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Intelligent Capture Designer

Intelligent Capture is a graphical workflow tool that provides a simple way to define the capturing of information. Intelligent Capture includes several types of forms for collecting information. These forms can be added, ordered, and branched depending on the information being captured.

Before You Begin

Nodes

When building a capture workflow, there are a few different nodes that are available to use when considering your design.

Intelligent Capture Nodes

  • Start
    Every capture workflow must have a Start node. This is the entry point for all capture workflows.
  • Form
    You can choose from several pre-configured forms (in Form Properties) and place them in the sequence you need.
  • Custom Form
    Allows you to create a form complete with custom fields and values.
  • Branch
    Allows a capture workflow to take alternative branches within the script based on defined expressions.
  • Switch Capture
    Allows you to link capture workflows together and seamlessly switch from one to another.
  • End
    Every capture workflow must have at least one of these to end the workflow.
  • Cancel
    The Cancel node allows the capture workflow to exit without any further processing. This behaves the same as if the user had selected the cancel button that is available when filling out a capture. The user will be returned to where the Intelligent Capture was initiated from.

Branches

The branch node allows the workflow designer to send the user down different paths to collect information based on the choices that are made on the previous forms or based on session and global variables.

Branch Form

A branch node inherits the outcomes from all of the preceding forms. For example, if you place a branch node after the Request Details form, you can branch on information held in the Summary and Description fields.

  • Each branch connector includes a Goto if statement that determines if that branch will be taken.
  • To define the Goto if statement, you must first connect the branch node to the next node in the workflow.
  • The first connector will automatically have the Goto if statement set to No Match.
  • Subsequent connectors will require a Goto if statement to be set up before the workflow can be validated.
  • Click on the connector’s label to change the Goto if statement.
  • There must always be a valid Goto if statement for all possible outcomes, otherwise the capture could potentially have nowhere to go and result in an error. It is recommended to always have a Goto if statement on one of the branches set to No Match.

Tip

There is a maximum of three branches on a branch node. Additional branching can be achieved by daisy-chaining more than one branch node.

Custom Expressions

Custom Expressions allow you to define a Goto if statement based on the preceding nodes’ outcomes, global variables, or session variables.

Custom Expression

  • You can use outcome values from any form that has been used in the capture workflow before the branch form.
  • You can branch on a global variable, such as where the capture is being used. For example, if it is being used by a support user in the user app, you may want to branch to different forms compared to if the same capture was being used by a user or contact on either the employee or customer portals.
  • You can use session variables that take into consideration information about the user who is using the capture.

Switch Capture

The Switch Capture node provides the ability to seamlessly move to or link capture workflows together. One example of where this may be useful is in Service Manager when choosing a Request Catalog item from the Services capture form; the switch process can be used to switch to the capture flow that is assigned to the chosen request catalog item.

Using this node replaces the previous behavior of jumping from an initial capture workflow to another, and in essence, any forms used in both are evaluated and re-used when jumping. It also removes the need to evaluate which forms in the second capture workflow to use, and any issues associated with capture forms being skipped.

Using this node will in effect continue from the initial capture workflow, into the next capture workflow rather than replace it. This means it does not need to evaluate which forms to skip, it simply ignores any forms already used in the initial capture.

Advantages of using the Switch Capture Node

  • When switching processes, the user experience for the analyst is smooth as you are linking one process to another, not replacing one with another.
  • The ability to return to the forms in the initial process capture flow, once you have switched or linked to a second process capture flow in order to change choices or even change which capture to switch to.
  • You don’t need to include the same forms in both captures. For example, the Customer Search form could just be used in the initial capture, and removed from the catalog item capture (if it already exists, it will be ignored).

Example

Following the use of the Services Details form, you may include a Branch node and have two outcomes:

  1. Using a Custom Expression, perform a check to see if 'Service details -> catalogProgressiveCaptureId Is Set (if a request catalog item has been selected) from here link to the Switch Capture node.
  2. Using another Custom Expression, perform the same check but set this one to Is Not Set (a service rather than a request catalog item has been selected) and build your logic accordingly. Equally, you could define multiple other outcomes from this branch node to reflect the different service choices and paths you wish to take.

On the Switch Capture node, you can configure this to link to a specific new process or use a Variable to link to the capture linked to the request catalog item that has been chosen. In this example, this is what we will do and the Variable to use would be Service details -> catalogProgressiveCaptureId

Tip

With the introduction of the Switch Capture option, the behavior will alter slightly on the Services Details form, in as much as the user will now have to click Next if they are selecting either the Service or the Request Catalog Item in order to progress the capture workflow. Previously, if a Request Catalog Item was chosen, the capture would immediately progress without the need to click Next.

Sharing and Visibility

Intelligent Capture owners will be able to view their own captures, and captures that have been shared with them from the capture workflow list.

When creating or editing a capture, it is possible via the Manage Process Settings and Grant Access To option to share your process with:

  • Roles
  • Users
  • Groups

It is possible to share captures with multiple users, roles, and groups. Once a capture has been shared, the user will be able to view the capture from the Intelligent Capture list.

To remove visibility to a specific User, Role, or Group, click Delete (the trash can icon) next to the item you wish to stop sharing the capture with.

To enforce the above sharing and visibility controls, ensure the system setting security.bpm_access_controls.enabled is set to ON from the Platform Configuration.

Intelligent Capture Options

Each capture workflow has a number of configuration options:

  • Download
    Download the definition file. It downloads to a .txt file a copy of the current capture workflow.
  • Upload
    Upload a pcf.txt file to the capture workflow. This will replace the current capture workflow content.
  • Print
    Print out a document that provides a graphical representation of the capture workflow.
  • Save (Validate, Activate, De-activate)
    After the creation or editing of a capture workflow, your workflow needs to be saved and then activated to make it available for use. Any capture workflow that you wish to keep but do not have available for use can be deactivated.

Global Variables

Global variables are available throughout the Intelligent Capture workflow. These allow branching to be used based on the following 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 an Intelligent Capture script based on the provided sources. The options for source include Analyst, Chat, Email, Post, Request, and Self Service.

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: {{user.fName}}.

  • user.fName
    Displays the first name of the logged-in user.
  • user.lName
    Displays the last name of the logged-in user.
  • user.accountRefUrn
    Displays the URN ID of the logged-in user.
  • user.currentTimeZoneOffset
    Displays the current time based on the user’s time zone setting.
  • user.userId
    Displays the User ID of the logged-in user.
  • user.userName
    Displays the full name (first and last) of the logged-in user.
  • user.jobTitle
    Displays the job title of the logged-in user.
  • user.mobile
    Displays the mobile phone number of the logged-in user.
  • user.email
    Displays the email of the logged-in user.
  • user.phone
    Displays the work phone number of the logged-in user.
  • user.managerName
    Displays the name of the manager of the person raising the request.
  • user.siteName
    Displays the name of the user’s site as set on their profile.
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