The Pyramid Agile ACM Catalogue supplements and enhances the capabilities of IBM Case Manager. This set of powerful widgets, background operations and custom APIs provides Case developers with the additional tools needed to configure robust Case Management Solutions that give Case Knowledge Workers easier access and complete control of Cases.
The interest and popularity in Advanced Case Management (ACM) continues to grow as a result of organizations’ requirements to:
- Reduce cost and risks associated with serving customer requests
- Provide Knowledge Workers and Case Owners with the ability to perform/assign tasks needed to complete their Case.
- Support complex and dynamic requests that cannot follow a standard process
- Respond to demands from customers, regulators, auditors and litigants
- Increase use of collaboration and social media to make more informed decisions
360’ Case View
Knowledge Workers require access to all aspects of a Case, this means that they need to be able to at a glance get to any relevant information that will assist them in doing their job. Pyramid’s Catalogue provides the ability for the Knowledge Worker to have immediate access to the Content and Tasks that are associated with their current Case. This interface allows them to adjust their view, sorting and grouping the information in a way that relates to the actions that they have to take.
One of the additional challenges for the Knowledge Worker/Case owner is not only to be able to see what is going on within the Case but to be able to interact with the other people that they need to complete Tasks for them. The Knowledge Worker needs to be able to directly communicate with the others working the Case, comments at the Task, Case and Work level provides the ability to directly communicate and record what needs to happen as well as what has happened.
In order to have an organization that is successful and able to manage workloads, the tools need to be in place to allow management the ability to adjusts and control workloads. This is provided through the ability to apply work filters presenting the right work to the right people at the right time. This reduces that amount of activity required in the system by managers. In the Cases where work cannot be handled automatically, Managers are provided the ability to “re-assign” work not only between users but between groups.
One of the long term goals of BPM has always been to automate processes as much as possible. With Cases, a smaller percentage of the work falls into clean and predictable processes, but those tasks that do can still be automated. These tools provide the ability to take many of the activities that would be normally performed by a user in OOTB Case Manager and apply those same actions to automated tasks. Pyramid allows automated tasks to launch other Tasks (including user tasks) and document activities through comments just as a user would.
The Agile ACM Catalogue is a collection of different assets that can be used to develop powerful Case Manager solutions. The latest version of the catalogue (5.1 Release 1) includes the assets listed in the following sub-sections. For assets included in previous versions, please refer to documentation for that specified version.
Case Comments – The Case Comments Widget provides a user interface allowing users to communicate about specific Case topics leveraging the Comment capabilities of IBM’s Case Manager. The Comments widgets presents contextual organization of the comments for Cases, Tasks, Documents and Work Items. The Widget may be configured to show or hide Case, Task (current or all), Document or Work Item comments based on the requirements of the specific page.
Attach Content – The Attach Content Widget allows users to select documents filed within a Case and attach them to the current Task Work Item. This provides the ability to “mark” documents that are important for the completion of a task, allowing quick access to the critical content.
Task List – The Task List Widget provides users with a summary of the Tasks related to their current Case. The Task List Widget not only lists all of the tasks associated with the Case but allows users to sort and group the tasks allowing a flexible view of the activities associated with a Case. The Task List widget also provides the ability to launch user Tasks directly from the interface.
Document List – The Document List Widget provides users with a folder tree view of the Content that has been filed within a Case. It provides a quick look into all of the filed Content and access to that Content.
Work Filter – The Work Filter widget provides users the ability to filter data for the selected In-Basket. It also provides the ability to hide/pre-populate filters for users to take advantage of “apply filter” functions available from the OOTB Case Manager In-Basket Widget.
Related Content – The Related Content Widget will display a list of Documents within the Case for a user that are related to the currently selected Document of Case item. The widget can be configured to match based on a configured “key” value and display all Content filed within the Case whose configured property matches the key value.
Data Presentation – The Data Presentation widgets provides a common way of displaying an ordered set of properties related to a business entity. These read-only properties are most commonly assembled from a data feed built in IBM Mashup Hub.
Work Update – The Work Update Widget allows users to update the configured property of the selected work. This often relates to the need to “re-assign” work from one team/group to another group by changing the “Team” property.
Work Self Assignment– The Work Self Assignment Widget assigned the current users login ID to the configured fields within the opened work item and Case.
Work History Display – The Work History Display Widget presents the steps within the workflow that the work has participated in, what users worked those steps, how long the steps took, and what the final outcome of each step was.
Case Manager Operations
Add Comment – The Add Comment operation allows the addition of comments to a Case, Task or Work Item within the process of a workflow without the need for user intervention. This provides the ability to include system comments that are relevant for users working with a Case.
Create Task – Create Task operation allows for the systematic launching of repeatable tasks that are required based on an event beyond a data change or content arrival. It also provides the ability to systematically launch user tasks.
Complete Tasks – The Complete Tasks operations provides the ability to delete running work items and cancel running tasks in instances where a Case event requires the termination/closing of all running activities.
Content Attach – The Content Attach operation attaches the specified content to Work that is already in process, located by search criteria meaningful to the business. It combines with the Work Dispatch operation to provide Document Rendezvous functionality.
Work Dispatch – The Work Dispatch operation locates the in-process work using search criteria meaningful to the business, then dispatches each result to the next step in the workflow process. It combines with the Content Attach operation to provide Document Rendezvous functionality.
Work Initiator – The Work Initiator operation attempts to initiate new work as long as no related work is found to be currently in process in an effort to reduce the occurrences of duplicated effort.
Work Launcher – The Work Launcher operation launches work and enhances the out of the box P8 Workflow Subscription mechanism to ensure that the most recently transferred version of a workflow definition is used when initiating work.
History API – The History API is intended to facilitate the recording of significant events that occur during the use of a Line of Business Case Manager Solution. This recorded data can be viewed at a later time for activity monitoring, auditing, or analysis. Specifically, the History API defines a set of history records and the means to record them to a specific persistence layer.
RESTful Action API – The RESTful Action API provides a set of entities that can be used by other RESful APIs to indicate if a requested RESTful action has been performed successfully or not. The API provides the ability to group like RESTful actions together into a single RESTful request to increase performance without losing the ability to determine which specific RESTful actions failed.