Task Appointments

Available from 5.5.0.0

An Appointment is a new MRI Evolution entity that defines an intention to visit a specific Building at a specific Date and Time to carry out one or more Tasks.

Appointments can be enabled and disabled on a per Contract basis.

In MRI Evolution, Appointments are created in the Advanced Helpdesk.

Appointment details are arranged and agreed with end customers. This is most suitable for scenarios where the location of the Task is a place of residence but it can be any area where Resource(s) need to be granted access to the facility in order to carry out the work.

The main difference between an Appointment and a normal Time Record is that the Appointment creates an agreed window during which the Resource is expected to arrive.

Task Management > Task Appointments > Appointment Visits

The link will open the Appointment Visits page.

Task Appointments - Details Tab

Field Name Description
Appointment Details  
Summary A free type field populated with the Summary description provided when the Appointment Request was created.
Appointment Type The Appointment Type of the Appointment can be changed here.
Date Created Read only field displaying the date/time the Appointment was created.
Building From the drop down select the Building where the Appointment will occur.
Created By Read only field displaying the user's name that created the Appointment.
Arrival Window Start The Resource's Arrival Window start date/time for the Appointment
Estimated Travel Time

The Resource's estimated travel time to the Appointment

This field will be automatically populated with the Estimated Travel time value entered against a Time Record, if the Appointment's status is 'Requested' at the time of saving the estimated travel time
Arrival Window End The Resource's Arrival Window end date/time for the Appointment
Estimated Duration

The estimated duration of the Appointment

This field will be automatically populated with either:

  • the Estimated Time value entered against a Time Record, if the Appointment's status is 'Requested' at the time of saving the estimated travel time

if not provided
Planned Start Date

Set the Resource's Planned start date/time of the Appointment

This field will be automatically populated with the Scheduled Date value entered against a Time Record, if the Appointment's status is 'Requested' at the time of saving the Scheduled Date
Estimated Break Time Set the estimated break time during the Appointment
Original Appointment If the Appointment has been rescheduled for any reason, this field will display the Summary value from the original Appointment in the new Appointment
Value Free type decimal field to enter the monetary value of the Appointment
Request Details  
Request Read only field displaying summary details of the linked Request
Contact

Read only field displaying the Contact that created the Request
Day Preference Read only field displaying the Calendar Day preference defined for the Request
Session Preference Read only field displaying the Calendar Session preference defined for the Request
Plan only in preferred times Read only checkbox to inform the user that the Request must be planned to occur during the Contact's preferred time frame
Contact Preference Read only field displaying the preferred Contact Methods defined for the Request
Request Work Summary  
Task ID Read only field displaying the Task Id and Description of the linked Task
Source Read only field displaying where the Request was instigated, such as MRI Evolution
Number of Tasks

A read only sum of the number of Tasks linked to the Request of this Appointment Visit.
Total Est Time A read only sum of the estimated time of the Tasks linked to the Request of this Appointment Visit.

Tasks Appointments - Progress Tab

Field Name Description
Confirmation and Despatch  
Date Confirmed Read only field displaying the date/time the Appointment's status was changed to Confirmed
Confirmed By Read only field displaying the user's name that changed the Appointment's status to Confirmed
Date Despatched Read only field displaying the date/time the Appointment's status was changed to Despatched
Despatched By Read only field displaying the user's name that changed the Appointment's status to Despatched
Pre-Attendance Progress  
Travel Started

Date/time field to either:

  • manually set the time the Resource began travelling to the Appointment
  • display the time a user changes the Appointment's status to Travelling
  • display the time populated when a Resource updates their Evolution Go device to indicate they have begun travelling to the Appointment
Estimated Arrival

Date/time field to set or update the Resource's estimated time of arrival at the Appointment

This field will be automatically populated with the Scheduled Date value entered against a Time Record, if the Appointment's status is 'Requested' at the time of saving the Scheduled Date
On-Site Progress  
Arrival Date

Date/time field to either:

  • manually set the time the Resource arrived at the Appointment
  • display the time a user changes the Appointment's status to Arrived
  • display the time populated when a Resource updates their Evolution Go device to indicate they have arrived at the Appointment
Actual Travel Time

Time field to manually set the actual travel time for the Resource to arrive at the Appointment
Estimated Completion

Date/time field to either:

  • manually set the time the Resource expects to complete the Appointment
  • display the time populated when a Resource updates their Evolution Go device with the time the Resource expects to complete the Appointment
Completion Date

Date/time field to either:

  • manually set the time the Resource completed the Appointment
  • display the time populated when a Resource updates their Evolution Go device with the time the Resource completed the Appointment
Resolution Dropdown to select the appropriate Appointment Visit Resolution for the Appointment
Revisit Required

Dropdown to select the most appropriate value from:

  • Not Required
  • Agreed Revisit
  • New Appointment Required - Someone Else
  • New Appointment Required - Same Resource
Proposed Revisit Date Date/time field to set a proposed revisit date. The field is disabled if the Revisit Required value is set to 'Not Required'
Site Sign-Off  
Sign Off Date

Date/time field to display the time the Appointment is signed off as complete on-site, populated when the signature is captured on the Resource's Evolution Go device
Signed Off By

Read only field to display the name the person signing off the Appointment as complete on-site, captured on the Resource's Evolution Go device

Task Appointments - Notes Tab

Field Name Description
Resource Notes  
Notes for Assigned Resource

Free type field to add and update any pertinent information the Resource might need for the Appointment, such as access information to the site

This field will be automatically populated with any comments entered against a Time Record, if the Appointment's status is 'Requested' at the time of saving the comments
Customer Notes  
Customer Description

Customer-facing Description of the Appointment.

If required, enter an alternative description for this appointment which will be used in any correspondence with the customer/contact
Notes for Customer Free type field to add and update any pertinent information regarding the Appointment's customer
Resolution & Sign Off Notes  
Resolution Notes Free type field to add and update any pertinent information regarding the resolution of the Appointment, typically populated from the Resource's Evolution Go device
Site Sign Off Notes Free type field to add and update any pertinent information regarding the site sign off of the Appointment, typically populated from the Resource's Evolution Go device

Task Appointments - Constraints Tab

The Constraints tab allows users to optionally set values that will be used to restrict the Time Records that can be assigned to the current Appointment Visit.

The fields will be read only unless the Appointment State is one of the following:

  • Requested
  • Provisional
  • Reschedule
Field Name Description
Task & Resource Assignment Constraints  
Contract Select the Contract to be used to restrict the Time Records that can be assigned to the current Appointment Visit
Discipline Select the Discipline to be used to restrict the Time Records that can be assigned to the current Appointment Visit
Team Select the Team to be used to restrict the Time Records that can be assigned to the current Appointment Visit
Resource Select the Resource to be used to restrict the Time Records that can be assigned to the current Appointment Visit

 

Task Appointments - General Icons

Icon

 Feature Description

Assign button group

Note: The Assign button group options will be disabled if the current Appointment Visit has one of the following statuses; Cancelled by Requester, Complete, Revisit Required, Cancelled, History, Deleted, No Access Available from 5.8.2.0
  • Assign Resource

When the Assign Resource button is clicked the Task Time Record window will be opened.

  • All Task IDs linked to the Request of this Appointment Visit will be passed to the Time Record page.
  • The current Appointment Visit Id will be passed to the page to auto-populate the Appointment field.
  • Open Planner

Click the Icon to open the Resource Planner page.

When opened, the Resource Planner will open with the following settings specifically for the current Appointment:

  • The Tasks Grid at the bottom of the page will display only the Tasks linked to the Request of this Appointment Visit
    • Query and Search section will be hidden
    • The column filters will be turned off
    • Personalisation and grid footers will be hidden
  • The page will automatically filter Resources by the Tasks
  • The Resources grid will automatically select all Resources so that the Calendar pane is operating in auto-refresh mode
  • The Resource Pane on the left hand side will be collapsed

Status button group

The State button group should display the next available state based on the current status of the Appointment Visit, according to permitted State Transitions.

The user should also be able to expand the status button group to see alternative permitted Statuses.
  • Provisional

Appointments can be marked as provisional once an Arrival Window has been proposed.

Permitted State Transition(s):

  • From Requested to Provisional
  • From Reschedule to Provisional
  • Deleted

Only Requested Appointments can be deleted, if required.

Permitted State Transition(s):

  • From Requested to Deleted
  • Confirm

Once an Appointment has been confirmed it will not be possible to modify the Arrival Window or assign a Resource outside of the agreed Arrival Window.

Permitted State Transition(s):

  • From Provisional to Confirm
  • From Reschedule to Confirm
  • From Requested to Confirm
  • From Despatched to Confirm
  • Despatch

If you are using the Evolution Go Tasks activity V5.5 onwards, Despatching the Appointment will send the Appointment and associated Task Time Records to the Evolution Go device. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status is optional.

Permitted State Transition(s):

  • From Confirmed to Despatched
  • From Provisional to Despatched
  • From Rejected by Resource to Despatched

  • Accepted by Resource

If you are using the Evolution Go Tasks activity V5.5 onwards, assigned Resources will be able to indicate that they have Accepted the Appointment in real-time. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status is optional and can be set by MRI Evolution users on behalf of Resources, if required.

Permitted State Transition(s):

  • From Despatched to Accepted by Resource

  • Rejected by Resource

If you are using the Evolution Go Tasks activity V5.5 onwards, assigned Resources will be able to indicate that they are Rejecting the Appointment in real-time. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status is optional and can be set by MRI Evolution users on behalf of Resources, if required.

Permitted State Transition(s):

  • From Despatched to Rejected by Resource

  • Recall from Resource

Assigned Resources can be removed from the Appointment Visit, if required.

Permitted State Transition(s):

  • From Despatched to Confirmed
  • From Accepted by Resource to Confirmed
  • From Rejected by Resource to Confirmed
  • Travelling

If you are using the Evolution Go Tasks activity V5.5 onwards, assigned Resources will be able to indicate that they are Travelling to the Appointment in real-time. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status is optional and can be set by MRI Evolution users on behalf of Resources, if required.

Permitted State Transition(s):

  • From Confirmed to Travelling
  • From Despatched to Travelling
  • From Accepted by Resource to Travelling
  • Arrived

If you are using the Evolution Go Tasks activity V5.5 onwards, assigned Resources will be able to indicate that they have arrived at the Appointment destination and the Visit is in progress. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status is optional and can be set by MRI Evolution users on behalf of Resources, if required.

Permitted State Transition(s):

  • From Confirmed to Arrived
  • From Despatched to Arrived
  • From Travelling to Arrived
  • From Accepted by Resource to Arrived
  • From Delayed to Arrived

  • No Access

Available from 5.8.2.0

If you are using the Evolution Go Tasks activity V6.1.0.1 onwards, assigned Resources will be able to indicate that they cannot gain access at the Appointment destination. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status is optional and can be set by MRI Evolution users on behalf of Resources, if required.

Permitted State Transition(s):

  • From Arrived to No Access
  • From Cancelled by Requester to No Access

  • Cancelled by Requester

If you are using the Evolution Go Tasks activity V5.5 onwards, assigned Resources will be able to indicate that the visit has been cancelled by the requester and they cannot gain access at the Appointment destination. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status is optional and can be set by MRI Evolution users on behalf of Resources, if required.

Permitted State Transition(s):

  • From Rejected by Resource to Cancelled by Request
  • From Travelling to Cancelled by Request
  • From Missed to Cancelled by Request
  • Delayed

If you are using the Evolution Go Tasks activity V5.5 onwards, assigned Resources will be able to indicate that they are delayed while on Route and can also give you an updated Estimated Time of Arrival. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status is optional and can be set by MRI Evolution users on behalf of Resources, if required.

Permitted State Transition(s):

  • From Confirmed to Delayed
  • From Despatched to Delayed
  • From Travelling to Delayed
  • From Accepted by Resource to Delayed
  • Complete

If you are using the Evolution Go Tasks activity V5.5 onwards, assigned Resources will be able to indicate that they have Completed the Appointment Visit. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status is optional and can be set by MRI Evolution users on behalf of Resources if required.

Permitted State Transition(s):

  • From Despatched to Complete
  • From Arrived to Complete
  • From Confirmed to Complete
  • From Revisit Required to Complete
  • Missed Visit

If you are using the Evolution Go Tasks activity V5.5 onwards, assigned Resources will be able to indicate that they have Missed the Appointment Visit. If you are not using Evolution Go or if you are on an earlier version of the Evolution Go Tasks activity then this status can be set by MRI Evolution users to trigger the process for notifying the customer and Rescheduling or Cancelling the Appointment.

Permitted State Transition(s):

  • From Confirmed to Missed
  • From Despatched to Missed
  • From Travelling to Missed
  • From Accepted by Resource to Missed
  • From Delayed to Missed
  • Revisit Required

This status is used to indicate that an Appointment Visit is complete but that further work is required. If using Evolution Go Tasks from v5.5 this is usually set by the Mobile resource and is accompanied by a Revisit Required type and, if applicable, a Proposed Revisit Date (visible in the Progress tab of the Appointment).

Permitted State Transition(s):

  • From Arrived to Revisit Required
  • From Confirmed to Revisit Required
  • From Despatched to Revisit Required
  • Reschedule Required

Reschedule Required indicates that the proposed Arrival Window is no longer suitable for the Customer or Resource and it needs to be rescheduled for a different date or time.

Permitted State Transition(s):

  • From Confirmed to Reschedule
  • From Despatched to Reschedule
  • From Missed to Reschedule
  • From Provisional to Reschedule
  • From Rejected by Resource to Reschedule
  • From Delayed to Reschedule
  • From Cancelled by Request to Reschedule
  • From No Access to Reschedule - Available from 5.8.2.0
  • Cancel

This status should be used when the Appointment is no longer required.

Permitted State Transition(s):

  • From Confirmed to Cancelled
  • From Despatched to Cancelled
  • From Missed to Cancelled
  • From Provisional to Cancelled
  • From Reschedule to Cancelled
  • From Travelling to Cancelled
  • From Rejected by Resource to Cancelled
  • From Delayed to Cancelled
  • From Cancelled by Request to Cancelled
  • From No Access to Cancelled - Available from 5.8.2.0

  • Create Revisit

The Create Revisit button will only be enabled when the Status of the Appointment Visit is one of the following:

  • Revisit Required
  • Missed Visit
  • Cancelled
  • Complete - Available from 5.8.2.0
  • History - Available from 5.8.2.0

When the Create Revisit button is clicked:

  • Validation logic will check the statuses of linked Tasks before it proceeds to create a new Visit. If ANY of the Tasks linked to the Request of the current Appointment Visit has a status of HISTORY or CANCELLED the following validation message will be presented: “You cannot create a new Visit as one or more of the associated Tasks have been signed off to history or cancelled. If you still need to create a new Visit then you will need to restore those Tasks first“. The new Appointment Visit will not be created and the user will be returned to the page - Available from 5.8.2.0

  • If the above validation does not apply, the Appointment Visit page will be opened in 'Copy Mode' to create a copy of the current Appointment Visit, allowing users to create a revisit

  • Send to History

This status should be used when the Appointment is to be sent to history.

Permitted State Transition(s):

  • From Cancelled by Request to History

  • From Revisit Required to History

  • From Complete to History

  • From Cancelled to History

Time Records sub navigation

Task Management > Task Appointments - Time Records

The link will open a split-pane page comprised of a grid of Tasks related to the Task Appointment in the upper section and a grid of Time Records related to the Task Appointment in the lower section.

Tasks and Time Records can be opened and updated from their respective grids. Tasks can be selected in the grid and operations carried out via the toolbar buttons.

Both grid views can be customised and sorted as normal.

Appointment Visits - Time Records Icons

Icon

 Feature Description

Assign button group

Note: The Assign button group options will be disabled if the current Appointment Visit has one of the following statuses; Cancelled by Requester, Complete, Revisit Required, Cancelled, History, Deleted, No Access Available from 5.8.2.0
  • Assign Resource

At least one record must be selected in the top Tasks grid in order to use the Assign Resource button.

It should be possible to select Multiple rows

When Tasks have been selected and the button is clicked the Task Time Record assignment window will be opened

All selected Task IDs will be passed to the page
  • Open Planner

One or more Tasks must be selected in the grid before clicking the Open Planner button. The Resource Planner will be opened and contain only those Tasks selected, the list of Resources will automatically filtered to show only those Resources able to carry out the Tasks.
  • Add Existing Time Record To Visit

At least one record must be selected in the top Tasks grid in order to use the Add Existing Time Record To Visit button.

It is possible to select Multiple rows

When Tasks have been selected and the button is clicked an Assignment Window will open allowing the assignment of Time Records linked to the selected Tasks that have not been Started and not linked to an Appointment.

Actions button group

 
  • Send Evolution Go Notification

Click to open the Send Evolution Go Notification page - Evolution Go licence required

At least one record must be selected in the bottom Time Records grid in order to use the Send Evolution Go Notification button.

When a Time Record has been selected and the button is clicked the system will check whether the Resource associated with the selected Time Record is linked to a Evolution Go Account.

If not the user should receive the following message - The selected resource is not related to a Evolution Go User.

If the Resource is linked to a Evolution Go Account then the Evolution Go Notification will open and the To field should be populated with the Evolution Go Account of the Resource.
  • Last Known Location

Click to open the Last Known Location page - Evolution Go licence required.

At least one record must be selected in the bottom Time Records grid in order to use the Last Known Location button.

It should be possible to select Multiple rows

When a Time Record has been selected and the button is clicked the system will check whether the Resources are linked to Evolution Go accounts with valid Geolocation data

If valid data is found the Evolution Go MAP Interface page will open for the selected Resources
Open Request

Click to open the Request linked to the current Appointment Visit.