default pagesalready include the Command widget.

Procedure

To configure the Command widget:1. Click Edit Page, and then click the Open Hidden Widget icon.2. Click the Display menu icon in the title bar of the Command widget, and then

click Edit Settings.

3. From the Solution name list, select the solution for which the Commandwidget is to be used. When you select a solution name, the followinginformation is displayed for the solution:v The description of the solutionv The name of the target object store to which the solution is deployedv The the Process Engine server, communications port, and isolated region

number that are used to connect to the workflow database.v The identifier that is set in the VWService system for the web application

that is associated with the solution

Connector for IBM Business Process Manager widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

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The Connector for IBM Business Process Manager widget enables IBM CaseManager to work with the IBM Business Process Manager Inbox widget, whichdisplays a combined list of IBM Case Manager work items and IBM BusinessProcess Manager tasks in an integrated inbox. The Connector for IBM BusinessProcess Manager widget handles the IBM Business Process Manager Inbox widgetevents that open or reassign IBM Case Manager work items from the integratedinbox. You must add it to the same page that contains the IBM Business ProcessManager Inbox widget.Related reference:

Configuring widgets for an integrated inboxAn integrated inbox displays a combined list of IBM® Case Manager work itemsand IBM Business Process Manager tasks. Case workers can view and work withIBM Case Manager work items and IBM Business Process Manager tasks in apersonal inbox or in the inbox that is associated with their role.

Document Viewer widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Document Viewer widget to display to case workers documents thatare stored in FileNet P8 object stores or IBM Content Manager repositories.

For FileNet P8 documents, the Document Viewer widget uses the Workplace XTImage Viewer applet to display and annotate image documents.

For IBM Content Manager documents and other document formats, such as AdobePDF, the document is displayed in the Document Viewer widget if the browser hasa plug-in or support for the MIME type of the document. If not, the browserprompts you to open the document with an application that is installed on theclient or to save the file.


The Document Viewer widget is included on the following pages:v Case Detailsv Work Detailsv Add Task

“Configuring the Document Viewer widget for FileNet P8 documents” on page102You cannot directly configure the Document Viewer widget. However, tochange how the Document Viewer widget displays FileNet P8 documents, youcan modify the view attributes in Workplace XT. You do not need to customizethe Document Viewer for IBM Content Manager documents.


http://publib.boulder.ibm.com/infocenter/casemgmt/v5r1m0/topic/com.ibm.casemgmt.installing.doc/acmcp124.htm



Configuring the Document Viewer widget for FileNet P8documentsYou cannot directly configure the Document Viewer widget. However, to changehow the Document Viewer widget displays FileNet P8 documents, you can modifythe view attributes in Workplace XT. You do not need to customize the DocumentViewer for IBM Content Manager documents.

Procedure

To customize how the Document Viewer widget displays content for FileNet P8documents:

Edit the Workplace XT configuration file content_redir.properties. Thecontent_redir.properties file contains code that specifies how the system willredirect a document when a user attempts to open a file from Workplace XT. Basedon the MIME type, content is redirected either to a Workplace XT Java ServerPages (JSP) page or servlet or to a custom application.The content_redir.properties should be in Workplace XT configuration directory,which is C:\Program Files\IBM\FileNet\Config\WebClient by default.Related information:

Content redirection properties for Workplace XTSee the IBM FileNet P8 Platform Information Center to see the default contentredirection properties and how to modify them.

In-baskets widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

In the In-baskets widget, case workers can view and work with work items in theirpersonal in-basket and the in-basket that is associated with their role.

The In-baskets widget contains a separate tabbed page for each in-basket that isassociated with each role. The number of work items in an in-basket is displayedon the tab next to the in-basket name. Depending on the number of work itemsand the in-basket configuration, the tab might contain multiple pages.

Case workers can double-click work items to open them. The information that isdisplayed for each work item in the in-basket depends on how the in-basket wasconfigured in the Case Manager Builder.

Important: The property values that are displayed in the in-basket are updatedonly when a case worker completes a work item. The values are not updated if acase worker merely saves changes to the work item.

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http://publib.boulder.ibm.com/infocenter/p8docs/v5r0m0/topic/com.ibm.p8.xt.user.doc/ae_help/ae_admin/aeadm_config_file_content_redir.htm

In the Case Manager Builder, you can configure:v One personal in-basket for a solutionv One in-basket for each role in a solution

You can configure additional in-baskets for a role by using the Process Designer.

You can edit the settings for the In-baskets widget to:v Customize the content that is displayed by specifying the role associated with

the widgetv Configure a pop-up menu with custom actionsv Customize event handling for the widget


The In-baskets widget is included on the Work page in the Solution space.“Configuring content displayed for the In-baskets widget”In-baskets are associated with roles. Before the In-baskets widget can be used,you must specify the role for the in-baskets to display in the widget. You canconfigure the In-baskets widget to set a specific role. Alternatively, you can wirethe Receive Role event to the In-baskets widget to pass in the role.“Customizing the pop-up menu for the In-baskets widget” on page 104You can customize the pop-up menu for the In-baskets widget by addingcustom actions.

Related concepts:“In-baskets and integrated inboxes” on page 116You use either an in-basket or an integrated inbox to view, open, and work withtasks and work items assigned to you or others. An in-basket displays IBM CaseManager work items if your case management solution is not integrated with IBMBusiness Process Manager. If your case management solution is integrated withIBM Business Process Manager, an integrated inbox displays both IBM CaseManager work items and IBM Business Process Manager tasks.Related tasks:“Disabling broadcast widget events” on page 112You can configure a widget to prevent events from being broadcast automaticallyto the other widgets on the page. You can then manually wire the events for yourcase management application.Related reference:


Configuring content displayed for the In-baskets widgetIn-baskets are associated with roles. Before the In-baskets widget can be used, youmust specify the role for the in-baskets to display in the widget. You can configurethe In-baskets widget to set a specific role. Alternatively, you can wire the ReceiveRole event to the In-baskets widget to pass in the role.

Before you begin

You can configure the In-baskets widget if you own the page that the widget is onor have permission to edit the page.



Procedure

To configure the In-baskets widget:1. Click Edit Page, and then click the Display menu icon in the title bar of the



Property Description

Number of work items to display per page Specify the maximum number of work itemsto be displayed on each page in theIn-baskets widget. The user can page throughthe list to view additional work items.

You can enter a number from 1 - 150.

Select a role Optional: Select the role for which theassigned in-baskets are to be displayed in theIn-baskets widget. The available roles aredetermined by the application spaceconfiguration.

Do not select a role if the role is to be passedin an event from another widget.

Customizing the pop-up menu for the In-baskets widgetYou can customize the pop-up menu for the In-baskets widget by adding customactions.

Before you begin

You can customize the In-baskets widget if you own the page that the widget is onor have permission to edit the page.

You must complete the following steps before you can customize the In-basketswidget pop-up menu:1. Create a custom widget for the action. This custom widget must be registered

in your mashup environment before you can wire it to the In-baskets widget.2. Drag the custom widget onto the same page as the In-baskets widget. You can

hide the custom widget so that it cannot be seen by case workers.3. Gather the following information:

v The name to display in the pop-up menu for this custom actionv The name of the event that is used for this actionv The requirement for this action to process multiple items

Procedure

To add the custom action to the In-baskets widget pop-up menu:1. Click Edit Page, and then click the Display menu icon in the title bar of the


2. Click the Menu tab.

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3. Click Add.4. In the Menu label field, enter the text that is to be displayed in the pop-up

menu for this action. The maximum length of the label is 30 characters.

Restriction: Character limits might vary depending on your language.5. In the Event field, enter the name of the event in your custom widget that

handles this action. The maximum length of the event name is 100 characters.

Restriction: Character limits might vary depending on your language.6. Optional: If the custom widget permits users to apply this action to more than

one item at a time, select Allow users to select multiple work items for thisaction.

7. Click OK to add the menu item and OK again to close the Edit Settingswindow.

8. Click the Display menu icon in the title bar of the In-baskets widget and clickEdit Wiring.

9. Wire the event that you previously specified to the custom widget that youcreated for the action.



Original Case Data widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Original Case Data widget to display property values for a case that isbeing split to create a new case. A case worker can compare the values in thiswidget to the values that are displayed in the Split Case Data widget for the newcase.

The Original Case Data widget is included by default on the Split Case page so thecase worker can view the properties of the original case. The widget is read-only.

Search widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Search widget to provide case workers with a way to search for casesbased on selected property values.

The Search widget provides a basic search and an advanced search. Case workerscan use the basic search to find cases based on a specific property value. Basicsearch searches across all case types. Case workers can use the advanced search tofind cases in a specific case type or to narrow the search based on variousproperties.



You specify the properties that are available in the basic search and in theAdvanced Search dialog box by configuring the Search view for the case type inCase Manager Builder.

The Case List widget runs the search by using the criteria that is entered in theSearch widget and displays the results.

You can edit the settings for the Search widget to customize event handling for thewidget.


The Search widget is included on the Cases page in the Solution space.Related concepts:“Case List widget” on page 94You use the Case List widget to display the cases that are returned by a search.Case workers can select a case to view from the list.Related tasks:“Disabling broadcast widget events” on page 112You can configure a widget to prevent events from being broadcast automaticallyto the other widgets on the page. You can then manually wire the events for yourcase management application.“Designing views” on page 15Views define the information that is displayed to case workers, and how theinformation is displayed. You design the views that the case worker uses tocomplete a case in Case Manager Client. You determine the properties and thegrouping for the properties within a view.Related reference:

Case Manager Client widget communicationsSee the IBM Case Manager Information Center for events that each widget canpublish and handle, and the corresponding payload types for each event.“Search tips for cases” on page 120You can conduct a basic or advanced search. Use the basic search to search acrossall case types by a case property, such as case ID, case title, or date created. Useadvanced search to search for a case within a specific case type or to specify morecomplex criteria, such as the date the case was added or modified, the user whoadded or modified the case, or other case properties.

Select Case Documents widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Select Case Documents widget to select the documents from anexisting case that are also to be associated with a new split case.

The Select Case Documents widget is included on the Split Case page. The widgetdisplays a list of the documents that are associated with the original case. You canselect from this list those documents that are also to be associated with the newcase. Associating the documents with the new case does not remove them from theoriginal case.

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Split Case Data widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You can use the Split Case Data widget to enable case workers to create a new casethat reuses property values from an existing case.

The Split Case Data widget is included on the Split Case page. The widgetdisplays the properties for the case type that is selected for the new case. Forproperties that match, the values are populated with the values from the originalcase. The case worker can edit these values as needed for the new case.

The behavior of the Split Case Data widget is the same as the Case Data widget.

You can edit the settings for the Split Case Data widget to customize eventhandling for the widget.

Toolbar widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Toolbar widget to enable a case worker to open a web page, add cases,manage roles, or perform a custom action.

You can edit the settings for the Toolbar widget to:v Add, remove, and edit the buttons and menu options that are available to case

workersv Customize event handling for the widget


The Toolbar widget is included on the following pages in the Solution space:v Workv Cases

“Configuring buttons and menu options for the Toolbar widget” on page 108You configure the Toolbar widget to add actions either as buttons or menuoptions. You can add either custom action widgets that you define or the actionwidgets that are provided with IBM Case Manager: Add Case, Manage Roles,and Open Web Page.




Configuring buttons and menu options for the Toolbar widgetYou configure the Toolbar widget to add actions either as buttons or menu options.You can add either custom action widgets that you define or the action widgetsthat are provided with IBM Case Manager: Add Case, Manage Roles, and OpenWeb Page.

Before you begin

You can configure the Toolbar widget if you own the page that the widget is on orhave permission to edit the page.

You must complete the following steps before you can add a custom action to theToolbar widget:1. Create a custom widget for the action. This custom widget must be registered

in your mashup environment before you can wire it to the In-baskets widget.2. Drag the custom widget onto the same page as the In-baskets widget. You can

hide the custom widget so that it cannot be seen by case workers.3. Gather the following information:

v The name to display in the Toolbar for this custom actionv The name of the event that is used for this actionv Whether the custom widget enables the user to select multiple items to be

processed by the action

Procedure

To add an action to the Toolbar widget:1. Click Edit Page, and then click the Display menu icon in the title bar of the


2. You can add any action as a button or as a menu action.v To add a button, click the Configure Buttons tab.v To add a menu action, click the Customize Actions Menu tab.

You have limited space to add buttons that always display in the toolbar.3. Click Add.4. In the Button Label or Menu Label field, enter the label for this action.5. From the Action Widget list, select a custom action or select one of the

following Case Manager Client actions:

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Add Case Opens the Add Case page so that the caseworker can create a case.

By default, the Add Case action displays alist of case types that the case worker haspermission to create. To create an Add Casebutton or menu option that creates a case ofa specific type, select the case type.

Manage Roles Opens the Manage Roles dialog box so thatthe case worker can add and remove usersor groups to different solution roles.

Open Web Page Opens the specified web page in a separatebrowser window.

You must enter the URL for the web page toopen when the case worker selects thisaction.

Work Item Toolbar widgetIf you are working on a case or a work item and need help, see “Managing a case”on page 115. If you need to configure this widget, continue reading.

You use the Work Item Toolbar widget to enable case workers to respond to workitems or to add new tasks.

You can edit the settings for the Work Item Toolbar widget to:v Display header information in the widgetv Specify whether the next work item in the queue is opened automatically when

the current work item is completedv Add a Get Next button so that case workers can choose to open the next work

item in the queuev Customize event handling for the widget


The Work Item Toolbar widget is included on the following pages in the StepPages space:

Work Details pageOn this page, the Work Item Toolbar contains the following elements bydefault:v A header that includes the step (work item) name, description, and due

date. A description was not required in Case Manager Builder, so itmight not be displayed.

v An Add Comment button that opens a dialog box for the case worker toadd a comment to the work item.

v Response buttons or a Complete button that the case worker uses toprocess the work item and to indicate how the workflow is to progress.A response button is created for each response that is defined for thestep workflow. If no responses are defined, the Complete button isdisplayed. If there is not enough room to accommodate all the responsebuttons, the additional buttons are included in the More Actions menu.


v A Save button.v A Close button.

Add Task pageOn this page, the Work Item Toolbar contains the following links andbuttons by default:v View Instructions link to open instructions that you created for the step

in the Step Editor of the Case Manager Builder. If you did not addinstructions for the step, the link opens a pop-up window with noinstructions.

v Add

v Cancel

“Configuring the appearance and behavior of the Work Item Toolbar widget”You configure the Work Item Toolbar widget to display header information inthe widget and to determine whether the next work item in the queue isopened automatically when the current work item is completed. You can alsoconfigure the behavior of the Comments button.



Configuring the appearance and behavior of the Work ItemToolbar widgetYou configure the Work Item Toolbar widget to display header information in thewidget and to determine whether the next work item in the queue is openedautomatically when the current work item is completed. You can also configure thebehavior of the Comments button.

Before you begin

You can configure the Work Item Toolbar widget if you own the page that thewidget is on or have permission to edit the page.

Procedure

To configure the Work Item Toolbar widget:1. Click Edit Page, and then click the Display menu icon in the title bar of the



110 User's Guide



Display work item name, description, anddeadline

Select this check box to display thedescription, the due date, and the step (workitem) name within the Work Item Toolbarwidget. These values are displayed in theWork Item Toolbar widget on the WorkDetails page when the case worker opens awork item.

Display "Get next" option Select this check box if a Get next check boxis to be displayed in the toolbar. When Getnext is available and the case worker selectsit, after they complete a work item, they canget the next work item from their in-basketwithout leaving the Work Details page.

v If you select this check box, but do notselect the Make "Get next" automaticcheck box, the Get next check box is notselected when the case worker opens theWork Details page.

v If you select this check box and the Make"Get next" automatic check box, the Getnext check box is selected when the caseworker opens the Work Details page.

Tip: The Get next option returns the nextitem in the queue that is unlocked andavailable to be opened, based on the currentsort order of the work items in the in-basket.

Make "Get next" automatic Select this check box so that the if the nextitem in the in-basket is to be opened bydefault when the case worker completes awork item.

If the Make "Get next" automatic check box isalso selected, Get next check box isautomatically selected when the case workeropens a work item.



Comment Type Select one of the following options toindicate what type of comments are to beadded when users click the Commentsbutton:

Show work item comments onlyThe Comments button adds workitem comments.

These comments are displayed inthe Comments dialog box only fromthe Work Details page while thework item is not complete. After thework item is complete, thesecomments are visible only on theHistory tab in the Case Informationwidget.

Show case comments onlyThe Comments button adds casecomments.

These comments are displayed inthe Comments dialog box from theWork Details page or the CaseDetails page.

Disabling broadcast widget eventsYou can configure a widget to prevent events from being broadcast automaticallyto the other widgets on the page. You can then manually wire the events for yourcase management application.

About this task

Widgets use events to communicate with each other. Each widget has a list ofevents that it can publish and a list of events that it can handle. A widget canpublish an event in the following ways:v The widget can broadcast the published event to all other widgets on the page.

The event is processed by any widget that has a corresponding event to handlethe published event. In the mashup environment, broadcast events are not listedin the wiring dialog box.

v The widget can send the published event to specific widgets. To send thepublished event, you wire the published event to a corresponding event that ishandled by the receiving widget.

Most IBM Case Manager widgets broadcast events to the other widgets on thepage. This default behavior means that you can use the widgets without needingto wire the events manually.

If you add custom widgets for your solution, you might need to disable theautomatic broadcasting events. You then need to wire the events manually to theappropriate widgets.

Tip: For the IBM Case Manager widgets, the event that handles a broadcast eventhas the same identifier as the broadcast event. For example, the SendCaseInfo

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event that is broadcast by the Command widget is handled by the SendCaseInfoevent for any of the following widgets that are on the page:v Case Datav Case Formv Case Informationv Case Listv Case Toolbar

For example, you might want to validate case data that is entered by a case workerbefore that data is broadcast to other widgets. To do so, you add a custom widgetthat performs the validation on the page with the Case Data widget. The customwidget must publish an event and handle an event. Next, you disable broadcastingof the RespondCaseDataUpdate event for the Case Data widget. You then manuallywire the RespondCaseDataUpdate event for the Case Data widget to the handlingevent for your custom widget. You manually wire the event that is published bythe custom widget to the Command widget.

Procedure

To prevent a widget from automatically broadcasting an event:1. Navigate to the page that contains the widget and click Edit Page.2. Click the Display menu icon and then click Edit Settings.

If the title bar is not visible, click the Show title bar icon in the upper rightcorner of the widget.The configuration window is displayed in the widget.

Tip: If the widget is small, select Maximize from the menu to display theconfiguration window without scrolling. When you finish configuring thewidget, select Restore from the menu to return the widget to its original size.

3. On the Event Settings tab, select the Disable default wiring check box for theevent.

What to do next

After you disable a broadcast event for a Case Manager Client widget, you mustprovide an alternative way for the widget to communicate with other widgets. Youcan wire the event manually to communicate with other widgets as needed.Related reference:




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Managing a case

From the Case Manager Client, you can process work items that are assigned toyou and search for and view information about the associated cases. You can addunplanned tasks to be completed by you or others. You can assign users andgroups to roles.

About this task

A case consists of a collection of information that is used to achieve a businessgoal. A case can contain documents, history, miscellaneous comments, and otherinformation that is used to process and manage the case.

Tip: If your case management system is integrated with IBM Lotus Sametime, youcan save a Sametime chat by using the comment feature in the Case Toolbar.

“Managing roles”You can add users and groups to a role by clicking Manage Roles from thetoolbar on some pages.“In-baskets and integrated inboxes” on page 116You use either an in-basket or an integrated inbox to view, open, and workwith tasks and work items assigned to you or others. An in-basket displaysIBM Case Manager work items if your case management solution is notintegrated with IBM Business Process Manager. If your case managementsolution is integrated with IBM Business Process Manager, an integrated inboxdisplays both IBM Case Manager work items and IBM Business ProcessManager tasks.“Reusing case data” on page 118You can use the Split Case action to create a case that reuses data from anexisting case. The new case can be the same type as the original case or it canbe a different case type.“Adding new tasks for a case” on page 119A task organizes work items that must be completed to process a case.“Search tips for cases” on page 120You can conduct a basic or advanced search. Use the basic search to searchacross all case types by a case property, such as case ID, case title, or datecreated. Use advanced search to search for a case within a specific case type orto specify more complex criteria, such as the date the case was added ormodified, the user who added or modified the case, or other case properties.“Search tips for documents” on page 121If the repository supports content-based searches, you can search for documentsthat contain a specified word or phrase. Depending on how the repository isconfigured, you can also search for documents whose properties contain aspecified word or phrase.

Managing rolesYou can add users and groups to a role by clicking Manage Roles from the toolbaron some pages.


About this task

Roles for case management solutions are set in the Case Manager Builder. You canassign users and groups to those roles from any of the following pages within theCase Manager Client:v Work page, which displays your in-basketsv Cases page, which displays the list of casesv Case Details page, which displays information about a selected case

These page names are the default page names.

If you are a member of more than one role and if your space has been configuredto allow it, you can select a role from the toolbar.

Procedure

To add users or groups to a role:1. From the toolbar, click Manage Roles.2. Select a role for which you want to change the membership and click Add

Members. If you are looking for a role that is not listed, ask your businessanalyst whether a new role can be added.

3. Search a selected domain for users or groups.4. Select users and groups to move them to the role membership. If you do not

see expected users or groups, contact your IT administrator to ask whether youare using the correct domain. The IT administrator might need to add usersand groups to the system.

5. Click OK in both windows to save your changes.

In-baskets and integrated inboxesYou use either an in-basket or an integrated inbox to view, open, and work withtasks and work items assigned to you or others. An in-basket displays IBM CaseManager work items if your case management solution is not integrated with IBMBusiness Process Manager. If your case management solution is integrated withIBM Business Process Manager, an integrated inbox displays both IBM CaseManager work items and IBM Business Process Manager tasks.

In-baskets

The work items assigned specifically to you are displayed in your personalin-basket. The work items assigned to a group are displayed in one or more rolein-baskets.

The in-basket widget contains a separate tab for your personal in-basket (MyInbox, by default) and for each role in-basket that is associated with everyone whohas your role.

The personal in-basket displays the work items that are assigned directly to you. Youcan select any work item in your in-basket, open it to complete the item, reassign itto someone else, or view its attachments or data fields.

The role in-baskets display work items that are assigned to a group of people whoshare the same role. Anyone in that role can select a work item from a rolein-basket to work on. You can move a work item from the role in-basket to your

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own in-basket for processing. You can also process the work item from the rolein-basket. Access to a role in-basket is determined by the person who configuredthe Case Manager Client application that you are using, so you might not be ableto see a specific role in-basket.

Important: The property values that are displayed in the in-basket are updatedonly when you complete a work item. The values are not updated if you merelysave changes to the work item.

The number of work items that are contained in an in-basket is displayed on thetab next to the in-basket name. Depending on the number of work items and thein-basket configuration, you can use the paging controls to see all work items.

You can filter the items in in-baskets based on the filter criteria configured for you.The filter restricts the items that are displayed for faster access and minimizes thetime that you spend locating items in your inbox. For example, you might have afilter for high priority items. As you enter the filtering conditions, remember:v The conditions are case-sensitive.v If you exceed the maximum length of a string data field, you will get a message

stating that the In-basket widget cannot get the queue elements. Character limitsmight vary depending on your language.

v The number of items shown reflects the total number of filtered work items thatare in the in-basket.

You can do the following actions with in-baskets by clicking My Inbox or anothertabbed page:

Apply filtersFilters can reduce the number of work items that are shown.

Open work itemsYou can double-click a work item to open it. By default, the work itemopens in a new page that is named Work Details.

Open the next work itemYou can open the next work item in the in-basket by clicking Get next.

The Get next option returns the next item in the queue that is unlockedand available to be opened, based on the current sort order of the workitems in the in-basket.

View work item detailsView more information about the work item on the Work Details page.Each work item can be associated with a case. From the Work Details page,you can:v View information about the work item and information about the

associated case.v Edit work item data, including case properties.v View, check out or check in, and edit the properties of documents that

are attached to the work item. You can check out, check in, cancelcheckout, or view properties for documents that are stored only in thecontent repository. For FileNet P8 documents, you can select the versionof the document that you want to work with.

v Add a comment to the work item for others to read.v Attach another document to the work item by clicking Add.

Managing a case 117

Restriction: You can attach any document, including system files suchas workflows and entry templates, only if they are stored in the contentrepository.

v Dispatch the work item to the next step by clicking an available toolbarbutton or selection under More Actions.

Integrated inboxes

An integrated inbox provides a single list that displays both IBM Case Managerand IBM Business Process Manager items. IBM Business Process Manager items inthe list are called tasks. IBM Case Manager items in the list are called work items orsteps.

The integrated inbox uses the IBM Business Process Manager Inbox widget todisplay the combined list of IBM Business Process Manager tasks and IBM CaseManager work items.

If you open an IBM Case Manager work item, the work item is displayed in anIBM Case Manager Work Details page. If you open an IBM Business ProcessManager task, the task is displayed in an IBM Business Process Manager widget.

You can only edit or reassign IBM Case Manager work items in an integratedinbox. After you open an IBM Case Manager work item from the integrated inboxinto a Work Details page, you can do the same actions as you can in a WorkDetails page that was opened from an in-basket, except for Get Next. If the page isopened from an integrated inbox, the Get Next action does not return the nextitem even if the option is enabled in the Work Item Toolbar widget.

To learn more about working with IBM Business Process Manager tasks in theInbox widget, see the Using Inbox topic in the IBM Business Process ManagerInformation Center.

Reusing case dataYou can use the Split Case action to create a case that reuses data from an existingcase. The new case can be the same type as the original case or it can be a differentcase type.

About this task

Sometimes, you want to reuse data from an existing case in a new case. Forexample, a claim against a customer’s automobile insurance might be filed as asingle case. On further review, you might decide that the claim includes propertydamage that needs to be filed as a claim against the customer’s homeowner policy.When you create the second case, you want to reuse data, such as customerinformation and accident details, from the original case. In Case Manager Client,reusing data in this way is done by splitting the original case. When you split acase, Case Manager Client populates any matching property in the new case withvalues from the original case.

The split case action is configurable, so you must contact your IBM Case Manageradministrator to determine whether the action is available and what it is called.

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http://publib.boulder.ibm.com/infocenter/dmndhelp/v7r5m1/index.jsp?topic=/com.ibm.bspace.help.widg.wpsesb.doc/topics/tbsp_usinginbox.html

Procedure

To create a case that reuses data from an existing case:1. Open the case from which you want to reuse data.2. On the Case Details page, click Split Case or the equivalent action in your

application and select the type of case that you want to create.3. On the Split Case page, modify and add property values as needed.4. Optional: Add documents from the original case to the new case. Adding

documents to the new case does not remove the documents from the originalcase.

5. Click Add. It might take a few seconds for the new case to be created.

What to do next

On the Cases page, search for the new case and then open it from the Case Listwidget. If you need the ID of the new case, look in the history for the originalcase.

Adding new tasks for a caseA task organizes work items that must be completed to process a case.

About this task

You can add a task from the Case Details page or the Case Information - Tasksview.

In Case Manager Client, the workgroups are displayed in the Case Data widgetwhere you can also add users to the workgroup.

Procedure

To add a new task for a case:1. Click Add Task.2. Select a task type. The task types were created by the person who configured

this Case Manager Client application.3. Specify a name for this task that you and others who need to work on this task

will understand.4. Click OK.

What to do nextv If your business analyst created a workgroup for any of the work items in this

task, you can assign specific users to the workgroup. Click workgroup name >Add in the Case Data section to open the Add Members window.

v If your business analyst defined attachments that are needed to complete any ofthe work items in this task, click Add in the Attachments section to add anydocuments to the work items.

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Search tips for casesYou can conduct a basic or advanced search. Use the basic search to search acrossall case types by a case property, such as case ID, case title, or date created. Useadvanced search to search for a case within a specific case type or to specify morecomplex criteria, such as the date the case was added or modified, the user whoadded or modified the case, or other case properties.

Tip: You might experience a short delay between the time that you create a caseand the time that the search function can find that case.

Expand or narrow your search by selecting All or Any under Match criteria.Selecting Any will return results that meet at least one of the specified criteria.Selecting All will return fewer results because each result must meet all of thespecified criteria.

Tip: A search that returns a large number of cases can take a long time to process.Enter specific search criteria to reduce the number of cases that are returned andthe time required for the search.

Depending on how your environment is configured, the search criteria might becase sensitive.

Case information

You can narrow the results by selecting the case type from a list of available typesor specifying a case ID. You can also narrow the search to cases that are in aparticular state. The case states that you can select are: Working, Complete, orFailed. Note that cases that are new or initializing in the system are filtered outautomatically.

Dates

You can specify a range of dates to find cases added or modified between thespecified dates. If you specify only a beginning date the search returns cases addedor modified on that date.

Users

You can search for cases added or modified by specified users. You must select auser from a list of users by clicking Select. You can specify only one user at a time.

User-specified properties

If a case has other properties, you can search by those properties after first clickingAdd search criteria. You can specify the values that the selected properties mustmatch, and select the operators that determine how they match.

Example 1

Find all of the cases of type Auto Claim that were started during the last quarter:

Match criteriaAll

Case typeAuto Claim

120 User's Guide

Date added betweenApril 1, 2010 and June 30, 2010

Example 2

Find all of the cases of type Auto Claim by assigned agent:

Match criteriaAll

Case typeAuto Claim

Agent (specific property for the case type Auto Claim)Agent user name

Search tips for documentsIf the repository supports content-based searches, you can search for documentsthat contain a specified word or phrase. Depending on how the repository isconfigured, you can also search for documents whose properties contain aspecified word or phrase.

If the repository supports content-based searches, the Keyword field is included inthe Search dialog box when you:v Click Add > Select Document on the Documents tab in the Case Information

widget.v Click Add in the Attachment widget and then select The repository.

You can refine your search by using operators in the search term. Searches are notcase sensitive.

Searching for exact words or phrases

You can search for an exact phrase by enclosing it in double quotation marks (").For example, the search term "insurance claim" searches for the two-word phraseinsurance claim, not the separate words insurance and claim. The search terminsurance claim, without the quotation marks, searches for the separate wordsinsurance and claim.

Searching with wildcard characters

You can use the following wildcard characters:

Asterisk (*)Represents multiple unknown characters in the term. For example, thesearch term par* returns documents that contain the words partly,participate, partial, and other words beginning with par.

Question mark (?)Represents a single unknown character. For example, the search term par?returns documents that contain part, but not partial or partly.

Restriction: The question mark (?) wildcard character can be used only inthe middle or end of search strings and only if your are using a ContentEngine object store. You cannot use the question mark at the beginning of asearch query, such as ?part.

Managing a case 121

Searching with Boolean operators

You can use the following Boolean operators in the search query: AND, OR, or theminus sign (-). The minus sign is the same as the Boolean NOT operator. You canalso use the Boolean operators in combinations by using parentheses.

Table 4. Examples of search terms with Boolean operators

Search term Results

automobile AND "major loss" Narrows the search to include documentsthat must contain both the term automobileand the phrase major loss anywhere in thedocument.

automobile OR "major loss" Expands the search to include documentsthat contain either the term automobile orthe phrase major loss anywhere in thedocument.

automobile -"major loss" Searches for documents that containautomobile and that do not contain thephrase major loss anywhere in thedocument.

automobile OR truck -"major loss" Searches for documents that contain eitherthe term automobile or the term truck andthat do not contain the phrase major lossanywhere in the document.

automobile OR (truck AND -"major loss") Searches for document with automobile anddocuments that do not have automobile butthat have the word truck but not the word-"major loss".

Searching with match conditions

If you do not include Boolean operators in the search term, you can select anoption from the Match conditions list to narrow the search:

All wordsSearches for documents that contain all the terms that are entered in theKeyword field. This option is the default setting.

Any wordsSearches for documents that contain one or more of the terms that areentered in the Keyword field.

122 User's Guide

Notices

This information was developed for products and services offered in the U.S.A.

IBM may not offer the products, services, or features discussed in this document inother countries. Consult your local IBM representative for information on theproducts and services currently available in your area. Any reference to an IBMproduct, program, or service is not intended to state or imply that only that IBMproduct, program, or service may be used. Any functionally equivalent product,program, or service that does not infringe any IBM intellectual property right maybe used instead. However, it is the user's responsibility to evaluate and verify theoperation of any non-IBM product, program, or service.

IBM may have patents or pending patent applications covering subject matterdescribed in this document. The furnishing of this document does not grant youany license to these patents. You can send license inquiries, in writing, to:

IBM Director of LicensingIBM CorporationNorth Castle DriveArmonk, NY 10504-1785U.S.A.

For license inquiries regarding double-byte (DBCS) information, contact the IBMIntellectual Property Department in your country or send inquiries, in writing, to:

Legal and Intellectual Property LawIBM Japan, Ltd.1623-14, Shimotsuruma, Yamato-shiKanagawa 242-8502 Japan

The following paragraph does not apply to the United Kingdom or any othercountry where such provisions are inconsistent with local law:INTERNATIONAL BUSINESS MACHINES CORPORATION PROVIDES THISPUBLICATION “AS IS” WITHOUT WARRANTY OF ANY KIND, EITHEREXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIEDWARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY OR FITNESSFOR A PARTICULAR PURPOSE. Some states do not allow disclaimer of express orimplied warranties in certain transactions, therefore, this statement may not applyto you.

This information could include technical inaccuracies or typographical errors.Changes are periodically made to the information herein; these changes will beincorporated in new editions of the publication. IBM may make improvementsand/or changes in the product(s) and/or the program(s) described in thispublication at any time without notice.

Any references in this information to non-IBM Web sites are provided forconvenience only and do not in any manner serve as an endorsement of those Websites. The materials at those Web sites are not part of the materials for this IBMproduct and use of those Web sites is at your own risk.


IBM may use or distribute any of the information you supply in any way itbelieves appropriate without incurring any obligation to you.

Licensees of this program who wish to have information about it for the purposeof enabling: (i) the exchange of information between independently createdprograms and other programs (including this one) and (ii) the mutual use of theinformation which has been exchanged, should contact:

IBM CorporationJ46A/G4555 Bailey AvenueSan Jose, CA 95141-1003U.S.A.

Such information may be available, subject to appropriate terms and conditions,including in some cases, payment of a fee.

The licensed program described in this document and all licensed materialavailable for it are provided by IBM under terms of the IBM Customer Agreement,IBM International Program License Agreement or any equivalent agreementbetween us.

Any performance data contained herein was determined in a controlledenvironment. Therefore, the results obtained in other operating environments mayvary significantly. Some measurements may have been made on development-levelsystems and there is no guarantee that these measurements will be the same ongenerally available systems. Furthermore, some measurements may have beenestimated through extrapolation. Actual results may vary. Users of this documentshould verify the applicable data for their specific environment.

Information concerning non-IBM products was obtained from the suppliers ofthose products, their published announcements or other publicly available sources.IBM has not tested those products and cannot confirm the accuracy ofperformance, compatibility or any other claims related to non-IBM products.Questions on the capabilities of non-IBM products should be addressed to thesuppliers of those products.

All statements regarding IBM's future direction or intent are subject to change orwithdrawal without notice, and represent goals and objectives only.

This information contains examples of data and reports used in daily businessoperations. To illustrate them as completely as possible, the examples include thenames of individuals, companies, brands, and products. All of these names arefictitious and any similarity to the names and addresses used by an actual businessenterprise is entirely coincidental.

COPYRIGHT LICENSE:

This information contains sample application programs in source language, whichillustrate programming techniques on various operating platforms. You may copy,modify, and distribute these sample programs in any form without payment toIBM, for the purposes of developing, using, marketing or distributing applicationprograms conforming to the application programming interface for the operatingplatform for which the sample programs are written. These examples have notbeen thoroughly tested under all conditions. IBM, therefore, cannot guarantee orimply reliability, serviceability, or function of these programs.

124 User's Guide

Trademarks

The following terms are trademarks of the International Business MachinesCorporation in the United States, other countries, or both: http://www.ibm.com/legal/copytrade.shtml

Adobe and the Adobe logo are either registered trademarks or trademarks ofAdobe Systems Incorporated in the United States, and/or other countries.

Windows is a trademark of Microsoft Corporation in the United States, othercountries, or both.

Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in theUnited States, other countries, or both.

Linux is a registered trademark of Linus Torvalds in the United States, othercountries, or both.

Other company, product, and service names may be trademarks or service marksof others.

Notices 125

http://www.ibm.com/legal/copytrade.shtml

http://www.ibm.com/legal/copytrade.shtml

126 User's Guide

Index

Aaction widgets

customadding to pop-up menu 95, 104

Add Case pageCase Data widget 69Command widget 69

Add Task pageAttachments widget 63Case Data widget 63Command widget 63creating 76Document Viewer widget 63Work Item Toolbar widget 63

AND-splitvalid map 36

applicationcomponents

spaces 54applications

components 53overview 53

attachments 25Attachments widget 63

configuring 81overview 80

Bbroadcast events

disabling 112business process 17, 43business process management

integrating 42reusing processes 42

Business Process Manager Advancedtasks 46

business processesadding 45

Ccase data 15Case Data widget 63

overview 83Case Details page

Case Data widget 69Case Information widget 69Case Toolbar widget 69Command widget 69Document Viewer widget 69

case folder 32case folders 14Case Form widget

configuring form attachments 89configuring form templates 87overview 85

Case Information widget 60, 63configuring 93overview 89

Case Information widget (continued)views

documents 91history 92summary 93Tasks 90

Case List widgetconfiguring

context menu 95overview 94

case management applicationAdd Task page

creating 76components

work items 58modify 53Work Details page

creating 76case management applications

cases 58components

widgets 56Case pages space

pages in, by default 69widgets in, by default 69

case propertiesdeleting 5

case summary 15case title property 15Case Toolbar widget


case typesadding 12modifying 12overview 14views 15

case workersroles 6, 7, 57

cases 58Cases page

Case Information widget 60Case List widget 60Case Toolbar widget 60Command widget 60Search widget 60

Command widget 60, 63configuring 100overview 99

Connector for IBM Business ProcessManager widget

overview 101connectors

drawing 35custom action widgets

adding to pop-up menu 95, 104custom pages

adding to steps 34

Ddata fields 33document precondition 25document properties 11document types 11

adding 10modifying 10

Document Viewer widget 63configuring 102overview 101

documents viewCase Information widget 91

Eevents

disabling broadcast events 112

FFileNet Business Process Manager 21

HHistory view

Case Information widget 92

IIBM Business Process Manager 21

adding tasks 45in-baskets

adding 9overview 116personal 7role 7

In-baskets widget 60configuring 103

context menu 104overview 102

initiating attachment 25integrated inboxes

overview 116

Jjoins

routing 38

Mmaps

rules for valid maps 36modify

case management application 53


OOriginal Case Data widget

overview 105

Ppages 55

Case pages spaceAdd Case page 69Case Details page 69

creating 75, 76Solution space

Cases page 60Work page 60

Step pages spaceAdd Task page 63Work Details page 63

personal in-baskets 7post assignment 32preconditions 18, 25process 45Process Designer 34processes 42properties 5, 44

adding 3mapping 32reusing 3

Rreusing processes 44, 45role in-baskets 7roles

adding 6, 7, 57assigning 6workgroups 24, 25

routesdrawing connectors 35

Ssearch 15Search widget

overview 105Select Case Documents widget

overview 106sets 17, 18solution

adding 1, 2deploying 1

Solution spacepages in, by default 60widgets in, by default 60

solution template 2solution wizard 2solutions

componentspages 55

deploying 50testing 50

spacesCase pages


creating 59

spaces (continued)overview 54pages in, by default 60Solution


Step pagespages in, by default 63widgets in, by default 63

widgets in, by default 60Split Case Data widget

overview 107splits

routing 38Step Editor

joins 38routing 38splits 38

Step pages spacepages in, by default 63widgets in, by default 63

step routingAND-join 35AND-split 35join 35OR-join 35OR-split 35split 35

steps 17, 26, 28adding 27assigning values 32creating 21custom pages 34data fields 33

Summary viewCase Information widget 93

swimlanes 27adding 26

TTask view

Case Information widget 90tasks 14, 17, 21, 25, 27, 28

adding 43, 45, 46building steps in Process

Designer 34designing 20optional 18preconditions 18required 18running on Business Process Manager

Advanced 46user-created 18workflow 43workflow design 20workflows

adding 45Toolbar widget 60


Vvalid map 36views 14

views (continued)case title 15case types 15

Wwidgets 56

Attachmentconfiguring 81overview 80

Case Dataoverview 83

Case Data widget 69Case Form

configuring form attachments 89configuring form templates 87overview 85

Case Informationconfiguring 93documents view 91History view 92overview 89Summary view 93Tasks view 90

Case Information widget 69Case List

configuring the pop-up menu 95overview 94

Case pages spaceAdd Case page 69Case Details page 69

Case Toolbarconfiguring 97overview 96

Case Toolbar widget 69Command


Command widget 69Connector for IBM Business Process

Manageroverview 101

creating pages 75custom action

adding to pop-up menu 95, 104Document Viewer


Document Viewer widget 69In-baskets

configuring 103configuring the pop-up menu 104overview 102

Original Case Dataoverview 105

Searchoverview 105

Select Case Documentsoverview 106

Solution spaceCases page 60Work page 60

Split Case Dataoverview 107

Step pages spaceAdd Task page 63Work Details page 63

128 User's Guide

widgets (continued)Toolbar


Work Item Toolbarconfiguring 110overview 109

Work Details pageAttachments widget 63Case Data widget 63Case Information widget 63Command widget 63creating 76Document Viewer widget 63Work Item Toolbar widget 63

Work Item Toolbar widget 63configuring 110overview 109

work items 58Work page

Case Information widget 60Command widget 60In-baskets widget 60Toolbar widget 60

workflow 17, 27, 28, 45importing 44reusing 44

workflows 42adding 42adding steps 21building steps in Process

Designer 34workgroups

adding 24, 25roles 24, 25

Index 129

130 User's Guide

��

Product Number: 5725-A15

SC19-3274-00

IBM Case Manager 5.1 - Guia do Usuário - c1932740

Documents

human resources department

case manager builder

case manager client

copyright ibm corp

submit loan requests

handles data loading

object stores directory

case worker sees