Overview

The case tracker generates a PIN that allows an external user to log into ProcessMaker and review the progress of a given case. The external user can check:

  • Where the case is. (Completed tasks, pending tasks, tasks not executed and tasks in progress)
  • A summary of the task progress and information related to the specific case.
  • Case History.
  • Message History.

Note: The Case Tracker has not been significantly changed since version 2.x, aside from some stylistic changes. For more information, see the documentation from version 2.X.

Defining Case Tracker Information

Open the process that will be tracked by an external user. In the main toolbox, locate the Case Tracker button and click on it to open a new window.

In this new window, several options will appear. As shown in the image below, the case tracker defines what kind of information the external user is able to review. The external user can see either the whole process map or only defined stages in the process. Likewise, the external user can have access to the routing history or message history, or both.

Case Tracker Properties

In the case tracker window, the user can set the following options:

  • Processmap: Shows the information about pending/not executed tasks, completed tasks, and tasks in progress. Users can track information about where the case is and about case forms and documents.
  • Routing History: Lets the user see where the case is and the routing history- the tasks and sub-processes that have been completed and who worked on them.
  • Messages: Shows the messages that were sent during the execution of the case.

Note: Defining a Process Map is not yet supported for this version. Also, it is not a good idea to allow external users to see all the tasks and sub-processes in the process, since it might reveal sensitive information. This option allows the process designer to define a set of stages that groups together tasks and sub-processes in the process. When the external user views the case through the Case Tracker, it will display a map of stages, so that external users can only see the name of the stages that have been completed and are pending, but still get some idea about the progress of the case.

Case Tracker Objects

It is possible to define which process objects can be tracked by the external user in the case tracker. As seen in the image below, two lists are available are at hand:

  • Available Objects: A list of the elements that will be grouped under Dynaforms and Input Documents.

    Warning: The Case Tracker functionality does not support Output Documents and External Steps as assigned objects. This is a known issue that will be fixed in upcoming ProcessMaker versions.

  • Assigned Objects: A list of the objects chosen by the user that can be seen by an external user through the Case Tracker.

To assign an object, select it from the list of available objects on the left. Then drag & drop it into the list on the right of the available objects.

When a form has already been designated as an assigned object, a new option named Condition becomes available.

This option adds a condition to the assigned option. This condition may allow the user to wait until a particular condition occurs.

Finally, click the Save button to save all changes made, or click on Cancel to discard any configuration made inside the Case Tracker window.

Case Tracker Example

First, create a process where a Dynaform that obtains information about the client will be assigned to the first task. In this example, the process "Credit Card Application" will be used. The Dynaform "Credit Application Form" will be assigned to the second task. The image below shows the process.

Go to the Case Tracker, and a new modal window will open where the user can choose if they want to view the Process Map, Routing History or Messages. In the Available Objects list, drag the "Credit Application Form" Dynaform to the assigned objects and click on Save.

Save the process and exit. Go to the process and right click on it to enable the debug mode. This will allow external users to see what is happening with the case.

Log out and initiate a new session as an employee assigned to the case, go to Home, then New Case and start the "Credit Card Application" process. The image below shows the Dynaform filled in with the information required from the client. After it is filled in, it must be submitted to be passed on to the next task.

After clicking on Submit, information about the recently created Dynaform is displayed on the right side of the screen. In this panel, the PIN of the new case will be displayed, which in this case is "3LJ8".

Now, access the Case Tracker with the case number and the PIN. For this, the last part of the URL must be changed, like:

http://{pm-server}/sys{workspace}/en/neoclassic/tracker/login

The case tracker site will appear, where the case number (16) and the PIN (3LJ8) are needed to log in.

In this new site, the user can find four options in the top menu. The first one, My Case Status, displays where the case is in the process. The color codes of each status (Task in Progress, Completed Task, Pending Task/Not Executed and Parallel Task) are defined in the small window in the upper right corner. This is important information for the user, because here they can see if there are any problems with the case.

The second tab lists all the forms and documents filled in. In the My Case Forms and Documents panel, the user can click on View to see the documentation filled in for their particular case.

The third tab, My Case History, shows everything done with the case so far. Here specifically, the user can view the tasks completed.

Finally, the My Message History panel allows the user to see the messages passed between processes and messages sent to the user. Also, this tab lists the dates of each task and the time it took for a task to finish.