Difference between revisions of "Google Forms"
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== Introduction == | == Introduction == | ||
− | The Google Forms Integration allows you to interact with the Service Manager app by allowing Google forms to create new requests or | + | The Google Forms Integration allows you to interact with the Service Manager app by allowing Google forms to create new requests or update existing requests using the Google Forms questions and storing the answers back into a request's custom fields. |
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{{RightBox|Related Articles| | {{RightBox|Related Articles| | ||
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== Setup an API Key == | == Setup an API Key == | ||
+ | |||
The creation of an API Key allows for secure authentication for the Google Forms to interact with Hornbill. The API Key will be used within the Integration Script | The creation of an API Key allows for secure authentication for the Google Forms to interact with Hornbill. The API Key will be used within the Integration Script | ||
# Open the Admin Portal | # Open the Admin Portal | ||
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# Create a new API Key using the name Google Forms | # Create a new API Key using the name Google Forms | ||
# Keep this page available to you as you will need to copy the API Key into the Integration Script. | # Keep this page available to you as you will need to copy the API Key into the Integration Script. | ||
− | |}} | + | | |
+ | {{RightBox|Watch Me| | ||
+ | ::[[File:GFAPIKey.mp4]] | ||
+ | }} | ||
+ | }} | ||
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# At this point you can optionally add more questions, but it is not required. Additional questions will be covered in Map Questions to Custom Fields | # At this point you can optionally add more questions, but it is not required. Additional questions will be covered in Map Questions to Custom Fields | ||
# Keep this browser tab open as you need it in the next step | # Keep this browser tab open as you need it in the next step | ||
− | |}} | + | | |
+ | {{RightBox|Watch Me| | ||
+ | ::[[File:Create Google Form.mp4]] | ||
+ | }} | ||
+ | }} | ||
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=== Authentication === | === Authentication === | ||
At the top of the Script there are 2 key lines that needed editing | At the top of the Script there are 2 key lines that needed editing | ||
− | [[file:ScriptAuthentication.png|right]] | + | [[file:ScriptAuthentication.png|right|border|link=]] |
{{bullet1|<nowiki>var apiKey = 'yourapikey';</nowiki>|The text ''yourapikey'' needs to be replaced with the key that we generated in the section: [[#Setup an API Key|Setup an API Key]]. Be sure to keep the quotation marks.}} | {{bullet1|<nowiki>var apiKey = 'yourapikey';</nowiki>|The text ''yourapikey'' needs to be replaced with the key that we generated in the section: [[#Setup an API Key|Setup an API Key]]. Be sure to keep the quotation marks.}} | ||
{{bullet1|<nowiki>var instanceId = 'yourinstanceid';</nowiki>|The text 'yourinstanceid' needs to be replaced with your instance ID. This can be found within the URL that connects you to your Hornbill. This should be all lowercase. Be sure to keep the quotation marks.}} | {{bullet1|<nowiki>var instanceId = 'yourinstanceid';</nowiki>|The text 'yourinstanceid' needs to be replaced with your instance ID. This can be found within the URL that connects you to your Hornbill. This should be all lowercase. Be sure to keep the quotation marks.}} | ||
− | ===Custom Fields=== | + | <br> |
− | [[File: | + | ===Request Reference=== |
− | + | In the section [[#Create Your Google Form|Create Your Google Form]] you will have added your first question to your form. This question titled ''Request Reference'' is the link between this form and an existing request in Service Manager. If you wish to have a different title than ''Request Reference'' you will need to update the following line of code to match the title of the question. | |
+ | [[File:ScriptRequestReference.png|right|border|link=]] | ||
+ | {{bullet1|<nowiki>itemResponses[i].getItem().getTitle() === "Request Reference"</nowiki>|Make sure that the text ''Request Reference'' matches the title of the question in the form that will hold the reference ID}} | ||
+ | <br> | ||
+ | ===Questions and Custom Fields=== | ||
+ | Each question that you add to a Google Form can be mapped to a request's custom field. The script uses a case statement to identify the Form question using its title and then maps it to custom field where the response will be stored.[[File:ScriptCustomFields.png|right|border|link=]] | ||
+ | In this example there are three questions | ||
+ | {{bullet1|Address|A question that has the title '''''Address''''' will be added to the custom field '''''h_custom_d'''''}} | ||
+ | {{bullet1|Contact|A question that has the title '''''Contact''''' will be added to the custom field '''''h_custom_e'''''}} | ||
+ | {{bullet1|Date Of Birth|A question that has the title '''''Date Of Birth''''' will be added to the custom field '''''h_custom_f'''''}} | ||
+ | You can add, remove, rename, each case statement and choose your custom fields to match your Form questions and where you would like the responses to be stored. | ||
+ | <br><br> | ||
===Update Status=== | ===Update Status=== | ||
− | |}} | + | [[File:ScriptUpdateStatus.png|right|border|link=]] |
+ | The ''Update Status'' function provide two updates that can be made to a request. | ||
+ | {{bullet1|Status|The default in this script is set to ''Open''. Options can include New, Open, Resolved, and Closed.}} | ||
+ | {{bullet1|Update Timeline|A Timeline entry will be added to a request once the Form has been submitted. Here you can change the text that will be displayed in the Timeline of the request}} | ||
+ | | | ||
+ | {{RightBox|Related Articles| | ||
+ | :* [[Request Details Form Designer]] | ||
+ | }}}} | ||
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− | == Create a Pre-filled Link == | + | == Create a Pre-filled Link == |
+ | Google Forms are generally accessed by sending a link to the person that you want to complete the form. A ''Pre-filled Link'' not only provides the link, but it also contains answers to one or more questions that automatically get populated on the form. This will be used to populate the ''Request Reference'' question in order to link the Form with an existing Service Manager Request. | ||
+ | # On the Form Designer page, click on the ''More'' menu (vertical ellipse button) located in the top right | ||
+ | # Select the menu item labled ''Get Pre-filled Link'' | ||
+ | # Add a random Request Reference to the Request Reference question | ||
+ | # Click on the ''Get Link'' button | ||
+ | # On the bottom left of your screen you will be presented with an option to '''COPY LINK''' | ||
+ | # Click on '''COPY LINK''' to copy the link to your clipboard | ||
+ | # Test the link by opening a new browser tab and pasting the link in the URL. This will take you to the form with the first answer pre-filled with the request reference. | ||
+ | # You will notice that within the link, the request reference is clearly visible. Save and store this link for later use within your BPMs or Auto Tasks. | ||
+ | |||
|}} | |}} | ||
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== Add the Pre-filled Link to an Automated Email == | == Add the Pre-filled Link to an Automated Email == | ||
+ | Once you have your Pre-filled Link, you are ready to send it to your users. This is typically done using a Hornbill Automation in either a BPM Workflow or an Auto Task using an email template. | ||
+ | # Locate the Request Reference within your Pre-filled Link | ||
+ | # Create or edit an email template that you wish to use to distribute the Google Form to your users | ||
+ | # Add the Pre-filled Link to the body of the template or as a link on some existing text | ||
+ | # Replace the Request Reference with the Request ID variable. For example, change <nowiki>...usp=pp_url&entry.59323096=IN00000001</nowiki> to <nowiki>...usp=pp_url&entry.59323096={{.H_pk_reference}</nowiki> | ||
|}} | |}} | ||
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− | [[Category: | + | [[Category:Integration]] |