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Transcript for
Case Management - Introduction
Understand the Three Major Case Management Components and Identify the Key Rules Involved in the Functionality Welcome to the Case Management Introduction lesson. In this lesson, we learn about how Process Commander facilitates case work. A case is typically made up of many processes, tasks, policies and supporting content. As it is moving throughout its life cycle, many events and several case workers might interact with it simultaneously. PPC provides capabilities to manage these challenges more efficiently and consistently. !here are three ma"or case management features# • • •
the Case $esigner, the Case Portals, and the $esign%&y%$oing capabilities. 'irst, let(s talk about the the case designer. !o access the Case $esigner, $esigner, let(s use the menu from the Pega &utton, look for )Process * ules+, then )Case Management+ and finally )Case $esigner+. Click on Case $esigner to bring up the case designer landing page. n this page, a PPC architect can build and view the hierarchy of the different cases available through the application. In this e-ample, it appears that Purchaseeuest is the main case available in this application with )Purchase rder+ and )Inventory /election+ as sub%cases. 'or each selected case, the right section displays key details information about the case such as the 0oals and deadlines,its deadli nes,its starting processes, and eventually its specifications that define the case reuirements. &ack to the left section. As a developer and case designer, use the )Add Case !ype+ link on the case designer landing page to add a new case type. ther operations are also available for us to perform on e-isting cases. 'or e-ample, adding a new sub%case or process to a case, or renaming the case or even removing it from appearing in the )1ew Work+ menu on the case portals.
Alright, now might be a good good time for us to talk about the second feature of case management, the case portals. nce a case is designed, end%users operate on the cases by using the 2 case portals Process Commander provides. !hey are the case worker portal and the case manager
portal. 3et(s uickly review the case worker portal. !he portal rule name is pyCaseWorker and is made available to users through their access group. As a developer, we may also access this portal if our access group allows us to. In the case where we have access to it, we can use the )pen Portal+ menu item from the )un+ icon and select )Case Worker+. !he case worker portal provides a uick access to the cases and sub%cases one is working on. &y selecting a case and using the right%click menu a series of operations are available to perform on the selected case such as )open+ and )Complete+. !he flow actions available at that stage of the case could also be triggered from the menu. When clicking on a case, the lower part of the portal displays the header information about the case. A double%click on the case opens it. !he user worklist is also available from the case worker portal. $ouble%click on an item in the list to open the associated assignment. ther operations accessible from the case portals include switching applications and portals and various operations that we can perform on the current user. Also, the )ptions+ menu provides us access to the )0et 1e-t Work+ or )0et Most 4rgent+ feature. !he )1ew+ menu allows us to start a new case. /elect the appropriate case in the list to start it. 1ow let(s discuss the case manager portal. As we discussed for the case worker portal, to access the case manager portal, we need to make sure our access group gives us access to it. Its rule name is pyCaseManager. 'rom a developer environment, use the )pen Portal+ menu item from the )un+ icon and select )Case Manager+ to bring the portal up. As it names implies, this portal provides a handful of tools to case managers with various functionalities. 'or e-ample, the )$ashboard+ allows team managers to view the status of work across the organi5ation and even drill down into the current work items of each team member. /elect a specific worker from the list on the left to view the metrics on her work. !he middle section holds a set of metrics about the status of work, which can be displayed for different time durations such as daily, weekly, monthly, or uarterly for e-ample. !he standard version of the dashboard displays a section with a list of recently resolved cases. Also handy from the Case Manager Portal is the )My Cases+ tab where all of the cases for which the current operator or manager is identified as a party are listed, whether she is the originator of the work, or "ust a follower. !he )My 6vents+ shows in a calendar format the dates and times of upcoming goals and deadlines as well as the dates of any subscribed%to%events. 6vents are typically defined by managers to instruct the system to constantly monitor work items for unusual or important
conditions. &y default, users can view the dates by day, week, or month and click a goal or deadline icon in the calendar to open the related work item. n )My eports+ tab, Process Commander provides managers a handful of reports with the ability also to create and add more reports to the list if needed. Alright7 /o far we have covered two of the case management features. We still have the third one to discuss# the )$esign%&y%$oing+ capabilities. !ypically, these functionalities are not available for developers. !hey allow managers and knowledge workers to build a sub%case on the fly. !he sub%case is not instantiated from any case type previously defined in the application. !o create a sub%case, managers need to select the corresponding parent case from the )My Cases+ tab on the Case Manager Portal. ight%Click on it and select )Create Ad 8oc Work+ from the menu. !he system brings up a window where various information about the sub%process needs to be filled in. 3et(s suppose we need to send promotional materials to store managers when we are filling in the Purchaseeuest. /o let(s mention that in 1ame and $escription fields. 3et(s leave it assigned to me and let(s keep the default goal and deadline times. 3et(s add an email address and select 9. &y clicking 9, we "ust built and added an ad hoc sub%case to the original case. As managers or knowledge workers create ad hoc work, they can even save it as a template. 3et(s select the one we "ust created. And right%click. 'rom the menu, let(s choose )/ave As !emplate+. 3et(s add this to the Purchase euest case type and click )9+. !he /ystem brings us back to the )My Cases+ tab. &ehind the scene though, Process Commander automatically creates a basic class and case type definition. 3et(s check that from the developer portal.Indeed, the )PromotionMaterials+ class is added to the Application with a case type rule. Process Commander also adds this class to the Purchaseeuest case type rule. !he ad hoc work is now institutionali5ed and can be used by many other users as any ordinary case. !he )/ave As !emplate+ menu option is only available to managers with the )pyCaseInstitutionali5e+ security privilege. 3everage the )pyPega% Process6ngine#Case$esigner+ role to allow managers to transform their ad hoc work into case type.: As a developer, the case designer tool is the case management feature one will use the most. In this lesson I provided an overview of the tool. 8owever, a full lesson is available with a focus on the Case designer. Please, take that lesson to sharpen your knowledge
and skills on this very important aspect of case management. !his topic is one of the most important reuirements in a vast ma"ority of &PM implementation pro"ects.
Saboteurs Folder
!his term has two uses#
A shortcut folder is an organi5ing element for grouping shortcuts saved by a developer. n the My /hortcuts display from the $esigner /tudio Application menu, the
image identifies a shortcut
folder.
A work item folder is a work item in a concrete class that inherits from the
Work%'older%
class. A folder ob"ect holds a collection of one or more other work items ;which themselves may be basic work items, other folders, or covers< providing access for analysis and reporting. &y convention, the work item I$ of folders has the format '% 99999.
Covers and folders are two built%in facilities that allow your application to support collections of work items. In contrast to covers#
ne work item may be associated with multiple folders, but only with one cover.
Members of a folder can belong to different work types, which need not belong all in a single work pool.
!he relationships between folder work items and their contents may be many%to%many.
!ample
!o review or work with a flow rule that creates a folder work item, e-amine or test the standard flow rule Pega/ample%'older.1ewWork . As a business e-ample, consider a purchasing application where a basic work item is a line item on a single purchase order#
!he purchase order corresponds to a cover ob"ect. 6very line item belongs to one purchase order.
'olders organi5e open purchase order line items by our part number and also by the vendor=s part number. A folder work item ;in Work%'older%urPart1um work type< may be associated with several line items, and one line item can simultaneously belong to a Work%'older%urPart1um work item and a Work%'older%!heirPart1um work item.
"tandard rules
!hese standard rules support folders#
Work%.Add!o'older flow action > Add a work item to a folder
Work%.emove'rom'older flow actions > emove a work item from a folder
Work%'older%.eview harness > /how folder work item, includes the ?iew 'older Contents button ;
< to access contents
Work%'older%.Perform harness > 4pdate folder work item and contents
Work%'older%.eviewfor6-plore harness > /plit%screen presentation
Work%'older%.'olderContents section > /how folder contents
Work%'older%.1ewWork flow > Create a folder
#otes
A folder work can be a member of other folder work items. Instances of the 3ink%'older class associate of work items with folders. cover , harness form, shortcut, work item 4nderstanding work item I$s $esigner /tudio > 4sing the Application menu rgani5ing shortcuts with /hortcuts Manager . Atlas > /tandard classes derived from the Work% base class
$efinitions > '
Cover
A cover is a work item that is also a parent to one or a few other related work items. !ypically one work party > such as the customer party > is present in the cover work item and also present in all the covered work items associated with it. !he covered work items are the children in a parent%child relationship. A cover may also be a parent of other cover ob"ects ;and their children<. 4se a case type rule in the cover class to define the covered ob"ects for the parent cover. Internally, a cover is a work item in a concrete class derived from the Work% Cover% abstract class. Covers and folders are two built%in case management facilities that allow your application to support collections of work items.
A cover work item provides a means to coordinate processing of the related work items. 1ormally, the system resolves a cover work item once all its member covered work items are resolved.
In this e-ample, C%@ is a child cover of cover C%@B. case management, folder , sample application, subcase, work item, work pool, work type About Case !ype rules /tandard properties in the Work%Cover% class
$efinitions > C
$d hoc work
$d hoc work is a manually generated case instance that is processed as a subcase, but is not an instance of a case type defined in the case type structure and does not appear in the Case %esigner landing page tab. 4sers add ad hoc work to efficiently handle e-ceptions that may arise in the course of e-pected business processing without having to wait for developers to modify the application. !o create ad hoc work, the user can#
Add it to a parent case in the My Cases tab on the Case Manager portal. /elect it as a local action in the parent user form=s ther Actions... menu.
!hese work items use the standard flow rules . pyManual!ask/tandardAssignment or .pyManual!ask/tandardApproval . Ad hoc work can parent other ad hoc work instances. With the privilege .pyCaseInstitutionali5e , the user can convert ad hoc work into a case type. /ubcases may be configured in the Case $esigner so that they can be instantiated in the 1ew menu on the Case Manager portal.
