Case Management

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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 case designer. !o access the Case $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 Purchasee.uest 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 starting processes, and eventually its specifications
that define the case re.uirements.
&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 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 Purchasee.uest. /o let(s mention that in 1ame and $escription fields.
3et(s leave it assigned to me and let(s keep the default goal and deadline times.
3et(s add an email address and select ,9. &y clicking ,9, we "ust built and added an ad
hoc sub%case to the original case.
As managers or knowledge workers create ad hoc work, they can even save it as a
template. 3et(s select the one we "ust created. And right%click. 'rom the menu, let(s choose
)/ave As !emplate+.
3et(s add this to the Purchase e.uest case type and click ),9+. !he /ystem brings us
back to the )My Cases+ tab. &ehind the scene though, Process Commander automatically
creates a basic class and case type definition. 3et(s check that from the developer
portal.Indeed, the )PromotionMaterials+ class is added to the Application with a case type
rule.
Process Commander also adds this class to the Purchasee.uest case type rule. !he ad
hoc work is now institutionali5ed and can be used by many other users as any ordinary
case.
!he )/ave As !emplate+ menu option is only available to managers with the
)pyCaseInstitutionali5e+ security privilege. 3everage the )pyPega%
Process6ngine#Case$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 re.uirements 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%@A 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.