Before You Begin

• Become familiar with the Intelligent Capture designer.

Add Attachments

The Add Attachments form allows you to include files when raising a request. Multiple attachments can be added and individual descriptions can be applied to each.

• Add attachments such as screenshots while raising a request.
• Browse your local file system or drag and drop files.
• Includes description of attachment for easy reference.
• Stores attachments in the Attachments section of a request for easy access.

Assignment

The Assignment form provides options for assigning the request to a team and an individual who will own the request. You can choose to assign the request to just a team or to a team and an owner.

• Search for Team and Owner to assign the request to.
• When preceded by the Service Details Form, only teams that support that service will be displayed.
• Only visible to service desk users.
• Branch nodes that follow this will be able to use Team Name, Team ID, Analyst Name, and Analyst ID as criteria for branching.

Assets

The Asset form allows an analyst or customer to associate assets with a request. By default, all assets that are associated with the customer are shown; however, it is also possible to associate assets that are shared with the customer, or perform general searches on assets that reside at the customer site, or more widely in the system. It is possible to associate multiple assets to each request.

• View assets owned and used directly by a customer.
• View assets shared with a customer (directly or via their membership to groups or organizations the asset has been shared with).
• Search assets by site or more widely.
• Input: Following a Search Co-worker/Contact or Customer form, the assets belonging to or shared with the customer will be displayed.
• Visibility: Analysts and Customers.
• Branch Options: None.
• If this node is preceded by the Sites node, the Sites tab will be automatically filtered to only display assets located at the selected site.

Categories

The Category form will display the request category profile structure to the user. The category used will be based on the category root specified on the request type configuration on the Service details form. When a category is selected, the description of the category will be displayed to the user.

• Request Category selector.
• When preceded by the Service Details form, the category will display the configured root category for the selected service.
• Use the Mandatory option to force a user to pick a category before exiting the form.
• If you want to ensure the user chooses a category from the lowest level of the available category tree structure, ensure the following system setting is enabled: guest.servicemanager.request.category.request.enforceLastItem.

Change Type

The Change Type form allows an analyst to select the type of change request that will be raised. This form is usually only seen on the new Change capture flow:

• Select Change Type

Connections

The Connections form allows the support person to select a connected customer at the time of raising the request. This form is only used by and visible to support staff when raising the request in Service Manager when using the full client.

• Connection Search
  Search for one or more customers that you would like to add as a connection to the request.
• Connection Type
  A pick list of available connection types is available to allow you to select the type of connection being added.

Customer Search

The Customer Search form allows an analyst to select a customer for the request. This search returns both Contacts and Co-workers. This form is useful when a support team is supporting both external and internal customers.

• Search on both Contacts and Co-workers.

• Filter on Contacts or Co-workers.

• The customer’s active requests are displayed when a customer is selected.

  • The list of the customer’s requests can be filtered to only show those that the logging agent supports via the linked service: app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests. When disabled, an agent will have visibility to unsupported customer requests; this must be avoided for customers with multiple service desks (e.g. IT and HR).
  • An option to add a new Contact can be displayed on this form if the following system setting is enabled: app.itsm.progressiveCapture.customerSearch.allowAddContact

• Advanced filtering.

  • By appending one or more of the following keys, you can narrow the search to specific areas:
    • org: - this filters by Organization
    • site: - this filters by Site
    • type: - this filters by Co-Worker Type
    • tel: - this filters by the primary telephone number
    • phone: - this is a synonym for tel:
      

  Example: Joe org: ACME would return all customers named Joe from the ACME Organization
  

• Additional Display Fields
  These can be used to display selected fields within the right-hand side of the Intelligent Capture during the capture process. When one or more fields are added, the default fields will no longer be displayed. If this option is left blank, the following default fields will be displayed:

  • Job Title
  • Phone
  • E-mail
  • Mobile
  • Feedback

Contact Search

The Contact Search form provides a search option for adding a contact as the customer for the request. The search results only display contact records. Contact Search is recommended to use when only providing external support.

• Search all contacts.
• Configure fields to be displayed on the right-hand side.
• The Contact’s active Requests are displayed when a contact is resolved.
  • The list of the contact’s Requests can be filtered to only show those that the logging agent supports via the linked service: app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests. When disabled, an agent will have visibility to unsupported customer Requests; this must be avoided for customers with multiple service desks (e.g. IT and HR).
  • An option to add a new Contact can be displayed on this form if the following system setting is enabled: app.itsm.progressiveCapture.contactSearch.allowAddContact.

Co-worker Search

The Co-worker Search form provides a search option for adding a Co-worker as the customer for the request. This search results only display co-worker records and is recommended to use when only providing internal support.

• Search all Co-workers.
• Configurable field to be displayed on the right-hand side.
• The Co-worker’s active Requests are displayed when a co-worker is resolved. The list of the Co-worker’s Requests can be filtered to only show those that the logging agent supports via the linked service: app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests. When disabled, an agent will have visibility to unsupported customer Requests, this must be avoided for customers with multiple service desks (e.g. IT and HR).

Known Error Details

The Known Error Details form allows an analyst to specify the root cause and workaround details for a known error. This form is usually only seen on the new Known Error Intelligent Capture script:

• Provide the root cause and workaround details.

Organization Details

The Organization Details form allows an analyst to see additional information about the customer’s organization that is defined by a Hornbill administrator. There is no data captured in this form; it is informational only.

• Display only.
• Will display the organization of a previously selected contact.
• Recommended use after the Contact Search.
• Configurable organization fields for the right-hand side.

Release Type

The Release Type form allows an analyst to select the type of release request that will be raised. This form is usually only seen on the new Release Intelligent Capture Script:

• Select Release Type.

Request Details

The Request Details form allows an analyst to enter both a summary and a description for the request.

• Add a summary to the request.
• Add a detailed description to the request.

Request Priority

The Request Priority form allows the priority of the request to be set.

• Select the Priority for the request.

Select Site

The Select Site form allows an analyst or customer to specify a site when logging a request:

• The All Sites filter allows you to search for a site by name.
• If preceded by the customer/co-worker form, this will show the option to pick the site associated to the customer.
• If a customer belongs to a Company internal organizational group, and that Company also has associated sites, then a Company site filter will appear and you can search for sites that are associated to the customers company.
• If preceded by the asset form, it will show the option to pick the site associated to any of the assets.
• Branch Options: The name of the selected site can be used in a branch node.

Services

The Services form allows a Service Manager user to select a service when capturing information during request creation. Each service will also display their associated request catalog if available.

• Displays Request Catalog Items under each Service.
• If preceded by the Customer, Co-worker, or Contact Search, the Service Details will only show the subscribed services for the selected person.
• If preceded by the Requests Type form, only the Request Catalog Items that match that type will be displayed.
• Filter option by Service Category.
• Setting: servicemanager.progressiveCapture.servicedetails.enableSupportVisibility - restricts the view so that the list of services also only includes the services supported by the analyst.
• Setting: servicemanager.progressiveCapture.servicedetails.catalogRequired - enforces the selection of a request catalog item if one exists under a Service.