Adaptive case management allows the end user to define the case flow at runtime, while business processes require you to define the flow at design time. Adaptive case management uses documents and contextual information to determine the flow of the case at runtime.

Table 33-1 illustrates the differences between adaptive case management and business processes.

The key artifacts in adaptive case management are:

• Case: a collection of structured, semi-structured, un-structured processes, information and interactions used to make a business decision.

• Case Model: models the definition of the case. The case has multiple attributes such as name, type, various milestones. It also has associations like the behavior container and root folder. The definition of the case is the collection of these attributes and associations.

• Case Instance: a collection of documents, data and case activities that are used to process the case and audit the progress of the case.

• Case Folder: the folder(s) in the Content Management System where the case information is stored.

• Case Data: the data for the case stored in the BPM database.

• Case Lifecycle: the case lifecycle is reflected by the case state, which can be one of active, stale, suspended, aborted, or closed.

• Milestones: checkpoints that indicate the progress of a case and represent the completion of a deliverable or a set of related deliverables. Stakeholders can use milestones to obtain a high level view of the status of the case.

• Case Activity: the work that can be performed in the context of a case. Case activities have various properties that define their behavior. Case activities can be mandatory, conditional, or optional. Case activities can be manual or automatic. Manual case activities require a case worker to initiate them while automatic case activities are initiated by the case runtime. You implement case activities using a BPMN process, a Human Task or a custom java class.

• Sub Case: a child task of a case, used when additional activities must be spawned as part of the processing of the parent case. Sub cases are instantiated at run time and are similar to case activities, except that they only inherit data from the parent case.

• Case Event: include case lifecycle changes, case milestone changes, case activity changes and other manual case events. Manual case events are events modeled in the case corresponding to various manual actions that can occur during the case processing.

Adaptive case management is suitable to model business processes in many different industries and scenarios:

• Financial Services: loan origination, credit and debit card dispute management, financial crime management (suspicious activity reporting), wealth management, brokerage, trading, new business account opening, e-bank account opening, accounts payable, accounts receivable, and B2B order management.

• Insurance: P&C claims processing, policy management, policy servicing, underwriting, fraud prevention, customer on-boarding.

• Health Care: payer claims processing, policy and procedure management, virtual patient records management, member service management, provider service management, group sales management, health plan insight, clinical and operational insight.

• Energy & Utilities: process safety management, FERC e-tariff, transmittal process, SOP processing.

• Public Sector: citizen benefits eligibility and benefit's enrollment, grant management, public safety, tax and custom filling, court solution and judicial matters.

• Human Resources: employee on-boarding, employee off-boarding, employee performance review, employee benefits administration.

• Legal: contract management, legal matter management, auditing and compliance.

• Customer Service: customer correspondence, call center, constituent services.

The following diagram shows the lifecycle of a case through its various states, from creation to closure.

Figure 33-1 Case State Model

Description of "Figure 33-1 Case State Model"

1. Select File.
2. Select New.
3. Select BPM Tier.
4. Select Create Case Management.

   The Create Case Management dialog box appears.

5. Enter a name to identify the case.
6. Optionally, enter a namespace.
7. Click OK.

   BPM Studio creates the new case and displays it in the Case Management editor so that you can configure it.

1. Select the Application Navigator.
2. Expand the project that contains the BPMN process.
3. Expand the BPMN Content folder.
4. Double click the case file.

   The case file has the .case extension. There is only one case file per BPM project.

5. Edit the case. See:

   • Configuring Case General Properties

   • How to Configure Case Data

   • Configuring Case User Events

   • How to Add Case Stakeholders

   • Localizing a Case

1. Edit the case.
2. Select the General tab.
3. Provide a title for the case.
4. From the Priority list, select a priority.

   The value of the priority varies from 1 to 5, being 1 the highest and 5 the lowest.

   Priority indicates the importance of the case so that the case worker can prioritize their work.

5. Enter a category.

   Categories enable you to group similar cases together.

1. Edit the case.
2. Select the General tab.
3. Expand the Milestones section.
4. Click Add.
5. Enter the name of the milestone.
6. Click OK.

1. Edit the case.
2. Select the General tab.
3. Expand the Outcomes section.
4. Click Add.
5. Enter the name of the milestone.
6. Click OK.

A case can contain one or more related documents. Stakeholders can upload case documents that only other stakeholders with the appropriate permissions can view or delete.

To perform operations on documents, use the CaseStreamService as described in the Oracle Fusion Middleware Business Process Management Suite Java API Reference.

You can configure who can read and update documents using permission tags. For more information about permission tags, see Defining Case Tag Permissions.

You can specify permission tags in the following situations:

• When creating a new document using the method uploadDocument() from the CaseDocumentStreamService class.

• By changing the permission on an existing document using the method setPermissionTag() from the CaseService class, passing the appropriate value in the permission tag parameter.

The support for permission tags on documents depends on the type of document store:

• Non Oracle Content Management Systems

  This feature is not supported for content management systems that are not Oracle WebCenter Content.

• BPM Database

  If you use BPM DB as the document store, then you can set permission tags on case documents without having to configure anything. See Using the BPM Database for Data Storage.

• Oracle WebCenter Content

  When you set a permission tag for a document this value is stored in the metadata information field for the CaseManagementPermissionTag. You must create the CaseManagementPermissionTag information field before using permission tags on a document. To create the field, see Creating Case Fields in Oracle WebCenter Content. When you try to set a permission tag on an existing document, it fails.

There are some differences in behavior when using the BPM database for data storage:

• If the parent root folder and the instance folder are not specified in the case design, the folder used to store documents is shown as a slash, similar to a root folder (for example, /).

• If the parent root folder and the instance folder are not specified in the case design, and while invoking the case, you override the use of the ecmFolder tag in the caseHeader payload (for example, caseroot), the folder used to store documents is shown as a folder under the root (for example, /caseroot).

• If the parent and instance folders are specified in the case design, the folder used to store documents is /parentFolderName/InstanceFolderName. However, if the parent and instance folders are overridden from the payload, the folder specified in the payload is shown.

Case documents stored in WebCenter can be include a web browser link to view the details of the originating case.

Before using this facility, you must create a custom attribute named CaseManagementLink in WebCenter. See Creating Case Fields in Oracle WebCenter Content.

When case documents are uploaded to WebCenter, the CaseManagementLink is populated.

The value of the CaseManagementLink property can be changed in Enterprise Manager in the Workflow property configuration to support different usages in custom Case Management user interfaces.

Placeholders can be used for live values to be substituted in when documents are stored and the CaseManagementLink property is populated. For example, $host could be used to represent the host name and $port could be used to represent the port number. These placeholder values must be defined in mdm-url-resolver.xml.

The values $caseId and $caseNumber will be replaced with their respective values without any additional configuration in mdm-url-resolver.xml.

1. Start the Configuration Manager applet from the Admin Applets Page.
2. Click on the Add… button.
3. Specify the name in the Metadata Field Name field, for example, CaseManagementPermissionTag or CaseManagementLink.
4. Click OK.
5. Ensure that the Require Value checkbox is not selected, then click OK to keep the default values.

   The new information field appears.

6. Click Update Database Design to save the changes.

1. Edit the case.
2. Select the Data & Documents tab.
3. Expand the Data section.
4. Click Add.

   The Add Data Dialog appears.

5. Enter a name to identify the case data.

   The name is not unique. Different case data can have the same name.

6. Select an element or a type.

   Note:

   • Case data does not support simple data types, thus they do not appear in the list.

   • Only the case or case activity forms data of the projects that are created in ADF appears in the list.

   • Ensure that the case data input message uses names and types as defined in the case model. Initialization of rule facts, and corresponding rule execution, happens correctly only when case data object names and case data object types match .

   • If dateTime element is chosen in the schema, the case activity and case data form shows only the date and not the time.

7. If you want make the case data editable, select the Editable checkbox.
8. Click OK.

1. Edit the case.
2. Select the Data & Documents tab.
3. Expand the Flex Fields section.
4. Click Add.

   The Create Flex Field Dialog appears.

5. Enter appropriate information for the Name, Type, Column Name, and Source.

   The Type can be String, Number or Date.

6. Specify the Source. To use an XPath expression for the Source, click XPath to launch the Expression Builder dialog box.
7. If the flex field data can be changed after creation, select Updatable. For unchanging data, such as a Customer ID, or serial number, leave it unchecked.
8. Click OK.

1. Edit the case.
2. Select the Data & Documents tab.
3. Expand the Documents section.
4. In the Parent Folder field, specify a base folder name for the case, using one of the following options:

   • Select By Name to provide the parent folder location using static text.

   • Select By Expression to provide the parent folder location using an XPATH expression.

   Note:

   The folder you provide must already exist.

5. In the Case Instance Folder field, specify a folder name for each case instance, using one of the following options:

   • Select By Name to provide the parent folder location using static text.

   • Select By Expression to provide the parent folder location using an XPATH expression.

   In general, this is done using an XPATH expression.

   Note:

   The folder you provide must already exist.

6. Optionally, select Create Case Instance Folder for Oracle BPM Suite to create a case folder in Enterprise Content Management store.

   Note:

   Ensure that you configure content management systems after creating and specifying the Case Instance Folder and Parent Folder. Case does not get created if CMS is not configured.
7. To add document properties, click Add in the Document Properties panel.

   Specify the Name, Value type (By Value or By Expression), and the Value (either a value or an XPath expression) and click OK.

By default Oracle BPM Suite is configured to use an Oracle Database document store. You can use the default configuration while developing your project if you do not have access to an enterprise content manager. This does not require any configuration in the Oracle SOA Server.

You can use the following enterprise content managers for storing case documents:

• Oracle WebCenter

• Alfresco CMIS

To use this content managers you must manually configure them using EM after installing BPM.

The following list shows the configuration for the supported enterprise content managers:

• Oracle WebCenter

  The endpoint URL must have the following format idc://ucm_host:4444

  The administrator user can be weblogic

• Alfresco CMIS

  The endpoint URL must have the following format http://alfresco_host:8080/alfresco/cmisatom

  The administrator user can be weblogic

1. Edit the case.
2. Select the User Events tab.
3. In the User Events section of the dialog, click Add.

   The Create User Event dialog box appears.

4. Provide a Name and a Display Name to identify the event.
5. Click OK.

   The new event appears in the Events section.

1. Open the case in the Case Management editor.
2. Select the User Events tab.
3. Select Publish Case Events.

1. Edit the case.
2. Select the Stakeholders and Permissions tab.
3. Click Add.

   The Create Stakeholder dialog box appears.

4. Enter a Name and a Display Name to identify the stakeholder and click OK.
5. Click Add for the newly created Stakeholder to add a member and select from Add User, Add Group, Add Application Role, or Add Process Role.
6. From the Member Type list, select a member type.
7. From the Value Type list, select how to define the value field - either By Value or By Expression.
8. Specify a Value, appropriate to the Value Type selection - either a static string or an XPath expression.

   Value specifies the actual user acting as a stakeholder. It specifies the actual user, group or role processing the case.

Note:

When you remove a case stakeholder definition, the underlying user, role, group or role in the organization is not removed.

Figure 33-3 Stakeholder Tab in Case Management Editor

Description of "Figure 33-3 Stakeholder Tab in Case Management Editor"

1. Edit the case.
2. Select the Stakeholders & Permissions tab.
3. Expand the Permissions section.
4. Click Add.
5. Enter a Name and a Display Name to identify the permission.
6. Click OK.

1. Edit the case.
2. Select the Translation tab.
3. Expand the Translation section.

   The Translation editor appears.

   Figure 33-6 shows the Translation editor.

4. Click Add.
5. Enter a name to identify the key.
6. Enter a value for the default language.
7. Enter a translation for the specified languages.

Figure 33-6 Translation Editor

Description of "Figure 33-6 Translation Editor"

The following classes are types of the class CaseObject:

• CaseData

• CaseDocumentObject

• CaseEvent

• CaseHeader

• CaseMilestone

• CaseStakeHolder

• Comment

• DatabaseDocument

The class CaseObject contains the following attributes that are shared with its types:

• Id

• CaseId

• ObjectName

• ObjectDisplayName

• ObjectType

• UpdatedBy

• UpdatedByDisplayName

• UpdatedDate

• PermissionTag

From this list, ObjectDisplayName contains the localized value of ObjectName, and UpdatedByDisplayName contains the localized value of UpdatedBy

Case activities and sub cases are defined by the following attributes:

• Manually Activated/Automatically Activated

  Manually activated case activities are available in the case and can be invoked by users. Automatically activated case activities are invoked by the system.

• Required

  Required activities must be invoked at least once before a case is closed.

• Repeatable

  Repeatable case activities can be invoked more than once in a case. Non repeatable case activities can be invoked only once. Already invoked manual case activities do not appear in the library.

• Conditionally Available

  Conditionally available manual activities are available in the library if they are activated through a business rule. Non-conditionally available manual activities are available in the library by default until you invoke them.

  After invocation, repeatable activities are still shown in the library. Non conditional automatic activities are invoked after Oracle BPM starts a case.

• Permission

  The Permission value specifies access to the case activity, for example, PUBLIC or PRIVATE.

You can specify input and output parameters for case activities. For additional information, see How to Add a Case Activity Input Parameter and How to Add a Case Activity Output Parameter.

Note that sub cases do not support data mapping - they inherit data only from their parent case. See Creating Sub Cases

By default the cases contain the following case activities:

• Simple Workflow

  You can use this activity to create simple human tasks. You can configure the task title, priority, due date, comment, assignment type and assignees. The supported assignment types are: simple, sequential, parallel, FYI.

  You must pass the payload input to the method initiateCaseActivity with the key SimpleWFActivityPayload. You must use a payload from the schema in Simple Workflow Payload Schema.

• Email Notifications

  You can use this activity to send an email notification. You must configure the workflow notification with EMAIL for email notifications to work properly.

  You must pass the payload input to the method initiateCaseActivity with the key EmailActivityPayload. You must use a payload from the schema in Email Notification Payload Schema.

  Note:

  You can only send case documents as attachments in global case activity email notification activities. Documents located in your file system are not supported.

1. Select the Application Navigator.
2. Expand the project that contains the BPMN process.
3. Expand the BPMN Content folder.
4. Expand the processes folder.
5. Right-click the BPMN process you want to promote to case activity.
6. Select Promote as Case Activity.

   The Create Case Activity dialog box appears.

7. Enter a name to identify the case activity.
8. Enter a display name to show in the case user interface.
9. From the Operation Name list, select a start operation.
10. To make the case activity synchronous, select the Synchronous check box.
11. Click OK.

    BPM Studio creates the case activity and opens it in the Case Activity editor so that you can configure it.

    By default Oracle BPM Studio creates the input and output parameters based on the BPMN process input and output arguments. If the BPMN process contains multiple end points, then it creates an output parameter for each of the output arguments of the multiple end points.

The Advanced tab shows the service reference and the operation used to create the case activity.

1. Open the case.

2. Select the Advanced tab.

   Figure 33-7 shows the Advanced tab for a BPMN process based case activity.

3. To open the BPMN process, click the service reference.

4. To change the operation, click the Refresh button.

Figure 33-7 Advanced Tab of a BPMN Process Based Case Activity

Description of "Figure 33-7 Advanced Tab of a BPMN Process Based Case Activity"

1. Select the Application Navigator.
2. Expand the project that contains the Human Task.
3. Expand the SOA Content folder.
4. Right-click the Human Task you want to promote to case activity.
5. Select Promote as Case Activity.

   The Create Case Activity dialog box appears.

6. Enter a name to identify the case activity.
7. Enter a display name to show in the case user interface.
8. Click OK.

   BPM Studio creates the case activity and opens it in the Case Activity editor so that you can configure it.

   By default Oracle BPM Studio creates the input and output parameters based on the Human Task payload arguments.

1. Open the case.
2. Select the Advanced tab.
3. To open the Human Task, click the service reference.

1. Select File.
2. Select New.

   The New Gallery dialog box appears.

3. Select BPM Tier.
4. Select Custom Case Activity.

   The Create Custom Case Activity dialog box appears.

5. Enter a name to identify the case activity.
6. Enter a display name to show in the case user interface.
7. In the Class Name field, enter the name of the Java callback class.

   The Java class must implement the oracle.bpm.casemgmt.caseactivity.ICaseActivityCallback interface.

   The callback class must be part of the composite, or must add it to the workflow customization classpath.

8. Click OK.

   BPM Studio creates the case activity and opens it in the Case Activity editor so that you can configure it.

Use sub cases to manage activities that contribute to the resolution of a parent case. Sub cases are similar to case activities, are instantiated at runtime within the context of a parent case.

For example, a power outage case might have a sub case for a line repair. As the parent power outrage case evolves one or a number of line repair sub cases might be kicked off to facilitate needed repairs that are discovered as the parent case is worked.

Sub cases are deployed as a separate composite from the parent case project. They are linked to the parent using the case link mechanism. The sub case composite version is always the active version of the parent composite.

Sub cases do not support data mapping - they inherit data only from their parent case.

When a sub case completes, an activity completion event is raised. The same the constraints that apply to case activities also apply to sub case activities.

1. Select File.
2. Select New from Gallery.

   The New Gallery dialog box appears.

3. Select BPM Tier.
4. Select Sub Case.

   The Create Case Activity dialog box appears.

5. Specify the Name, Project Name, and Case Name values.
6. Click OK.

   BPM Studio creates the sub case activity and opens it in the Case Activity editor. See Case Activity and Sub Case Attributes.

1. Expand the Case Activity Input section.
2. Click Add.
3. Enter a name to identify the parameter.
4. Optionally select the Store Data option.

   Note:

   When you regenerate the activity form after adding Case Activity Input parameters, only data control is generated. Regeneration Data Control option does not generate jspx to protect customizations to the jspx.

1. Expand the Output section.
2. Click Add.
3. Enter a name to identify the parameter.
4. Enter a namespace.
5. Optionally select the Store Data option.

1. Select the Application Navigator.
2. Expand the project that contains the BPMN process.
3. Expand the BPMN Content folder.
4. Double click the case activity file.

   The case file has the .caseactivity extension.

   The Case Activity editor appears.

5. The Case Activity editor allows you to configure the following:

   • Configuring Case Activity Basic Properties

   • How to Add a Case Activity Input Parameter

   • How to Add a Case Activity Output Parameter

You can configure the following basic properties for the case activity you created:

• Automatic

• Required

• Repeatable

• Conditionally Available

For a detailed description of these attributes, see Case Activity and Sub Case Attributes.

You can also add input and output parameters for the case activity. See How to Add a Case Activity Input Parameter and How to Add a Case Activity Output Parameter.

You can define the condition of the business rule base on the following:

• The event that fired the business rule

  Table 33-3 describes the different events that can fire a business rule.

• The case instance

• Case data

  The case data configured in the case is available as facts in the business rule dictionary. You can create rules based on case data combined with case management related facts.

Figure 33-10 shows the facts you can use to define the condition of a business rule based on a case Management system related data.

Figure 33-10 Business rule facts

Description of "Figure 33-10 Business rule facts"

The business rule dictionary created when you create the case is linked to a common base dictionary in Oracle MDS. The common base dictionary includes all the facts show in Figure 33-10. The base dictionary name is CaseManagementBaseDictionary.

The business rule dictionary of a case supports the following operations:

• Automatically invoke conditional automatic activities from a business rule

• Publish conditional manual activities to the case from a business rule

• Withdraw an activity from a business rule

  Note:

  Non-conditional manual activity cannot be withdrawn. You can withdraw only conditional manual activity.

• Achieve and revoke milestones from a business rule

For a detailed description of the functions used to perform these operations, see Table 33-4.

1. Create a case.

   For information on how to create a case, see How to Create a Case.

   The case rule dictionary appears.

2. Open the case business rule dictionary.
3. Create business rules according to your business requirements.

   Table 33-4 shows the different functions you can use when creating the business rule conditions.

1. Add a service task to the BPM process.
2. Right-click the service task.
3. Select Properties.
4. Click the Implementation tab.
5. In the Service Call section, click the browse button next to the Service field.
6. Select the case.
7. Select an operation from the Operation list.

   Available operations are: abortCase, closeCase, reopenCase, suspendCase, resumeCase, attainMilestone, revokeMilestone

8. Using data associations, assign a value to the attributes case ID and comment. In the case of milestone operations, also assign a value to the milestone attribute.

   For more information about data associations, see Introduction to the Data Association Editor.

   Note:

   The case ID is available as a predefined variable that is automatically assigned a value when you invoke a BPMN process from a case.

1. Create a BPMN process that contains a send task that triggers another process.
2. Edit the data association of the process you created to assign the value of the predefined variable caseId to the argument of the send task.
3. Promote the BPMN process to a case activity.
4. Create a BPMN process that listens to the correlated events.

   You can start this process with a message start event and use a message catch to receive the correlated event.

5. Edit the properties of the message start event and define an argument CaseId.
6. Edit the correlation definition and configure it to use the argument CaseId. Select the initiates option.
7. Edit the properties of the message catch event and configure the correlation definition to use the CaseId variable.