The landscape of enterprise processes has changed drastically. A process can be predictable or unpredictable, data-intensive or process-intensive, and structured or unstructured. The business process vista has changed from predetermined steps to unknown events; today, businesses demand a higher degree of agility, which needs to coexist with the unknowns and unpredictable factors. Business processes now need to include knowledge workers, customers, and various sets of case participants to collaborate in the decision-making. Often, an ad hoc inclusion of knowledge workers is required as the processes experience unknown contents and events. Hence, a solution is required to model the patterns of work which are complex, unpredictable, unstructured, unknown, and those which require a higher degree of collaboration, complex decision-making, dynamism, and so on.

Case management is a framework that enables you to build case management applications. Case management...