Case Management Accelerator User Guide
Last updated:
2:27pm Dec 02, 2016

This user guide decribes the main screens and functionalities of the sample application provided. 

The screens are made of components that can also be taken and reused individually, to recompose a new application. This section focuses at the application level.

Home Screen

The home screen provides an overview of the application with cards highlighting the key capabilities. Each card contains a button (which matches the button on the top title bar) and a description of the section accessed by that button).

The homes screen also provides a customizable view of key KPI charts for cases:

Cases

Case Types

You can configure the Case Management Accelerator sample application to display multiple Case types, such as Customer, Complaint, Order. Each Case Type will appear as a Card in the Cases area.

When you click on a Case Type, you can Search existing cases, Open a case and work on it.

Case Search

Once a Case Type is selected, the Case Management Accelerator provides a generic multi-criteria search interface based on the attributes of the case definition present in the Case Summary (defined in TIBCO Business Studio™ model).

Note: Only fields marked as searchable in the Business Object Model will be displayed in the Parameter Suggestions section. Also note searching on DateTime is currently not supported.

When searching the results are limited to the value set under 'Limit To'. If more than 'Limit To' cases are found, the text will go red and you can click the 'more' button.

 

Case Display

This is the main part of the CMFA application and works generically against your TIBCO Business Studio™ case models (Case Data Definition, Case Actions, etc.)

The purpose of this is to allow the knowledge worker, on a specific case

  • To understand where is the case, and where it has been (based on state progression)
  • To understand what actions can be taken at the current state
  • To consult case related informations such as linked cases, data, documents and audit
  • To collaborate on the case by adding and viewing comments

It is important to understand that the case display component provides the ability to show both structured (case data) and unstructured data (comments/documents) that are related to the case. This is effectively the 'case folder view' - the one stop show to view data related to this case. The case display view also allows users to 'act' on a case.

By design, it is intentional that, on the case display

  • The header, milestone trailer and actions are always visible. So that the knowledge worker (like the driver of a car for the case journey) knows where he is, where he has been, what’s the destination and what are the options (actions) at the current state.
  • The rest the case information can be displayed, added and removed from the case pane described below.

Now, let’s look at the content of the case display

Case Header

The default case header just contains the Case Id (Complaint Id above). The case header can be customized to show more information such as key attributes or KPIs as required.

Milestone Trailer

The milestone trailer shown as part of the case header contains the list of possible states for the case. The current case state is highlighted with a check/tick.

To understand what has happened in each state you can click on that state in the milestone trailer to bring up an audit of specifically for that state:

Case Actions

The actions section of the case details screen is the component that allows a knowledge worker to 'act' on a case. They do this by running Business Actions that are pre-defined in TIBCO Business Studio™. These micro-processes are configured to be available to users in certain case types, at certain states, and for users with the appropriate privileges. Examples of actions are: raise complaint, refer to investigation, check credit score and close complaint.

Actions are displayed as buttons that the user can click. When clicked, the actions run in the actions section of the case display screen. Note, multiple actions can be run in parallel if required:

Remember, you can add new Business Actions at runtime by creating Business Action Processes in TIBCO Business Studio™ and deploying them as new applications or updating existing applications. The new Business Actions will appear immediately in the case display screen even for existing cases.

Case Panes

The case display screen is split into several components as follows:

The case data is shown in the case details section:

Note that on most components you can click the search icon to filter the contents based on a search parameter:

Any linked cases are shown in the linked cases component:

You can click on a linked case to switch to that case context display. Clicking the customer Thomas Smith above would switch to the Customer Case View for Thomas.

Note components other than the main case details component have a X which you can click to remove them from the screen. You can always get them back from the case context menu.

Case Context Menu

The case context menu provides access to addition case detail components. These tend to show unstructured data associated with a case such as document, comments, audit.

Hovering over the context menu icon will expand the menu. You can then click the relevant button to access the unstructured data pane. From left to right the context menu options are 'Show main case details', 'Related Tasks', 'Case Audit', 'Comments', 'Documents', 'Linked Cases'. The final button is to refresh the case data.

The 'Show main case details' button returns the case view to the default state - showing case data at the top of the screen. Clicking other buttons will show that component at the top of the screen.

The contextual data components are shown below:

The related tasks section shows tasks related to a case. These include tasks that might not be in the users work list. You can click on a task to open that task. Note the "View Global Work List" system action is required to view this list of tasks. If you wish a user to open tasks not in their work list they require the "Open Other Resources Items" system action.

These system actions are configured in TIBCO Business Studio™ as part of the Organisation Model.

The audit component provides all audit history for this case instance.

The comments component provides comments/chat related to this case. Note you can use the buttons on the bottom right to create chat 'threads' rather than a completely unstructured chat.

The documents component allows upload and viewing of documents related to this case.

Tasks

The task list provides access to the users work list and work views. A work list provides a list of all work accessible by the user. A work view is a pre-defined work list filter that can be created, assigned and shared to/by users to provide specific views of work. Work views can be created in TIBCO ActiveMatrix® BPM  Openspace.

The task list section shows all tasks in the selected work list or view (views can be selected by clicking the Task Views button):

Note that only 10 tasks are shown, you can use the < > buttons to get tasks later in the list.

Hovering over the task will show a menu allowing you to open the task in the context of the case:

Clicking select provides more options of operations that can be performed on the task:

When you choose to open the case, the task is shown in an 'instruction' component within the case display screen:

You should generally complete the task by clicking the relevant button before going on to 'act' on a case via action buttons. This ensures that the task is completed rather than left in the work list.

 

Analytics

The analytics screen allows you to use Tibco Analytics to analyse case information such as audit history:

The Case Dashboard tab allows you to review a visual representation of case history - showing which actions were performed in which state by which user. When a case is selected in the bottom left of the screen you can then click the "Open Case" button to switch to the case display view for that case.

Note: You can click the pencil icon in the top right of the screen to switch the analytics view to edit mode. This allows a business user to edit or create their own analytics visualisations based on the case data.

The Case Analysis tab of the analytics screen shows a visualisation of common actions for a case type. This can be used to highlight which are the most useful/valuable actions for a case type in a specific state.

The SLA tab of the analysis allows users to dynamically define and then visualise SLAs. They do this by using the SLA Configuration slider.

Resources

The resources section can be used to access the TIBCO ActiveMatrix® BPM Openspace resource manager to map and assign users to roles and positions.

Processes

Business Actions - Create

The create button allows a user to run Business Services. Business Services are processes defined in TIBCO Business Studio™ - they are typically used for 'one off' actions that are not related to a parent case context such as "Create Customer", "Start Payment Run" or "Review all loans"

For example - clicking the create button above shows the "Raise Investigation" button. This is a business service defined in TIBCO Business Studio™. Clicking on the "Raise Investigation" button will run the Business Service and display a form as shown below: