BRUCE MCPHAIL/MATT CORBIN KARAPOTI … Presentations/Using iMIS for Case... · BRUCE MCPHAIL/MATT...

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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


The constraint: Cannot link UD MI tables to Cases

The ASI solution: 3rd-party iPart.

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The Karapoti Consulting solution ..

CASE MANAGEMENT THEORY -THE IMIS SOLUTION.



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.



Point 1: They do NOT have to be linked to a customer record.

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Point 2: They can be linked to one another hierarchically.

The child table is linked to the parent table through CASEID field.


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


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


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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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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Setting properties ..

• ASSIGNED TO = IQA






• CaseStatus = IQA

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• Case Sub-Type = IQA








• CaseSummary = Control Type of HTML Editor

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• 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


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• ActionType = IQA





• 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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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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List Cases with Edit Links –

Use an IQA Query


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 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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SummaryDisplay –

Source is an IQA query

Receives the CaseID as

parameter



BigButtonPanel –

opens the CaseAction panel in a popup

passing the Case ID as a URL parameter

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IQA – receives the CaseID as parameter.



Listing and Editing Cases.


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


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


Different Action Types?

Use a Panel Editor for each type.

No probs!



Adding a new Case Action.


Questions?

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CASE MANAGEMENT – SYSTEM BUILD Step 5: List and Edit Existing Case Actions

IQA – receives the CaseID as parameter.


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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Step 5: Edit a Case Action.



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.


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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Questions

WITH THANKS TO OUR SPONSORSNIUG DISCOVERY CONFERENCE

BRUCE MCPHAIL/MATT CORBIN KARAPOTI … Presentations/Using iMIS for Case... · BRUCE MCPHAIL/MATT...

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