Provide advanced options for your business processes by creating case types through a
case type rule form. For example, you can select an application layer in which to store your
case type, or define multiple options at once, for example, for the people that your case
type involves, processes that can support your case type, or dependencies with other case
types.
Creating case types through a rule form is suitable for advanced developers. If
your use case does not require advanced configurations, create a case type by using the
Case Designer tool, which helps you visualize your business process in a low-code way.
For more information, see Creating a top-level case type.
In the header of Dev Studio, click CreateProcessCase Type.
In the Case Type Record Configuration section, in the
Label field, briefly describe the purpose of your
case type.
For example: Enter Loan requests review.
In the Context section, define how your application stores
the case type:
If you use branches to work on your application, in the
Development branch list, select a branch that
you want to use to store the case type.
In the list of application layers, select a layer in which you want to
store the case type.
In the Applies to field, press the Down arrow
key, and then select the class to store the case type.
In the Add to ruleset list, select a ruleset and
a ruleset version to store the case type.
Optional: To override the default work item that your application associates with this
development change, press the Down arrow key in the Work item to
associate field, and then select a work item.
Click Create and open.
Optional: To customize how the case appears at run time, change the icon that the system
displays to users when processing the case:
In the Appearance section, click
Edit.
In the Appearance dialog box, select a new
icon.
Click Submit.
Optional: To define people involved in a case by reusing an existing rule, in the
Work parties rule field, provide a relevant rule
name.
In the Starting process section, click Add a
row, in the text field press the Down arrow key, and then select
a process that runs when the case starts at run time.
You only provide a starting process for case types without the Create stage.
For more information, see The Create stage.
Optional: To enable users to supplement the case with additional processing, in the
Case wide supporting processes section, in the text
field press the Down arrow key, and then select a supporting process that users
can add to this case.
Optional: To add more supporting processes, click the Add a
row icon, and then provide another process.
Optional: To create dependencies between case types, in the Child case
types section, enter a case type that users need to resolve
before the current case reaches its resolution.
In the Case wide actions section, define how users
interact with a case by providing a flow action:
In the Flow Action column, enter a flow
action.
In the Visibility column, define when a flow
actions starts by selecting a When rule, an expression, or an option to
always start the flow action.
Optional: To look for similar cases in the database so that you avoid creating duplicate
cases, in the Case match section, in the text field, enter
a rule name that evaluates conditions used for finding duplicate cases.
Click Save.
Creating case hierarchy on a case type rule form
Organize hierarchically your business processes by adding child case types
to your main, parent case type. Consequently, you define which additional actions users
need to resolve before your main process is complete. For greater flexibility and
efficiency, you can define conditions under which a child case type starts. When you use
a case type rule form to create case hierarchy, you can select advanced options and
perform additional configuration.
For example, you can supplement your parent
case type Review a job candidate with a child case type
Run a background check to provide more information about a
candidate who applies for a position in your organization. To make the process more
flexible, you can run a background check on some of the candidates, for example, when you
want to hire a manager.
In the navigation pane of Dev Studio, click Records.
Expand the Process category, and then click
Case Type.
In the list of case types instances, open the case type that you want to
edit.
On the Process tab, in the Child case
types section, in the text field, press the Down arrow key, and
then select a case type that you want to use in the case type hierarchy.
For example: Enter Run background check.
Optional: To define how case types in the hierarchy exchange data, click Data
propagation, and then define the sharing options for the
data:
In the Data Propagation dialog box, click
Add property values.
In the Propagate property value column, enter a
source property from the parent case type.
For example: Enter PhoneNumber.
In the To property value column, enter a
destination property in the child case type.
For example: Enter ContactNumber.
Result: At run time, your application populates the contact number in a
Run background check child case type
using a value that a user provides for a phone number in a
Review job candidate parent case
type.
Optional: To propagate values for more properties, repeat steps 5.a through 5.c.
Optional: To use a data transform to pass the values, select the Apply
data transform check box, and then, in the text field,
enter a data transform.
Click Submit.
Optional: To define when the child case starts, click the Disclose
icon, and then define case instantiation options:
Choices
Actions
Allow users to start a child case manually at run time
Select the Manual instantiation
check box.
Optional: To allow users to start the case only under certain
circumstances, in the Permitted When
field, enter a When rule that defines when a user can start
a child case.
For example: Select a When rule that allow users to start a
Run a background check
child case type only if a job candidate applies for a
manager position.
Start a child case automatically
Select the Automatic instantiation
check box.
Select whether a child case starts together with a parent
case or if a child case starts when a case fulfills the
dependencies.
Optional: If you configure a case type to start during a parent case
creation, to allow case instantiation only under certain
circumstances, in the Permitted When
field, enter a When rule that defines when the child case
starts.
For example: Select a When rule that starts a Run a
background check child case type only
when a job candidate has less than five years of work
experience.
Tip: You can select both manual and automatic start of a case type.
If the system cannot start a case type automatically, a user can start the
case manually. If you skip defining case instantiation options, the system
always starts the child case.
Optional: To define additional child case type settings, click the
Disclose icon, and then provide relevant
values:
To define how many instances of a child case the application can start
at run time, in the Max Instances field, enter an
integer.
Optional: To indicate that the parent case type cannot reach resolution before
the child case type is complete, select the
Required check box.
Optional: To add more child case types, click Add a row, and then
repeat steps 4 through 7.
Click Save.
Calculating properties in a case type
Save time and manage your case type resources efficiently by automatically
calculating aggregated properties. You can calculate a property by sourcing values from
other case types instead of asking users to provide values manually.
For
example, in an Insurance claim case type, you can calculate the
total insurance amount by adding the values for the insurance amount from
Vehicle damage and Bodily
injury child case types.
In the navigation pane of Dev Studio, click Records.
Expand the Process category, and then click
Case Type.
In the list of case type instances, select the case type that you want to
edit.
On the Calculations tab, in the Aggregate
properties, expand the Property to
calculate section.
In the Calculated property field, enter a destination
property that is a sum of other properties.
Select a single value property of an integer or decimal type.
For example: Enter TotalInsuranceAmount.
In the Case type column, select a case type that stores
a source property.
In the Property column, enter the source property that
you want to use to provide the value.
For example: Enter VehicleDamageAmount.
Optional: To add more properties, click Add property, and then
repeat steps 6 through 7.
For example: Add a BodilyInjuryAmount property.
Optional: To add more aggregated properties, click Add
calculation, and then repeat steps 5 through 7.
Click Save.
For example: The following figure shows a total insurance amount calculated by aggregating
vehicle damage and bodily injury amounts:Calculating aggregated properties
Configuring stages on a case type rule form
Provide advanced configurations for sets of actions in your business
processes by adding stages on a case type rule form. As a result, you can configure
multiple settings from a single screen. For example, you can define which optional
processes you want to enable for the case type, or what attachments users need to
provide in order for the case to enter a specific stage.
In a sample scenario
with a Review insurance claims case type, you can add primary
stages that represent collecting information, reviewing gathered data, and making a decision
about rejecting or approving a claim. Primary stages represent an expected path of a
business process. You can also add an alternate path to define actions that happen in a case
when an exception occurs. In the Review insurance claims case
type, for example, you can create an alternate stage that the case enters after rejection of
the claim.
Adding stages through a rule form is suitable for advanced
developers. If your use case does not require advanced configurations, populate your
case types by using the Case Designer tool, which helps you visualize your business
processes in a low-code way. For more information, see Stages in a case life cycle.
In the navigation pane of Dev Studio, click Records.
Expand the Process category, and then click
Case Type.
In the list of case type instances, select the case type that you want to
edit.
On the Stages tab, add a stage to your case type:
To add a primary stage, in the Primary Stages
section, click add primary stage, and then in the
text field, enter a stage name.
To add an alternate stage, in the Alternate Stages
section, click add alternate stage, and then in new
text field, enter a stage name.
Configure conditions for skipping a stage:
To ensure that a case always enters a stage, in the Skip
stage list, select Never.
To skip a stage by evaluating a When rule, in the Skip
stage list, select When Rule, and
then in the text field, enter a When rule name.
To skip a stage by using an expression, in the Skip
stage list, select Expression, and
then in the text field, enter an expression name.
Note: You can configure skip conditions for primary stages only. A case cannot
skip the last stage.
Configure case behavior when a stage is complete:
Choices
Actions
Move the case to the next stage
In the When all processes in this stage are
complete section, select Automatically move to
next stage.
Note: This option is available for primary stages only.
Allow users to perform optional actions before moving the case to
the next stage
In the When all processes in this stage are
complete section, select Wait for a user
action.
Resolve the case
In the When all processes in this stage are
complete section, select Resolve
the case.
In the Resolution status field,
enter a status that a case enters upon resolution.
For example: To display a successful resolution status, enter
Resolved-Completed.
Optional: To delete any work that remains after the case resolution,
select the Delete open assignments
check box.
Optional: To delete any dependent cases after the case reaches
resolution, select the Delete open
assignments check box.
Optional: To display a case progress status, in the Set case status on stage
entry field, define the status that a case acquires when
entering the next stage.
For example: To display a status for an insurance case that enters a stage of reviewing
gathered insurance data, enter Pending-Review.
Tip: You can reuse existing statuses or enter a new value.
Optional: To provide enough information to process a case, in the
Requirements section, define the requirements that the
case needs to meet before entering the next stage:
To validate data, in the Validation field, enter
validation that the case needs to pass before entering the next
stage.
To assign time frames to the stage and ensure that users resolve work in
a timely manner, in the Service level field, enter a
service-agreement rule.
To ensure that the case has at least one attachment before entering this
stage, in the Attachments required for stage entry
section, click Add required attachment, and then
select an attachment category.
For example: You can validate format of personal details that users provide or require a
document with an expertise of damage of insured goods.
In the Automatically launched processes section, define
processes that occur in the case without additional triggers:
Click Add process.
In the Process field, enter a process that you
want to run.
In the Start process list, define whether a
process runs always, when a When rule evaluates to true, or when an
expression evaluates to true.
In the Start Step list, define whether the
process runs after the previous step or upon a stage entry.
The first process in a stage always runs upon a stage entry.
Optional: To apply time frames for users to resolve the process, in the
Service level field, enter a name of a
service-level agreement rule that you want to use.
Optional: To add more processes, repeat steps 9.a through 9.e.
The Create stage has a default CreateForm_Default
automatically launched process. For more information about the Create stage, see
The Create stage.
For example: The following figure shows a sample configuration for a process that starts
after a When rule evaluates to true and that users need to resolve within a goal
and deadline defined by a service-level agreement rule:Configuring a process
Optional: To increase flexibility and provide additional processing in a case, add an
optional process:
In the Optional Processes section, click
Add process.
In the Process field, enter a name for the
process that you want to use.
In the Visible list, define whether a process
runs always, when a When rule evaluates to true, or when an expression
evaluates to true.
Optional: To add more processes, repeat steps 10.a through 10.c.
For example: You can add an optional process to review an insurance claim by a manager
if an insurance amount exceeds a specific value.
Optional: To allow users to perform out-of-sequence tasks that do not influence the main
events in the case, in the Optional actions section, add an
optional action:
Click Add action.
In the Local Action field, enter an action that
you want to use.
In the Visible list, define whether a process
always runs, when a When rule evaluates to true, or when an expression
evaluates to true.
Optional: To add more actions, repeat steps 11.a through 11.c.
For example: You can add an optional action responsible for updating the personal
details of a customer. If necessary, a customer service representative (CSR) can
update the details without interrupting the main case processing.
Click Save.
Categorizing attachments on a case type rule form
Organize the information and materials in your case types by creating
categories for attachments. When you use a case type rule form to create attachment
categories, you can access additional data about a category, such as a property that you
can later use to reference attachments by category.
For example, in a
Vehicle damage insurance claim case type, you can create an
attachment category for photos of vehicle damage that a customer service representative
(CSR) needs to examine when reviewing an insurance claim. You can then easily access
attachments in this category by referencing a relevant property. To meet your specific
business needs, you can also create multiple attachment categories for every case
type.
Categorizing attachments through a rule form is an option
suitable for advanced developers. You can also create attachment categories in Case
Designer, in the case type settings. For more information, see Categorizing case attachments.
In the navigation pane of Dev Studio, click Records.
Expand the Process category, and then click
Case Type.
On the Attachment Categories tab, click Add
attachment category.
In the Category column, provide a category name:
To reuse an existing category, press the Down arrow key, and then select
a category that you want to use.
To create a new category, enter a unique category name.
Result: The system autopopulates the description and property reference of the
category.
Optional: To change the category description, in the Description
column, enter some new text.
Optional: To ensure that a case contains at least one attachment in the attachment
category when a user submits the case, select the check box in the
Required for resolution column.
Optional: To change the name of the property, in the Property
reference column, click Rename, and then,
in the text box, enter a new name.
Optional: To add more attachment categories, repeat steps 3 through 7.
Click Save.
For example: The following figure shows an attachment category for photos that are required in a
case type to review vehicle damage insurance claims:Attachment category configuration
Defining purpose of a case type by creating specifications
Engage with your stakeholders and communicate goals that you want your case
type to achieve by creating specifications. Specifications represent actions that users
can perform by using your application so that all parties involved in the development
process have a common understanding of the purpose of your application.
For
example, for a Hiring a job candidate case type, you can create
specifications that describe the following actions:
HR worker can collect personal information from the candidate
Job candidate can upload documents
Hiring manager can accept the candidate
Before you begin: Create specifications that you want to associate with your
case type.
Associating specifications with case types is suitable for
advanced developers. To describe the purpose of your application in a low-code and more
user-friendly way, create features.
In the navigation pane of Dev Studio, click Records.
Expand the Process category, and then click
Case Type.
In the list of case type instances, open the case type that you want to
edit.
On the Specifications tab, click Click to
associate specifications.
In the Name column, press the Down arrow key, and then
select a specification that you want to associate with the case type.
Optional: To add more specifications, repeat steps 4 through 5.
