Tasks

Concept Evolution can check if a similar task has already been raised on the Advanced Helpdesk by using the Duplicate Query User Preference.

Settings > User Preferences > Tasks - Duplicate Query Tab

Click to view - Duplicate Query Tab Fields and Descriptions

Field Name	Description
Automatic Duplicate Check	Check the box to turn on the Automatic Duplicate Check - If Concept Evolution finds a potential duplicate a pop up window will appear on the Advanced Helpdesk to allow the User to review the potential duplicate calls.
Review Period	Select the review period for Concept Evolution to check for duplicate calls - selecting User defined will allow the User to manually add how many days and hours Concept Evolution is to check over.
Review Criteria	Check the boxes that must match for Concept Evolution to consider a call a duplicate - both Active and Historic Tasks can be ticked, Concept Evolution will then check for Tasks in all States.

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The User defined box on the Advanced Helpdesk can be used to prompt Users with consistent Text e.g. steps for completing a call or a reminder to give out the Task ID before hanging up.

Settings > User Preferences > Tasks - User Defined Tab

Click to view - User Defined Tab Fields and Descriptions

Field Name	Description
User Defined Text	Free text field - any text entered here will be viewable from the bottom right hand corner of the Advanced Helpdesk.

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Checking the boxes on the Events Tab will cause Concept Evolution to auto insert an Event when the checked action occurs.

Settings > User Preferences > Tasks - Events Tab

Click to view - Events Tab Fields and Descriptions

Field Name	Description
Insert of Task on the Helpdesk	Check the box for Concept Evolution to auto insert an Event when a Task is logged, the associated text box will form the body message of the Event.
Insert of Time Record	Check the box for Concept Evolution to auto insert an Event when a Time Record is added to a Task, the associated text box will form the body message of the Event.
Change the Task to COMPLETE	Check the box for Concept Evolution to auto insert an Event when a Task is moved to Complete, the associated text box will form the body message of the Event.
Change Task to HISTORY	Check the box for Concept Evolution to auto insert an Event when a Task is moved to History, the associated text box will form the body message of the Event.
Task Printed	Check the box for Concept Evolution to auto insert an Event when a Task is printed, the associated text box will form the body message of the Event.

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The Task Settings options define how Tasks will appear in the Task grid (in the Task Management Menu). Tasks may be coloured based on how much time is left between now and their Due Date / Time. In addition to defining when Tasks will change colour, the frequency that this time line is checked is set here.

The Helpdesk Settings check-box defines which version of the Advanced Helpdesk will be used to display a Task when it is opened from the Tasks grid.

Settings > User Preferences > Tasks - Task Settings Tab

Click to view - Task Settings Tab Fields and Descriptions

Field Name	Description
Use Advanced Helpdesk	Check the box to open Tasks in the Advanced Helpdesk instead of the standard Helpdesk.
Show Step Questions on Save	Check the box for a pop up window to appear with any associated Instruction Steps when a Task is saved.
Prompt to take ownership of an in-owned Task	Check the box for a pop up window to appear if the User opens a task that is not currently owned.
Take ownership when creating a Task	Check the box for the User to automatically become the owner of a Task when logged.
Show filter Reporter by building option	Check the box to filter Reporters by the building selected.
Popup Task ID when Save and Close button is pressed	Check the box for a pop up window to appear containing the Task ID when the save and close icon is clicked on the Advanced Helpdesk.
Set "To Location" as "From Location" on insert	Check the box to auto populate the "from Location" with the same Location selected for the "to Location" - ISM module only
Display "To Building", "To Location", "To Department" and "Item"	Check the box for the "To Building", "To Location", "To Department" and Item fields to appear on the Advanced Helpdesk - ISM Module only.
Use Location as well as Building to filter Asset	Check the box for Concept Evolution to filter available Assets by the selected Building and the selected Location.
Default Contract	From the drop down select the required default Contract, this will cause the Contract field to auto fill, the Contract would need to be removed to log Tasks to any other Contract - ISM Module only.
Interval (Seconds)	Enter a time in seconds for the Task Grid to auto refresh - Concept Evolution will round the time up to the nearest 10 seconds.
Colour Late / Overdue Tasks	Enter hours and minutes in the red, yellow, green and blue fields to enable Concept Evolution to colour the Task Grid according to time left before breach of SLA.

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Locations with certain statuses can be blocked by a User from appearing on the Advanced Helpdesk using Location Exclusion.

Settings > User Preferences > Tasks - Location Exclusion Tab

Click to view - Location Exclusion Tab Fields and Descriptions

Fields Name	Description
All Location Status will be viewable from this Tab	Check the boxes to block Locations with this Status from the Advanced Helpdesk.

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When entering Task times into Time Records, some of the information can be completed automatically using the calculations defined in the Time Records tab of the User Preferences.

Click to view - Time Records Tab Fields and Descriptions

Field Name	Description
Contacted Date	From the drop down select the date format to auto populate the Time Record.
Scheduled Date	From the drop down select the date format to auto populate the Time Record.
Start Date	From the drop down select the date format to auto populate the Time Record.
Finish Date	From the drop down select the date format to auto populate the Time Record.
Task Logged Preference	Check the radio button to set the time a task will be logged from, on new or on save.

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If an organisation has the Advanced SLA Module installed with Concept Evolution this option allows the point in a Tasks life cycle for Task Grid colouration to be defined for SLA measurement purposes.

Settings > User Preferences > Tasks - SLA Target Tab

Click to view - SLA Target Fields and Descriptions

Field Name	Description
SLA Target Date	From the drop down select the SLA Target. Select from: Due Date Target Respond Date Target Attend Date Target Contain Date Target Fix Date Target User Defined Date

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Some users prefer to use the tab key to move around the screen, Concept Evolution allows the User the ability to dictate the Tab order of the Advanced Helpdesk.

Settings > User Preferences > Tasks - Tab Order Tab

Use the Move Up and Move Down icons to set the Tab order.