Difference between revisions of "Progressive Capture Workflow"

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__NOTOC__[[Main Page|Home]] > [[Administration]] > [[Workflow]] > Progressive Capture{{#ev:youtube|LrHMBnO3ohQ|400|right}}
+
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].
−
==Introduction==
 
−
Progressive Capture is a graphical workflow tool that provides a new and simple way to define the capturing of information for a particular application. An application that uses uses Progressive Capture will include a number of small forms for collecting information related to the application. These forms can be optionally added, ordered, and branched depending on the information being captured.
 
  
−
==Features==
+
[[file:hornbill-document-library.png|Service Manager Capture Forms|link=https://docs.hornbill.com/servicemanager-config/customize/service-manager-capture-forms/]]
 +
<!--
  
−
To configure progressive capture for Hornbill Service Manager:-
+
{{DISPLAYTITLE:Service Manager Intelligent Capture}}
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:# '''Use Hornbill Administration''' -  Launch  [[Administration |Hornbill Administration]]
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{{Breadcrumb|[[Main Page|Home]] > [[Administration|Configuration]] > [[Service Manager Administration |Service Manager]] > Intelligent Capture|Service Manager}}
−
:# '''Create or Change the Progressive Capture Flow ''' - Choose ''Hornbill Service Manager'' in the drop down box in the top left. Then select ''Progressive Capture'' and either select [[File:Create_new.png|80px|+Create New button]] or the flow of the existing process you want to change.
+
{{Section|
−
:# '''Edit the flow''' -  A progressive capture form (PCF) allows you to capture the individual pieces of information that you need to be able to log your request. Progressive capture flows can include one or many PCF's. There are 4 nodes you can use and lines to connect them. Available nodes are:-
+
== Introduction ==
−
:::* Start node - Every Progressive capture flow will have one of these to initiate the flow.
+
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.|
−
:::* Branch node - Allows a custom expression to alter the flow to show different PCF's.
+
{{RightBox|Key Contents|
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:::* Form node (PCF) - You can choose from a number of pre-configured small forms (in Form Properties) and place them in the sequence you need. Currently the existing data fields on the forms can't be changed.
+
:* [[#Intelligent Capture Forms|Intelligent Capture Forms]]
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:::* Customised Form - Allows you to create your own progressive capture form complete with custom fields and values. Currently listed as beta functionality and is subject to change.
+
:* [[#Default Intelligent Capture Scripts|Default Intelligent Capture Scripts]]
−
:::* End node - Every Progressive capture flow will have at least one of these to end the flow.
+
:* [[#Settings|Settings]]
 +
:* [[#Global Variables|Global Variables]]
 +
}}
 +
}}
 +
{{Section|
 +
== Intelligent Capture Forms ==
  
−
When editing a progressive capture flow, it is important to remember that there is no 'right click' anywhere on the canvas. To add a new PCF into the flow, click and hold the edge of the form that you wish to append to and drag the mouse into a blank space on the canvas before releasing. You will then be presented with a list of available nodes. To remove a link between two progressive capture forms, highlight the link and press 'delete' on your keyboard. If you are using a mac, press the backspace arrow and fn keys together.
+
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">
 +
::The 'Add Attachments' form allows you to include files when raising a request. Multiple attachments can be added and individual descriptions can be applied to each.
 +
<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"|
 +
* Add attachments such as screen shots while raising a request
 +
* Browse local file system or ''drag and drop'' file
 +
* 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: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''
  
−
::4. '''Activate the new flow''' - Activate the Progressive capture flow by selecting the Activate /In-activate button [[File:Active_or_in-active.png| 20px| activate]]  
+
:::[[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. 
−
::5. '''Execute the new Progressive Capture''' - You can bring the new flow into use by specifying the flow against the relevant Service Manager Application setting (available via Hornbill Administration):
+
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:ProCap Application Settings.PNG |800px|left|use the filter to search for the Progressive Capture Application settings]]
 
−
[[File:ProCap Initiation via the User App.png |800px|center|Each of buttons used to raise a request invokes the Progressive Capture specified in the associated Application Setting]]
 
−
<br>
 
−
::::- For '''"Raise New"''' use ''app.itsm.progressiveCapture.newRequest'' field with the new name and then save
 
−
::::- For '''"Incident"''' use ''app.itsm.progressiveCapture.newIncident'' field with the new name and then save
 
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::::- For '''"Service Request"''' use ''app.itsm.progressiveCapture.newServiceRequest'' field with the new name and then save
 
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::::- For '''"Problem"''' use ''app.itsm.progressiveCapture.newProblem'' field with the new name and then save
 
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::::- For '''"Known Error"''' use ''app.itsm.progressiveCapture.newKnownError'' field with the new name and then save
 
−
::::- For '''"Change"'''  use ''app.itsm.progressiveCapture.newChange'' field with the new name and then save
 
−
[[Category:Administration]]
 
  
 +
:* '''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' 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;">
 +
:::{|
 +
|- valign="top"
 +
|style="width:500px"|
 +
* Only the requests types that the analyst who is raising the request has rights to will be displayed
 +
* Visibility: Analysts only
 +
* Branch Options: Request Type
 +
|style="width:400px"|
 +
[[File:Progressive_Capture_Request_Types.png |350px|link=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 +
<br>
  
−
==Branches==
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:* '''Assignment'''
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
 +
::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;">
 +
:::{|
 +
|- valign="top"
 +
|style="width:500px"|
 +
* 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
 +
* 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:pcassignment.png |350px|link=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 +
<br>
  
−
In progressive capture, branches allow the workflow designer to send the analyst down different routes to potentially collect different information depending on the choices that are made on progressive capture forms. It is important to remember that a branch node will always inherit the outcomes from its parent progressive capture forms. This means that if you place a branch node after the request details form (as shown in the below screenshot), the only pieces of data that you can make a decision on are the Summary and Description fields (only 2 fields on this default form).
+
:*'''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 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;">
 +
:::{|
 +
|- valign="top"
 +
|style="width:500px"|
 +
* View Asserts owned and user directly by a customer
 +
* View Assets shared with a customer (directly or via their membership to groups or organizations the asset has been shared with)
 +
* 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''
  
−
[[File:pcf_decision1.png |800px|decision node based on request summary]]  [[File:pcf_decision2.png |500px|decision node based on request summary]] 
+
'''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"|
−
To add a custom expression to a decision node you must first connect the decision node to the next node in the flow. You can then click the linking line and define your custom expression. You can define multiple outcomes from a decision node, however you must always have at least one valid outcome, otherwise the progressive capture flow could potentially have nowhere to go which will make it error.
+
[[File:pcassets.png |350px|link=]]
−
 
+
|}
−
[[File:pcf_decision3.png |800px|multiple outcomes]]  [[File:pcf_decision4.png |800px|no match decision]]
+
</div>
−
 
+
</div>
−
==Default Forms (PCF's)==
+
</div>
−
 
+
<br>
−
Hornbill provide a number of default progressive capture forms that are available to use right out of the box. These forms are listed alphabetically below:
+
:* '''Change Type'''
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
−
:::*Add Attachments
+
::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:
−
:::*Analyst Assignment
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<div class="mw-collapsible-content">
−
:::*Analyst Request Type
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
:::*Asset Details
+
:::{|
−
:::*Change Type
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|- valign="top"
−
:::*Customer Request Type
+
|style="width:500px"|
−
:::*Customer Search
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* Select Change Type
−
:::*Known Error Details
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|style="width:400px"|
−
:::*Organisation Details
+
[[File:pcchangetype.png |350px|link=]]
−
:::*Request Category
+
|}
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:::*Request Details
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</div>
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:::*Request Priority
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</div>
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:::*Service Details
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</div>
−
 
 
−
 
 
−
===Add Attachments===
 
−
<HR>
 
−
 
 
−
The 'Add Attachments' PCF allows an analyst to add attachments when raising a request. Multiple attachments can be provided and individual descriptions can be applied to each file:
 
−
 
 
−
[[File:pcf_addAttachments_designer.png |400px|progressive capture designer]]                           [[File:pcf_addAttachments_formProperties.png |300px|form properties]] 
 
−
 
 
−
Analyst view when logging a request:
 
 
<br>
 
<br>
−
[[File:pcf_addAttachments_userApp.png |800px|user application]]
 
−
 
−
===Analyst Assignment===
 
−
<HR>
 
−
 
−
The 'Analyst Assignment' PCF allows an analyst to select the team and owner of the request. An analyst can choose to assign the request to just a team or to a team and a specified analyst:
 
−
 
−
[[File:pcf_analystAssignment_designer.png |400px|progressive capture designer]]                            [[File:pcf_analystAssignment_formProperties.png |300px|form properties]] 
 
  
−
Analyst view when logging a request:
+
:* '''Connections'''
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
 +
::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;">
 +
:::{|
 +
|- valign="top"
 +
|style="width:500px"|
 +
:* '''Connection Search'''
 +
:: 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:pcconnections.png |350px]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_analystAssignment_userApp.png |800px|user application]]
 
−
 
−
===Analyst Request Type===
 
−
<HR>
 
  
−
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:
 
  
−
[[File:pcf_analystRequestType_designer.png |400px|progressive capture designer]]                            [[File:pcf_analystRequestType_formProperties.png |300px|form properties]]  
+
:* '''Customer Search'''
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
−
Analyst view when logging a request:
+
::The 'Customer Search' form allows an analyst to select a customer for the request.  This search returns both Contacts and Co-workers.  This form is useful when the a support team is supporting both external and internal customers.
 +
<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"|
 +
* Search both Contacts and Co-workers
 +
* Filter on Contacts or Co-workers
 +
* The Customers active Requests are displayed when a customer is resolved.
 +
:* 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=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_analystRequestType_userApp.png |800px|user application]]
 
−
 
−
===Asset Details===
 
−
<HR>
 
−
 
−
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:
 
−
 
−
[[File:pcf_assetDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_assetDetails_formProperties.png |300px|form properties]] 
 
  
−
Analyst view when logging a request:
+
:* '''Contact Search'''
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
 +
::The 'Contact Search' form provides a search option for adding a contact as the customer for the request. The search results only displays contact records and is recommended to use when only providing external support.
 +
<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"|
 +
* Search all contacts
 +
* 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 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=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_assetDetails_userApp.png |800px|user application]] [[File:pcf_assetDetails2_userApp.png |800px|user application]]
 
−
 
−
===Change Type===
 
−
<HR>
 
−
 
−
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]] 
 
  
−
Analyst view when logging a request:
+
:* '''Co-worker Search'''
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
 +
::The 'Co-worker Search' form provides a search option for adding a Co-worker as the customer for the request.  This search results only displays co-worker records and is recommended to use when only providing internal support.
 +
<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"|
 +
* Search all Co-workers
 +
* 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-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=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_changeType_userApp.png |800px|user application]]
 
−
 
−
===Customer Request Type===
 
−
<HR>
 
  
−
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):
+
:*'''Known Error Details'''
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
−
[[File:pcf_customerRequestType_designer.png |400px|progressive capture designer]]                            [[File:pcf_customerRequestType_formProperties.png |300px|form properties]]  
+
::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">
−
Customer view when logging a request:
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 +
:::{|
 +
|- valign="top"
 +
|style="width:500px"|
 +
* Provide root cause and workaround details
 +
|style="width:400px"|
 +
[[File:pckedetails.png |350px|link=]]
 +
|}
 +
</div></div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_customerRequestType_userApp.png |800px|user application]]
 
  
−
===Customer Search===
+
:*'''Organisation Details'''
−
<HR>
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
−
 
+
::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.
−
The 'Customer Search' PCF allows an analyst to select a customer for the request:
+
<div class="mw-collapsible-content">
−
 
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
[[File:pcf_customerSearch_designer.png |400px|progressive capture designer]]                            [[File:pcf_customerSearch_formProperties.png |300px|form properties]]  
+
:::{|
−
 
+
|- valign="top"
−
Analyst view when logging a request:
+
|style="width:500px"|
 +
* Display only
 +
* Will display the organisation of a previously selected contact
 +
* Recommended use after the Contact Search
 +
* Configurable organization fields for the right hand side
 +
|style="width:400px"|
 +
[[File:pcorgdetails.png |350px|link=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_customerSearch_userApp.png |800px|user application]]
+
:* '''Release Type'''
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
−
===Known Error Details===
+
::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:
−
<HR>
+
<div class="mw-collapsible-content">
−
 
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
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:
+
:::{|
−
 
+
|- valign="top"
−
[[File:pcf_knownErrorDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_knownErrorDetails_formProperties.png |300px|form properties]]  
+
|style="width:500px"|
−
 
+
* Select Release Type
−
Analyst view when logging a request:
+
|style="width:400px"|
 +
[[File:Progressive_Capture_Release_Type.png|350px|link=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_knownErrorDetails_userApp.png |800px|user application]]
+
:* '''Request Category'''
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
−
===Organisation Details===
+
::The 'Request Category' form allows an analyst to specify a category when logging a request.
−
<HR>
+
<div class="mw-collapsible-content">
−
 
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
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:
+
:::{|
−
 
+
|- valign="top"
−
[[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]]
+
|style="width:500px"|
−
 
+
* Request Category selector
−
Analyst view when logging a request:
+
* 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=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_organisationDetails_userApp.png |800px|user application]]
+
:* '''Request Details'''
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
−
===Request Category===
+
::The 'Request Details' form allows an analyst to enter both a summary and a description for the request.
−
<HR>
+
<div class="mw-collapsible-content">
−
 
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
The 'Request Category' PCF allows an analyst to specify a category when logging a request.
+
:::{|
−
 
+
|- valign="top"
−
[[File:pcf_requestCategory_designer.png |400px|progressive capture designer]]                            [[File:pcf_requestCategory_formProperties.png |300px|form properties]]  
+
|style="width:500px"|
−
 
+
* Add summary to the request
−
Analyst view when logging a request:
+
* Add a detailed description to the request
 +
|style="width:400px"|
 +
[[File:pcrequestdetails.png |350px|link=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_requestCategory_userApp.png |800px|user application]]
+
:* '''Request Priority'''
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
−
===Request Details===
+
::The 'Request Priority' form allows the priority of the request to be set.
−
<HR>
+
<div class="mw-collapsible-content">
−
 
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
The 'Request Details' PCF allows an analyst to enter both a summary and a description for the request:
+
:::{|
−
 
+
|- valign="top"
−
[[File:pcf_requestDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_requestDetails_formProperties.png |300px|form properties]]  
+
|style="width:500px"|
−
 
+
* Select the Priority for the request
−
Analyst view when logging a request:
+
|style="width:400px"|
 +
[[File:pcrequestpriority.png |350px|link=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_requestDetails_userApp.png |800px|user application]]
+
:* '''Select Site'''
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:1000px">
 +
::The 'Select Site' form allows an analyst or customer to specify a site when logging a request:
  
−
===Request Priority===
+
<div class="mw-collapsible-content">
−
<HR>
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 +
:::{|
 +
|- valign="top"
 +
|style="width:500px"|
 +
* The All Sites filter allows you to search for a site by name
 +
* If preceded by the customer / co-worker form, this will show the option to pick the site associated to the customer
 +
* 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.
 +
* If preceded by the asset form, will show the option to pick the site associated to any of the selected assets
 +
* Branch Options: The name of the selected site can be used in a branch node
  
−
The 'Request Priority' PCF allows an analyst to set the priority of the request:
+
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.}}
−
[[File:pcf_requestPriority_designer.png |400px|progressive capture designer]]                            [[File:pcf_requestPriority_formProperties.png |300px|form properties]]  
+
{{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}}
−
Analyst view when logging a request:
+
{{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:Progressive_Capture_Select_Site2.png|350px|link=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_requestPriority_userApp.png |800px|user application]]
+
:* '''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:
  
−
===Service Details===
+
<div class="mw-collapsible-content">
−
<HR>
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
 
+
:::{|
−
The 'Service Details' PCF allows an analyst to specify a service when logging a request:
+
|- valign="top"
−
 
+
|style="width:500px"|
−
[[File:pcf_serviceDetails_designer.png |400px|progressive capture designer]]                            [[File:pcf_serviceDetails_formProperties.png |300px|form properties]]  
+
* Displays Request Catalog Items under each Service
−
 
+
* If preceded by the Customer, Co-worker, or Contact Search the Service Details will only show the subscribed services for the selected person
−
Analyst view when logging a request:
+
* If preceded by the Requets Type form, only the Request Catalog Items that match that type will be displayed
 +
* Branch Options: The name of the selected service can be used in a branch node
 +
* Filter option by Service Category
 +
* Setting: ''servicemanager.progressiveCapture.servicedetails.enableSupportVisibility'' - restricts the view so that the list of services also only includes the services supported by the analyst
 +
* Setting: ''servicemanager.progressiveCapture.servicedetails.catalogRequired'' - enforces the selection of a request catalog item if one exists under a Service
 +
|style="width:400px"|
 +
[[File:pcservicedetails.png |350px|link=]]
 +
|}
 +
</div>
 +
</div>
 +
</div>
 
<br>
 
<br>
−
[[File:pcf_serviceDetails_userApp.png |800px|user application]]
+
{{Infobox|[[File:CustomerSearchInfoBox.png|right|450px|link=]]Info Message Option
−
 
+
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|
−
==Default Form Configuration==
+
==Default Intelligent Capture Scripts==
−
 
+
|}}
−
When selecting a default Hornbill PCF there are two ways in which you can customise it:
+
By default, Hornbill provide the following Intelligent Capture scripts. These can be edited, copied or deleted accordingly:
−
 
+
<div class="mw-collapsible-content">
−
:# '''Mark as Mandatory''' - Setting this option to true means that a value or values will need to be provided by the analyst before they can advance to the next progressive capture form. The default setting for each form is false. Mandatory fields are indicated by the vertical red bar on the left edge of the field. If a field is required and you attempt to move to the next PCF without providing a value, you will be shown an error message.
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px">
−
 
+
:* '''New Request'''
−
[[File:pcf_mandatory_designer.png |400px|mandatory setting in the progressive capture designer]]  [[File:pcf_mandatory_userApp.png |800px|mandatory setting enforced in the user app]] 
+
<div class="mw-collapsible-content">
−
 
 
−
::2. '''Define Additional Display Fields''' - Certain PCF's have the ability to display additional information such as the Organisation Details and Customer Search forms. A Hornbill administrator can select which additional data is displayed when an analyst selects a value from the selected progressive capture form.
 
−
 
 
−
[[File:pcf_additionalDisplay_designer.png |400px|In the progressive capture designer]] [[File:pcf_additionalDisplay_userApp.png |800px|additional display fields shown in the user app]]
 
−
 
 
−
==Customised Forms ==
 
−
 
 
−
As well as standard forms, Hornbill also provide the ability to create your own custom forms. With custom forms, you can create multiple questions of different field types for analysts to answer during progressive capture. This feature is particularly useful for new starter/leaver processes as the progressive capture workflow designer is able to ask for the exact pieces of information that they require for their process.
 
−
 
 
−
[[File:pcf_customForm_designer.png |400px|In the progressive capture designer]]  [[File:pcf_customForm_formProperties.png |300px|form properties]]
 
−
 
 
−
With each custom form, it is a good idea to give it a unique form id so that you can identify the answers to your questions later on when using the Hornbill [[Business Process Workflow |Business Process Workflow]] engine. The Form Prompt is the piece of text that the user will see when they get to the custom PCF when logging a new request:
 
−
 
 
−
[[File:pcf_customForm2_formProperties.png |300px|form properties including form id and form prompt]]  [[File:pcf_customForm_userApp.png |900px|form prompt text in user app]]
 
−
 
 
−
When adding fields to custom forms, there are several configuration options to consider. You can for example, mark a field as mandatory, read only, and include it as part of the summary. There are also multiple field types to choose from including single text fields, a multi line text field, selection boxes and date/time pickers:
 
−
 
 
−
[[File:pcf_customForm3_formProperties.png |400px|form properties - static drop down selection box]]  [[File:pcf_customForm4_formProperties.png |400px|form properties - date time picker]]  [[File:pcf_customForm5_formProperties.png |400px|form properties - multi line text input]]  [[File:pcf_customForm4_userApp.png |500px|form summary in user app]]
 
−
 
 
−
Analyst view when logging a request:
 
−
 
 
−
[[File:pcf_customForm2_userApp.png |800px|Custom PCF in user app]]    [[File:pcf_customForm3_userApp.png |800px|Custom PCF in user app]]
 
−
 
 
−
==Hornbill Default Progressive Capture Flows==
 
−
 
 
−
By default, Hornbill provide the following seven progressive capture flows. These can be edited, copied or deleted accordingly:
 
−
 
 
−
::::- New Request
 
−
::::- New Self Service
 
−
::::- New Incident
 
−
::::- New Service Request
 
−
::::- New Problem
 
−
::::- New Change Request
 
−
::::- New Known Error
 
−
 
 
−
===New Request===
 
−
 
 
 
[[File:pcf_newRequest.png |600px|new request progressive capture flow]]  
 
[[File:pcf_newRequest.png |600px|new request progressive capture flow]]  
−
 
+
</div>
−
===New Self Service===
+
</div>
−
 
+
<div class="mw-collapsible-content">
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px">
 +
:* '''New Release'''
 +
<div class="mw-collapsible-content">
 +
[[File:progressive_capture_release.png |600px|new release progressive capture flow]]
 +
</div>
 +
</div><div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px">
 +
:* '''New Self Service'''
 +
<div class="mw-collapsible-content">
 
[[File:pcf_newSelfService.png |600px|new self service progressive capture flow]]  
 
[[File:pcf_newSelfService.png |600px|new self service progressive capture flow]]  
−
 
+
</div>
−
===New Incident===
+
</div>
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px">
 +
:* '''New Incident'''
 +
<div class="mw-collapsible-content">
 
[[File:pcf_newIncident.png |600px|new incident progressive capture flow]]  
 
[[File:pcf_newIncident.png |600px|new incident progressive capture flow]]  
−
 
+
</div>
−
===New Service Request===
+
</div>
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px">
 +
:* '''New Service Request'''
 +
<div class="mw-collapsible-content">
 
[[File:pcf_newServiceRequest.png |600px|new service request progressive capture flow]]  
 
[[File:pcf_newServiceRequest.png |600px|new service request progressive capture flow]]  
−
 
+
</div>
−
===New Problem===
+
</div>
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px">
 +
:* '''New Problem'''
 +
<div class="mw-collapsible-content">
 
[[File:pcf_newProblem.png |600px|new problem progressive capture flow]]  
 
[[File:pcf_newProblem.png |600px|new problem progressive capture flow]]  
−
 
+
</div>
−
===New Change Request===
+
</div>
−
 
+
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px">
 +
:* '''New Change'''
 +
<div class="mw-collapsible-content">
 
[[File:pcf_newChangeRequest.png |600px|new change request progressive capture flow]]  
 
[[File:pcf_newChangeRequest.png |600px|new change request progressive capture flow]]  
 +
</div>
 +
</div>
 +
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="See Details" style="width:1000px">
 +
:* '''New Known Error'''
 +
<div class="mw-collapsible-content">
 +
[[File:pcf_newKnownError.png |600px|new known error progressive capture flow]]
 +
</div>
 +
</div>
 +
</div>
 +
{{Section|
 +
==Settings==
 +
Service Manager settings are available to configure the default Intelligent Captures that are used when raising requests.
 +
:*'''app.itsm.progressiveCapture.newRequest'''
 +
::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 Intelligent Capture on this setting will be used when raising an Incident
 +
:*'''app.itsm.progressiveCapture.newServiceRequest'''
 +
:: The named Intelligent 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
 +
:*'''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
  
−
===New Known Error===
+
:* '''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
  
−
[[File:pcf_newKnownError.png |600px|new known error progressive capture flow]]
+
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 -->

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"