Difference between revisions of "Progressive Capture Workflow"
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− | {{DISPLAYTITLE:Service Manager | + | 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]. |
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− | + | [[file:hornbill-document-library.png|Service Manager Capture Forms|link=https://docs.hornbill.com/servicemanager-config/customize/service-manager-capture-forms/]] | |
− | + | <!-- | |
− | { | + | |
− | + | {{DISPLAYTITLE:Service Manager Intelligent Capture}} | |
− | + | {{Breadcrumb|[[Main Page|Home]] > [[Administration|Configuration]] > [[Service Manager Administration |Service Manager]] > Intelligent Capture|Service Manager}} | |
+ | {{Section| | ||
== Introduction == | == 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]] | :* [[Knowledge Centre]] | ||
− | + | }} | |
− | + | }} | |
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:* '''Add Attachments''' | :* '''Add Attachments''' | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px"> | ||
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:::[[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]] 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 | + | :::[[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> | ||
</div> | </div> | ||
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:* '''Analyst Request Type''' | :* '''Analyst Request Type''' | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px"> | <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' | + | ::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 class="mw-collapsible-content"> | ||
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"> | ||
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:* '''Select Asset Status''' | :* '''Select Asset Status''' | ||
:: On the Asset Search, set the ''Asset Status'' to be searched | :: 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''' | :* '''Asset Search Term''' | ||
:: On the Asset Search, set a default ''Search Term'' to be searched | :: On the Asset Search, set a default ''Search Term'' to be searched | ||
:* '''Select Asset Search Type''' | :* '''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'' | :: 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"| | |style="width:400px"| | ||
[[File:pcassets.png |350px|link=]] | [[File:pcassets.png |350px|link=]] | ||
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:* '''Change Type''' | :* '''Change Type''' | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px"> | <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 | + | ::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 class="mw-collapsible-content"> | ||
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"> | ||
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<br> | <br> | ||
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:* '''Customer Search''' | :* '''Customer Search''' | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px"> | ||
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:*'''Known Error Details''' | :*'''Known Error Details''' | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px"> | <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 | + | ::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 class="mw-collapsible-content"> | ||
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"> | ||
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:* '''Release Type''' | :* '''Release Type''' | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px"> | <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 | + | ::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 class="mw-collapsible-content"> | ||
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;"> | ||
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</div> | </div> | ||
<br> | <br> | ||
− | + | {{Infobox|[[File:CustomerSearchInfoBox.png|right|450px|link=]]Info Message Option | |
− | ==Default | + | 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 | + | ==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-content"> | ||
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px"> | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px"> | ||
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</div> | </div> | ||
</div> | </div> | ||
− | + | {{Section| | |
==Settings== | ==Settings== | ||
− | Service Manager settings are available to configure the default | + | Service Manager settings are available to configure the default Intelligent Captures that are used when raising requests. |
:*'''app.itsm.progressiveCapture.newRequest''' | :*'''app.itsm.progressiveCapture.newRequest''' | ||
− | ::The named | + | ::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''' | :*'''app.itsm.progressiveCapture.newIncident''' | ||
− | ::The named | + | ::The named Intelligent Capture on this setting will be used when raising an Incident |
:*'''app.itsm.progressiveCapture.newServiceRequest''' | :*'''app.itsm.progressiveCapture.newServiceRequest''' | ||
− | :: The named | + | :: The named Intelligent Capture on this setting will be used |
:*'''app.itsm.progressiveCapture.newProblem''' | :*'''app.itsm.progressiveCapture.newProblem''' | ||
::Default when raising problems | ::Default when raising problems | ||
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::Default when raising a release | ::Default when raising a release | ||
:* '''app.itsm.progressiveCapture.newRequestFromEmail''' | :* '''app.itsm.progressiveCapture.newRequestFromEmail''' | ||
− | ::The name of the | + | ::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 == | ||
− | Global variables are available throughout the | + | Global variables are available throughout the Intelligent Capture workflow. These will allow branching to be used based on these values |
:* '''Portal Type''' | :* '''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) | :: 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''' | :* '''Source''' | ||
− | :: This global variable lets you determine the branching of | + | :: 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 |
− | |||
− | |||
+ | 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.fName|Dislpays the first name of the logged in user}} | ||
{{bullet1|user.lName|Displays the last name of the logged in user}} | {{bullet1|user.lName|Displays the last name of the logged in user}} | ||
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{{bullet1|user.email|Displays the email 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.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}} | |
− | [[Category: | + | {{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 --> |
Latest revision as of 22:43, 26 February 2024
This document can now be found at its new location in the Hornbill Document Library.