Set Up Claims Ticketing

Prepare for setup

After installing the Claims Ticketing add-on module, you need to set it up before using it with the Connected Claims Base application.

This guide walks you through the incorporation steps required to utilize the full functionality of the Claims Ticketing. Implementers are free to customize the security, display names, and other aspects of the application to best suit their needs.

System prerequisites

Before setting up the Claims Ticketing module with your Connected Claims Base application, ensure your environment meets the following requirements and dependencies:

• Appian platform running version 26.6 or greater.
• A supported version of MariaDB as a business data source.
  • Note: The instructions in this guide are for MariaDB databases. For use with other databases, modify the SQL script accordingly.
• A supported web browser.
• Imported Applications:
  • Connected Claims Management Base Application 2.0
  • CMGT Case Management Studio Base Application 2.0

    Note:  If you are upgrading from Connected Claims 1.2 to 2.0, you must first download, install, and import the Connected Claims Management Base Application 2.0 software package. Following that, you must download, install, and import the CMGT Case Management Studio Base Application 2.0 software package.

Before importing CMGT Case Management Base Application 2.0, ensure any installed add-ons meet the minimum version requirements. The required minimum versions for each add-on are:

Add-On Name	Minimum Version
Claim Chat AI	v1.2
Claim Coverage Verification AI	v1.1
Claim Creation via Email	v1.0
Survey Task Framework	v1.1
Category: Automobile	v1.1
Category: Home Owners	v1.1
Category: Life	v1.1
Category: Workers Comp	v1.1

Required incorporation

This section covers the essential configuration steps needed to integrate case management functionality with your Connected Claims environment.

The following steps are the bare minimum incorporation steps required to utilize the full functionality of the Claim Ticketing. Implementers are free to customize the security, display names, and other aspects of the application to best suit their needs.

To incorporate the add-on to the Appian Connected Claims Management Base Application, perform the following steps.

Add the CCM Internal Users group to CMGT Internal Users

This step gives Connected Claims internal users access to case management.

1. In the target environment, log in as the deployment user.
2. Navigate to the Appian Designer.
3. Navigate to CMGT Case Management Base application.
4. Search for and open the CMGT Internal Users group.
5. Click ADD MEMBERS.
6. In the group picker, select CCM Internal Users.
7. Click ADD.

Configure the Create Case form display wrapper

This step configures the form wrapper to handle case creation from claims.

1. In the target environment, log in as the deployment user.
2. Navigate to the Appian Designer.
3. Navigate to CMGT Case Management Base application.
4. Search for and open the CMGT_Case_CreateCase_FormDisplayWrapper interface rule.
5. Add an ri!relatedClaimCaseMaps(List of CCM_CT_RelatedClaimCaseMap) if it does not already exist.

6. Add the following code above the Control Panel intake form:

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   a!wizardStep(
     label: 'translation!{c89f9ab1-3c48-4591-97bf-e3b26481e8d4}CCM_CT_Translations.{b43e2264-89fc-4c29-a9c9-6f8b29f5fc8c}Relate Claim(s)',
     contents: rule!CCM_CT_SelectAndDisplayClaimDetails(
       relatedClaimCaseMaps: ri!relatedClaimCaseMaps
     )
   ),
   

   

7. Add the following code and save it into the Submit button:

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   if(
     a!isNotNullOrEmpty(ri!relatedClaimCaseMaps),
     a!save(
       ri!relatedClaimCaseMaps['recordType!{4d372aea-cf67-4b16-b38a-99040cc52710}CCM_CT_RelatedClaimCaseMap.fields.{aeedf85f-216b-408e-bbf9-788e2814833c}caseFriendlyId'],
       ri!case_processParameter['recordType!{d81cdd0e-c54d-4b8e-beec-b7ae37fefe7f}CMGT_Case.fields.{9da3d852-f62e-48aa-950f-103a146da7c0}friendlyId']
     ),
     {}
   )
   

   

Configure the Case record action

This step configures the record action for case creation.

1. Search for and open the CMGT_Case_RecordAction_Create interface rule.
2. Add an ri!relatedClaimCaseMaps(List of CCM_CT_RelatedClaimCaseMap) if it does not already exist.

3. Pass ri!relatedClaimCaseMaps as parameter to CMGT_Case_CreateCase_FormDisplayWrapper.

   

Configure the Submit Case process model

This step configures the process model to handle case submission with related claims.

1. Search for and open the Submit Case process model.
   1. Add pv!relatedClaimCaseMaps if it does not already exist:
      • Type: CCM_CT_RelatedClaimCaseMap
      • Parameter: Yes
      • Multiple: Yes

   2. Configure the newly created pv!relatedClaimCaseMaps to the relatedClaimCaseMaps: ri!relatedClaimCaseMaps of the start form.

      

   3. Open the Write Case Data node and select the Setup tab.
      1. Open the records input expression rule:

         • Configure the following code and save and publish the process model:

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           rule!CCM_CT_RelatedClaimCaseMap_SetMetaData(
             relatedClaimCaseMap: pv!relatedClaimCaseMaps,
             initiator: pp!initiator
           )
           

           

2. From the File menu, click Save & Publish.
3. Click OK if any parent process warnings appear.

Add the Claims column in Case record grid

This step adds a Claims column to the Case record grid for better visibility.

1. Navigate to the Appian Designer.
2. Navigate to CMGT Case Management Base application.
3. Search for and open the CMGT_Case_RecordGrid interface rule.

4. Configure the following code after the status column:

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   rule!CCM_CT_Case_RecordGridColumn_Claims(brandingMap:ri!brandingMap,context: ri!context),
   

   

Add the Update Related Claims action to the Case record

This step adds the ability to update related claims from a case record.

1. Navigate to the Appian Designer.
2. Navigate to CMGT Case Management Base application.
3. Search for and open the CMGT_Case record type.
4. Click the Actions tab.
5. Under Related Actions, select Configure New Action Manually.
6. Configure the Update Related Claims related action as shown:
   • Display Name: Update Related Claims
   • Key: updateRelatedClaims
   • Dialog Height: Full
   • Dialog Width: Full
   • Process Model: CCM_CT_Case_RelateToClaim

   • Context:

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     {
       caseFriendlyId: rv!record['recordType!{d81cdd0e-c54d-4b8e-beec-b7ae37fefe7f}CMGT_Case.fields.{9da3d852-f62e-48aa-950f-103a146da7c0}friendlyId'], /* Number (Integer) */
       relatedClaimCaseMaps: null /* List of CCM_CT_RelatedClaimCaseMap */
     }
     

7. Click DONE.

Configure the Claims tab in the Case summary

This step adds a Claims tab to the Case summary interface.

1. Navigate back to the Appian Designer.
2. Select the CMGT Case Management Base application.
3. Search for the CMGT_Case_RelatedContent interface rule.

4. Add the following local variable:

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   /*Get all related claim map*/
   local!allRelatedClaimsMap: rule!CCM_CT_GetRelatedClaimForRelatedContent(
     caseFriendlyId: ri!case['recordType!{d81cdd0e-c54d-4b8e-beec-b7ae37fefe7f}CMGT_Case.fields.{9da3d852-f62e-48aa-950f-103a146da7c0}friendlyId'],
     triggerRefresh: ri!triggerRefresh
   ),
   

   

5. Add the following code in the local!tabs after cases:

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   a!map(
     name: 'translation!{c89f9ab1-3c48-4591-97bf-e3b26481e8d4}CCM_CT_Translations.{ca9e1f8e-40b6-4208-8eb3-d77f6389a503}Claims',
     tabCount: local!allRelatedClaimsMap.totalCount,
     showTabCount: true()
   )
   

   

6. Add the following code in the actions parameter of a!recordActionField:

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   a!recordActionItem(
     action: <pick the newly add 'Update Related Claims' Action>
     identifier: ri!case['recordType!{d81cdd0e-c54d-4b8e-beec-b7ae37fefe7f}CMGT_Case.fields.{f4bdff4d-4087-4519-bf34-34a1139e5c3d}caseId']
   ),
   

   

7. Configure the following code in if statement:

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   local!activeTab = 2,
   rule!CCM_CT_Case_RelatedClaimSummary(
     brandingMap: ri!brandingMap,
     allRelatedClaimCaseMap: local!allRelatedClaimsMap
   ),
   

   

Add the Cases Site page in Connected Claims

This step adds the Cases page to the Connected Claims workspace.

1. Navigate back to the Appian Designer.
2. Select the Connected Claims Management Base application.
3. Search for and open the CCM_Site_Workspace site.
4. Add the Cases page by clicking ADD PAGE:
   • Title: Expression
     • In the expression rule select the Cases from the CCM_CT_Translations
   • Web Address Identifier: cases
   • Icon: comments
   • Type: Interface
   • Content: CCM_CT_SitePage_Cases
   • Width: Wide
   • Visibility: Always show

   

   

5. Click SAVE.

Add the Update Related Cases action and Create Case to the Claim record

This step adds case-related actions to claim records.

1. Navigate back to the Appian Designer.
2. Select the Connected Claims Management Base application.
3. Search for and open the CCM_Claim record type.
4. Select the Actions tab.
5. Under Related Actions, select Configure New Action Manually.
6. Configure the Update Related Cases related action as shown:
   • Display Name: Update Related Cases
     • In the expression rule select the Update Related Cases from the CCM_CT_Translations
   • Key: updateRelatedCases
   • Dialog Height: Full
   • Dialog Width: Full
   • Process Model: CCM_CT_CLAIM_RelateToCase

   • Context:

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     {
       claimId: rv!identifier,
       /* Number (Integer) */
       relatedClaimCaseMaps: null/* List of CCM_CT_RelatedClaimCaseMap */
     }
     

7. Click DONE.
8. Under Related Actions, select Configure New Action Manually.
9. Configure the Create Case related action as shown:
   • Display Name: Create Case
     • In the expression rule select the Create Case from the CCM_CT_Translations
   • Key: submitCase
   • Dialog Height: Full
   • Dialog Width: Full
   • Process Model: Submit Case

   • Context:

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     {
       case: null,/* CMGT_Case */
       data: null,/* Map */
       documentsToDelete: null,/* List of Document */
       relatedClaimCaseMaps: rule!CCM_CT_RelatedClaimCaseMap_Initialize(claimId: rv!identifier)/* List of CCM_CT_RelatedClaimCaseMap */
     }
     

10. Click DONE.
11. After configuring the Create Case related action go to the View tab and edit the Summary view.
12. In the Edit view, select the Create Case in the related actions shortcuts.

Configure Cases tab in the Claim summary

This section integrates case information into the claim summary interface.

1. Navigate back to Appian Designer.
2. Navigate to Connected Claims Management Base application.
3. Search for and open the CCM_Claim_RelatedContent interface rule.

4. Add the following local variable:

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   /*Get all related claim Case map*/
   local!allRelatedCaseMap: rule!CCM_CT_GetRelatedCasesForRelatedContent(
     claimId: ri!claim['recordType!{d81cdd0e-c54d-4b8e-beec-b7ae37fefe7f-ccm}CCM_Claim.fields.{f4bdff4d-4087-4519-bf34-34a1139e5c3d-ccm}claimId'],
     triggerRefresh: ri!triggerRefresh
   ),
   

   

5. Add the following code in the local!tabs:

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   rule!CCM_CT_CONF_RELATED_CASE_FOR_CLAIM(
     totalCount: local!allRelatedCaseMap.totalCount
   )
   

   

6. Add the following code in the actions parameter of a!recordActionField:

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   a!recordActionItem(
     action: <pick the newly add 'Update Related Cases' Action>
     identifier: ri!claim['recordType!{d81cdd0e-c54d-4b8e-beec-b7ae37fefe7f-ccm}CCM_Claim.fields.{f4bdff4d-4087-4519-bf34-34a1139e5c3d-ccm}claimId']
   )
   

   

7. Configure the following code in a!match:

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   equals: 2,
   then: rule!CCM_CT_Claim_RelatedCaseSummary(
     brandingMap: ri!brandingMap,
     allRelatedClaimCaseMap: local!allRelatedCaseMap
   )
   

   

Use the module after setup

After you set up the Claims Ticketing module, you can create and manage cases directly from claims, establish many-to-many relationships between claims and cases, and leverage integrated case management workflows within Connected Claims.

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