Post on 12-Feb-2018
9/16/2016
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CASE MANAGEMENTBRUCE MCPHAIL/MATT CORBIN – KARAPOTI CONSULTING
AGENDA
Intro & Demo
Part 1 – Theory
• Case Management Requirements
• Data Model
• Solution Definition
Part 2 - Practical
• Build Details
• Demo of Advanced Solution
USING IMIS FOR CASE MANAGEMENT
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AGENDA
Intro & Demo
Part 1 – Theory
• Case Management Requirements
• Data Model
• Solution Definition
Part 2 - Practical
• Build Details
• Demo of Advanced Solution
USING IMIS FOR CASE MANAGEMENT
CASE MANAGEMENT INTRO -Demo
Starting at the finish – Demo System
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CASE MANAGEMENT THEORY -Business Requirements
Receive an enquiry/complaint
Escalate to Case.
Assign to Staff/Contact
Perform Actions,
Upload docs. Record metrics.
Resolution and closure.
Report outcomes. Stats reporting. Reporting against KPIs.
Time recording (case workers).
SLA may determine escalation points and response times.
CASE MANAGEMENT THEORY -DATA MODEL – V1 - CASE MANAGEMENT
CASE 1
CASE 2
..
CASE n
Action 1
Action 2
..
Action n
Action 1
Action 2
..
Action n
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CASE MANAGEMENT THEORY -DATA MODEL – V2: TRAINING AND ACCREDITATION
Course 1
Course 2
..
Course n
Unit 1
Unit 2
..
Unit n
Unit 1
Unit 2
..
Unit n
•
CASE MANAGEMENT THEORY -DATA MODEL – V3: PROJECTS
Milestone 1
Milestone 2
..
Milestone n
Task 1
Task 2
..
Task n
Task 1
Task 2
..
Task n
•
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CASE MANAGEMENT THEORY -DATA MODEL – V1 – CASE MANAGEMENT
CASE 1
CASE 2
..
CASE n
Action 1
Action 2
..
Action n
Action 1
Action 2
..
Action n
CASE MANAGEMENT THEORY -THE IMIS CONSTRAINTS. THE IMIS SOLUTION.
CASE 1
CASE 2
..
CASE n
Action 1
Action 2
..
Action n
Action 1
Action 2
..
Action n
Cases: UD MI Table
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CASE MANAGEMENT THEORY -THE IMIS CONSTRAINTS.
CASE 1
CASE 2
..
CASE n
Action 1
Action 2
..
Action n
Action 1
Action 2
..
Action n
Cases: UD MI Table Actions: UD MI Table .. Linked to Cases
CASE MANAGEMENT THEORY -THE IMIS CONSTRAINTS. THE IMIS SOLUTION.
The constraint: Cannot link UD MI tables to Cases
The ASI solution: 3rd-party iPart.
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CASE MANAGEMENT THEORY -THE IMIS CONSTRAINTS. THE IMIS SOLUTION.
The constraint: Cannot link UD MI tables to Cases
The ASI solution: 3rd-party iPart.
The Karapoti Consulting solution ..
CASE MANAGEMENT THEORY -THE IMIS SOLUTION.
The constraint: Cannot link UD MI tables to Cases
The ASI solution: 3rd-party iPart.
The Karapoti Consulting solution –
• Multi-instance tables
• Standard Dynamic Content Items
• Process Automation
• IQA
• Panel Editors
.. Stirred together in iMIS 20.2 Staff View
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CASE MANAGEMENT THEORY -KEY TO THE SOLUTION
The key lies in the handling of the user-defined multi-instance tables.
Typically linked to a customer record.
CASE MANAGEMENT THEORY -KEY TO THE SOLUTION
The key lies in the handling of the user-defined multi-instance tables.
Point 1: They do NOT have to be linked to a customer record.
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CASE MANAGEMENT THEORY -KEY TO THE SOLUTION
The key lies in the handling of the user-defined multi-instance tables.
Point 2: They can be linked to one another hierarchically.
The child table is linked to the parent table through CASEID field.
CASE MANAGEMENT THEORY -KEY TO THE SOLUTION
We now have the fundamentals of a solution that will support the data model.
CASE 1
CASE 2
..
CASE n
Action 1
Action 2
..
Action n
Action 1
Action 2
..
Action n
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CASE MANAGEMENT – QUESTIONS
That completes Part 1.
We have ..
1. Presented a basic Case Management system
2. Discussed the requirements
3. Derived a generic data model
4. And overviewed how iMIS can support Case Mgment
CASE MANAGEMENT – QUESTIONS
Before we move on to Part 2 ..
Questions?
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CASE MANAGEMENT – SYSTEM BUILD
Assemble the list of ingredients:
• iMIS Customizer to create User-Defined Multi-Instance tables
• IQA
• Summary Display iPart
• Big button Panel
• Panel Editor
• Shortcuts
• Query menu iPart
• Process Automation (Plus)
• And two simple stored procedures
CASE MANAGEMENT – SYSTEM BUILD
Assemble the list of ingredients:
• iMIS Customizer to create User-Defined Multi-Instance tables
• IQA
• Summary Display iPart
• Big button Panel
• Panel Editor
• Shortcuts
• Query menu iPart
• Process Automation (Plus)
• And two simple stored procedures
iMIS300 20.2
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CASE MANAGEMENT – SYSTEM BUILD
Agenda for Part 2 -
• Step 1 – Create CASE and CASEACTIONS
• Step 2 – “Add New Case”
• Step 3 – “List/Edit Cases”
• Step 4 – “Add a Case Action”
• Step 5 – “List/Edit Case Actions”
• Step 6 – Process Automation
Demo of Advanced Case Management system
CASE MANAGEMENT – SYSTEM BUILD Step 1: Establish the building blocks – Data Structure and Business Objects
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CASE MANAGEMENT – SYSTEM BUILD CASE table
• CaseName varchar (100)
• CaseType varchar(10) with lookup list
• CaseSubType varchar(10) with lookup list
• CaseSummary varchar(40000)
• CaseStatus varchar(10) with lookup list
• AssignedTo varchar(10)
• LastUpdated DateTime
• UpdatedBy varchar(50)
• Created datetime
• CreatedBy varchar(50)
• isDeleted boolean
CASE MANAGEMENT – SYSTEM BUILD CASE Business Object
• Create custom business object cKC_Case
• From table KC_Case
• Setting properties ..
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CASE MANAGEMENT – SYSTEM BUILD CASE Business Object
• Create custom business object cKC_Case
• From table KC_Case
Setting properties ..
• ASSIGNED TO = IQA
CASE MANAGEMENT – SYSTEM BUILD CASE Business Object
• Create custom business object cKC_Case
• From table KC_Case
Setting properties ..
• ASSIGNED TO = IQA
• CaseStatus = IQA
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CASE MANAGEMENT – SYSTEM BUILD CASE Business Object
• Create custom business object cKC_Case
• From table KC_Case
Setting properties ..
• ASSIGNED TO = IQA
• CaseStatus = IQA
• Case Sub-Type = IQA
CASE MANAGEMENT – SYSTEM BUILD CASE Business Object
• Create custom business object cKC_Case
• From table KC_Case
Setting properties ..
• ASSIGNED TO = IQA
• CaseStatus = IQA
• Case Sub-Type = IQA
• CaseSummary = Control Type of HTML Editor
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CASE MANAGEMENT – SYSTEM BUILD CASE Business Object
• Create custom business object cKC_Case
• From table KC_Case
Setting properties ..
• ASSIGNED TO = IQA
• CaseStatus = IQA
• Case Sub-Type = IQA
• CaseSummary = Control Type of HTML Editor
• CaseType = IQA
CASE MANAGEMENT – SYSTEM BUILD CASE Web View
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CASE MANAGEMENT – SYSTEM BUILD CASEACTION Table
• CaseID varchar(10)
• ActionType varchar(*10)
• Summary varchar(20)
• Detail varchar(40000)
• Status varchar(10) with lookup list
• Updated DateTime
• UpdatedBy varchar(50)
• Created datetime
• CreatedBy varchar(50)
• isDeleted boolean
CASE MANAGEMENT – SYSTEM BUILD CASEACTION Business Object
• Create custom business object cKC_CaseAction
• From table KC_CaseAction
Setting properties ..
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CASE MANAGEMENT – SYSTEM BUILD CASEACTION Business Object
• Create custom business object cKC_CaseAction
• From table KC_CaseAction
Setting properties ..
• ActionType = IQA
CASE MANAGEMENT – SYSTEM BUILD CASEACTION Business Object
• Create custom business object cKC_CaseAction
• From table KC_CaseAction
Setting properties ..
• ActionType = IQA
• Detail = HTML Editor Control
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CASE MANAGEMENT – SYSTEM BUILD CASEACTION Panel
CASE MANAGEMENT – SYSTEM BUILD Case and CaseActions panels built and complete
Next step:
Add a New Case
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CASE MANAGEMENT – SYSTEM BUILD Step 2: Add a New Case
Add a New Case – Use a Big Button Panel iPart
CASE MANAGEMENT – SYSTEM BUILD Step 2: Add a New Case
Add a New Case – Use a Big Button Panel iPart
Settings:
“Open Links in Popup”
• Link text: “New Case”
• Link Target: /imis0/iparts/Common/PanelEditor/PanelEditDialog.aspx
• URL Parameter: TemplateType=E&AllowEdit=True&PanelDefinitionId=2721A047-1665-4D1F-
B412-6D239A841981&iKey=-1
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CASE MANAGEMENT – QUESTIONS
That completes step 2 –
Adding a Case.
Before we move on ..
Questions?
CASE MANAGEMENT – SYSTEM BUILD Step 3: List and Edit Existing Cases
Next step:
List Cases with Edit Links
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CASE MANAGEMENT – SYSTEM BUILD Step 3: List and Edit Existing Cases
List Cases with Edit Links –
Use an IQA Query
CASE MANAGEMENT – SYSTEM BUILD Step 3: List and Edit Existing Cases
List Cases with Edit Links –
Use an IQA Query
With properties ..
cKC_Case.Id Alias: code_PartyID
cKC_Case.Seqn Alias: code_CaseID
cKC_Case.Case Name Link: ~/Case?ID=[code_CaseID]&CaseID=[code_CaseID]
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CASE MANAGEMENT – SYSTEM BUILD Step 3: List and Edit Existing Cases
Case Details page. Lets pull this page apart ..
CASE MANAGEMENT – SYSTEM BUILD Step 3: List and Edit Existing Cases
Case Details page. Lets pull this page apart ..
BigButtonPanel – opens the Case panel in a popup
passing the CaseID as a URL parameter
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CASE MANAGEMENT – SYSTEM BUILD Step 3: List and Edit Existing Cases
Case Details page. Lets pull this page apart ..
SummaryDisplay –
Source is an IQA query
Receives the CaseID as
parameter
CASE MANAGEMENT – SYSTEM BUILD Step 3: List and Edit Existing Cases
Case Details page. Lets pull this page apart ..
BigButtonPanel –
opens the CaseAction panel in a popup
passing the Case ID as a URL parameter
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CASE MANAGEMENT – SYSTEM BUILD Step 3: List and Edit Existing Cases
Case Details page. Lets pull this page apart ..
IQA – receives the CaseID as parameter.
CASE MANAGEMENT – QUESTIONS
That completes step 3 –
Listing and Editing Cases.
Before we move on ..
Questions?
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CASE MANAGEMENT – SYSTEM BUILD Step 4: Add a new Action
BigButtonPanel –
opens the CaseAction panel in a popup
passing the Case ID as a URL parameter
Step 4: Add a New Action to a Case.
CASE MANAGEMENT – SYSTEM BUILD Step 4: Add a new Case Action
Step 4: Add a New Action to a Case.
BigButton Panel.
Opens the CaseAction panel editor in a popup, passing the ID as a parameterLink target -
/imis0/iparts/Common/PanelEditor/PanelEditDialog.aspx?TemplateType=E&AllowEdit=True&PanelDefinitionId=DAB562F3-
EA6C-46B8-85C2-6BB1A6846D89&iKey=-1
URLParameter: ID=@SelectedID
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CASE MANAGEMENT – SYSTEM BUILD Step 4: Add a new Case Action
Step 4: Add a New Action to a Case.
Different Action Types?
Use a Panel Editor for each type.
No probs!
CASE MANAGEMENT – QUESTIONS
That completes step 4 –
Adding a new Case Action.
Before we move on ..
Questions?
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CASE MANAGEMENT – SYSTEM BUILD Step 5: List and Edit Existing Case Actions
IQA – receives the CaseID as parameter.
CASE MANAGEMENT – SYSTEM BUILD Step 5: List and Edit Existing Case Actions
Step 5: Edit a Case Action.
List Case Actions with Edit Links –
Use an IQA Query with properties ..
cKC_CaseAction.Id Alias: code_PartyID
cKC_CaseAction.Seqn Alias: code_ActionID
cKC_Case.CaseID Alias: code_CaseID
‘Edit’ Link: ~/iparts/Common/PanelEditor/PanelEditDialog.aspx?ID=[code_PartyID]&iKey=[code_ActionID]&TemplateT
ype=E&AllowEdit=True&PanelDefinitionId=DAB562F3-EA6C-46B8-85C2-6BB1A6846D89
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CASE MANAGEMENT – SYSTEM BUILD Step 5: List and Edit Existing Case Actions
Step 5: Edit a Case Action.
CASE MANAGEMENT – QUESTIONS
That completes step 5 –
Listing and Editing Case Actions.
Before we move on to the demonstration ..
Questions?
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CASE MANAGEMENT – SYSTEM BUILD Step 6: Final step – Process Automation
Step 6: Process Automation.
1. When a new Case is saved, the Created date and the CreatedBy fields are
populated for audit purposes
2. When a new Action is added to a case, the Case ID is recorded against the
action.
CASE MANAGEMENT – QUESTIONS
In Summary ..
We have presented a valuable Case Management system
Built using standard iMIS tools.
More than that, we have presented the concept of “floating” tables and a data model that can support
many other key business processes.
Now to demo these in use ..
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CASE MANAGEMENT – QUESTIONS
Questions
WITH THANKS TO OUR SPONSORSNIUG DISCOVERY CONFERENCE