Difference between revisions of "Progressive Capture Workflow"

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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/]]
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{{DISPLAYTITLE:Service Manager Intelligent Capture}}
 
{{DISPLAYTITLE:Service Manager Intelligent Capture}}
 
{{Breadcrumb|[[Main Page|Home]] > [[Administration|Configuration]] > [[Service Manager Administration |Service Manager]] > Intelligent Capture|Service Manager}}
 
{{Breadcrumb|[[Main Page|Home]] > [[Administration|Configuration]] > [[Service Manager Administration |Service Manager]] > Intelligent Capture|Service Manager}}
 
{{Section|
 
{{Section|
 
== Introduction ==
 
== Introduction ==
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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 [[Progressive Capture Designer|Intelligent Capture Designer]], the provided default Intelligent Capture Scripts, and some of the available advanced settings.|
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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|
 
{{RightBox|Key Contents|
 
:* [[#Intelligent Capture Forms|Intelligent Capture Forms]]
 
:* [[#Intelligent Capture Forms|Intelligent Capture Forms]]
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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.|  
 
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|
 
{{RightBox|Related Articles|
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:* [[Progressive Capture Designer|Intelligent Capture Designer]]
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:* [[Intelligent Capture Designer]]
 
:* [[Customised Forms|Custom Intelligent Capture Forms]]
 
:* [[Customised Forms|Custom Intelligent Capture Forms]]
 
:* [[Knowledge Centre]]
 
:* [[Knowledge Centre]]
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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">
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::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.
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::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 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''
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'''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">
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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:
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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 capture flow:
 
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<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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:* '''Customer Request Type'''
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
 
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::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' Intelligent Capture script 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):
 
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 
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:::{|
 
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|- valign="top"
 
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|style="width:500px"|
 
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* Select option for ''Something is Broken''
 
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* Select option for ''I need something''
 
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|style="width:400px"|
 
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[[File:pccustomerrequesttype.png |350px|link=]]
 
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|}
 
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</div>
 
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</div>
 
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</div>
 
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<br>
 
 
:* '''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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<br>
 
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{{Infobox|[[File:CustomerSearchInfoBox.png|right|450px|link=]]Info Message Option
 
{{Infobox|[[File:CustomerSearchInfoBox.png|right|450px|link=]]Info Message Option
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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 annimated gif!}}
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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|
 
{{Section|
 
==Default Intelligent Capture Scripts==
 
==Default Intelligent Capture Scripts==
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{{bullet1|user.siteName|Displays the name of the user's site as set on their profile}}
 
{{bullet1|user.siteName|Displays the name of the user's site as set on their profile}}
 
|}}
 
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[[Category:Administration]][[Category:Service Manager]]
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Latest revision as of 22:43, 26 February 2024

This document can now be found at its new location in the Hornbill Document Library.

Service Manager Capture Forms

Retrieved from "https://wiki.hornbill.com/index.php?title=Progressive_Capture_Workflow&oldid=31990"