Automatic Case Creation based on a Self-Service Interact Form
In this article we show you how to easily map fields from an Interact form to fields in WorkZone, so that cases are created automatically populated with relevant data based on a self-service form submission.
This article is the first in a series of six that will be released over the coming weeks. The articles will describe an example of how to digitize a complete business process using the configuration tools you have at your disposal in KMD WorkZone.
In the article Increase Efficiency by Digitizing Business Processes Incrementally we gave a brief overview of what you can do with the different tools that WorkZone puts at your disposal. In this series, we will dive a little deeper and show you, how you do this. The goal is to show you, just how much you can automate through the right configuration of Interact and WorkZone with case activities as one of the important tools to achieve this automation.
So, in this first article and video we will look at setting up a self-service form to be hosted online. The form is an application form to raise the flag of another nation in this country (Denmark). We have prepared the form itself already and will show you how to map fields from the form so that, as soon as the form is submitted by the user, a new case is created in KMD WorkZone.
The form is set up with two pages. One, where we gather personal data from the applicant and a second page, where the applicant provides information about the event where the flag of another nation will be raised. For simplicity, we have left out the login process from which we would potentially gather parts of the personal information of the applicant. Instead we have hard-coded the name and personal ID number of the person applying. This gives you a chance to have a look at the form and potentially submit an application to our demo system. You find the form here.
Figure 1 shows the first page of the form (1: the form navigation menu, 2: the form content and 3: navigate to the next page)
Once the applicant has filled in all the required fields on both pages, the summary page will present all the data provided. This gives the user a chance to review the information before submitting the application.
Figure 2: The top and bottom of the summary page displayed to the user before the application is submitted.
How the form itself is set up, may be a topic for a future article (but you can have a look here at the documentation for Interact or check out the Interact community (where the content is in Norwegian though - Interact is developed by our Norwegian partner, ACOS).
Once you have the form set up, it is time to map the content of the different fields from the form to corresponding fields in WorkZone, so that you get the data transferred in a structured manner in order to minimize manual data transformation tasks in WorkZone.
This is done through the Interact desktop client on the Data Transfer tab of the form. But before you can set up the mapping for the specific form in question, you need to configure the connection to the WorkZone OData API, if this has not already been set up for your environment. We will talk a little bit more about this in the next article, where we set up the workflow on the WorkZone-side. For now, just understand that Interact needs to know where to find the Interact-specific OData-endpoint as well as what credentials to use to retrieve data from this endpoint.
Figure 3: To set up the connection to OData, go to settings, select the Integration tab, scroll down to the OData section and provide the required login details (if you need to set this up in your environment but are uncertain about the exact details, please contact our support team).
With the connection details for OData are in place, we are ready to map the fields from the form to WorkZone. However, it is much easier to show you how this is done than it is to describe it and therefor I have prepared this little video.
To sum up, what we did in the video:
- We went to the data transfer tab and ticked off the box to activate delivery.
- We then chose the OData entity that we wanted to map fields to (in this simple form that was only the Cases entity)
- We identified the WorkZone-fields from the Cases entity that we wanted data mapped to.
- For some fields we provided static data because these fields should always be filled with the same data, whenever this type of form is submitted.
- For other fields we mapped them to the fields of the form by first putting the cursor in the correct field in the panel on the right and then ctrl-clicking on the form field in the middle panel.
That is basically what we wanted to cover in this article. In the next one, we will focus on setting up the Interact service workflow in KMD WorkZone so that each new submission will result in a new KMD WorkZone case.
This is what we will cover in the different articles:
- Mapping input from an Interact form to fields in WorkZone (this article)
- The Interact service workflow – how you connect Interact and your WorkZone backend
- Using the case monitor to automatically initiate case management
- Setting up a DCR graph as the basis for a WorkZone case activity list
- The connection between the DCR Designer and WorkZone
- A summary article where we recap how all the different elements work in unison
For now, I will leave you with some useful links to the relevant documentation:
Mapping fields in Interact forms to data
Mandatory fields and dependencies (to understand what you always need to map and how some different WorkZone entities have dependencies between each other)