Article History (Deprecated)

Building a Dynamic Case Management Application

v5 - 16 Aug 2013 (published 23 Aug)

• Modified to reflect reorganized menus.
• Additions and revisions to material on defining Service Level Objectives, to correspond with DCM app procedures.

v4 - Aug 2013:

• Simplify the discussion to focus on building a Dynamic Case Management app, with a short survey of other options
• Add links to reference information in the support wiki in each major section
• p.9: Point out that the application name can be changed at will--for an installed app, as well as one you build
• p. 66: Instructions for packaging the application

v3 - July 2013:

• p.4: Illustrate scope of opportunities in the intro
• p.11: Description of the design approach, and why
• p.13: Prerequisites for building the app
• p.13: Description of the different development approaches
• p.16: Next Steps – what to do next, depending on the development approach
• p.21: Creating a new DCM app
• pp. 38-45: Improve organization of process-construction information
• p. 72: Highlight additional development tools

v2 - 6/18/2013:

• Improve instructions for process models and add-record rule action.

v1 - 6/13/2013:

• Explanation of rule processing, improved testing instructions.

Customizing ServiceDesk

v1 - Aug 2013:

• Overview of ServiceDesk features
• Changing the application name and object names
• Customizing the Service Portal, with Community and Knowledge Base options