Progressive Capture Workflow

Progressive capture is a new and simple way to improve the way that requests are handled. Service Manager uses progressive capture to more effectively handle incoming requests so that they can follow the appropriate process… having first gathered the required information. Progressive capture is primarily used as the first part of your Incident or Request fulfilment process and can be launched by a support analyst when they answer calls or emails, or by a co-worker when using Self Service.

This is done by one or more forms that collect the relevant information needed in the order required. If you are an administrator You can modify how the supplied progressive capture works by changing the underlying Progressive Capture Flow (PCF) to gather the data you need for your processes.

The completion of the Progressive Capture forms leads to creation of a new request and the start of a Business process workflow (if defined).

Example