Difference between revisions of "Progressive Capture Workflow"

Latest revision as of 22:43, 26 February 2024

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

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-{{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
+[[file:hornbill-document-library.png|Service Manager Capture Forms|link=https://docs.hornbill.com/servicemanager-config/customize/service-manager-capture-forms/]]
-</div>
+<!--
-{|style="width: 100%"
-|- valign="top"
+{{DISPLAYTITLE:Service Manager Intelligent Capture}}
-|style="width:73%"|
+{{Breadcrumb|[[Main Page|Home]] > [[Administration|Configuration]] > [[Service Manager Administration |Service Manager]] > Intelligent Capture|Service Manager}}
+{{Section|
 == 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.
+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.|
-|style="width:5%"|
+{{RightBox|Key Contents|
-|
+:* [[#Intelligent Capture Forms|Intelligent Capture Forms]]
-|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|
+:* [[#Default Intelligent Capture Scripts|Default Intelligent Capture Scripts]]
+:* [[#Settings|Settings]]
+:* [[#Global Variables|Global Variables]]
+}}
+}}
+{{Section|
+== Intelligent Capture Forms ==
-== Related Articles ==
+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.|
-:* [[Progressive Capture Designer]]
+{{RightBox|Related Articles|
+:* [[Intelligent Capture Designer]]
+:* [[Customised Forms|Custom Intelligent Capture Forms]]
 :* [[Knowledge Centre]]
-|}
+}}
-{{#ev:youtube|LrHMBnO3ohQ|320|right}}
+}}
-== 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.  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.
 :* '''Add Attachments'''
 <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]] More than one Attachment Form can be included within a single Progressive Capture workflow.  Any subsequent Attachment Form needs to be set to ''Mandatory'' in order for the Progressive Capture to stop and prompt the user on that form.
+:::[[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 49: / Line 53: @@
 :* '''Analyst Request Type'''
 <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 '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 122: / Line 126: @@
 :: Select ''Yes'' to always have this tab hidden
 :* '''Select Asset Class'''
-:: Select ''Yes'' to always have this tab hidden
+:: 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 140: / 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 175: / Line 183: @@
 <br>
-:* '''Customer Request Type'''
-<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):
-<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 option for ''Something is Broken''
-* Select option for ''I need something''
-|style="width:400px"|
-[[File:pccustomerrequesttype.png |350px|link=]]
-|}
-</div>
-</div>
-</div>
-<br>
 :* '''Customer Search'''
 <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
@@ Line 266: / 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;">
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 :* '''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 progressive capture flow:
+::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;">
@@ Line 420: / 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 474: / 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 492: / Line 486: @@
 ::Default when raising a release
 :* '''app.itsm.progressiveCapture.newRequestFromEmail'''
-::The name of the progressive 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'' progressive capture.
+::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 Progressive Capture workflow.  These will allow branching to be used based on these values
+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 a Progressive Capture script based on the provided sources. The options for source include Analyst, Chat, Email, Post, Request, Self Service
+:: 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

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