Helpdesk - Actions

Available from 4.4.6

Task Actions are a core component of the Helpdesk, allowing users to record, manage, and respond to specific activities associated with a Task. Each Task Action can be tracked, updated, and actioned directly within the Helpdesk interface, supporting efficient workflow management and auditability.

Available from 6.1.0.0

Recent enhancements to Task Actions introduce advanced costing and cost distribution features. These are managed through the associated Task Action Cost Coding records, enabling organizations to allocate costs with greater accuracy and transparency across multiple actions and projects. This integration supports both operational and financial reporting requirements, ensuring that all Task Actions are fully traceable within the broader system context.

Task Management > Helpdesk > Helpdesk - Actions

The link will open the Helpdesk / Actions grid. It is a grid view which can be searched, sorted and customised as normal.

Available from 6.1.0.0

The Actions grid can be displayed as a hierarchical grid.

If Enable Hierarchical Grids is enabled for Task Actions in the General Preferences page and the Enable Advanced Costs & Distribution for Task & PPM Actions Task Preference is set to True then the Actions Grid will be displayed as hierarchical showing a sub-grid listing the child Task Action Cost Coding records.

Click the > button to toggle the sub grid to be displayed/hidden.

Task Action Cost Coding records can be opened directly from the sub-grid.

In addition to the toolbar buttons, Task Actions can be marked as Actioned directly in the grid by checking the check-box highlighted above and clicking the Save button, also highlighted.

Toolbar Icons

Icon	Feature	Description
	New	Click to add a new Action.
	Edit	Select an Action in the grid and click to edit.
	Delete	Select one or more Action records in the grid and click to delete.
	Move to First	Select an Action in the grid and click to move it to first place in the list.
	Move Up	Select an Action in the grid and click to move it up one place in the list.
	Move Down	Select an Action in the grid and click to move it down one place in the list.
	Move to Last	Select an Action in the grid and click to move it to last place in the list.
	Set as Actioned	Highlight one or more Actions and click to action multiple Task Actions.
	Set All as Actioned	Click to action all Task Actions in the grid.
	Refresh	Click to Refresh the grid.
	Close	Click to Close the input panel.

To add a new Action click New , to edit an existing Action click Edit . A pop up window will appear which will allow the creation or amendment of a Action.

Click to view - Task Actions Fields and Descriptions

Field Name	Description
Action Tab Available from 6.1.0.0
Details
Filter Actions	Available from 6.1.0.0 Optionally select the appropriate filter option(s) from the drop-down: Match Task Category When this check box is enabled, the list of Instruction Set values in the Action auto-complete below should only include those that have a Category that matches the Category of the current parent Task Match Task Discipline When this check box is enabled, the list of Instruction Set values in the Action auto-complete below should only include those that have a Discipline that matches the Discipline of the current parent Task Match Task Instruction Set When this check box is enabled, the list of Instruction Set values in the Action auto-complete below should only include those that have an Instruction Set that matches the Instruction Set of the current parent Task Where multiple filter options are enabled, the enabled filters are applied in addition to each other to further restrict the Action auto-complete below. The selected filter value(s) will be persisted for the current user.
Action	Available from 6.1.0.0 Select the appropriate Instruction Set for the Task Action. The list of available Instruction Sets is subject to the following: Any Filter Actions filter(s) applied above The Instruction Sets must be assigned to the Contract Views of the parent Task's Contract The Instruction Set State must be Active The 'Use For' value of the Instruction Set must be compatible with the parent Task's Type, i.e. Breakdown or PPM This is the old 'Name' field that's been renamed and updated.
Description	Auto-populated with the description of the Task Action - if created by "Generate Task Actions" or an Instruction Set has been selected manually in the name field, this will be the Instruction Set - Instruction Set Text.
Asset	Auto-populated with the parent Task's Asset for the Task Action to be completed against - if creating manually select the Asset from the drop down. If the parent Task has no Asset defined, this field will be blank. When manually selecting an Asset, the list of available Assets is filtered by the Building and Location values when defined below.
	Available from 6.1.0.0 When adding a new Task Action record, a clear Asset button is available to the right of the Asset field. Clicking it will clear the Asset, Building and Location fields. The button is not available when editing existing Task Action records.
Building	Auto-populated with the Building the parent Task's Asset is located in. If the parent Task has no Asset defined, this field will be auto-populated with the parent Task's Building. Available from 7.0.0.0 It is possible to display the relevant parent/child relationship data in this auto-complete by enabling the Enable Hierarchical Auto-Completes option in the General Preferences page.
Location	Auto-populated with the Location the parent Task's Asset is located in. If the parent Task has no Asset defined, this field will be auto-populated with the parent Task's Location. Available from 7.0.0.0 It is possible to display the relevant parent/child relationship data in this auto-complete by enabling the Enable Hierarchical Auto-Completes option in the General Preferences page.
Planned Start	Available from 6.1.0.0 Enter a date the Task Action work is due to begin. This field may be auto-populated depending on the Planned Start Date Task Preference value defined.
Planned End	Available from 6.1.0.0 Enter a date the Task Action work is due to finish. This field may be auto-populated depending on the Planned End Date Task Preference value defined.
Predecessor	Available from 6.1.0.0 It is possible to define dependencies within Task Actions by selecting another Task Action related to the parent Task as a predecessor.
Sort Order	Available from 6.1.0.0 Read only field that displays the sequence number of the Task Action in the Actions grid. The first record in the grid will be 1, the second will be 2 and so on. Using the grid toolbar buttons to change the order of the Task Actions will automatically update this value for the records affected.
Costs Tab Available from 6.1.0.0
Estimates
Cost Calculation	Available from 6.1.0.0 Select the most appropriate radio button option for the Task Action: Distribute from Task Estimates Add to Task Estimates This value will be auto-populated based on either a Task system preference or a preference set against the parent Task's Contract. If the Default Cost Calculation Type for Task Actions Task system preference is set to: Distribute from Task Estimates - the Cost Calculation type will be auto-populated as Distribute from Task Estimates Add to Task Estimates - the Cost Calculation type will be auto-populated as Add to Task Estimates Contract Specific - the value of the Default Cost Calculation Type for Task Actions preference set against the parent Task's Contract will be checked to set the field's value: Distribute from Task Estimates - the Cost Calculation type will be auto-populated as Distribute from Task Estimates Add to Task Estimates - the Cost Calculation type will be auto-populated as Add to Task Estimates It is only be possible to select a value in the Cost Calculation type radio box for the first Task Action added to a Task. Once a Task Action has been added and saved for a Task, all subsequent actions will use the same Cost Calculation type as the first. For subsequent Task Actions added to the Task, the Cost Calculation type radio box field will be disabled.
Est. Materials	Available from 6.1.0.0 Enter an estimate of the cost of the Materials required to carry out the current Task Action. If the Cost Calculation type above is set to: 'Distribute from Task Estimates' A validation check will be performed on save that prevents saving the changes if the sum of all estimated Task Action costs for the current Task exceed the sum of the estimated costs of the parent Task Users can either adjust the Task Action Estimated Costs or amend the Estimated Costs of the parent Task as appropriate 'Add to Task Estimates' The value entered in the Task Action Estimated Materials field will be added to the existing Estimated Materials Cost of the parent Task The value entered here will impact the Est. % Distribution field below, upon save.
Est. Plant	Available from 6.1.0.0 Enter an estimate of the Plant cost required to carry out the current Task Action. If the Cost Calculation type above is set to: 'Distribute from Task Estimates' A validation check will be performed on save that prevents saving the changes if the sum of all estimated Task Action costs for the current Task exceed the sum of the estimated costs of the parent Task Users can either adjust the Task Action Estimated Costs or amend the Estimated Costs of the parent Task as appropriate 'Add to Task Estimates' The value entered in the Task Action Estimated Plant field will be added to the existing Estimated Plant Cost of the parent Task The value entered here will impact the Est. % Distribution field below, upon save.
Est. Labour	Available from 6.1.0.0 Enter an estimate of the Labour cost required to carry out the current Task Action. If the Cost Calculation type above is set to: 'Distribute from Task Estimates' A validation check will be performed on save that prevents saving the changes if the sum of all estimated Task Action costs for the current Task exceed the sum of the estimated costs of the parent Task Users can either adjust the Task Action Estimated Costs or amend the Estimated Costs of the parent Task as appropriate 'Add to Task Estimates' The value entered in the Task Action Estimated Labour field will be added to the existing Estimated Labour Cost of the parent Task The value entered here will impact the Est. % Distribution field below, upon save.
Est. % Distribution	Available from 6.1.0.0 A read only field that displays a calculated value of the current Task Action's Estimated Costs as a percentage of the parent Task's Estimated Costs.
Est. Total	Available from 6.1.0.0 A read only field that displays a sum of the Estimated Cost fields above.
Est. Time	Available from 6.1.0.0 Enter an estimate of the Time required to carry out the current Task Action. If the Cost Calculation type above is set to 'Add to Task Estimates': The value entered in the Task Action Estimated Time field will be added to the existing Estimated Labour Cost of the parent Task
Actuals
Actual Materials	Available from 6.1.0.0 Enter the Actual Cost of the Materials it took to carry out the current Task Action. This field will be updated based upon the parent Task's Actual Materials upon save of the parent Task. Actual Material Costs from the parent Task will be apportioned across related Task Actions based on the Est. % Distribution field above.
Actual Plant	Available from 6.1.0.0 Enter the Actual Plant Cost it took to carry out the current Task Action. This field will be updated based upon the parent Task's Actual Plant upon save of the parent Task. Actual Plant Costs from the parent Task will be apportioned across related Task Actions based on the Est. % Distribution field above.
Actual Labour	Available from 6.1.0.0 Enter the Actual Labour Cost it took to carry out the current Task Action. This field will be updated based upon the parent Task's Actual Labour upon save of the parent Task. Actual Labour Costs from the parent Task will be apportioned across related Task Actions based on the Est. % Distribution field above.
Total	Available from 6.1.0.0 A read only field that displays a sum of the Actual Cost fields above and from the parent Task's Actuals.
Duration	Available from 6.1.0.0 The Actual Time it took to carry out the current Task Action. This value most likely be populated by an external system such as Evolution Go.
Cost Code Distribution
Available from 6.1.0.0 Task Action Cost Code Distribution Grid
Progress Tab Available from 6.1.0.0
Progress
Actioned	Check the box to mark the Task Action as "Actioned".
Actioned By	Available from 6.1.0.0 Read only field to display the name of the User Account that marked the Task Action as "Actioned".
Date Actioned	Available from 6.1.0.0 Read only field that displays the date and time the Task Action was marked as "Actioned".
Duration	Available from 6.1.0.0 The Actual Time it took to carry out the current Task Action. This value most likely be populated by an external system such as Evolution Go.
Time Record	Available from 6.1.0.0 The Time Record associated with carrying out the current Task Action. This value most likely be populated by an external system such as Evolution Go.
% Complete	Available from 6.1.0.0 Optional field allowing users to enter a value from 0 to 100 to represent how complete the Task Action is.
Comments	Free text comments relevant to the Task Action.

Icon	Feature	Description
	Save Button Group	Save Save and Close Save and New
	Add Cost Coding	Available from 6.1.0.0 Click to add a new Task Action Cost Coding record. The toolbar button is only available if the Enable Advanced Costs & Distribution for Task & PPM Actions Task Preference is enabled.
	Delete Action	Click to delete the current Task Action.
	Refresh	Click to refresh the Cost Code Distribution grid in the Costs tab.
	Close	Click to Close the Task Action page.

Click to view - Task Action Cost Coding Fields and Descriptions

Field Name	Description
Task Action
Task	Available from 6.1.0.0 A read-only field that displays the parent Task's id.
Task Action	Available from 6.1.0.0 A read-only field that displays the parent Task Action's id.
Finance Codes
Cost Centre	Available from 6.1.0.0 If the parent Task has a Cost Centre defined, this will be auto-populated but a different Cost Centre can be selected for the Task Action Cost Coding record. Cost Centres that have a Historic or Suspended state are excluded from this list. In addition to any Contract View restrictions applied to Cost Centres for the Contract related to this entity, this field may be additionally filtered to show only those Cost Centres that have been assigned to the related Building. If a Cost Centre that's assigned to the related Building is set as the default for the Building it will be set automatically in this Cost Centre auto-complete. If the user subsequently changes the related Contract, where the selected Cost Centre is not available, the Cost Centre value (and Cost Code if selected) will be cleared.
Cost Code	Available from 6.1.0.0 If the parent Task has a Cost Code defined, this will be auto-populated but a different Cost Code can be selected for the Task Action Cost Coding record. - for more information see Cost Codes. Cost Codes marked as Locked against the Cost Centre are excluded from this list. If a Recovery Type has been selected below and the selected Recovery Type has the Enable Department Section check-box: unchecked - the available Cost Codes will be restricted to those with a specific Use value of Expenditure checked - the available Cost Codes will be restricted to those with a specific Use value of Department Recharge Cost Codes with no specific Use value defined will be excluded from the list - Available from 6.1.2.0
Recovery Type	Available from 6.1.0.0 If the parent Task has a Recoverability Type defined, this will be auto-populated but a different Recovery Type can be selected for the Task Action Cost Coding record - for more information see Recoverability Types.
Department	Available from 6.1.0.0 From the drop down select the Department for the Task Action Cost Coding where the Department is available in the Building of the parent Task. The field will be disabled if a Recoverability Type above has not been selected and the selected Recoverability Type has the Enable Department Section check-box checked.
Cost Distribution
Est. Materials	Available from 6.1.0.0 Enter an estimate of the cost of the Materials required to carry out the current Task Action Cost Coding. If the Task Preference for Enable Advanced Costs & Distribution for Task & PPM Actions is set to True and: the Cost Calculation type for the parent Task Action is set to 'Distribute from Task Estimates': This field will be auto-populated with the remaining Est. Materials balance from the parent Task Action A validation check will be performed on save that prevents saving the changes if the sum of all estimated Task Action Cost Coding costs for the parent Task Action exceed the sum of the estimated costs of the parent Task Action Users can either adjust the Task Action Cost Coding estimated costs or amend the estimated costs of the parent Task Action as appropriate the Cost Calculation type for the parent Task Action is set to 'Add to Task Estimates': This field will be auto-populated with Estimated Materials value of the Instruction Set selected in the Action field from the parent Task Action
Est. Plant	Available from 6.1.0.0 Enter an estimate of the cost of the Plant required to carry out the current Task Action Cost Coding. If the Task Preference for Enable Advanced Costs & Distribution for Task & PPM Actions is set to True and: the Cost Calculation type for the parent Task Action is set to 'Distribute from Task Estimates': This field will be auto-populated with the remaining Est. Plant balance from the parent Task Action A validation check will be performed on save that prevents saving the changes if the sum of all estimated Task Action Cost Coding costs for the parent Task Action exceed the sum of the estimated costs of the parent Task Action Users can either adjust the Task Action Cost Coding estimated costs or amend the estimated costs of the parent Task Action as appropriate the Cost Calculation type for the parent Task Action is set to 'Add to Task Estimates': This field will be auto-populated with Estimated Plant value of the Instruction Set selected in the Action field from the parent Task Action
Est. Labour	Available from 6.1.0.0 Enter an estimate of the cost of the Labour required to carry out the current Task Action Cost Coding. If the Task Preference for Enable Advanced Costs & Distribution for Task & PPM Actions is set to True and: the Cost Calculation type for the parent Task Action is set to 'Distribute from Task Estimates': This field will be auto-populated with the remaining Est. Labour balance from the parent Task Action A validation check will be performed on save that prevents saving the changes if the sum of all estimated Task Action Cost Coding costs for the parent Task Action exceed the sum of the estimated costs of the parent Task Action Users can either adjust the Task Action Cost Coding estimated costs or amend the estimated costs of the parent Task Action as appropriate the Cost Calculation type for the parent Task Action is set to 'Add to Task Estimates': This field will be auto-populated with Estimated Labour value of the Instruction Set selected in the Action field from the parent Task Action
Est. % Distribution	Available from 6.1.0.0 A read only field that displays a calculated value of the current Task Action Cost Coding's Estimated Costs as a percentage of the parent Task Action's Estimated Costs.
Est. Total	Available from 6.1.0.0 A read only field that displays a sum of the Estimated Cost fields above.
Actual Materials	Available from 6.1.0.0 Enter the Actual Cost of the Materials it took to carry out the current Task Action Cost Coding.
Actual Plant	Available from 6.1.0.0 Enter the Actual Cost of the Plant it took to carry out the current Task Action Cost Coding.
Actual Labour	Available from 6.1.0.0 Enter the Actual Cost of the Labour it took to carry out the current Task Action Cost Coding.
Total	Available from 6.1.0.0 A read only field that displays a sum of the Actual Cost fields above.