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Setting Up My Cases

Introduction

After installing the My Cases module, you must set it up before using it with the Case Management Studio Base application. This guide walks you through the required setup steps, which include:

  1. Updating security and permissions.
  2. Updating the Case record.
  3. Updating the Create Case interface.
  4. Adding record actions.
  5. Adding the Submitter role.
  6. Applying email updates.

Step 1: Security and permission updates

The first step in setting up the My Cases module with your Case Management Studio Base application involves modifying group membership and setting up user permissions to allow external users to access My Cases.

Modify group membership

This step involves updating the CMGT All Users group to include the CMGT LA External Users group. This will allow authenticated external users access to My Cases.

To modify the CMGT All Users group:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open the CMGT All Users group.
  3. Click Add Members.
  4. Search for CMGT LA External Users in Groups to Add.

  5. Click Add.

    cms_my_cases_set_permissions

Set user permissions

Next, you must grant the External Users group access to the CMGT process models.

To modify user permissions:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.

  2. Click Create Package and name the package Grant External Users group access to CMGT Process Models.

    cms_my_cases_create_package

  3. Add the following process models to the package:
    • Submit Case
    • CMGT_Document_Create
    • CMGT_Entity_CreateUpdate
    • CMGT_Role_Add
    • CMGT_SUB_DocumentStorage
    • CMGT_SUB_OpenNextTasks
    • CMGT_SUB_SendEmail
    • CMGT_SUB_SetCaseFolderSecurity
    • CMGT_TasK_Complete_AutomatedTask_Wrapper
    • CMGT_Task_Create
  4. Open up the package and navigate to the Security Summary.

  5. Update the security for the CMGT LA External Users group to Viewers.

    cms_security_summary_dialog

Step 2: Update the Case record

After you set up user permissions, you must configure the Case record with the case views you want your users to see.

Add the Wrapper Summary interface

The steps in this section involve updating the Summary view of the CMGT_Case record type to enable authenticated users to view the Case Summary for their cases on the My Cases site. You will do this by adding the CMGT_LA_Case_RecordView_Summary_Wrapper interface to the CMGT_Case record type Summary view.

To add the CMGT_LA_Case_RecordView_Summary_Wrapper interface to the Case record summary:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open the CMGT_Case record type.
    1. Click Views.
    2. Click the Edit icon next to the Summary view.
      1. Replace the CMGT_Case_RecordView_Summary interface with the CMGT_LA_Case_RecordView_Summary_Wrapper interface.

      2. Pass in rv!record to the case parameter.

        cms_my_cases_case_record_summary_wrapper

Configure the External Messages view

Adding the CMGT_LA_Case_RecordView_Messages interface to the CMGT_Case record type Summary view enables authenticated users to view all messages and public comments about their case on the My Cases site.

To add the External Messages view to the CMGT_Case record:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open the CMGT_Case record type.
    1. Click Add View Manually.
      1. In the View Name code block, enter in the External Messages translation string from the CMGT_LA_Translations object.
      2. Select the CMGT_LA_Case_RecordView_Messages under the interface section.

        1. Pass in rv!identifier to the caseId parameter.

          cms_my_cases_case_record_external_messages_view

    2. Navigate to the Views and Actions Security tab within the record type.
      1. Click the Edit icon associated with the External Messages view.

        1. In the Who can see this view? section, select “Only users…” and add the CMGT Internal Users group to the Found in groups selection.

          cms_my_cases_record_external_messages_visibility

Step 3: Update the Create Case interface

This next step involves updating the Create Case interface by modifying object references, rules, display logic, and forms.

Update object rule references

In this step, you will update several object references that call the Portal Utility expression rule and replace it with the My Cases Utility expression rule:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. For each of the following objects, replace all references to the CMGT_UTIL_IsOnPortal expression rule with CMGT_LA_UTIL_IsLimitedAccessOrPortal:
    • CMGT_Document_Sub_UploadDocument
    • CMGT_Document_RecordAction_CaseUpload_SaveLogic
    • CMGT_Case_Sub_Create

Update case confirmation rule

In this step, you will update the expression rule that checks whether to display case confirmation with a new condition that enables authenticated users to see this confirmation on My Cases.

To update the expression rule:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open the CMGT_Create_Case_DisplayConfirmationScreen_Conditions expression rule.

    1. Add the following code block after the first condition in the expression rule:

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      ri!case['recordType!{d81cdd0e-c54d-4b8e-beec-b7ae37fefe7f}CMGT_Case.fields.{8a645dfc-516a-4ed4-8a22-858b04b67a2a}source'] = cons!CMGT_LA_TXT_SOURCE_APPIAN_LIMITED_USERS,

      cms_my_cases_CMGT_Create_Case_DisplayConfirmationScreen_Conditions

    2. Click SAVE CHANGES.

Update the Create Case form

In this step, you will add the Read Only Case Type field to the Create Case form.

To update the form:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open the CMGT_Case_Sub_Create interface.

    1. Add the following code block in the first then parameter of the a!match statement, right above the first a!sectionLayout():

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         rule!CMGT_LA_Sub_CreateCase_CaseType(
                   caseType: ri!case['recordType!{d81cdd0e-c54d-4b8e-beec-b7ae37fefe7f}CMGT_Case.relationships.{8beba714-f253-41d2-9232-e0c0f51bed2e}caseType']
                 ),

      cms_my_cases_CMGT_Case_Sub_Create

    2. Click SAVE CHANGES.

Update the Submit Case record forms

This step involves updating the Start and Confirmation forms in the Submit Case record to enable users to see the case creation record action and case creation confirmation on My Cases.

To update the Start and Confirmation forms:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open the Submit Case process model.
    1. From the File menu, select Properties….
      1. Select the Process Start Form tab.
        1. Replace the CMGT_Case_RecordAction_Create interface with the CMGT_LA_Case_RecordAction_Create_Wrapper interface.

        2. Pass in case for the case parameter and documentsToDelete for the documentsToDelete parameter.

          cms_my_cases_process_model_properties

      2. Click OK to confirm the changes.
  3. Still in the Submit Case process model, open the Case Confirmation node.
    1. Select the Forms tab.
      1. Replace the CMGT_Sub_CreateCase_Confirmation interface with the CMGT_LA_Sub_CreateCase_Confirmation_Wrapper interface.

      2. Pass in case for the case parameter and isCaseSubmissionSuccessful for the isCaseSubmissionSuccessful parameter.

        cms_my_cases_configure_case_confirmation

    2. Click OK to confirm the changes.
  4. From the File menu, click Save & Publish.

Step 4: Add the Update Message and Delete Message record actions

Next, you will add record actions to the CMGT_Comment record type to allow users to update and delete messages.

Add the Update Message record action

Follow the steps in this section to add the Update Message action to CMGT_Comment record type, update the record action security, and add the action to the appropriate interface.

To add the Update Message record action:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open the CMGT_Comment record type.
    1. Click Actions.
    2. In the Related Actions section, click CONFIGURE NEW ACTION MANUALLY.
      1. In the Display Name field, enter the Update Message translation string from the CMGT_LA_Translations object.
      2. In the Key field, enter updateMessage.
      3. In the Icon field, select pencil-square-o.
      4. Select Medium for Dialog Box Size.
      5. Select CMGT_LA_Message_CreateUpdate for the Process Model.

      6. Enter the following code block in the Context:

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           {
 comments: rule!CMGT_QR_GetComment(
 commentId: rv!identifier,
 includeUserTagsAndDocumentMaps: true,
 returnType: "SINGLE_OBJECT"
 )
}

        cms_edit_related_actions_update_message

      7. Click OK to confirm the changes.
  3. Click SAVE CHANGES.

Modify the Update Message record action security

Next, you will need to update the security on the Update Message record action.

To modify the action security:

  1. In the CMGT_Comment record type, go to the Views and Actions Security tab.
    1. Click the Actions tab.
      1. In the Related Actions section, click the Edit icon for the Update Message action.
        1. In the Who can see this view? section, select the Only users… radio button option.

        2. Select the createdBy field under the Found in fields dropdown.

          cms_edit_action_security_update_message

        3. Click OK to confirm the changes.
  2. Click SAVE CHANGES.

Add the Update Message record action to the Message Thread interface

Adding the Update Message record action to the Message Thread interface allows authenticated users to view and provide message updates on their created and claimed cases.

  1. Navigate back to the CMGT Add-On - My Cases Module application.
  2. Search for and open the CMGT_LA_Message_Sub_MessageThread_DisplayMessage interface.

    1. Add in the newly created Update Message related action within the existing a!recordActionField() as follows:

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         a!recordActionItem(
     action: 'recordType!{e57250b0-f216-4a23-afd9-39e7d532d302-cmgt}CMGT_Comment.actions.{dff1e723-214c-4e20-844a-34fdc02efec1}updateMessage',                identifier: ri!comment['recordType!{e57250b0-f216-4a23-afd9-39e7d532d302-cmgt}CMGT_Comment.fields.{2aed81c0-a799-4904-8f3b-b3792a9ee294-cmgt}commentId']
     ),

      cms_my_cases_CMGT_LA_Message_Sub_MessageThread_DisplayMessage_update

    2. Click SAVE CHANGES.

Add the Delete Message record action

Follow the steps in this section to add the Delete Message record action to the CMGT_Comment record type, configure security, and add the action to the appropriate interface.

To add the Delete Message record action:

  1. Navigate back to the CMGT Case Management Studio Base application.
  2. Search for and open the CMGT_Comment record type.
    1. Click Actions.
    2. In the Related Actions section, click CONFIGURE NEW ACTION MANUALLY.
      1. In the Display Name field, enter the Delete Message translation string from the CMGT_LA_Translations object.
      2. In the Key field, enter deleteMessage.
      3. In the Icon field, select trash.
      4. Select Small for Dialog Box Size.
      5. Select CMGT_LA_Message_Delete for the Process Model.

      6. Enter the following code block in the Context:

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            {
     comments: rule!CMGT_QR_GetComment(
     commentId: rv!identifier,
     includeUserTagsAndDocumentMaps: true
     )
    }

        cms_edit_related_actions_message_delete

      7. Click OK to confirm the changes.
    3. Click SAVE CHANGES.

Modify the Delete Message record action security

In this section, you will update the user security on the Delete Message record action.

  1. In the CMGT_Comment record type, navigate to the Views and Actions Security tab.
    1. Click the Actions tab.
    2. In the Related Actions section, click the Edit icon for the Delete Message action.
      1. In the Who can see this view? section, select the Only users… radio button option.

      2. Select the createdBy field under the Found in fields dropdown.

        cms_edit_action_security_delete_comment

      3. Click OK to confirm the changes.
  2. Click SAVE CHANGES.

Add the Delete Message record action to the Message Thread interface

In this section, you will add the Delete Message record action to the Message Thread interface.

To add the Delete Message record action:

  1. Navigate back to the CMGT Add-On - My Cases Module application.
  2. Search for and open the CMGT_LA_Message_Sub_MessageThread_DisplayMessage interface.

    1. Add in the newly created Delete Message related action within the existing a!recordActionField() under the Update Message action as follows:

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       a!recordActionItem(
 action: 'recordType!{e57250b0-f216-4a23-afd9-39e7d532d302-cmgt}CMGT_Comment.actions.{4801d2e7-2924-4086-b501-6ab6a212794a}deleteMessage',
 identifier: ri!comment['recordType!{e57250b0-f216-4a23-afd9-39e7d532d302-cmgt}CMGT_Comment.fields.{2aed81c0-a799-4904-8f3b-b3792a9ee294-cmgt}commentId']
 )

      cms_my_cases_CMGT_LA_Message_Sub_MessageThread_DisplayMessage_delete

    2. Click SAVE CHANGES.

Update the case event history

The final step in this section involves updating the expression rule that formats the case event history to include message events:

To update the case event history:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open CMGT_EventHistory_Case_FormatDetails expression rule.

    1. Add the following code block above the default: local!details.value condition in the a!match():

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          whenTrue: contains(
      {
        cons!CMGT_LA_REFID_EVENT_TYPE_CASE_CREATE_MESSAGE,
        cons!CMGT_LA_REFID_EVENT_TYPE_CASE_UPDATE_MESSAGE,
        cons!CMGT_LA_REFID_EVENT_TYPE_CASE_REPLY_TO_MESSAGE,
        cons!CMGT_LA_REFID_EVENT_TYPE_CASE_DELETE_MESSAGE
      },
      fv!value
    ),
    then: concat(
      'translation!{d0339ad7-e175-458f-9219-ed1620be6e1d}CMGT_LA_Translations.{48b61db9-42d4-44e5-988d-8ac713130a6c}Message: {value}'(
   'translation!{d0339ad7-e175-458f-9219-ed1620be6e1d}CMGT_LA_Translations.{48b61db9-42d4-44e5-988d-8ac713130a6c}Message: {value}.translationvariables.{26bedc4f-aa52-4263-b7f2-7bdfc9a2c3de}value': rule!CMGT_UTIL_StripHtmlTags(
          value: local!details.commentText,
          isFormatted: true
        )
      ),
      if(
        rule!CMGT_UTIL_IsBlank(
          local!details.taggedUsers
        ),
        "",
        concat(
          char(
            10
          ),
          'translation!{765a2893-6d2c-4330-8d7a-ac85f4a6f417}CMGT_BaseTranslations.{1989f3c9-20e5-4be9-822b-7b1dc48f424b}Tagged users: {value}'(
            'translation!{765a2893-6d2c-4330-8d7a-ac85f4a6f417}CMGT_BaseTranslations.{1989f3c9-20e5-4be9-822b-7b1dc48f424b}Tagged users: {value}.translationvariables.{0ceb2d10-7e2a-44f9-919d-e51150bb29d3}value': joinarray(
              a!forEach(
                items: local!details.taggedUsers,
                expression: rule!CMGT_UTIL_DisplayUserFullName(
                  username: fv!item
                )
              ),
              ", "
            )
          )
        )
      ),
      if(
        rule!CMGT_UTIL_IsBlank(
          local!details.documents
        ),
        "",
        concat(
          char(
            10
          ),
          'translation!{765a2893-6d2c-4330-8d7a-ac85f4a6f417}CMGT_BaseTranslations.{c0d05eca-625c-4aba-afba-fda052e49cb2}Linked documents: {value}'(
            'translation!{765a2893-6d2c-4330-8d7a-ac85f4a6f417}CMGT_BaseTranslations.{c0d05eca-625c-4aba-afba-fda052e49cb2}Linked documents: {value}.translationvariables.{7299566d-8206-4962-bb5e-71475e411afb}value': joinarray(
              a!forEach(
                items: local!details.documents,
                expression: fv!item
              ),
              ", "
            )
          )
        )
      )
    ),

      cms_update_event_history_expression_rule

  3. Click SAVE CHANGES.

Step 5: Add the submitter role

Next, you will add the Submitter role to the rules, audit history, and events.

Add Submitter Role during Case Creation

In this step, you will add the submitter role to the case creation process by updating the Case Creation expression rule.

To update the Case Creation expression rule:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open CMGT_Role_CreateCase_CreateRoles_Wrapper expression rule.

    1. Add the following code block after the first item in the square brackets {}:

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      rule!CMGT_LA_Role_CreateCase_Submitter(
  case: ri!case,
  initiator: ri!initiator
),

      cms_my_cases_CMGT_Role_CreateCase_CreateRoles_Wrapper

  3. Click SAVE CHANGES.

Update Audit History to include the Submitter Role event

Next, you will need to add the Submitter role event to the Audit History by updating the Case Event History expression rule.

To update the Event History expression rule:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open CMGT_EventHistory_Case_FormatDetails expression rule.

    1. Add the following code block within the second whenTrue clause of the a!match():

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      cons!CMGT_LA_REFID_EVENT_TYPE_CASE_ADD_SUBMITTER

      cms_my_cases_CMGT_EventHistory_Case_FormatDetails

  3. Click SAVE CHANGES.

Update Events to include ‘Submitter Role’ Event

In this step, you will update the Events expression rule to include the Submitter Role.

To add the Submitter role event to Events:

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open CMGT_Role_SetEvents expression rule.

    1. Add the following code block after the last then clause and before the default clause in the nested a!match():

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      equals: cons!CMGT_LA_REFID_ROLE_TYPE_SUBMITTER,
then: cons!CMGT_LA_REFID_EVENT_TYPE_CASE_ADD_SUBMITTER,

      cms_my_cases_CMGT_Role_SetEvents

  3. Click SAVE CHANGES.

Step 6: Applying email updates

Finally, you must update the External Messages URL Stub constant for emails.

  1. In Appian Designer, go to the CMGT Case Management Studio Base application.
  2. Search for and open the CMGT_Case record type.
    1. Navigate to the Views tab.
      1. Copy the URL stub for the External Messages view.
  3. Navigate back to Appian Designer and go to the CMGT Add-On - My Cases Module application.
  4. Search for and open the CMGT_LA_TXT_URL_STUB_CASE_RECORD_MESSAGES_TAB constant.
    1. Paste the copied URL stub in for the value of the constant.
    2. Click SAVE.

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