Building a Case Management Application
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The document outlines the development of a case-management application aimed at organizations to efficiently manage complex workflows by integrating information and processes. It addresses the challenges faced by business owners in application development and proposes a framework that enables both developers and process owners to create and optimize workflows with minimal technical skills. Key features include a demo of the framework, tools for application configuration, and management functions tailored for various business use cases.
Building a Case Management Application
- 1. Building a Case-Management Application Building a Case- Management Application NextStep Lab 2019 | Oct, 2019
- 2. Building a Case-Management Application Agenda ■ Vision (Overview) ■ Why we are doing it? ■ What problems we are solving ■ Case Management Framework ■ Target Persona (Developer) ■ Framework Overview ■ Details of the main concepts ■ Demo ■ Workflow Builder ■ Target Persona (Process owner) ■ Details of the main concepts
- 3. Building a Case-Management Application| Change session name in master slide Vision
- 4. Building a Case-Management Application Why we are doing it? ● Allow organizations to orchestrate complex work from start to finish by bringing together information, process, and people; ● Empower those who understand the business best with process editors designed specifically for non-IT users; ● Process owners and developers can optimize their business through an easy-to-use development tools that enables them to design, build, monitor, and improve their case management processes.
- 5. Building a Case-Management Application What problems we are solving? ● Development of Case Management applications is time consuming and involves IT and Business Owners (which relies on a clear understanding by IT of the business requirements); ● Business Owners know the most about a business process but lack the technical skills to develop a Case Management application; ● Less complex/internal apps deprioritized in favor of other complex/critical use cases; ● OutSystems platform BPT capabilities are not easy to learn and require customization.
- 6. Building a Case-Management Application| Change session name in master slide Case Management Framework
- 7. Building a Case-Management Application Case Management Framework Allow developers to use pre-built case management functions that fit specific business use cases. With this framework the developer would be able to implement faster and easier, also aligned and following the development best practices. Simple ComplexMedium Expense Approval Employee on-boarding Employee Performance Vacations Approval Timesheet management Travel Request ... Claims Handling Policy Underwriting Loans Origination Shipping & distribution Fraud detection and management ... Support cases Inspections Supply chain Supplier management Contract Management ...
- 8. Building a Case-Management Application Developer What do they need? ● Learn business and workflows concepts; ● Map business requirements with IT concepts; ● Create a case management / workflow applications; ● Evolve CM/workflow apps: ■ Add new activities; ■ Change workflows; ■ Define new business rules; ■ Debug and troubleshoot applications. Goals ● Deliver faster and easily, aligned and supporting the business needs; ● Get an easy way to troubleshoot and debug; ● Assure the developments follow the development best practices.
- 9. Building a Case-Management Application Developer What do they need? ● Learn business and workflows concepts; ● Map business requirements with IT concepts; ● Create a case management / workflow applications; ● Evolve CM/workflow apps: ■ Add new activities; ■ Change workflows; ■ Define new business rules; ■ Debug and troubleshoot applications. Goals ● Deliver faster and easily, aligned and supporting the business needs; ● Get an easy way to troubleshoot and debug; ● Assure the developments follow the development best practices. Easy to learn, build and evolve.
- 10. Building a Case-Management Application Overview Workflows Workflow1 Workflow2 WorkflowN
- 11. Building a Case-Management Application Overview Workflows AI Decisioning Workflow1 Workflow2 WorkflowN
- 12. Building a Case-Management Application Overview Workflows AI Decisioning Delegation Access Control Workflow Services Working Days Notifications CustomTaskList Business Lookups State Machine Event Dispatcher Workflow1 Workflow2 WorkflowN
- 13. Building a Case-Management Application Overview Workflows AI Decisioning Delegation Access Control Reporting Workflow Services Working Days Notifications BusinessAuditing CustomTaskList Business Lookups State Machine Event Dispatcher Workflow1 Workflow2 WorkflowN
- 14. Building a Case-Management Application Case Management Framework Case Management Application Rules Engine CS Process Priority CS Process Events CS Case Services API Case Config. API Case Management App App App WF Contains the case workflow Contains the screens to map the case instances App CS Specific App Configuration CS Contains the case definitions and state machine. Contains the static entities with the specific details: - State for the Case - Case Definition Type - Rules Engine - ... Application dependent Always locked User Interface Core Service Contains the case instance with the current case state. Contains the business data entity associated with the Case. References Case Definition CS Contains the required bootstrap logic to stage case business data across environments. Contains the process extended logic. Case CS Case Definition CS Process BL Case BL Audit Trail API Notification CS Access Control CS Process SLA CS
- 15. Building a Case-Management Application| Change session name in master slide Case Management Framework Concept - Case
- 16. Building a Case-Management Application Concepts ● Case definition structure that supports applications built using the framework. Case Case Management Framework Case Definition CS
- 17. Building a Case-Management Application Concepts Case instance structure, that connects to the case definition, and will link to all the attribute that are built-in. Case Case Management Framework Case Definition CS Case CS
- 18. Building a Case-Management Application Concepts Enables to initialize a new case instance based on an existing case definition identifier. Case Case Management Framework Case Definition CS Case CS Case Services API
- 19. Building a Case-Management Application Concepts Case instance structure, that connects to the case definition, and will link to all the attribute that are built-in. Case App Case Management Framework Case Definition CS Case CS App CS
- 20. Building a Case-Management Application| Change session name in master slide Case Management Framework Concept – Business Auditing
- 21. Building a Case-Management Application Concepts Each application will be auditable and get its audit data into a specific module in the targeted application. Using the Platform API to create the new module and publish it on the “destination” app. Business Auditing Application 1..N Audit API1. Triggers audit notification Platform App 1..N Audit CS External Audit IS Integration audit data into an external system Each module auditable will have a specific entity in the App Audit CS module Audit Configuration CSContains the configuration data
- 22. Building a Case-Management Application| Change session name in master slide Case Management Framework Concept – Event Dispatcher
- 23. Building a Case-Management Application Concepts Ability to define and trigger events during on the case lifecycle. Event Dispatcher Case Management Framework Process Events CS
- 24. Building a Case-Management Application Concepts Ability to define and trigger events during on the case lifecycle. Event Dispatcher Case Management Framework Process Events CS Activity Event Types - SLA Overdue - Reminder - Activity Not Assigned - Activity Not Completed - Activity Not Open Process Event Types - SLA Overdue - Reminder - Process Not Completed
- 25. Building a Case-Management Application Concepts Ability to define and trigger events during on the case lifecycle. Event Dispatcher Case Management Framework Process Events CS Case Services API
- 26. Building a Case-Management Application Concepts To consume events it will be done at application level, using a conditional starts. Event Dispatcher Case Management Framework Process Events CS Case Services API App App WF ...
- 27. Building a Case-Management Application| Change session name in master slide Case Management Framework Concept – SLA Management
- 28. Building a Case-Management Application Concepts Structure to manage calendars based on the need of each customer. SLA Case Management Framework Process SLA CS
- 29. Building a Case-Management Application Concepts Structure to manage calendars based on the need of each customer. SLA Case Management Framework Process SLA CS
- 30. Building a Case-Management Application| Change session name in master slide Case Management Framework Concept – Impersonate
- 31. Building a Case-Management Application Concepts Manage delegations among business users during absence periods. Case applications will use this information to show activities to other users that are not assigned. Impersonate Case Management Framework Delegation Lib
- 32. Building a Case-Management Application Concepts Manage delegations among business users during absence periods. Case applications will use this information to show activities to other users that are not assigned. Impersonate Case Management Framework Delegation Lib Case Services API
- 33. Building a Case-Management Application Concepts Ability for an user to impersonate and perform a task on behalf of a different user (under delegation). Impersonate Case Management Framework Delegation Lib Case Services API Gets the history details for an existing case. If the activity was done in delegation Gets the activities for a case definition having the delegation into consideration
- 34. Building a Case-Management Application Concepts Ability to store information on all taken actions related with activities and case. Impersonate Case Management Framework Case Services API Process Information CS
- 35. Building a Case-Management Application| Change session name in master slide Case Management Framework Demo
- 36. Building a Case-Management Application Field Service Claim auditor Request additional expense ($ After hours + 2nd visit) Expense Request submitted Yes No Approve requestSystem Notify requester Review request Manager No Yes Expense is higher than $100? Notify requester Approved? Process
- 37. Building a Case-Management Application Allow developers to use pre-built case management functions that fit specific business use cases. Demo
- 38. Building a Case-Management Application Case Management App App App WF Contains the case workflow Contains the screens to map the case instances App CS Specific App Configuration CS Contains the static entities with the specific details: - State for the Case - Case Definition Type - Rules Engine - ... Contains the business data entity associated with the Case. References Case Definition CS Contains the required bootstrap logic to stage case business data across environments. Use the Case Configurator to generate the application structure integrated with the Case Management Framework. Demo - Step 1
- 39. Building a Case-Management Application Case Management App App CS Add data attributes that are specific to the application. Demo - Step 2
- 40. Building a Case-Management Application Case Management App App WF Configure the flow based on the business requirements. Demo - Step 3
- 41. Building a Case-Management Application App Case Management App Add information to screens that map to the new attributes. Demo - Step 4
- 42. Building a Case-Management Application Case Management App Configure SLA at the process level and handle a SLA overdue trigger. Demo - Step 5 App WF Specific App Configuration CS
- 43. Building a Case-Management Application| Change session name in master slide Workflow Builder
- 44. Building a Case-Management Application Workflow Builder Allow process owners to develop Case Management applications with low effort and low technical knowledge on top of OutSystems platform. EAP Dec 2019
- 45. Building a Case-Management Application Process Owner What do they need? ● Design the processes that addresses the customer needs; ● Deal with unstructured inputs; ● Assure that no steps are missed when available in the application; ● Auditing; ● Reporting w/ real time Monitoring; ● Predict Analytics; ● Storage of documents and files Goals ● Custom application that maps to the business requirements; ● Build an application that matches their expectations and that covers basic aspects of a live organisation; ● Improve operational efficiency; ● Streamline and automate processes ● Kill the “spreadsheet” and multi-purpose tools; ● Applications user friendly and customer centric.
- 46. Building a Case-Management Application Workflow Builder Generate OutSystems Applications Case Data Process status Process flow and configure activities Test and DeployConditions Main capabilities that are going to be available to build applications.
- 47. Building a Case-Management Application Workflow Builder All applications will have a set of properties that will identify them, something that will support the definition of each one.
- 48. Building a Case-Management Application Workflow Builder Each application will have a unique data model that will be configured by process owner. Case Data
- 49. Building a Case-Management Application Workflow Builder Each application will have a unique data model that will be configured by process owner. Case Data App App CS
- 50. Building a Case-Management Application Workflow Builder Reflect the typical state that a case have over its lifecycle, where one will be consider initial. Status
- 51. Building a Case-Management Application Workflow Builder Reflect the typical state that a case have over its lifecycle, where one will be consider initial. Status App App CS Case Management Framework Case Definition CS
- 52. Building a Case-Management Application Workflow Builder Define steps to the workflow that should be needed to complete the business process. Flow
- 53. Building a Case-Management Application Workflow Builder Define steps to the workflow that should be needed to complete the business process. Flow App App WF
- 54. Building a Case-Management Application Workflow Builder A condition establishes what's required to automatically move a case to the next step in the workflow. Conditions
- 55. Building a Case-Management Application Workflow Builder A condition establishes what's required to automatically move a case to the next step in the workflow. Conditions App App WF
- 56. Building a Case-Management Application Workflow Builder Publishing the application will allow to be tested by the process owner and by other users. ● Built your app based on the information entered by the process owner; ● Set up the workflow with the requirements configured; ● Add case form screen for your users; ● Add screens for real-time case management; Test & Deploy
- 57. Building a Case-Management Application Workflow Builder Publishing the application will allow to be tested by the process owner and by other users. Test & Deploy Case Management App App App WF App CS Specific App Configuration CS
- 58. Building a Case-Management Application Thank You!
Editor's Notes
- #11: Build application based on the Business Process Technology (BPT) framework,
- #12: Enhance Workflows using AI decisioning during the process design and process runtime.
- #13: Delegation Allow users to manage delegations, and absence periods. Include services and logic bundled for activities to have delegations into consideration Working Days Configure the calendar, enabling to specify the working days and hours, holidays and timezone. Custom Task List Enables to enable to search cases with specific filter criteria, adding the information of activities associated when applicable. Event Dispatcher Enables to associate events to a case. Possibility to set reminder associated to a case, SLA overdue or other type of events such as if the activity is still open, to notify the end user. State Machine Ability to create a state machine, with a set of possible states associated with a case and possible transitions between the states. Access Control Enables to configure groups to be used under the Case Management and associate specific users. SLA Management Enables to configure specific SLA for process and activities. Impersonate Ability for an user to impersonate and perform a task on behalf of a different user (under delegation). Other Services Defines a set of case activities operations. Allows to perform takeover, pick up, release, block, unblock, and add comments to activities. Reassign Ability to reassign a set of activities, that are assigned to a user of group, by selecting activities based on some criterias.
- #14: Business Auditing Keep track of all changes made to business entity associate with our case during its life cycle. Reporting Enables to retrieve information associated with case instances retrieving the details about state transition, and all activities performed.
- #15: Business Auditing Keep track of all changes made to business entity associate with our case during its life cycle. Reporting Enables to retrieve information associated with case instances retrieving the details about state transition, and all activities performed.
- #32: Delegation Allow users to manage delegations, and absence periods. Include services and logic bundled for activities to have delegations into consideration Impersonate Ability for an user to impersonate and perform a task on behalf of a different user (under delegation). Other Services Defines a set of case activities operations. Allows to perform takeover, pick up, release, block, unblock, and add comments to activities. Reassign Ability to reassign a set of activities, that are assigned to a user of group, by selecting activities based on some criterias.
- #33: Delegation Allow users to manage delegations, and absence periods. Include services and logic bundled for activities to have delegations into consideration Impersonate Ability for an user to impersonate and perform a task on behalf of a different user (under delegation).
- #34: Delegation Allow users to manage delegations, and absence periods. Include services and logic bundled for activities to have delegations into consideration Impersonate Ability for an user to impersonate and perform a task on behalf of a different user (under delegation).
- #35: Delegation Allow users to manage delegations, and absence periods. Include services and logic bundled for activities to have delegations into consideration Impersonate Ability for an user to impersonate and perform a task on behalf of a different user (under delegation).