The Business Process Environment

Transcription

1 The Business Process Environment Flexible, Sensible Process Empowerment EMCONEX TECHNICAL BRIEF Richer Systems Group, Inc. February 2012 IDE Script Writer Alert System Audit Tracking Content Manager

2 TABLE OF CONTENTS Overview... 3 Architecture - Integrated Software Environment... 4 Emconex Server Software... 4 Emconex Development Tools... 4 Emconex Administrator Tool... 4 Emconex User Client... 4 Personal Queue... 5 Architecture Components... 5 Emconex Services... 5 Scalability... 6 Support... 6 Maintenance... 7 Implementation... 7 Training... 8 Performance Statistics... 8 Security and Encryption... 8 EMCONEX Pricing Structure For License & Service Fees... 9 EMCONEX Personal Queues... 9 EMCONEX Maintenance, Support & Documentation... 9 Additional Fees... 9 Appendix I Emconex Architecture Appendix II Support and Enhancement Process Appendix III Phases of Implementation Summary EMCONEX TECHNICAL BRIEF 2

3 OVERVIEW Emconex is a patented Business Process Environment that includes a Rules Engine, Middleware, Work Flow Mapping, User Interface, Change Management, and Version Control packaged in one application. Emconex will sit on top of existing systems, allowing you to easily push and pull data from multiple databases and services, all within its unique environment. There is no need to marry software rules engines, middleware, and work flow processors from different providers or to engage other user interfaces or applications of existing software to obtain data elements needed to create a business process. Emconex is an efficient tool designed to bridge legacy applications with many other applications in a time- and cost-effective model while providing a flexible environment for continuous improvement and change management. Emconex provides a developer toolset to facilitate rapid creation of panels that allow Emconex to directly access any JDBC-compliant data source of a legacy system, bypassing the existing user interface and application, or to access any web service. Developers only need to know the file layout and data elements within the existing data files and be proficient in Java and SQL. With the use of our scripting language tool, business process modelers will be able to develop business processes from concept to deliverable in a much shorter time frame than experienced with traditional process development techniques. EMCONEX TECHNICAL BRIEF 3

4 ARCHITECTURE - INTEGRATED SOFTWARE ENVIRONMENT Emconex Server The Emconex Server provides the central control for delivery of panels and data, manages the queues, and processes the client requests across all Emconex-based application modules. Java is required on the server. Emconex Development Tools Panel, Query & Search Builder software uses an Eclipse plug-in to create data field views, and push data to and pull data from underlying databases into the workflow script. Script Writer software is installed on a PC workstation that has Java installed, and provides the ability to create, edit, and review the specific workflow using a graphical editor that generates the scripts used by the application modules. Emconex Administrator Tool Administrator Client software is a special type of user client that is installed on a PC workstation that has Java installed. An Administrator Client has the authority to create user IDs and Personal Queues, define users, roles, distribution queues, modifications, escalation hierarchy, permissions, and event types. There is no limit to the number of different roles that can be created and defined. When a user is assigned to a specific role or multiple roles, that user automatically inherits the permissions of the roles. There are no special technical requirements to handle the administrative functionality of Emconex. An Emconex Administrator can also define business processes by creating and modifying workflow scripts. Script building requires training, and should be done by someone possessing a technical aptitude; however, a developer is not required. Emconex User Client User Client software is installed on a PC workstation that has Java installed, and manages the user s participation in his or her Personal Queue, event requests, panel display, event searching & filtering, and script execution. EMCONEX TECHNICAL BRIEF 4

5 Personal Queue A Personal Queue is identified with an individual user (through a user ID and password). The user participates through the Personal Queue in the functionality of one or more application modules, and is provided access to a variety of panels (which represent the application interface), in a specific order (which represents the workflow), according to the roles and responsibilities defined by the Emconex scripts and authorized by the Emconex Administrator. Architecture Components Emconex is a business process application container; it provides the environment to support data-driven, domain independent, network enabled applications. Emconex is a Java-based client/server application. Messages from the server to the client are handled using long polling. Emconex applications may connect to any JDBC-compliant data source, or to a web service. The details of the connection, and the methods required to support the connection, are provided by the application. Emconex retains state about events in its own database. This database may be any JDBCcompliant database. Each Emconex application may have any number of application servlets defined. The servlets may perform any actions required by the application. Emconex Services Modification Broadcaster. Emconex users may be authorized to view each other s event details. The modification broadcaster service updates each client with the appropriate changes as users modify their events. Distribution Service. Emconex events may be placed in distribution queues, such that the events are issued to individuals as per the queue s distribution algorithm. This is managed by the distribution service. Notification Service. When an event is not addressed within the appropriate suspension interval, notifications are issued to users based on a notification graph. Escalation Service. When an event has not progressed through user-defined milestones within the allotted time, an escalation event is issued by this service. Mobile Broadcaster. Updates sent to the Emconex client may also be sent in summary form to an or SMS. The user may control when this mobile notification is issued. Mail Service. Emconex contains an action, in which events may issue s or SMS through this service. Events Servlet. This service functions as a RESTFul web service to the event table, allowing new events to be created from outside processes, and event details to be queried. The Emconex iphone application uses this service to interact with Emconex remotely. EMCONEX TECHNICAL BRIEF 5

6 Promotion Service. The workflow is defined using the Emconex Script Writer. The promotion service is used to promote modified events between Emconex environments. This ensures that all related artifacts are promoted with the script. The Emconex server supports one or more applications implementing the Emconex APIs (Emconex Assemblies). This is a very flexible framework. Most of the services required to support the feature set of Emconex itself have been developed as Emconex applications, so one of the applications running within Emconex is Emconex itself. Communication between the client and the server is over HTTP(S). Messages from the server to the client are queued on the server and sent to the client when the client requests them. The key components are shown in the Figure in Appendix I. Scalability Emconex may reside on a Linux server; however, Emconex servers can scale in one of, or a combination of, two scenarios. Emconex servers can be scaled by implementing them on scalable hardware such as IBM Power 7 servers. These servers can grow from 1 to 256 processors, thus allowing the Emconex server to handle any workload. The second way is to deploy the Emconex servers over multiple small hardware servers, such as x86 blade servers, and the workload will distribute itself across the many blades. This can also be done in a combination of the above two approaches. Emconex is also scaled based on the number of named user queue licenses purchased. Emconex can handle an unlimited number of concurrent transactions and can access client data when granted appropriate access. Support Help desk support is available on a 24x7 basis. It is delivered through a toll-free line available throughout North America, as well as through and secure web access. The help desk is staffed starting at 8:30 CST through to 6:00 CST, Monday through Friday. The help desk phone line is answered by a pager during 'off' hours. The pager is with an RSG customer service team member who will return calls. If a call relates to an error or problem which materially curtails the user s use of the software or otherwise has a material impact on the user s day-to-day business (a "high severity call"), then (RSG) will respond to such a call within 30 minutes of receipt of such call (at any time of day) and will work diligently, escalating attention as reasonably necessary, to resolve the problem. There are currently 5 help desk team members, 4 implementation team members, and 7 developers who assist on the help desk. EMCONEX TECHNICAL BRIEF 6

7 RSG maintains a support call tracking function that classifies all support calls coming into the help desk based on their impact on the use of the software and on the user s business. Calls less than high severity are monitored on a daily basis, and, as call resolution is extended, the call is expedited to a higher level of response as may be reasonably necessary to achieve a response to the problem. Calls are also routed between level 1 and level 2 support. Level 1 support is provided for a technical (and/or operational) issue and level 2 support is provided for a development issue. RSG integrates the help desk with technical, operational, and developer support to ensure quick and accurate responses to the user s issues. A custom-designed system ties together RSG departments and manages support calls, customer logs, customer web tracking, customer contact information, source control, and version control and upgrade packaging. RSG maintains secure web access for the user so that logged calls, escalation status, and resolutions can be viewed by the user. Views of outstanding calls as well as a history of all calls are also available to the user. RSG supports three previous major release versions. Typically, releases fall off the end of the three-release cycle between 2 and 3 years. The approximate time between releases is generally 6-12 months, with point releases distributed as they are available. Additional training and development services can be contracted with RSG at any time by request. The support and enhancement process is shown in Appendix II. Maintenance Maintenance fees are included with the purchase of annual active queue licenses. As long as active queues are purchased each year, annual maintenance services will remain in effect. PTF release documents, describing fixes and enhancements and with screen displays throughout, are created in a PDF electronic format and distributed to all users. Implementation Each implementation is customized to the customer s unique integration requirements. Emconex is designed to operate over multiple databases and multiple computer systems. A customized implementation plan is created, based on the scope of the project, by the RSG project manager. Each step is defined with the responsible RSG and client personnel. The target go-live date is established, and the project manager will manage the progress and notify appropriate client management if the project is delayed for any reason. Escalation hierarchy will be defined during the project plan creation. A detailed project plan will be created in conjunction with the client s staff based on the scope of the project. The client will be assigned a project manager before and during the installation. Various other RSG personnel will be involved in training and development. Staffing requirements will be determined once the scope of a project is defined. We will work on-site with client staff members to train end users, if required, and work with technical employees in Emconex development projects. We will also use web-based training when applicable. EMCONEX TECHNICAL BRIEF 7

8 We will make recommendations about client level technical resources required after the scope of the project is defined. A summary example of a phased implementation is shown in Appendix III. Training A customized end-user training schedule will be completed with the input of our client s staff based on the scope of the project. We currently have 2 training guides, the Emconex Client Training, and the Emconex Administration Training that are included with the purchase of user queues. These training guides are provided electronically in a PDF file. Guides can be electronically distributed internally at the discretion of our client. Customized technical training is based on an agreement between RSG and our client s staff and will consist of a combination of on-site and/or web-based training. The following resources will be utilized: Platform User s Guide Emconex Developer s Guide Eclipse Installation Guide OSGi Service Platform Core Specifications Release 4.2 OSGi Service Platform Service Compendium Release 4.2 Performance Statistics All Emconex transactions are stored for key performance indicators or process improvement review. Emconex captures performance statistics for each component involved in a script. The performance statistics captured include the application logic (the queries, panels, searches written by Emconex application developers) and are not a direct measurement of just the Emconex container. We have not mined that data in a publishable form to date. The Emconex server-to-client connection provides for a continuous state of connection polling, and the server will bring a client back to its last point of completion upon the detection of a disconnect/reconnect situation. The servers can also be configured in a hot swap arrangement because the state of the connection is maintained in the server database and new hardware is put in place as needed. We have monitoring tools to check on the behavior of the server components. Security and Encryption System authentication can incorporate numerous security protocols such as Kerberos, LDAP, or other user authentication systems, including Emconex security authentication. Once authenticated, internal user security is handled within Emconex. Security of a Personal Queue is identified with an individual user (through a user ID and password). EMCONEX TECHNICAL BRIEF 8

9 EMCONEX Pricing Structure For License & Service Fees EMCONEX Personal Queues The participation of a user in a Personal Queue will require the payment of an annual license fee. The number of Personal Queues required is based on the total number of named users who can access Emconex-based application modules. EMCONEX Maintenance & Documentation* Maintenance and documentation for Emconex are included with the annual payment of Personal Queue License Fees. Additional Fees** Development Services: Consulting Hours Implementation Services: Consulting Hours Consulting Services: Consulting Hours Travel Expenses: At RSG Cost *RSG provides maintenance, support, hosting & documentation for customized applications developed by RSG for a client under separate agreements. **RSG provides consulting for development services, implementation services and other consulting services under a separate agreement. EMCONEX TECHNICAL BRIEF 9

10 Appendix I EMCONEX Architecture EMCONEX TECHNICAL BRIEF 10

11 Appendix II Support and Enhancement Process 1. Issue or request is logged in Toolkit as a support call. 2. This call is forwarded to the Change Management Coordinator with an notification. 3. The call is forwarded to the appropriate Team Leader. 4. The Team Leader assigns a developer to produce a ROME (rough order of magnitude estimate an estimate on how long the work will take). 5. The Change Management Coordinator will review the ROME with the VP of Development and adjust if necessary. In the long term, ROME creation will be the sole responsibility of the Team Leads. This is to ensure that RSG is consistently providing estimates that take into account all RSG effort applied throughout the different phases of defining, designing, developing, testing, documenting, and delivering the change to the client. 6. The ROME can be forwarded to the Change Management Coordinator via . The key information is a concise description of the change, and how many hours the client will have to sign off on before the work can be scheduled, as well as the client point of contact responsible for approving the work. The Change Management Coordinator will draw up all necessary contracts and forward them to the client and follow up to determine their status. 7. Approved ROMEs and Change Management contracts are managed by the Change Management Coordinator. The development work is sequenced by the Team Leaders, based on available resources. 8. The Change Management Coordinator will work with the Team Leaders to track progress on the development work and report progress to clients. 9. Once development is finished, the Team Leaders will assign resources to ensure that it has been peer tested. 10. Development is then packaged into a PTF. 11. PTFs are QA tested. 12. Once the PTF is thoroughly tested in QA, it is made available to clients. The Change Management Coordinator will alert the clients that their development is available and they will then be billed for the development work. EMCONEX TECHNICAL BRIEF 11

12 Appendix III Phases of Implementation Summary Phase # 1 2 Phase Description Getting Connected. In order to provide real-time support, it is important that we establish remote connectivity to the local database(s) and server(s) that will be used for this project. Build Sample Set. As each Emconex install is unique, and to maximize on-site training time, we test the connectivity to the servers and databases by building a small set of panels, queries, contexts, and searches. This sample set is then packaged as part of the general install. 3 Install Emconex. The Emconex server and application is packaged and delivered to the client for installation on the client s servers. 4 Emconex Training Session 1. The client s users are trained on building applications, including Panel, Query, Search, and Context Builder. 5 Support Application Building. 6 Emconex Training Session 2. Once the application setup is completed, the Script Writer tool, User, and Administration clients are taught. 7 8 Support Script Building and End User Setup. Go-Live Support. RSG supports the go-live steps required to roll out the project. EMCONEX TECHNICAL BRIEF 12

13 The Business Process Environment RICHER SYSTEMS GROUP, INC. 500, 4838 Richard Road SW Calgary, Alberta T3E 6L1 Phone Fax