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Using Intelligent Capture

Intelligent Capture allows you to configure what information is collected or captured when a request is being manually raised. This may consist of a single question or a collection of questions that are presented to a user. The captured information can help with the fulfillment of the request.

Capture Question

Intelligent Capture scripts are initiated from the different locations where a new request can be raised. This might be a support person raising a new request from their request list or a customer raising a request on a self-service portal.

Topics Covered

  • Where Intelligent Capture scripts are used.
  • Advanced settings.

Before You Begin

Request List

When raising a request from the Request List, a capture script can be used to help guide the user through the collection of information that is required to submit the new request.

The Raise New option, located at the top right of the Request List, is split into two functional areas.

Raise New Request

  • Raise New
    Clicking on the main button labeled Raise New will initiate an Intelligent Capture that is not specific to any request type. When the service desk receives a phone call, they can click on this button to immediately follow a capture script that presents them with questions to help determine the type of request and who it should be assigned to. The Raise New button uses the capture that is specified in the following setting:
    • New Request
      app.itsm.progressiveCapture.newRequest
  • Request Types
    Clicking on the down-arrow shows a list of available request types that the user has the right to raise. These can be used when a user knows the type of request that they want to raise. Specify the Intelligent Capture for each request type using its associated setting:
    • New Incident
      app.itsm.progressiveCapture.newIncident
    • New Service Request
      app.itsm.progressiveCapture.newServiceRequest
    • New Problem
      app.itsm.progressiveCapture.newProblem
    • New Known Error
      app.itsm.progressiveCapture.newKnownError
    • New Change
      app.itsm.progressiveCapture.newChange
    • New Release
      app.itsm.progressiveCapture.newRelease

The Raise New button can also be configured to only show one of the above options. This can be helpful in reducing the overhead of managing multiple Intelligent Capture scripts.

  • Hide
    Turn the setting app.request.raiseNew.hide to ON to hide the generic Raise New option and always have the user select a specific request type. Individual Intelligent Captures can be managed for each request type and remove the need to manage a generic Intelligent Capture script for the Raise New option.
  • Limit
    Turn the setting app.request.raiseNew.limit to ON to only allow the Raise New option and remove the ability for a user to select a specific request type. This removes the need to manage multiple Intelligent Capture scripts per request type. The request type can be determined by using the Request Type form or by selecting a Request Catalog Item on the Services form.

Email

From the Email View, a new request can be manually raised from an email. Clicking on Raise Request from the More button will by default initiate the Intelligent Capture specified in the app.itsm.progressiveCapture.newRequest setting. This is the same capture used by the Raise New button on the request list.

Raise Request

Tip

If you need an alternative capture script when raising requests from an email, use the setting app.itsm.progressiveCapture.newRequestFromEmail to specify the capture script to use.

Employee and Customer Portals

Each service that is available to a user or contact on the portals has a request catalog that can include several request models. Each request model can have an associated Intelligent Capture that is used to collect information specific to that request.

Request Model

Tip

Some capture forms are hidden from users on the portals. For example, the Services Form is not presented to the user because they are already raising the request from the Service and this is automatically captured. See the Service Manager Forms documentation for more information on the visibility of each individual form.

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