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Helpdesk

Concept Evolution provides two Helpdesk windows; the standard Helpdesk and Advanced Helpdesk. The Helpdesk provides all the basic functionality required for logging a Helpdesk call.

Task Management > Helpdesk

The link will open a pop up window containing the Helpdesk.

Click to view - 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, however the information can 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-filled, however the information can 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-filled, however the information can 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 is occurring - 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 is occurring - 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 Breakdown.
Problem	Free type the short description of the Breakdown.
H & S	Check the box if the Breakdown is a Health and Safety Task.
Description (Tab)	Enter the long description of the Breakdown.
Notes (Tab)	Enter relevant Notes for the Breakdown.
SLA	The SLA (Service Level Agreement) bar shows a visual indication as to how long before the Breakdown breaches its SLA.
Actual	The Actual section of the Helpdesk show what time certain things occurred on the Breakdown. Raised - the time the Breakdown was raised. Respond - the time the first Resource was assigned to the Breakdown. Attend - the earliest start time on the Time Records. Contain - the earliest containment time entered against a Time Record. Finish - 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) .
Events	The Events section of the Helpdesk will show a quick view of any Events that have been applied to the Breakdown.

Complete the fields and click Save . Once the Helpdesk header has been completed and additional Icons will appear to allow additional actions to the Task.

Helpdesk Additional Icons

Icon	Feature	Description
	Job Card	Click to print the Job Card.
	Mark Task as Complete	Click to move the Tasks status to Complete.
	Sign off Task to History	Click to move the Tasks status to History.
	Mark Task as Active	Click to move the Task back to Active - all Resources must be removed from this action to occur.
	Cancel Task	Click to Cancel the Task - cancelled tasks cannot be reinstated. 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.
	Take Ownership	Click to take ownership of the Task.