Difference between revisions of "Intelligent Capture Designer"
Jump to navigation
Jump to search
| (19 intermediate revisions by 3 users not shown) | |||
| Line 1: | Line 1: | ||
| − | + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-config/customize/intelligent-capture-designer/ Hornbill Document Library]. | |
| − | + | ||
| − | { | + | [[file:hornbill-document-library.png|Intelligent Capture Designer|link=https://docs.hornbill.com/servicemanager-config/customize/intelligent-capture-designer/]] |
| − | |[[Main Page|Home]] > [[ | + | <!-- |
| − | + | ||
| − | |} | + | {{DISPLAYTITLE:Intelligent Capture Designer}} |
| − | + | {{breadcrumb|[[Main Page|Home]] > [[Configuration]] > Intelligent Capture Designer|Configuration}} | |
| − | { | + | {{Section| |
| − | |||
| − | |||
== Introduction == | == Introduction == | ||
| − | + | Intelligent Capture is a graphical workflow tool that provides a new and simple way to define the capturing of information for a particular application. An application that uses Intelligent Capture will include a number of small forms for collecting information related to the application. These forms can be optionally added, ordered, and branched depending on the information being captured. | |
| − | |||
| | | | ||
| − | | | + | {{rightBox|Related Articles| |
| − | + | :* [[Intelligent Capture Design Validation and Errors]] | |
| − | :* [[ | + | :* [[Progressive Capture Workflow|Service Manager Intelligent Capture]] |
| − | :* [[Progressive Capture Workflow|Service Manager | + | :* [[Project_Manager_Progressive_Capture|Project Manager Intelligent Capture]] |
| − | :* [[Project_Manager_Progressive_Capture|Project Manager | + | }} |
| − | + | }} | |
== Nodes == | == Nodes == | ||
| − | When building a | + | When building a capture workflow there are a few different nodes that are available to use when considering your design |
:* '''Start''' | :* '''Start''' | ||
| − | ::Every | + | ::Every capture workflow will have a ''Start'' node. This is the entry point for all capture scripts. |
:* '''Form''' | :* '''Form''' | ||
::You can choose from a number of pre-configured small forms (in Form Properties) and place them in the sequence you need. | ::You can choose from a number of pre-configured small forms (in Form Properties) and place them in the sequence you need. | ||
| Line 32: | Line 29: | ||
::Allows a custom expression to alter the flow to show different PCF's. | ::Allows a custom expression to alter the flow to show different PCF's. | ||
:* '''Switch''' | :* '''Switch''' | ||
| − | ::Allows you to link | + | ::Allows you to link capture workflows together and seamlessly switch from one to another |
:*'''End''' | :*'''End''' | ||
| − | ::Every | + | ::Every capture flow will have at least one of these to end the flow. |
| + | :*'''Cancel''' | ||
| + | ::The Cancel node allows the capture workflow to exit without any further processing. This behaves the same as if the user had selected the cancel button that is available when filling out a capture. The user will be returned to where the Intelligent Capture was initiated from. | ||
==Branches== | ==Branches== | ||
[[File:pcf_decision1.png |right|300px|decision node based on request summary]] | [[File:pcf_decision1.png |right|300px|decision node based on request summary]] | ||
[[File:pcf_decision2.png |right|300px|decision node based on request summary]] | [[File:pcf_decision2.png |right|300px|decision node based on request summary]] | ||
| − | In | + | In Intelligent Capture, branches allow the workflow designer to send the user down different routes to potentially collect different information depending on the choices that are made on capture forms. |
| − | * It is important to remember that a branch node will always inherit the outcomes from its parent | + | * It is important to remember that a branch node will always inherit the outcomes from its parent capture forms. This means that if you place a branch node after the request details form (as shown in the screenshot), the only pieces of data that you can make a decision on are the Summary and Description fields (only 2 fields on this default form). |
| − | + | * When branching to a new capture it is important to ensure that all Custom Forms have unique names to prevent mapped fields from being overwritten. | |
| Line 47: | Line 46: | ||
[[File:Custom_Expression_Branching_PC.png |right|400px|multiple outcomes]] | [[File:Custom_Expression_Branching_PC.png |right|400px|multiple outcomes]] | ||
| − | To add a custom expression to a | + | To add a custom expression to a branch node you must first connect the decision node to the next node in the flow. |
* You can then click the linking line and define your custom expression. | * You can then click the linking line and define your custom expression. | ||
| − | * You can define multiple outcomes from a | + | * You can define multiple outcomes from a branch node, however, you must always have at least one valid outcome, otherwise, the capture workflow could potentially have nowhere to go which will make it error. |
| − | :* A | + | :* A branch node can have a maximum of '''three''' outcomes. If you require more than three outcomes you can link one '''branch''' node to another '''branch''' node using a '''No Match''' link and you can then add an additional outcome option to the second or subsequent '''branch''' node. |
| − | * You can use variable values from any form which has been used in the | + | * You can use variable values from any form which has been used in the capture workflow prior to the branch question for example from the '''Customer Search''' form you may use the '''Customer Type''' variable to branch on |
| − | * You can branch on a global variable such as where the | + | * You can branch on a global variable such as where the capture is being used. For example, if it is being used by an analyst in the user app you may want to branch to different forms compared to if the same capture was being used by a customer on either the customer or service portals '''(Global Variable -> Portal Type (Service Desk / Portals)''' |
<br> | <br> | ||
| Line 59: | Line 58: | ||
==Switch Capture== | ==Switch Capture== | ||
| − | In | + | In Intelligent Capture, the Switch Capture node provides the ability to seamlessly move to or link capture workflows together. One example of where this may be useful is in Service Manager when choosing a Request Catalog item from the '''Services''' capture form, the switch process can be used to switch to the capture flow which is assigned to the chosen request catalog item. |
| − | Using this node replaces the previous behaviour of jumping from an initial | + | Using this node replaces the previous behaviour of jumping from an initial capture workflow to another, and in essence, any forms used in both are evaluated and re-used when jumping, it also removes the need to evaluate which forms in the second capture workflow to use, and any issues associated with capture forms being skipped. |
| − | Using this node, will in effect continue from the initial | + | Using this node, will in effect continue from the initial capture workflow, into the next capture workflow rather than replace it. This means it does not need to evaluate which forms to skip, it simply ignores any forms already used in the initial capture. |
Advantages of using the Switch Capture Node | Advantages of using the Switch Capture Node | ||
* When switching processes the UI for the analyst is smooth as you are linking one process to another not replacing one with another | * When switching processes the UI for the analyst is smooth as you are linking one process to another not replacing one with another | ||
| − | * The ability to return / revisit the forms in the initial process capture flow, once you have switched or linked to a second process capture flow in order to change values / choices or even change which | + | * The ability to return / revisit the forms in the initial process capture flow, once you have switched or linked to a second process capture flow in order to change values / choices or even change which pcapture to switch / link too. |
| − | * You don't need to include the same forms in both | + | * You don't need to include the same forms in both captures, for example, the Customer Search form could just be used in the initial capture, and removed from the catalog item capture (obviously if it already exists it will simply be ignored). |
'''Example''' [[File:SwitchProcessConfig.png|right|thumb]] | '''Example''' [[File:SwitchProcessConfig.png|right|thumb]] | ||
| Line 77: | Line 76: | ||
* 2. Using another Custom Expression perform the same check but set this to '''Is Not Set''' (a Service rather than a request catalog item has been selected) and build your logic accordingly, equally you could define multiple other outcomes from this branch node to reflect the different service choices and paths you wish to take. | * 2. Using another Custom Expression perform the same check but set this to '''Is Not Set''' (a Service rather than a request catalog item has been selected) and build your logic accordingly, equally you could define multiple other outcomes from this branch node to reflect the different service choices and paths you wish to take. | ||
| − | On the Switch | + | On the Switch Capture node, you can configure this to link to a specific new process, or use a '''Variable''' to link to the capture linked to the request catalog item which has been chosen. In this example, this is what we will do and the Variable to use would be '''Service details -> catalogProgressiveCaptureId''' |
| − | |||
| − | |||
| − | + | * '''Note:''' with the introduction of the Switch Capture option, the behaviour will alter slightly on the '''Services Details''' form, is as much as the user will now have to select the '''Next''' button if they are selecting either the Service or the Request Catalog Item in order to progress the capture workflow. Previously if a Request Catalog Item was chosen the capture would immediately progress without the need to click '''Next'''. | |
| − | |||
| − | |||
| − | |||
| − | |||
== [[Customised Forms]] == | == [[Customised Forms]] == | ||
| − | As well as standard forms, Hornbill also provide the ability to create your own custom forms. With custom forms, you can create multiple questions of different field types for analysts and customers to answer during | + | As well as standard forms, Hornbill also provide the ability to create your own custom forms. With custom forms, you can create multiple questions of different field types for analysts and customers to answer during capture. |
| − | : '''New''' - A Never Skip configuration option has been added, which can be set to '''True''', this will ensure that this form is never bypassed in your | + | : '''New''' - A Never Skip configuration option has been added, which can be set to '''True''', this will ensure that this form is never bypassed in your capture workflow, even if custom questions have default values set, and the questions are not set to mandatory. This will ensure the user will always be presented with the form to at least validate the default choices, or change them if required. |
::[[Customised Forms|Read more...]] | ::[[Customised Forms|Read more...]] | ||
| Line 98: | Line 91: | ||
When creating customised forms, and custom questions the default behaviour is for the question and answer to be visible on the request form in a '''Questions''' collapsable section. It is also possible to map the answer from a custom question to one of the default fields on a request. | When creating customised forms, and custom questions the default behaviour is for the question and answer to be visible on the request form in a '''Questions''' collapsable section. It is also possible to map the answer from a custom question to one of the default fields on a request. | ||
| − | ::[ | + | ::[https://docs.hornbill.com/servicemanager-config/customize/mapping-fields-from-customized-forms/ Read more...] |
==Sharing and Visibility== | ==Sharing and Visibility== | ||
| − | + | Intelligent capture owners will be able to view their own captures, and captures which have been shared with them from the capture workflow list. | |
When creating or editing a capture it is possible via the '''Manage Process Settings''' and '''Grant Access To''' option to share your process with: | When creating or editing a capture it is possible via the '''Manage Process Settings''' and '''Grant Access To''' option to share your process with: | ||
| Line 110: | Line 103: | ||
* Groups - Configured via the Organisational group structure | * Groups - Configured via the Organisational group structure | ||
| − | It is possible to share captures with multiple users, roles and groups. Once a capture has been shared, the user will be able to view the capture from the ''' | + | It is possible to share captures with multiple users, roles and groups. Once a capture has been shared, the user will be able to view the capture from the '''Intelligent Capture''' list. |
To remove visibility to a specific User, Role or Group simply select the '''Trash Can''' icon next to the item you wish to stop sharing the capture with. | To remove visibility to a specific User, Role or Group simply select the '''Trash Can''' icon next to the item you wish to stop sharing the capture with. | ||
| Line 117: | Line 110: | ||
* Home > System > Settings > Advanced | * Home > System > Settings > Advanced | ||
| − | == | + | == Intelligent Capture Options == |
| − | Each | + | Each capture workflow has a number of configuration options |
:* '''Download''' | :* '''Download''' | ||
| − | :: Download the definition file - downloads to a .txt file, a copy of the current | + | :: Download the definition file - downloads to a .txt file, a copy of the current capture workflow |
:* '''Upload''' | :* '''Upload''' | ||
| − | :: Upload a pcf.txt file to the | + | :: Upload a pcf.txt file to the capture workflow - this will replace the current capture workflow content |
:* '''Print''' | :* '''Print''' | ||
| − | :: Print out a document that provides a graphical representation of the | + | :: Print out a document that provides a graphical representation of the capture workflow |
:* '''Save''' (Validate, Activate, De-activate) | :* '''Save''' (Validate, Activate, De-activate) | ||
| − | :: After the creation or editing of a | + | :: After the creation or editing of a capture workflow, your workflow needs to be saved and then activated to make it available for use. Any capture workflow that you wish to keep but do not have available for use can be deactivated. |
| − | + | --> | |
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | |||
| − | [[Category: | + | [[Category:HDOC]] |
Latest revision as of 19:57, 11 April 2024
This document can now be found at its new location in the Hornbill Document Library.
