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 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.
This was created from the Frameworx 16.5 Model