Progressive Capture Workflow

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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

To configure progressive capture for Hornbill Service Manager:-

1. Use Hornbill Administration - Launch Hornbill Administration
2. 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 or the flow of the existing process you want to change.
3. 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:-

• Start node - Every Progressive capture flow will have one of these to initiate the flow.
• Branch node - Allows a custom expression to alter the flow to show different PCF's.
• 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.
• 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.
• End node - Every Progressive capture flow will have at least one of these to end the flow.

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.

4. Activate the new flow - Activate the Progressive capture flow by selecting the Activate /In-activate button

5. Execute the new Progressive Capture - You can bring the new flow into use by changing the relevant setting (Settings then Application) in the Hornbill Service Manager application.

- For Raise New use app.itsm.progressiveCapture.newRequest field with the new name and then save

- For Incidents use app.itsm.progressiveCapture.newIncident field with the new name and then save

- For Service Requests use app.itsm.progressiveCapture.newServiceRequest field with the new name and then save

- For Problems use app.itsm.progressiveCapture.newProblem field with the new name and then save

- For Known Errors use app.itsm.progressiveCapture.newKnownError field with the new name and then save

- For Changes use app.itsm.progressiveCapture.newChange field with the new name and then save

Default Forms (PCF's)

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:

• Add Attachments
• Analyst Assignment
• Analyst Request Type
• Asset Details
• Change Type
• Customer Request Type
• Customer Search
• Known Error Details
• Organisation Details
• Request Category
• Request Details
• Request Priority
• Service Details

Add Attachments

The 'Add Attachments' form allows you to add attachments when raising a request. Multiple attachments can be provided and individual descriptions can be applied to each file: