Intelligent Capture form: user-based criteria

[Will Darley]

Hello,

We're aiming to have the intelligent capture form behave a bit differently and ask slightly different questions depending on the user logging the ticket in self-service. For example the user having the criteria of job title "Site Manager", we want the workflow to route differently and ask different questions:

 

I tested this using a test account that had the job title set as Site Manager and it didn't seem to work, both when running it via the portal when logged in as that user, and when logging it from the agent-side and manually specifying the same user.

Is it possible to achieve what we are looking to do here?

 

Thanks in advance

[James Ainsworth]

Hi @Will Darley

Thanks for your post.  You should be able to achieve this.  I'll try to test your scenario, but first could you try putting Site Manager in double quotes? I believe that when the expressions are comparing a string rather than a numeric value, it needs to be in quotes (eg "Site Manager").

Let me know if that works.

[James Ainsworth]

Hi @Will Darley

Ignore my previous post.  I managed to test this and it isn't a problem with not having quotes.  When using the test tool in the Capture designer it shows the values that are available with the decision node.  Here you can see that the h_jobtitle is empty, yet I have the job title populated for the selected user.  There is a discrepancy between h_jobtitle shown here and the actual name of the field which is h_job_title.  I'm assuming at the moment that this difference in naming convention is the cause of the problem.  I'll get confirmation from the development team.

[Will Darley]

10 hours ago, James Ainsworth said:

Hi @Will Darley

Ignore my previous post.  I managed to test this and it isn't a problem with not having quotes.  When using the test tool in the Capture designer it shows the values that are available with the decision node.  Here you can see that the h_jobtitle is empty, yet I have the job title populated for the selected user.  There is a discrepancy between h_jobtitle shown here and the actual name of the field which is h_job_title.  I'm assuming at the moment that this difference in naming convention is the cause of the problem.  I'll get confirmation from the development team.

Hi James, thank you for testing and letting me know. I wasn't sure if I was just doing something wrong!

[katy_palmer]

@James Ainsworth Can you advise if this was addressed in this release https://community.hornbill.com/topic/27649-new-update-hornbill-core-ui-2277/

 

We are experiencing issues, which we believe are related to a release this morning (possibly this element?: Admin - Platform Configuration - Service Domains: translation references were all pointing to invalid string refs) 

[James Ainsworth]

Hi @katy_palmer

The above issue regarding Intelligent Capture not branching on particular criteria was only reported yesterday, so the fix will not have been included in the release.  You mentioned a problem with Service Domain translation references.  I don't think this will be related to this particular issue.  I'll have a look to see if something similar has been reported elsewhere.  

[James Ainsworth]

@katy_palmer

This item in the release notes suggests that your issue with Service Domains translations was fixed.

[Will Darley]

hi @James Ainsworth, did the developers get chance to look at this one and will it be patched in the next release?

[James Ainsworth]

Hi @Will Darley

It is currently being worked on.  It won't be in the release today.  Hopefully in the following release. I'll let you know if I get any news.

[James Ainsworth]

@Will Darley

After a bit more investigation, there are some challenges that need to be considered.  The Co-worker Search is only available to Service Manager users and not basic users on the employee portal.  As it is the Co-worker search form that passes the jobtitle to the decision node, it will always go through the no match for basic users on the portals.

We will be able to fix this so it works for the Service Manager users, but we will need to look at a different approach for users on the portal.  

[Will Darley]

Thanks for the update James. I just assumed that the co-worker search automatically filled that node as whoever was logging the ticket, if it was being logged on the portal by an end user, but your message suggests this isn't the case?

I noticed that the session>Site Name node seemed to achieve the desired affect when using the site name variable and logging it as a portal user. Could a field be added in here maybe, so something like Session->User Job Title?

 

I also noticed the Customer Search node, does this do the same thing? Could the field be added in there maybe?

 

Appreciate you looking into this one

 

[James Ainsworth]

Hi @Will Darley

I've just seen some notes that suggest that a new Session Variable for Job Title will be included in the next Hornbill Core UI release.  Keep an eye open for the release notes.

[Will Darley]

21 hours ago, James Ainsworth said:

Hi @Will Darley

I've just seen some notes that suggest that a new Session Variable for Job Title will be included in the next Hornbill Core UI release.  Keep an eye open for the release notes.

Awesome, great to hear. Thanks for letting me know James

 

[James Ainsworth]

Job title is now available as a session variable.