Oracle released Adaptive Case Management (ACM) in 2013 as part of the
BPM stack. One of the functionality we needed in a project recently,
was the handling of deadlines in the context of a case. There is
(currently) no out-of-the-box solution to, for example, escalate or
reassign a case when a specific deadline has expired. In this blog we
describe how this functionality can be created with the out-of-the-box
functionality of Oracle Case Management.
Dealing with deadlines
Consider
the situation that a case needs to be automatically transferred from an
employee to a supervisor after 24 hours and from the supervisor to the
manager after 48 hours. Of course, when a case is closed while the
deadline has not expired yet, the timer keeping track of the deadline
should be terminated.
A
solution to this use case would be to implement an interaction between
thet case manager and a dedicated timer process as depicted in Figure 1.
In this figure the Case Manager initiates the timer process. When the
timer expires (e.g. the first 24 hours), the data associations are
updated and an internal case event is thrown to give control back to the
case manager. The case manager analyses the incoming data, performs
some tasks and eventually re-launches the timer process to wait for the
next 24 hours.
Figure 1: Timers expires after 24 hours after which a new deadline check is started
The
other scenario is depicted in Figure 2. Here the timer process is
stopped by the case because the case has ended before the deadlines
expires. Read the complete article here.
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