Category: (2) TAM Application Type
Application Identifier: 5.17.4
Maturity Level: 4
The Case Tracking & Management application handles the cases based on the definition and configuration established via the Case Definition and Configuration application. The Case Tracking & Management application creates and manages case worklists and oversees the transfer (dispatch or assignment) of the case to appropriate internal applications or work groups, as well as affiliates or partners& tracks the case until closed and notifies appropriate parties or applications when the case has been closed/completed.
The Case Tracking & Management application handles the cases based on the definition and configuration established via the Case Definition and Configuration application. The Case Tracking & Management application performs the following:
• Oversees the transfer (dispatch or assignment) of the case to appropriate internal applications or work groups, as well as affiliates or partners.
• Tracks the case until closed.
• Provides status on the overall case.
• Raises jeopardies on the case as appropriate if specified dates and milestones are not met.
• Escalates jeopardies to appropriate management levels.
• Creates and manages case worklists. This can include the need to contact the customer to inform them of a change in the case.
• Updates the state of a case as defined by Case Definition and Configuration.
• Sequences the various steps of the case if required.
• Notifies appropriate parties or applications when the case has been closed/completed.
Real time query as well as publish/subscribe mechanisms must also be provided as part of the above capabilities.