A case can involve several complex processes running across a number of departments and utilizing multiple sources of information.

For example, processing an appeals case could consist of a wide range of documents / forms and numerous processes, for instances, registering an appeal, setting up a tribunal session, checking medical records, clearance of an appeal and others. These numerous business processes may all run independently of each other, yet they are all related to the one case.

A case process can in essence contain (i) a base case process which is used to support the overall case as well as (ii) several normal processes/fragments, all of which are effectively linked for collecting and sharing case specific information.

You can set up and use the following for a case map:

• Milestones or key target dates for the case, for instance, an appeal case must have a hearing date with 14 days of the initial registration date.

• Roles, for instance, Appeals Officer or Legal Representative, in other words the resources that will complete activities within a process such as the Appeals case fragment.

• Case variables, to store all of the information relevant to a particular case. For example all the information needed to process a case must be readily accessible and available to all fragments (including the normal business processes associated with a case).

  Note Milestones and roles can be set up and used by normal business process maps without utilizing the case management functionality.