Advanced Helpdesk

Concept Evolution provides two Helpdesk windows; the standard Helpdesk and Advanced Helpdesk. The additional options provided by the Advanced Helpdesk allows the User to log a call and manage the Task through its full life. The Advanced Helpdesk screen is also used to manage PPM (Planned Maintenance) Tasks.

Task Management > Advanced Helpdesk

The link will open the Advanced Helpdesk.

Click to view - Advanced Helpdesk Fields and Descriptions

Field Name	Description
Reporter	The name of the person reporting the Breakdown - this field will form a drop down linked to the Contacts, the information can also be free typed.
Phone	The phone number of the person logging the Breakdown - if a reporter has been picked from the Contacts List this field may pre-fill, the information can also be free typed.
Email	The Email address of the person reporting the Breakdown - if a reporter has been picked from the Contacts List this field may pre-fill, the information can also be free typed.
Req. ID	Free text fields that can be used for a customer reference.
Building	From the drop down select the Building where the Breakdown has occurred - if a Reporter has been picked from the Contacts List this field may pre-fill - for more information see Building Register
Department	From the drop down select the Department that the Reporter is part of - if a Reporter has been picked from the Contacts List this field may pre-fill - for more information see Departments
Location	From the drop down select the Location where the Breakdown has occurred - this list will be filtered by the Building selected, if a Reporter has been picked from the Contacts List this field may pre-fill - for more information see Location Register.
Category	From the drop down select the Task Category
Priority	From the drop down select the Priority
Discipline	From the drop down select the Discipline
Contract	From the drop down select the Contract - this will be filtered by the Category, Priority and Building selected, for more information see Contracts
LoC	From the drop down select the Level Of Completion (Level of Completion) for the Task.
Problem	Either select a problem code from the drop down list or free type a short description of the Task. If using the drop down, selecting the problem code first will auto populate the Category, Priority, Discipline and Contract (dependant on Contract Views). If any or all of these have been pre selected the list of available problem codes will be filtered.
Description	The a longer description of the Task.
Notes (Tab)	Notes about the Task.
Fault Code	From the drop down select the Fault Code for the Task - for more information see Fault Codes.
Serv. Type	From the drop down select the Service type for the Task - the default value is "Non Service Call"
Cost Centre	From the drop down select the Cost Centre for the Task - this will be filtered by the selected Contract and Asset -for more information see Cost Centres.
Cost Code	From the drop down select the Cost Code for the Task - this will be filtered by the selected Cost Centre - for more information see Cost Codes.
Asset Code	From the drop down select the Asset that has broken down, this will be filtered by the Building, Cost Centre and Location (Location will on be filtered if the Tasks have been turned on).
Asset Description	Auto populated by the selection of the Asset.
H & S	Check the box if the Task is related to health and safety.
Source	From the drop down select the Caller Source.
Lock Status	From the drop down select the Task Lock Status of the Task - the default state is "Not Applied".
Raised	Auto populated with the date the Task was raised - this can be manually altered to reflect a Task that should have been raised in the past.
Due By	The date the Task is due by according to its SLA (Service Level Agreement) - this can be manually altered but must then be locked by clicking .
Authorised	Auto populated with the date the Task was authorised - Authorisation module must be in use otherwise this will pre-fill with the date the task was logged.
Scheduled	Enter a date for when the Task is scheduled to be completed.
Respond	Auto populated with the respond (time it takes to assign the first Resource) SLA.
Attend	Auto populated with the attend (earliest start time on time records) SLA.
Contain	Auto populated with the contain (earliest Contain time on Time Records) SLA.
Finished	Auto populated with Finish SLA - On completion Concept Evolution will reference either the time the Task was moved to Complete or the latest finish time on the Time Records when the Task was moved to Complete (Depending on how the Contract is set up will depend which of these times Concept Evolution references) .
User	Auto populated with the user defined SLA.
Task Seq	The Task sequence number.
Logged by	The User who logged the Task.
Authorised By	The User who Authorised the Task - Authorisation module must be in use otherwise this will pre populate with the User who logged the Task.
Class	The Class of the Task - Breakdown, PPM, Project or Scheduled Task.
Invoiced	Auto populated to indicate if the Task has been invoiced - Invoice Module required.
Compliance	From the drop down select the Compliance Type - if Instruction Sets are being used in the problem code this may auto populate, for more information see Compliance Types.
User Defined	From the drop down select from the User Defined Lookup list.

Complete the fields and click Save .

Note: Not all fields on the Advanced Helpdesk may need to be populated when first logging the Task, as long as the User is on the General sub menu, many of these options can be altered as required.

Once the Advanced Helpdesk has been completed and saved a sub navigation will appear to allow additional entities to be assigned / created.

Advanced Helpdesk Sub Navigations

Advanced Helpdesk Icons

Icon	Feature	Description
	Recalculate Costs and Time	Click the Icon to recalculate a draft Invoice with updated Costs and Time - Sales Invoicing Module required.
	Work Permit	Click to raise a Work Permit against the Task - for more information see Work Permits.
	Authorise Task	Click to authorise a Task.
	Mark Task as Active	Click to move the Task back to Active / Assigned - all Resources must be deleted from the Task for the Task to return to status of Active.
	Mark Task as Complete	Click to move the Tasks status to Complete.
	Sign Task off to History	Click to move the Tasks status to History.
	Cancel Task	Click to Cancel the Task Note: The capability to restore Cancelled Tasks was added in Version 4.4.7
	Bulk Copy Task	Click to create multiple copies of the Task.
	Pause Task	Click to Pause the Task - ISM Module only.
	Restart Task	Click to Restart the Task - ISM Module only.
	Return Route Task	Click to book a Return Route portering Task - ISM Module only.
	User Preferences	Click to access ISM User Preferences - ISM Module only.
	Resource On / Off Duty	Click to log Resources on / off duty - ISM Module only.
	Take Ownership	Click to become the Owner of a Task