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

Before You Begin

• Be familar with using Configuration
• Understand how Intelligent Capture is used
• Users require either the Admin Role or Progressive Capture Manager role to access the designer in Configuration

Nodes

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

• 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.

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 that 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.

Custom Expressions

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

• 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 which 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 UI 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 pcapture to switch too.
• 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 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

Sharing and Visibility

Intelligent capture owners will be able to view their own captures, and captures which 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 simply select 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 - 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 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 an Intelligent Capture script based on the pro.vided sources. The options for source include Analyst, Chat, Email, Post, Request, 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
  Dislpays 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.