6.1 SP2 introduces several Case Management features for application designers, caseworkers and case managers:
New features for application designers
Explicit support for case design
The Case Type Definitions gadget (under the Process & Rules > Case Management landing page) is used to configure the following case type and work processing configurations. Using the gadget, you can:
- Construct covering relationships
- Build new case types using a standard tree gadget
- Add entirely new case types
- Use standard starting flows for the new case type
- Reuse existing case and work types
- Manage various aspects of work processing, including:
- Service levels
- Attachments Categories (and automatic attachments when work objects are created)
- Automatic and conditional instantiation of covered items when a new case is created
- Mapping roles to object access for your various case and work types
Define case and case relationships
Using the Case Definitions gadget, you can define templates for every case, and all its subcases and tasks all of the necessary elements (content, subjects, roles, events, etc.) and the relationships between them.
Add pre-defined ad hoc work, or new ad hoc work to cases
Ad hoc work added to cases can be saved to the case type rule, as an update to the case, a new version of that case, or as an entirely new case type. This allows for capture of ad hoc work into the process in a passive, iterative manner.
Create case and subcase templates for existing applications
For existing applications, you can use the new Case Type Definition landing page to create formal Case and Task hierarchies from existing work types.
Case type rule additions
The Case Type rule enables you to nest cover objects within other cover objects in a parent-child hierarchy. This capability helps centralize flow processing and monitoring among multiple work types in large applications.
Goals and deadlines
The Case Type definition gadget displays your application's cover hierarchy and allows you to configure various aspects of working processing for each case type. Goals and deadlines allows you to easily view and change the overall service level settings for the selected case type.
New features for caseworkers and case managers
The Case Manager portal
The portal provides a standard desktop for viewing and working on cases, displaying a case and all its nested subcases and tasks, and well as the associated content, users, roles, and subjects. A user can add pre-defined ad hoc work, or can add new ad hoc work to cases.
The portal allows for contextual processing of the case based on type, product, geography, subject, and time frame. Collaborative case management allows for caseworkers to be informed of the status of work that coworkers are doing.
Elements of the portal include:
- Cases — provides a comprehensive view of a caseworker's caseload.
- Tasks — shows caseworkers their most pressing tasks across all cases.
- Detailed Case View — provides a detailed view of a caseworker's cases, including attachments.
- Case Subjects — provides a view of profile information, other existing and related cases, prior interactions, related subjects, related entities.