Working with Case Action Settings

Understanding Case Workflows

In general, Case workflows consist of a series of steps and actions. The actions that are available at each step of the workflow determine the next step (or status) in the workflow. With each action, the case can change its status to advance through the workflow.

Defining a Case workflow consists primarily of the following tasks:

Create case types, see the Managing Case Designer, for more information.
Define case statuses that represent steps in the workflow. For more information, see Adding New Case Statuses.
Define actions to be used in the workflow. For more information, see Configuring Case Action Data.

Note:
Define standard comments that is available in the workflow. For more information, see Configuring Standard Comment Data. When defining workflows, you specify individual actions or comments available at each step.

Adding New Case Statuses

You can add a new case status by following these steps:

Add an entry to the KDD_STATUS table, as follows:

insert into KDD_STATUS (STATUS_CD,CAN_NHRIT_FL,VIEWD_BY_OWNER_ACTVY_TYPE_CD,
VIEWD_RESULT_STATUS_CD,CLOSED_STATUS_FL,STATUS_NM) values
('CZZZ','N',null,null,'Y','Closed - Loss Recovered')

Add the appropriate record to the KDD_STATUS_TL database table as well for all the locale to be supported:

insert into KDD_STATUS_TL (V_LOCALE_CD,
          STATUS_CD, STATUS_NM, V_CREATED_BY, D_CREATED_DT,
        V_SOURCE_LOCALE)values ('en_US', 'CZZZ', 'Closed - Loss
          Recovered', null, null, 'en_US');

Add an entry to the KDD_CODE_SET_TRNLNtable, as follows:

insert into
          KDD_CODE_SET_TRNLN (CODE_SET, CODE_VAL, SRC_SYS_CD,CODE_DISP_TX) values
          ('CaseStatus', 'CZZZ',null, 'Closed - Loss Recovered')

Add the appropriate record to the KDD_CODE_SET_TRNLN_TL database table as well for all the locale to be supported.
```
insert into
        KDD_CODE_SET_TRNLN_TL (CODE_SET, CODE_VAL, V_LOCALE_CD, V_CREATED_BY, CODE_DISP_TX,
        D_CREATED_DT, V_SOURCE_LOCALE)values ('CaseStatus', 'CZZZ',
        'en_US', null, 'Closed - Loss Recovered', null, 'en_US');
```
Note:
Status is one of the masking parameter. Populate ‘Open’ status value as a parameter in AAI_MENU_B and cssms_start_page_- master. Here, we are passing parameter value as INV (code for the Investigation Status). If INV is a valid status code in the application, then do not change anything. In AAI_MENU_B, menu ID is ‘OFS_NGECM_SRCH’, and in cssms_start_page_master, start_page_id is ‘ECM’. The parameter will look like ‘&mSta- tus=INV’.

You can update KDD_STATUS.VIEWD_RESULT_STATUS_CD to OBS, if you do not want to display this status in application UI.

Configuring Case Status in CRR

To configure the case status in CRR, follow the below steps:

Add an entry to the KDD_STATUS table, as follows:

insert into KDD_STATUS (STATUS_CD,CAN_NHRIT_FL,VIEWD_BY_OWNER_ACTVY_-
          TYPE_CD,VIEWD_RESULT_STATUS_CD,CLOSED_STATUS_FL,STATUS_NM) values(‘CCASTR’,‘N’,null,null,’Y’‘Closed - CA STR
        Filed’)

Add the appropriate record to the KDD_STATUS_TL database table as well for all the locale to be supported.

insert into KDD_STATUS_TL (V_LOCALE_CD,
          STATUS_CD, STATUS_NM, V_CREATED_BY, D_CREATED_DT,
        V_SOURCE_LOCALE)values ('en_US', 'CCASTR', 'Closed - CA STR Filed', null, null,
          'en_US');

In Config schema, add an entry to the AAI_WF_STATUS_B table, as follows:
```
insert into AAI_WF_STATUS_B (V_STATUS_ID,V_APP_PACKAGE_ID) values
          (‘CCASTR’,‘OFS_NGECM’)
```
Here,
- Status ID (CCASTR) should be the same as provided in the KDD_STATUS table.
- The default package name is OFS_NGECM. Do not change this package name.
In Config schema, add an entry to the AAI_WF_STATUS_TLtable, as follows:
```
insert into AAI_WF_STATUS_TL
        (V_STATUS_ID, V_STATUS_NAME, V_STATUS_DESC,V_LOCALE_CODE, V_APP_PACKAGE_ID)
          values(‘CCASTR‘, ‘Closed - CA STR Filed’, ‘Closed
          - CA STR Filed’, ‘en_US’, ‘ OFS_NGECM’)
```
Here,
- Status ID (CCASTR) should be the same as provided in the KDD_STATUS table.
- Status Name (Closed - CA STR Filed) should be the same as provided in KDD_STATUS table
- The default package name is OFS_NGECM. Do not change this package name.

Restricting Case Status

If you need restriction in viewing the cases in a certain Status, then add the entry in KDD_ROLE_STATUS_MAP against Status code. After configuring this, you will be able to see only cases in that Status.

Masking for New Statuses

If you are adding a new status, then perform the following steps:

Execute the following query in the Config schema and update V_ATTRIBUTE_VALUE1. This query modifies V_ATTRIBUTE_VALUE1 to pick the new statuses.
```
SELECT t.*, t.rowid FROM AAI_AOM_APP_COMP_ATTR_MAPPING t where t.v_attr_code='mStatus';
```
Execute the following query in the Config schema and update V_ATTRIBUTE_VALUE1 to include the new statuses.
```
SELECT t.*, t.rowid FROM AAI_OJFF_MASKING_ATTR_VAL_MAP t;
```
Note:
You cannot include closed status everywhere. Investigator and Admin roles should not be mapped to the same users.
Execute the below query and update RULE_ATTRBT_VAL in table FCC_UI_RULE_CONF for RULE_ATTRBT = ‘mStatus’.
```
select t.*, t.rowid from fcc_ui_rule_conf t where t.rule_attrbt = 'mStatus'
```
For allowing linking of cases from the Relationship tab, you have to update KDD_STATUS_LINK- TYPE_MAP with the new statuses. Entries for open statuses and close statuses are different. The below query can be used as a reference for the same. For open statuses, refer entries for INV and for close statuses, refer entries for CCNSAR.
```
select t.*, t.rowid from kdd_status_linktype_map t where t.status_cd in
        ('INV','CCNSAR')
```
Restart the servers to verify the updates.

Configuring Case Action Data

This section defines how to configure case action. The configured actions will display in UI.

You can configure case actions as described in the following subsections:

Adding a New Action Category
Adding a New Action
Mapping New Action to User Role
Mapping the New Action to Status
Map the New Action to the Case Type

Note:

Sections Mapping New Action to User Role, Mapping the New Action to Status, Map the New Action to the Case Type applicable only for Non-status changing actions. Use PMF for Status changing actions. You can configure this Status changing actions using Attribute Builder in PMF. For more information, see the Configuring Processing Modelling Framework (PMF).

Adding a New Action Category

To add a new case action item, follow these steps:

Create a new action category by adding a new record in the KDD_ACTION_CAT_CD as follows:

insert into KDD_ACTION_CAT_CD
        (ACTION_CAT_CD,DISPL_NM,DISPL_ORDER_NB,MANTAS_ACTVY_CAT_FL) values
        ('REV','Research & Review',40, 'Y')

Add the appropriate record to the KDD_ACTION_CAT_CD_TL database table as well for all the locale to be supported.

insert into KDD_ACTION_CAT_CD_TL
        (V_LOCALE_CD, ACTION_CAT_CD, DISPL_NM, V_CREATED_BY, D_CREATED_DT,
        V_SOURCE_LOCALE)values ('en_US', 'REV', 'Research &
        Review', null, null, 'en_US');

Adding a New Action

To add a new record code, follow these steps:

Create a new action code by adding a new record in the KDD_ACTION table as follows:

insert into KDD_ACTION (ACTION_ID,
        ACTION_CATEGORY_CODE, ACTION_NM, ACTION_CD, ACTION_DESC, LAST_UPDATED_DT, LAST_UPDATED_BY,
        COMMENTS, ACTION_ORDER, REQ_CMMNT_FL, DFLT_DUE_DT_LM, REQ_REASN_FL, REQ_DUE_- DATE_FL,
        NEXT_REVIEW_STATUS_CD, REG_TYPE_CD, REQ_REASN_OWNER_FL, LAST_ASSIGN_REQ,
        RESOLUTION_ACTION_FL, EXPORT_DIR_REF) values (73,'REV', 'Reviewed with Account
        Manager', 'CA73A', 'Reviewed with Account Manager', null, null, null, 90, 'Y', null, 'N',
        'N', 'INV', null, 'N', 'N', null, , null)

Add the appropriate record to the KDD_ACTION_TL database table as well for all the locale to be supported.

insert into KDD_ACTION_TL
        (V_LOCALE_CD, ACTION_ID, ACTION_NM, ACTION_DESC, V_CREATED_BY, D_CREATED_DT,
        V_SOURCE_LOCALE)values ('en_US', 73, 'Reviewed with
        Account Manager', 'Reviewed with Account Manager', null, null,
      'en_US');

While adding a new action, the set of supplemental values to be associated with the action should be decided based on the following criteria:
- ACTION_CATEGORY_CODE- Category code that identifies the classification of an action. If you want to change the category of action, you need to change this column accordingly.
- ACTION_ORDER- Integer that represents the order in which action is performed by the system in the scenario of multiple actions take together. The larger the number the higher the precedence. This allows for multiple actions with differing resulting statuses to be taken at the same time and enforcing that the action with the highest action order will be the one to affect the resulting status. For example, action with resulting status Followup has action order 10. It is taken at the same time as action with the resulting status Closed that has action order 20. Both actions will be applied and visible in the Audit. But the resulting status will be Closed.
  The action order of client-created actions should be less than the action order of system-initiated actions for Re-assignment (CA202A) and Ownership Change (CA103S).
- NEXT_REVIEW_STATUS_CD- Resulting status code to be set when this action type is performed on an investigation record.
- REQ_REASN_FL- Indicator of whether this action type requires reassignment of an investigation record.
- REQ_DUE_DATE_FL- Indicator of whether this action type requires the user to enter a due date on a case.
  
  Note:
  Unless superseded by another action being taken on the investigation record that has a Closed status as the resulting status based on the lowest order precedence established in the Investigation Status table the provided due date will be applied on the investigation record.
- REQ_CMMNT_FL- Indicator of whether a comment, either the standard or free-text comment, is required for this action type.
- REQ_REASN_OWNER_FLIndicator of whether this action type requires reassignment of ownership of a case investigation record.
- LAST_ASSIGN_REQ - Used by the system to determine the last user who performed this action in the situation where this recommendation or escalation action is rejected and the case would need to be reassigned back to the last user who took the action. “Y” means that when this action appears on a case previous to a rejection action by another user the user who took this action would become the owner. “N” means this is not a recommendation for approval or escalation type action or is not an action that would be used by the system to determine reassignment.
- RESOLUTION_ACTION_FL - Indicator of whether this action is a resolutionaction.
  
  Note:
  If you are adding new actions, then start the action sequence number with a higher number like 30000. If any of the OOB actions not required, then change the category of that action to OBS. This is prevented that action to appear in the Search screens.

Mapping New Action to User Role

Create a new action Role mapping by adding a new record in the KDD_ROLE_ACTION_MAP table as follows: where the CASE_ROLE_ACTION_MAP_SEQ represents the next sequential number for a record in this table:
```
insert into KDD_ROLE_ACTION_MAP (CASE_ROLE_ACTION_MAP_SEQ, ROLE_CD, ACTION_CD) values
          (22, 'CMANALYST1', 'CA73A')
```
Each record in the Case Role to Action Map table represents the mapping between user roles and the actions that a particular user role is allowed to perform. Each Action can be mapped to multiple roles.

Note:
If you are adding new records, then start the CASE_ROLE_AC- TION_MAP_SEQ with a higher number like 30000.

Mapping the New Action to Status

Create a new action Role mapping by adding a new record in the KDD_STATUS_ACTION_MAP table as follows: where the CASE_STATUS_ACTION_MAP_SEQ represents the next sequential number for a record in this table:
```
insert into KDD_STATUS_ACTION_MAP (CASE_STATUS_ACTION_MAP_SEQ,STATUS_CD, ACTION_CD) values (26, 'RO', 'CA73A')
```
Each record in the Case Status to Action table captures the actions that will be available for a case based on the case's current status.

Note:
If you are adding new records, then start the CASE_STATUS_AC- TION_MAP_SEQ with a higher number like 30000.

Map the New Action to the Case Type

Create a new Case Type Action mapping by adding a new record in the KDD_CASETYPE_ACTION_MAP table as follows, where the CASE_CASETYPE_ACTION_MAP_SEQ represents the next sequential number for a record in this table:
```
insert into KDD_CASETYPE_ACTION_MAP (CASE_CASETYPE_ACTION_MAP_SEQ, ACTION_CD, CASE_TYPE_SUBTYPE_CD) values (80, 'CA73S', 'AML_SURV')
```
Note:
If you are adding new records, then start the CASE_CASE- TYPE_ACTION_MAP_SEQ with a higher number like 30000.
Records in the Case Type to Action table represent actions that are available for a case based on the case type combination of the case.

Configuring Standard Comment Data

When taking action on a case, you can configure the various types of Standard Comments based on Case Status and User Group. As a result, different Standard Comments can be displayed to different individuals at various stages of case ingestion. Action-related Standard Comments are based on Case Type, Status and Role. Evidence and Assignee-related Standard Comments are based on Case Type. Other language characters and special characters can also be added in the Standard Comments.

Note:

When taking an action, adding evidence, assigning a case or adding a comment, the standard comments displayed will be specific to that action. When taking a combination of any of those actions, a super set of the standard comments are displayed.
If you select to take a non-status changing action (For example, Set Due Date and Add Comment), Evidence-related comments are displayed.

Standard Comments on Take Action Page

Configuring Standard Comments and standard comment categories are similar to configuring them for the Case Actions pop-up. The comments are created in the KDD_CMMNTand KDD_CMMNT_TL tables, and the categories (SDCT) are in the KDD_CMMNT_CAT_CD table. Mapping of Standard Comment and Case Type is made by entering a record in the KDD_CASE_TYPE_CMMNTtable in Case Management schema.

For adding a new record in the KDD_CASE_TYPE_CMMNTtable, follow the script:

insert into KDD_CASE_TYPE_CMMNT (CASE_TYPE_CD, CMMNT_ID) values ('AML_SURV',
          8090);

Note:

In the KDD_CMMNT and KDD_CMMNT_TL tables, the range of cmmnt_id can be 200-1000 for customizations.

For filtering Standard Comments in Take Action dialog, a new table FCC_ENTITY_CMMNT_MAP has been created where you can configure and map Standard Comments based on Actions, Roles, and Status (V_ENTITY_TYPE). If the FCC_ENTITY_CMMNT_MAP table is empty, then Standard Comments will be filtered based on Case Type as before.

Sample Statement:

Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values ('ACTION','CA945S',9205)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values ('ACTION','CA307S',9204)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values
      ('ROLE','CMSUPRVISR',9999)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values
      ('ROLE','CMSUPRVISR',9205)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values
      ('ROLE','CMSUPRVISR',9204)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values
      ('ROLE','CMSUPRVISR',8105)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values
      ('ROLE','CMSUPRVISR',8107)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values
      ('ROLE','CMSUPRVISR',8102)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values
      ('ROLE','CMANALYST2',8105)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values ('STATUS','INV',9205)/Insert into FCC_ENTITY_CMMNT_MAP
        (V_ENTITY_TYPE,V_ENTITY_ID,V_CMMNT_ID) values ('STATUS','INV',9204)/

If any of the V_ENTITY_TYPE is not having any entry in the FCC_ENTITY_CMMNT_MAP table, then only the remaining V_ENTITY_TYPE is used for filtering. For example: If there's no configuration for ACTION, then comments is filtered based on Role, Status, and Case Type.

Standard Comments on Assignee Page

Add the entries in the KDD_CMMNT and KDD_CMMNT_TL tables in order to see the comments in the Assign section. The records must be inserted in these tables in order to see the entered comment in the UI.

In the KDD_CASE_TYPE_CMMNT table, map the entries for Assignee for AML_SURV Case Type. Since the Standard Comments of Assignee are based on Case Type, the mapping must be done in the table.

Sample Statement:

INSERT INTO
          KDD_CASE_TYPE_CMMNT(CASE_TYPE_CD,
          CMMNT_ID)VALUES('AML_SURV',
          53); INSERT INTO
        KDD_CMMNT(CMMNT_ID, EDIT_FL, CMMNT_TX,
          DISPL_ORDER_NB, CMMNT_CAT_CD)VALUES(53, 'N', 'Assign Standard cmnt1',
          40, 'ASCT'); INSERT INTO
          KDD_CMMNT_TL(CMMNT_ID, V_LOCALE_CD, CMMNT_TX,
          V_CREATED_BY, D_CREATED_DT, V_SOURCE_LOCALE)VALUES(53, 'en_US', 'Assign Standard
          cmnt1', NULL, NULL, 'en_US');

Standard Comments on Add Evidence Page

For the given comment category code (EVCT) , comment ID ,name of the comment must be configured in the KDD_CMMNT_CAT_CD table.

Add the entries in the KDD_CMMNT and KDD_CMMNT_TL tables in order to see the comments in the Add Evidence section. The records must be inserted in these tables in order to see the entered comment in the UI.

Sample Statement:

INSERT INTO
          KDD_CASE_TYPE_CMMNT(CASE_TYPE_CD,
          CMMNT_ID)VALUES('AML_SURV',
          52); INSERT INTO
        KDD_CMMNT(CMMNT_ID, EDIT_FL, CMMNT_TX,
          DISPL_ORDER_NB, CMMNT_CAT_CD)VALUES(52, 'N', 'Evidence Std cmnt', 40,
          'EVCT'); INSERT INTO
          KDD_CMMNT_TL(CMMNT_ID, V_LOCALE_CD, CMMNT_TX,
          V_CREATED_BY, D_CREATED_DT, V_SOURCE_LOCALE)
    VALUES(52, 'en_US', 'Evidence Standard cmnt1', NULL, NULL,
    'en_US');

In the KDD_CASE_TYPE_CMMNT table, map the entries for Add Evidence for AML_SURV Case Type. Since the Standard Comments of Add Evidence are based on Case Type, the mapping must be done in the table.

16.1 Working with Case Action Settings