@@ Line 1: / Line 1: @@
-{{DISPLAYTITLE:Service Manager Progressive Capture}}
+This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-config/customize/service-manager-capture-forms/ Hornbill Document Library].
-<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;">
-__NOTOC__[[Main Page|Home]] > [[Administration]] > [[Service Manager Administration |Service Manager]] > Progressive Capture
-</div>
-{|style="width: 100%"
-|- valign="top"
-|style="width:73%"|
-== 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.
-|style="width:5%"|
-|
-|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|
-== Related Articles ==
+[[file:hornbill-document-library.png|Service Manager Capture Forms|link=https://docs.hornbill.com/servicemanager-config/customize/service-manager-capture-forms/]]
-:* [[Progressive Capture Designer]]
+<!--
-|}
-{{#ev:youtube|LrHMBnO3ohQ|320|right}}
-== Progressive Capture Forms ==
+{{DISPLAYTITLE:Service Manager Intelligent Capture}}
+{{Breadcrumb|[[Main Page|Home]] > [[Administration|Configuration]] > [[Service Manager Administration |Service Manager]] > Intelligent Capture|Service Manager}}
-Service Manager provides a number of default forms that are available to use when building the Progressive Capture scripts for raising requests.  These forms can be made available to a progressive capture script by adding a Form node to your progressive capture and selecting the form name from within the properties of the node.
+{{Section|
+== Introduction ==
+Intelligent 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 [[Intelligent Capture Designer]], the provided default Intelligent Capture Scripts, and some of the available advanced settings.|
+{{RightBox|Key Contents|
+:* [[#Intelligent Capture Forms|Intelligent Capture Forms]]
+:* [[#Default Intelligent Capture Scripts|Default Intelligent Capture Scripts]]
+:* [[#Settings|Settings]]
+:* [[#Global Variables|Global Variables]]
+}}
+}}
+{{Section|
+== Intelligent Capture Forms ==
+Service Manager provides a number of default forms that are available to use when building the Intelligent Capture scripts for raising requests.  These forms can be made available to an intelligent capture script by adding a Form node to your intelligent capture and selecting the form name from within the properties of the node.|
+{{RightBox|Related Articles|
+:* [[Intelligent Capture Designer]]
+:* [[Customised Forms|Custom Intelligent Capture Forms]]
+:* [[Knowledge Centre]]
+}}
+}}
 :* '''Add Attachments'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
@@ Line 33: / Line 38: @@
 * Includes description of attachment for easy reference
 * Stores attachments in the ''Attachments'' section of a request for easy access
+* Option to specify a custom title on the form
+* Option to specify a custom information message to describe to the user the type of attachment that you are requesting. This option can contain wiki formatting for improved presentation.
 |style="width:400px"|
-[[File:pcaddattachment.png |350px|link=]]
+[[File:pcaddattachoptions.png |350px|link=]]
 |}
 :::[[File:Information.png|14px|text-top|Information]] Attachments are regulated by the following [[Advanced Settings|system settings]] that restrict size and type: ''communications.maxfileUploadSize, security.fileUploadRestriction.webdav.enable, security.fileUploadRestriction.entity.fileAttachments.types''
+:::[[File:Information.png|14px|text-top|Information]] More than one Attachment Form can be included within a single Intelligent Capture workflow.  Any subsequent Attachment Form needs to be set to ''Mandatory'' in order for the Intelligent Capture to stop and prompt the user on that form.
 </div>
 </div>
@@ Line 42: / Line 51: @@
 <br>
-:* '''Analyst Assignment'''
+:* '''Analyst Request Type'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
-::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.
+::The 'Analyst Request Type' form allows the support staff to choose the type of request that will be created. This form is most commonly seen in the 'New Request' capture flow as the support person may not know which type of request needs to be raised when they first start capturing information.
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 50: / Line 59: @@
 |- valign="top"
 |style="width:500px"|
-* Function: Search for Team and Owner to assign request
+* Only the requests types that the analyst who is raising the request has rights to will be displayed
-* Input: When preceded by the ''Service Details'' Form, only teams that support that service will be displayed
 * Visibility: Analysts only
-* Output: Branch nodes that follow this will be able to use Team Name, Team ID, Anaylst Name, Analyst ID as criteria for branching
+* Branch Options: Request Type
 |style="width:400px"|
-[[File:pcassignment.png |350px|link=]]
+[[File:Progressive_Capture_Request_Types.png |350px|link=]]
 |}
 </div>
@@ Line 62: / Line 70: @@
 <br>
-:* '''Analyst Request Type'''
+:* '''Assignment'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
-::The 'Analyst Request Type' form allows the support staff to choose the type of request that will be created. This form is most commonly seen in the 'New Request' progressive capture flow as the support person may not know which type of request needs to be raised when they first start capturing information.
+::The '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.
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 70: / Line 78: @@
 |- valign="top"
 |style="width:500px"|
-* Only the requests types that the analyst who is raising the request has rights to will be displayed
+* Function: Search for Team and Owner to assign request
+* Input: When preceded by the ''Service Details'' Form, only teams that support that service will be displayed
 * Visibility: Analysts only
-* Branch Options: Request Type
+* Output: Branch nodes that follow this will be able to use Team Name, Team ID, Anaylst Name, Analyst ID as criteria for branching
+* '''Options'''
+:* '''''Analyst is Mandatory'''''
+:: When set to ''Yes'' the owner or analyst field becomes mandatory and must be selected to continue
 |style="width:400px"|
-[[File:Progressive_Capture_Request_Types.png |350px|link=]]
+[[File:pcassignment.png |350px|link=]]
 |}
 </div>
@@ Line 80: / Line 92: @@
 </div>
 <br>
 :*'''Asset Details'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
-::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:
+::The 'Asset Details' form allows an analyst or customer to associate assets to a request. By default, all assets that are associated to the customer are shown however it is also possible to associate assts which are shared with the customer, or perform general searches on assets that reside at the customer site, or more widely in the system. It's possible to associate multiple assets to each request:
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 88: / Line 101: @@
 |- valign="top"
 |style="width:500px"|
-* Search all assets
+* View Asserts owned and user directly by a customer
-* Input: Following a Search Co-worker form the assets belonging to the customer will be displayed
+* View Assets shared with a customer (directly or via their membership to groups or organizations the asset has been shared with)
-* Visibility: Analysts and Customers (Customers can only view and select their own assets)
+* Search  assets by site or more widely
+* Input: Following a Search Co-worker / Contact or Customer form the assets belonging to or shared with the customer will be displayed
+* Visibility: Analysts and Customers
 * Branch Options: None
+* If this node is preceded by the Sites node, the Sites Tab will be automatically filtered to only display assets located at the selected site.
+'''Options'''
+:* '''Asset Title'''
+:: Displays a title at the top of the Asset form
+:* '''Info Message'''
+:: Add a longer descriptive message explaining to the user how to use the form
+:* '''Hide Customer's Assets'''
+:: Select ''Yes'' to always have this tab hidden
+:* '''Hide Shared Assets'''
+:: Select ''Yes'' to always have this tab hidden
+:* '''Hide Customer's Site Assets'''
+:: Select ''Yes'' to always have this tab hidden
+:* '''Hide Company Assets'''
+:: Select ''Yes'' to always have this tab hidden
+:* '''Hide All Assets'''
+:: Select ''Yes'' to always have this tab hidden
+:* '''Hide Service Assets'''
+:: Select ''Yes'' to always have this tab hidden
+:* '''Select Asset Class'''
+:: On the Asset Search, set the ''Asset Class'' to be searched
+:* '''Select Asset Type'''
+:: On the Asset Search, set the ''Asset Type'' to be searched
+:* '''Select Asset Status'''
+:: On the Asset Search, set the ''Asset Status'' to be searched
+:* '''Select Asset Relationship'''
+:: Specify the default asset relationship which will be the focus of the asset search
+:* '''Asset Search Term'''
+:: On the Asset Search, set a default ''Search Term'' to be searched
+:* '''Select Asset Search Type'''
+:: On the Asset Search, set if the results return assets with an exact match, contains, or begins with the specified ''Search Term''
+'''Please Note:''' The "''Select Asset ...''" parameters only affect tabs that search for assets. The ''Customer's Assets'' and ''Shared Assets'' tabs will show all Assets that are Owned By or Shared With the Customer respectively.
 |style="width:400px"|
 [[File:pcassets.png |350px|link=]]
@@ Line 101: / Line 148: @@
 :* '''Change Type'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
-::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:
+::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 capture flow:
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 115: / Line 162: @@
 </div>
 <br>
-:* '''Customer Request Type'''
+:* '''Connections'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
-::The 'Customer Request Type' form 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 'Analyst Request Type' form in that it only offers the ability to select a request type of Incident (Something is broken) or Service Request (I need something):
+::The ''Connections'' form allows the support person to select a connected customer at the time of raising the request. This form is only used by and visible to support staff when raising the request in Service Manager when using the full client.
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 123: / Line 171: @@
 |- valign="top"
 |style="width:500px"|
-* Select option for ''Something is Broken''
+:* '''Connection Search'''
-* Select option for ''I need something''
+:: Search for one or more customers that you would like to add as a connection to the request
+:* '''Connection Type'''
+:: A pick list of available ''Connection Types'' is available to allow you to select the type of connection being added
 |style="width:400px"|
-[[File:pccustomerrequesttype.png |350px|link=]]
+[[File:pcconnections.png |350px]]
 |}
 </div>
@@ Line 132: / Line 182: @@
 </div>
 <br>
 :* '''Customer Search'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
@@ Line 143: / Line 195: @@
 * Filter on Contacts or Co-workers
 * The Customers active Requests are displayed when a customer is resolved.
-:* The list of the Customers Requests can be filtered to only show those which are logged against services, which the logging analysts team's support: '''app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests'''
+:* The list of the customer's Requests can be filtered to only show those which the logging agent supports via the linked service: '''app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests'''. When disabled, an agent will have visibility to unsupported customer Requests, this must be avoided for customers with multiple service desks (e.g. IT and HR).
+:* An option to add a new Contact can be displayed on this form if the following system setting is enabled: '''app.itsm.progressiveCapture.customerSearch.allowAddContact'''
+* Advanced filtering
+:* By appending one or more of the following keys you can narrow the search to specific areas:
+::* '''org:''' - this filters by Organisation
+::* '''site:''' - this filters by Site
+::* '''type:''' - this filters by Co-Worker Type
+::* '''tel:''' - this filters by the primary telephone number
+::* '''phone:''' - this is a synonym for '''tel:'''
+'''Example:'''<br>
+''Joe org: ACME''<br>
+would return all customers named Joe from the ACME Organisation
 |style="width:400px"|
 [[File:pccustomersearch.png |350px|link=]]
@@ Line 163: / Line 226: @@
 * Configure fields to be displayed on the right hand side
 * The Contacts active Requests are displayed when a contact is resolved.
-:* The list of the Contact's Requests can be filtered to only show those which are logged against services, which the logging analysts team's support: '''app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests'''
+:* The list of the contact's Requests can be filtered to only show those which the logging agent supports via the linked service: '''app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests'''. When disabled, an agent will have visibility to unsupported customer Requests, this must be avoided for customers with multiple service desks (e.g. IT and HR).
+:* An option to add a new Contact can be displayed on this form if the following system setting is enabled: '''app.itsm.progressiveCapture.contactSearch.allowAddContact'''
 |style="width:400px"|
 [[File:pccontactsearch.png |350px|link=]]
@@ Line 183: / Line 247: @@
 * Configurable field to be displayed on the right hand side
 * The Co-workers active Requests are displayed when a co-worker is resolved.
-:* The list of the Co-workers Requests can be filtered to only show those which are logged against services, which the logging analysts team's support: '''app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests'''
+:* The list of the Co-worker's Requests can be filtered to only show those which the logging agent supports via the linked service: '''app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests'''. When disabled, an agent will have visibility to unsupported customer Requests, this must be avoided for customers with multiple service desks (e.g. IT and HR).
 |style="width:400px"|
 [[File:pccoworkersearch.png |350px|link=]]
@@ Line 194: / Line 258: @@
 :*'''Known Error Details'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
-::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:
+::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 Intelligent Capture script:
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 222: / Line 286: @@
 |style="width:400px"|
 [[File:pcorgdetails.png |350px|link=]]
+|}
+</div>
+</div>
+</div>
+<br>
+:* '''Release Type'''
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
+::The 'Release Type' form allows an analyst to select the type of release request that will be raised. This form is usually only seen on the new Release Intelligent Capture Script:
+<div class="mw-collapsible-content">
+<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
+:::{|
+|- valign="top"
+|style="width:500px"|
+* Select Release Type
+|style="width:400px"|
+[[File:Progressive_Capture_Release_Type.png|350px|link=]]
 |}
 </div>
@@ Line 237: / Line 317: @@
 * Request Category selector
 * When preceded by the Service Details form the category will display the configured root category for the selected service
+* Use the '''Mandatory''' option to enforce a user to pick a category before existing the form
+* If you want to ensure the user chooses a category from the lowest level of the available category tree structure, ensure the following system setting is enabled '''guest.servicemanager.request.category.request.enforceLastItem'''
 |style="width:400px"|
 [[File:pcrequestcategory.png |350px|link=]]
@@ Line 286: / Line 368: @@
 |- valign="top"
 |style="width:500px"|
-* Displays Request Catalog Items under each Service
+* The All Sites filter allows you to search for a site by name
-* If preceded by the Customer, Co-worker, or Contact Search the Service Details will only show the subscribed services for the selected person
+* If preceded by the customer / co-worker form, this will show the option to pick the site associated to the customer
-* If preceded by the Requets Type form, only the Request Catalog Items that match that type will be displayed
+* If a customer belongs to a '''Company''' internal organisational group, and that '''Company''' also has associated sites, then a '''Company''' site filter will appear and you can search for sites which are associated to the customers company.
-* Branch Options: The name of the selected service can be used in a branch node
+* If preceded by the asset form, will show the option to pick the site associated to any of the selected assets
-* Filter option by Service Category
+* Branch Options: The name of the selected site can be used in a branch node
+Options
+{{bullet1|Limit Portal Search to Name|If set to ''No'' the post code and site ID are included in the search.  If set to ''Yes'' then only the name of the site name is searched on.}}
+{{bullet1|Info Message|Add a longer descriptive message explaining to the user how to use the form}}
+{{bullet1|Hide Customer's Site|Select ''Yes'' to always have this tab hidden}}
+{{bullet1|Hide Company Sites|Select ''Yes'' to always have this tab hidden}}
+{{bullet1|Hide Asset Sites|Select ''Yes'' to always have this tab hidden}}
+{{bullet1|Hide All Sites|Select ''Yes'' to always have this tab hidden}}
+{{bullet1|Hide All Sites in Portals (if all sites option is not hidden)|Select ''Yes'' to always have the sites tab hidden when viewing on the portals}}
 |style="width:400px"|
-[[File:pcservicedetails.png |350px|link=]]
+[[File:Progressive_Capture_Select_Site2.png|350px|link=]]
 |}
 </div>
 </div>
 </div>
-<br>:* '''Service Details'''
+<br>
+:* '''Service Details'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
 ::The 'Service Details' form allows an analyst to specify a service when logging a request:
@@ Line 320: / Line 412: @@
 </div>
 <br>
+{{Infobox|[[File:CustomerSearchInfoBox.png|right|450px|link=]]Info Message Option
-==Default Progressive Capture Scripts==
+Each of the provided Intelligent Capture forms include an option to place an Info Message at the top of form.  This is a great way to provide a bit more detail about the form to the user.  The Info Message field also allows for [[Wiki Markup]] to be used which includes images! Upload an image to the Image Library and add it to your form.  Bring the forms to life and add an animated gif!}}
+{{Section|
-By default, Hornbill provide the following progressive capture flows. These can be edited, copied or deleted accordingly:
+==Default Intelligent Capture Scripts==
+|}}
+By default, Hornbill provide the following Intelligent Capture scripts. These can be edited, copied or deleted accordingly:
 <div class="mw-collapsible-content">
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px">
@@ Line 374: / Line 468: @@
 </div>
 </div>
+{{Section|
 ==Settings==
-Service Manager settings are available to configure the default Progressive Captures that are used when raising requests.
+Service Manager settings are available to configure the default Intelligent 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
+::The named Intelligent 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
+::The named Intelligent 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
+:: The named Intelligent Capture on this setting will be used
 :*'''app.itsm.progressiveCapture.newProblem'''
 ::Default when raising problems
@@ Line 391: / Line 485: @@
 :*'''app.itsm.progressiveCapture.newRelease'''
 ::Default when raising a release
+:* '''app.itsm.progressiveCapture.newRequestFromEmail'''
+::The name of the Intelligent Capture script to use when raising a request from the ''Raise New Request'' plug-in located within the email view.  The default used when this is not set is the ''New Request'' Intelligent Capture.
+|}}
+{{Section|
+== Global Variables ==
+Global variables are available throughout the Intelligent Capture workflow.  These will allow branching to be used based on these values
+:* '''Portal Type'''
+:: This global variable lets you determine the branching based on one of two entry points.  This could either be from one of the customer portals (Portals) or the main Hornbill client (Service Desk)
+:* '''Source'''
+:: This global variable lets you determine the branching of an Intelligent Capture script based on the provided sources. The options for source include Analyst, Chat, Email, Post, Request, Self Service
-[[Category:Administration]][[Category:Service Manager]]
+Personalize Intelligent Capture forms based on the logged in user.  The variables listed below can be used within the Custom Forms on the Form Prompt, Field Labels, and Field Descriptions.  Each variable is placed within a double set of curly brackets.  For example <nowiki>{{user.fName}}</nowiki>
+[[file:promptwithvariables.png|right|link=]]
+{{bullet1|user.fName|Dislpays the first name of the logged in user}}
+{{bullet1|user.lName|Displays the last name of the logged in user}}
+{{bullet1|user.accountRefUrn|Displays the URN ID of the logged in user}}
+{{bullet1|user.currentTimeZoneOffset|Displays the current time based on the user's time zone setting}}
+{{bullet1|user.userId|Displays the User ID of the logged in user}}
+{{bullet1|user.userName|Displays the full name (first and last) of the logged in user}}
+{{bullet1|user.jobTitle|Displays the job title of the logged in user}}
+{{bullet1|user.mobile|Displays the mobile phone number of the logged in user}}
+{{bullet1|user.email|Displays the email of the logged in user}}
+{{bullet1|user.phone|Displays the work phone number of the logged in user}}
+{{bullet1|user.managerName|Displays the name of the manager of the person raising the request}}
+{{bullet1|user.siteName|Displays the name of the user's site as set on their profile}}
+|}}
+-->
+[[Category:HDOC]]
+<!-- service-manager-config/customize/service-manager-capture-forms -->

Difference between revisions of "Progressive Capture Workflow"

Latest revision as of 22:43, 26 February 2024

Navigation menu

Search