Difference between revisions of "Progressive Capture Workflow"

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:* '''Analyst Request Type'''
 
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===Analyst Request Type===
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::The 'Analyst Request Type' PCF allows an analyst to choose the type of request that will be created. This PCF form is most commonly seen in the 'New Request' progressive capture flow as the analyst may not know which type of request needs to be raised when they first start capturing information:
 
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The 'Analyst Request Type' PCF allows an analyst to choose the type of request that will be created. This PCF form is most commonly seen in the 'New Request' progressive capture flow as the analyst may not know which type of request needs to be raised when they first start capturing information:
 
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[[File:pcf_analystRequestType_designer.png |400px|progressive capture designer]]                            [[File:pcf_analystRequestType_formProperties.png |300px|form properties]]   
 
[[File:pcf_analystRequestType_designer.png |400px|progressive capture designer]]                            [[File:pcf_analystRequestType_formProperties.png |300px|form properties]]   
  
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:*'''Asset Details'''
 
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===Asset Details===
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::The 'Asset Details' form allows an analyst to associate assets to the request. By default, all assets that are associated to the customer of the request are shown however it is also possible to perform a general search on assets that are in the system. It's possible to associate multiple assets to each request:
 
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The 'Asset Details' PCF allows an analyst to associate assets to the request. By default, all assets that are associated to the customer of the request are shown however it is also possible to perform a general search on assets that are in the system. It's possible to associate multiple assets to each request:
 
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[[File:pcf_assetDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_assetDetails_formProperties.png |300px|form properties]]   
 
[[File:pcf_assetDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_assetDetails_formProperties.png |300px|form properties]]   
  
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:* '''Change Type'''
 
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===Change Type===
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::The 'Change Type' form allows an analyst to select the type of change request that will be raised. This form is usually only seen on the new Change progressive capture flow:
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
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The 'Change Type' PCF allows an analyst to select the type of change request that will be raised. This PCF is usually only seen on the new Change progressive capture flow:
 
−
 
 
[[File:pcf_changeType_designer.png |400px|progressive capture designer]]                            [[File:pcf_changeType_formProperties.png |300px|form properties]]   
 
[[File:pcf_changeType_designer.png |400px|progressive capture designer]]                            [[File:pcf_changeType_formProperties.png |300px|form properties]]   
  
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:* '''Customer Request Type'''
 
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
 
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===Customer Request Type===
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::The 'Customer Request Type' formF allows the customer to choose what type of request they are raising. This PCF is most commonly seen on the 'New Self Service' progressive capture flow which is used by both the Hornbill Service and Customer portals. It is slightly different to the PCF 'Analyst Request Type' in that it only offers the ability to select a request type of Incident (Something is broken) or Service Request (I need something):
 
<div class="mw-collapsible-content">
 
<div class="mw-collapsible-content">
−
The 'Customer Request Type' PCF allows the customer to choose what type of request they are raising. This PCF is most commonly seen on the 'New Self Service' progressive capture flow which is used by both the Hornbill Service and Customer portals. It is slightly different to the PCF 'Analyst Request Type' in that it only offers the ability to select a request type of Incident (Something is broken) or Service Request (I need something):
 
−
 
 
[[File:pcf_customerRequestType_designer.png |400px|progressive capture designer]]                            [[File:pcf_customerRequestType_formProperties.png |300px|form properties]]   
 
[[File:pcf_customerRequestType_designer.png |400px|progressive capture designer]]                            [[File:pcf_customerRequestType_formProperties.png |300px|form properties]]   
  
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===Customer Search===
 
===Customer Search===
 
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:*'''Known Error Details'''
 
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::The 'Known Error Details' form allows an analyst to specify root cause and workaround details for a known error. This form is usually only seen on the new Known Error progressive capture flow:
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===Known Error Details===
 
 
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The 'Known Error Details' PCF allows an analyst to specify root cause and workaround details for a known error. This PCF is usually only seen on the new Known Error progressive capture flow:
 
−
 
 
[[File:pcf_knownErrorDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_knownErrorDetails_formProperties.png |300px|form properties]]   
 
[[File:pcf_knownErrorDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_knownErrorDetails_formProperties.png |300px|form properties]]   
  
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===Organisation Details===
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::The 'Organisation Details' form allows an analyst to see additional information about the customer's organisation that is defined by a Hornbill administrator. There is no data captured in this PCF - it is purely informational only.
 
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The 'Organisation Details' PCF allows an analyst to see additional information about the customer's organisation that is defined by a Hornbill administrator. There is no data captured in this PCF - it is purely informational only:
 
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[[File:pcf_organisationDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_organisationDetails_formProperties.png |300px|form properties]]    [[File:pcf_organisationDetails2_formProperties.png |300px|form properties]]  
 
[[File:pcf_organisationDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_organisationDetails_formProperties.png |300px|form properties]]    [[File:pcf_organisationDetails2_formProperties.png |300px|form properties]]  
  
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:* '''Request Category'''
 
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===Request Category===
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::The 'Request Category' PCF allows an analyst to specify a category when logging a request.
 
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The 'Request Category' PCF allows an analyst to specify a category when logging a request.
 
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[[File:pcf_requestCategory_designer.png |400px|progressive capture designer]]                            [[File:pcf_requestCategory_formProperties.png |300px|form properties]]   
 
[[File:pcf_requestCategory_designer.png |400px|progressive capture designer]]                            [[File:pcf_requestCategory_formProperties.png |300px|form properties]]   
  
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:* '''Request Details'''
 
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===Request Details===
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::The 'Request Details' form allows an analyst to enter both a summary and a description for the request.
 
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The 'Request Details' PCF allows an analyst to enter both a summary and a description for the request:
 
−
 
 
[[File:pcf_requestDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_requestDetails_formProperties.png |300px|form properties]]   
 
[[File:pcf_requestDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_requestDetails_formProperties.png |300px|form properties]]   
  
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:* '''Request Priority'''
 
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===Request Priority===
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::The 'Request Priority' form allows the priority of the request to be set.
 
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The 'Request Priority' PCF allows an analyst to set the priority of the request:
 
  
 
[[File:pcf_requestPriority_designer.png |400px|progressive capture designer]]                            [[File:pcf_requestPriority_formProperties.png |300px|form properties]]   
 
[[File:pcf_requestPriority_designer.png |400px|progressive capture designer]]                            [[File:pcf_requestPriority_formProperties.png |300px|form properties]]   
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:* '''Service Details'''
 
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===Service Details===
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::The 'Service Details' PCF allows an analyst to specify a service when logging a request:
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The 'Service Details' PCF allows an analyst to specify a service when logging a request:
 
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[[File:pcf_serviceDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_serviceDetails_formProperties.png |300px|form properties]]   
 
[[File:pcf_serviceDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_serviceDetails_formProperties.png |300px|form properties]]   
  

Revision as of 01:00, 13 December 2016

Home > Administration > Service Manager > Progressive Capture

Introduction

Progressive Capture allows you to configure how and what information is collected or captured when a request is being raised. This includes default capture forms that are specific to Service Manager and the ability to create custom question forms. This page describes the available Service Manager forms which can be used in the Progressive Capture Designer, the provided default Progressive Capture Scripts, and some of the available advanced settings.

Related Articles

Progressive Capture Forms

Service Manager provides a number of default forms that are available to use when building the Progressive Capture scripts for raising requests.

  • Add Attachments
The 'Add Attachments' form provides the ability to include files when raising a request. Multiple attachments can be provided and individual descriptions can be applied to each.

progressive capture designer form properties

Analyst view when logging a request:
user application

  • Analyst Assignment
The 'Analyst Assignment' provides options for assigning the request to a team and an owner. You can choose to assign the request to just a team or to a team and a specified analyst.

progressive capture designer form properties

Analyst view when logging a request:
user application

  • Analyst Request Type
The 'Analyst Request Type' PCF allows an analyst to choose the type of request that will be created. This PCF form is most commonly seen in the 'New Request' progressive capture flow as the analyst may not know which type of request needs to be raised when they first start capturing information:

progressive capture designer form properties

Analyst view when logging a request:
user application

  • Asset Details
The 'Asset Details' form allows an analyst to associate assets to the request. By default, all assets that are associated to the customer of the request are shown however it is also possible to perform a general search on assets that are in the system. It's possible to associate multiple assets to each request:

progressive capture designer form properties

Analyst view when logging a request:
user application user application

  • Change Type
The 'Change Type' form allows an analyst to select the type of change request that will be raised. This form is usually only seen on the new Change progressive capture flow:

progressive capture designer form properties

Analyst view when logging a request:
user application

  • Customer Request Type
The 'Customer Request Type' formF allows the customer to choose what type of request they are raising. This PCF is most commonly seen on the 'New Self Service' progressive capture flow which is used by both the Hornbill Service and Customer portals. It is slightly different to the PCF 'Analyst Request Type' in that it only offers the ability to select a request type of Incident (Something is broken) or Service Request (I need something):

progressive capture designer form properties

Customer view when logging a request:
user application

Customer Search

The 'Customer Search' PCF allows an analyst to select a customer for the request:

progressive capture designer form properties

Analyst view when logging a request:
user application

  • Known Error Details
The 'Known Error Details' form allows an analyst to specify root cause and workaround details for a known error. This form is usually only seen on the new Known Error progressive capture flow:

progressive capture designer form properties

Analyst view when logging a request:
user application

  • Organisation Details
The 'Organisation Details' form allows an analyst to see additional information about the customer's organisation that is defined by a Hornbill administrator. There is no data captured in this PCF - it is purely informational only.

progressive capture designer form properties form properties

Analyst view when logging a request:
user application

  • Request Category
The 'Request Category' PCF allows an analyst to specify a category when logging a request.

progressive capture designer form properties

Analyst view when logging a request:
user application

  • Request Details
The 'Request Details' form allows an analyst to enter both a summary and a description for the request.

progressive capture designer form properties

Analyst view when logging a request:
user application

  • Request Priority
The 'Request Priority' form allows the priority of the request to be set.

progressive capture designer form properties

Analyst view when logging a request:
user application

  • Service Details
The 'Service Details' PCF allows an analyst to specify a service when logging a request:

progressive capture designer form properties

Analyst view when logging a request:
user application

Default Progressive Capture Scripts

By default, Hornbill provide the following seven progressive capture flows. These can be edited, copied or deleted accordingly:

New Request

new request progressive capture flow

New Self Service

new self service progressive capture flow

New Incident

new incident progressive capture flow

New Service Request

new service request progressive capture flow

New Problem

new problem progressive capture flow

New Change Request

new change request progressive capture flow

New Known Error

new known error progressive capture flow


Settings

Service Manager settings are available to configure the default Progressive Captures that are used when raising requests.

  • app.itsm.progressiveCapture.newRequest
The named Progressive capture on this setting will be used when the Raise New option is used or when an email is used to raise a new request
  • app.itsm.progressiveCapture.newIncident
The named Progressive capture on this setting will be used when raising an Incident
  • app.itsm.progressiveCapture.newServiceRequest
The named progressive capture on this setting will be used
  • app.itsm.progressiveCapture.newProblem
Default when raising problems
  • app.itsm.progressiveCapture.newKnownError
Default when raising Known Errors
  • app.itsm.progressiveCapture.newChange
Default when raising a change
Retrieved from "https://wiki.hornbill.com/index.php?title=Progressive_Capture_Workflow&oldid=11286"