Helpdesk - Time Records

Helpdesk Time Records provides comprehensive resource assignment and time tracking capabilities for task completion management. Once a Task has been logged it can be assigned to a Resource to complete the works, with each Resource receiving their own Time Record(s) to capture the details of each visit.

Available from 5.5.0.0

The Time Record page has been redesigned to incorporate new fields for Appointments & Visits and to group fields more logically and improve the 'flow' of the page.

Summary of changes

  • Move fields from Time Records Tab to a new Tab called Progress
  • Re-organise fields and add new fields on the existing Time Records tab
  • Re-name the Time Records tab to Assignment
  • Add a new section to the Assignment Tab to show AppointmentVisit details

Available from 6.2.0.0

When creating and assigning time records to Resources, the prompt for completing Work & Access Survey Templates has been updated as follows:

  • If the Survey Response Behaviour in MRI Evolution is set to Required for each Assigned Resource a check whether a Response has already been provided for this Task and Resource will occur

    • If a valid response is found then allow the user to continue with no prompts

    • If no valid response is found the following on-screen message will be displayed - "This Task requires a response to one or more Work Surveys prior to assignment. Please go to the Surveys menu in this Task to submit a response"

  • If the Survey Response Behaviour in MRI Evolution is set to Required once per Task a check whether a Response has already been provided for this Task will occur

    • If a valid response is found then allow the user to continue with no prompts

    • If no valid response is found the following on-screen message will be displayed - "This Task requires a response to one or more Work Surveys prior to assignment. Please go to the Surveys menu in this Task to submit a response"

Task Management > Helpdesk > Helpdesk - Time Records

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

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

Time Record - Assignment tab

Field Name Description
Assignment Details

 
Filter Resources

The Filter Resources filter control should be hidden when a Resource has been passed to the page to create a new Time Record, i.e. in the following scenarios:

  • Clicking a Resource in the Advance Helpdesk, Resources sub navigation
  • Creating a Time Record from the Time Sheets grid

See Filtering Resources below, when enabled
Resource

From the drop down select the Resource to be assigned to the Task.

This field is filtered by the Filtering Resources options selected.
Discipline Read only field to display the primary discipline of the Resource selected
Assignment Type From the drop down select the Assignment Type - for more information see Assignment Types.
Task ID Auto-populated with the Task ID.
Date Contacted Enter the date that the Resource was Contacted about the Task.
Time Records Ref Free type ref field that can be used to filter time sheets - if the "Make Timesheet Reference Compulsory" check box is ticked against the Contract, this field will be a compulsory field that must be completed before a Task can be moved to Complete.
Scheduling & Estimates  
Auto-schedule in Appointment Window

This check-box should only be visible when creating new Time Records and the Task Appointment State is one of the following:

  • Scheduled
  • Confirmed
  • Despatched
  • In Jeopardy

When the user checks this box:

  • The Scheduled Date field should be disabled
Scheduled Date Enter the date the Task is scheduled to be completed.
SLA Indicator

Read only field to display the Scheduling SLA Indicator. Possible values are:

  • Not Applicable

  • Scheduled beyond SLA

  • Within SLA

If the Enable the scheduling SLA indicator comparison preference is not enabled, the value will always be Not Applicable

If the preference is enabled, any scheduled Task Time Records are assessed, when saved, to determine whether the Time Record is likely to pass or fail one of the Task SLA targets based on the planned date of the Time Record:

  • If the Scheduling Date is null - SLA Indicator = Not Applicable
  • If the Scheduling Date is not null, compare the Time Record dates with the Target date defined
    • If Time Record Date > Target Date - SLA Indicator = Scheduled beyond SLA
    • If Time Record Date <= Target Date - SLA Indicator = Within SLA
Est Time Enter the Estimated Time to complete the Task.
Resource ETA Enter the Resource's estimated time of arrival
Est Travel Time Enter the Estimated Travel time.
Resource ETC Enter the Resource's estimated time to complete
Appointment Details

The section should only be visible in the following scenarios:

  • When the Time Record being edited is linked to an Appointment Visit
  • When assigning from the Assign Resource button in the Appointment Visit input panel
  • When the Task being assigned DOES NOT have one of the following Appointment States:
    • Not Required
    • Cancelled
    • No Appointment Set
    • Complete
Appointment

This field displays the Appointment linked to the Task / Time Record.

It is possible to make changes to this field when the Appointment linked to the Time Record has a Status of Provisional. Only Appointments linked to the current Task's Request will be available to select.

The field will be hidden for new Time Records if the Appointment linked to the Task has a status of Complete.
Appointment Status

The current Status of the Appointment linked to the Task / Time Record.

The field will be hidden for new Time Records if the Appointment linked to the Task has a status of Complete.
Appointment Type

The Appointment Type set against the Appointment linked to the Task / Time Record.

The field will be hidden for new Time Records if the Appointment linked to the Task has a status of Complete.
Maximum Duration

The longest time period (in hours and minutes) allowed for completing this appointment. Used to manage resource scheduling and ensure appointments don't overrun allocated time slots. When creating new time records, this field only appears if the linked appointment status is not yet Complete.
Request

The Summary of the Request linked to the Appointment, linked to the current Task / Time Record.

For new Time Records the field will be hidden if the Appointment Status is:

  • Confirmed
  • Despatched
  • Complete

For existing Time Records the field will be hidden if the Appointment Status is:

  • Confirmed
  • Despatched
  • Accepted by Resource
  • Complete
  • Travelling
  • Arrived
Must be between these times

Click to see if field is visible or hidden, depending on Appointment status, when:

For new Time Records the field will be hidden if the Appointment Status is:

  • Confirmed
  • Despatched
  • Complete

For existing Time Records the field will be hidden if the Appointment Status is:

  • Confirmed
  • Despatched
  • Accepted by Resource
  • Complete
  • Travelling
  • Arrived
Preferred Day

The preferred Calendar Day for the Appointment, linked to the current Task / Time Record.

For new Time Records the field will be hidden if the Appointment Status is:

  • Confirmed
  • Despatched
  • Complete

For existing Time Records the field will be hidden if the Appointment Status is:

  • Confirmed
  • Despatched
  • Accepted by Resource
  • Complete
  • Travelling
  • Arrived
Preferred Session

The preferred Calendar Session for the Appointment, linked to the current Task / Time Record.

For new Time Records the field will be hidden if the Appointment Status is:

  • Confirmed
  • Despatched
  • Complete

For existing Time Records the field will be hidden if the Appointment Status is:

  • Confirmed
  • Despatched
  • Accepted by Resource
  • Complete
  • Travelling
  • Arrived
Arrive between

The start date /time of the Appointment Arrival Window.

For new Time Records the field will be hidden if the Appointment Status is:

  • Requested
  • Complete
  • Reschedule Requested
  • Revisit Required

For existing Time Records the field will be hidden if the Appointment Status is:

  • Requested
  • Rejected by Resource
  • Reschedule
  • Revisit Required
and

The end date /time of the Appointment Arrival Window.

For new Time Records the field will be hidden if the Appointment Status is:

  • Requested
  • Complete
  • Reschedule Requested
  • Revisit Required

For existing Time Records the field will be hidden if the Appointment Status is:

  • Requested
  • Rejected by Resource
  • Reschedule
  • Revisit Required
Estimated Start Date

The scheduled start time of the Appointment.

For new Time Records the field will be hidden if the Appointment Status is:

  • Requested
  • Complete
  • Reschedule Requested
  • Revisit Required

For existing Time Records the field will be hidden if the Appointment Status is:

  • Requested
  • Rejected by Resource
  • Reschedule
  • Revisit Required
Estimated Duration

The estimated duration of the Appointment.

For new Time Records the field will be hidden if the Appointment Status is:

  • Requested
  • Complete
  • Reschedule Requested
  • Revisit Required

For existing Time Records the field will be hidden if the Appointment Status is:

  • Requested
  • Rejected by Resource
  • Reschedule
  • Revisit Required
Revisit Proposed Date

The provisional date / time of a rescheduled or rearranged Appointment.

For new an existing Time Records the field will only be visible if the Appointment Status is:

  • Revisit Required
Revisit Type

The reason an Appointment revisit is required.

For new an existing Time Records the field will only be visible if the Appointment Status is:

  • Revisit Required
Customer Rescheduled Date

The Appointment Rescheduled date / time agreed with the Requester.

For new an existing Time Records the field will only be visible if the Appointment Status is:

  • Reschedule Requested
Rescheduling Notes

The notes related to the rescheduled Appointment.

For new an existing Time Records the field will only be visible if the Appointment Status is:

  • Reschedule Requested

 

Available from 5.5.0.0

Filtering Resources

Users can select as many, or few, of the filter options required to return the most appropriate list of Resources for Task. As more options are selected, more criteria will be applied to the returned list of Resources and vice versa.

The filter options selected will be stored against the user's system profile and will become their default options in all of the MRI Evolution pages listed above, until such time as they change the filter options selected.

Filter Option Description
Ignore Building Restrictions

When this option is toggled ON it has the effect of ignoring one of the system's baseline filters, the filter that says the Resource must be assigned to work in the Building of the current Task.

When this option is toggled OFF, only those Resources assigned to work in the Building of the current Task will be displayed.

This filter option is subject to user's granted Permission.
Include Off Duty Resources

This filter option is the same as the existing filter check-box for 'Show Off Duty Resources'. It should behave in the same way.

When this option is toggled ON the Resources marked as off duty will also be displayed.

When this option is toggled OFF the Resources marked as off duty will be excluded.

This filter option is subject to ISM purchase key
Primary Supplier Only

By default, the Task Assignment pages show Resources that are linked to Suppliers that are Primary or Secondary Suppliers for the Contract of the current Task.

When this option is toggled ON, Resources that work for the Secondary Supplier of the Task's Contract are excluded

When this option is toggled OFF, Resources that work for the Primary and Secondary Supplier of the Task's Contract are displayed
Match Task Discipline

This filter option is the same as the existing filter check-box for 'Discipline' but has been renamed.

When this option is toggled ON, the list of Resources will only include those that have a Primary or Secondary Discipline that matches the Discipline of the current Task

When this option is toggled OFF, the list of Resources will include Resources that don't have a Primary or Secondary Discipline that matches the Discipline of the current Task
Match Mandatory Task Skills

When this option is toggled ON, the list of Resources only include those that have Skills that match the mandatorySkill Requirements of the current Task,

In order for the matched mandatory Skill to be considered valid, the following criteria must also be met:

  • The Renewal Date of the Resource's Skill must be empty or has a date greater than the current date, at time of assignment
  • The Resource's Competency Rating for the Skill must be greater than the Task's Minimum Competency Rating

When this option is toggled OFF, the list of Resources include those that have Skills that do not match the mandatorySkill Requirements of the current Task,

It is possible to assign Resources to Tasks where the Resource does not meet the Skill Requirement, in a similar way that Building assignments can be bypassed.
Check Work Survey Status

When this option is toggled ON, the list of Resources includes only those that have a valid Survey Response (as defined by the Survey Template) to any Work Survey Templates, linked to the current Task, where the Work Survey Template:

  • requires a response for each assigned Resource
  • is compulsory to have a response before Task assignment

When this option is toggled OFF, the list of Resources is not restricted to only those that have a valid Survey Response to a Work Survey Templates, linked to the current Task.

This filter option is subject to the Surveys purchase key
Check Supply Chain Survey Status

When this option is toggled ON, the list of Resources includes only those that have a valid Survey Response (as defined by the Survey Template) to any Supply Chain Survey Templates, linked to the current Task, where the Supply Chain Survey Template:

  • is linked to the Resource or the Resource's Supplier
  • requires a response for each assigned Resource
  • is compulsory to have a response if it is suspended or missing

When this option is toggled OFF, the list of Resources is not restricted to only those that have a valid Survey Response to a Supply Chain Survey Templates, linked to the current Task.

This filter option is subject to the Surveys purchase key

Time Record - Progress tab

Field Name Description
Status  
Status

From the drop down select the Time Record Status

The field label is a hyper-link that will open the selected Time Record Status record, if no Time Record Status selected the hyper-link will open the Time Record Status input panel in order to create a new Status
Scheduling Status The Scheduling Status of the Time Record, used by the IFS-360 scheduling software - only visible if IFS360 is licensed.
Date Accepted The date / time the Task / Time Record was accepted by the Resource - this field is typically populated by Resources using Evolution Go
Travel Start Date The date / time the Resource began travelling to the Task - this field is typically populated by Resources using Evolution Go
Date Started The date / time the Resource the Resource commenced work on the Task.
Date Contained Enter the date the Task was Contained (temporarily fixed or made safe).
Time  
Core Time Enter the hours spent on the Task at core time - if a Resource has core time rates set against them MRI Evolution will start to calculate Labour Costs.
O / T Rate 1 Enter the hours spent on the Task at over time rate 1 - if a Resource has over time rate 1 rates set against them MRI Evolution will start to calculate Labour Costs.
O / T Rate 2 Enter the hours spent on the Task at over time rate 2- if a Resource has over time rate 2 set against them MRI Evolution will start to calculate Labour Costs.
O / T Rate 3 Enter the hours spent on the Task at over time rate 3 - if a Resource has over time rate 3 set against them MRI Evolution will start to calculate Labour Costs.
Travel Enter the hours spent on the Task, Travelling - if a Resource has Travel rates set against them MRI Evolution will start to calculate Labour Costs.
Time Waiting Enter the hours spent on the Task, waiting- if a Resource has waiting rates set against them MRI Evolution will start to calculate Labour Costs.
Parking Enter the hours spent on the Task, parking- if a Resource has parking rates set against them MRI Evolution will start to calculate Labour Costs.
Time on Diversion Enter the hours spent on the Task at divert - if a Resource has divert rates set against them MRI Evolution will start to calculate Labour Costs.
Total Time Auto-calculated with the Labour Costs of the Time Record.
Costs  
Vehicle Cost The monetary amount charged for vehicle usage associated with this time record, capturing company vehicle fixed charges, van hire fees, or fleet management costs (e.g., £25.00 daily van charge, £40.00 specialist vehicle hire). Separate from mileage costs which track per-mile fuel and wear charges. Vehicle Cost typically applies fixed daily or half-daily rates for commercial vehicles (vans, trucks, specialist vehicles), enabling recovery of fleet overhead costs from clients or internal cost centers. May include vehicle insurance allocation, maintenance provision, or rental fees for hired equipment transport vehicles. Essential for accurately costing mobile workforce operations, comparing owned vs hired fleet economics, and ensuring rechargeable vehicle costs are captured for client invoicing or project costing. Used in labor cost calculations alongside time, mileage, and expenses to determine total visit cost.
Mileage Cost The calculated travel cost based on distance travelled multiplied by the applicable mileage rate per mile or kilometer (e.g., 50 miles × £0.45/mile = £22.50, or 80km × €0.35/km = €28.00). Mileage costs reimburse fuel consumption, vehicle wear and tear, depreciation, and running costs for business travel between sites or from base location to job sites. Rates typically align with HMRC approved mileage allowances (UK: 45p first 10,000 miles, 25p thereafter) or organizational fleet policies. May vary by vehicle type (car vs van), fuel type (diesel vs petrol vs electric), or user category (employee vs contractor). Combined with Distance Travelled field to automatically calculate reimbursable mileage expenses. Essential for accurate job costing, expense claim processing, cost recovery from clients, and carbon footprint reporting. Supports both own-vehicle user reimbursement and rechargeable client mileage on time and materials contracts.
Distance Travelled The total distance in miles or kilometers travelled by the resource to attend this task, typically recorded as a round-trip distance from base location or home address to site and return (e.g., 45 miles, 72 km). This distance measurement is used by the system to automatically calculate Mileage Cost when multiplied by the applicable mileage rate per mile/km configured in resource rates or expense policies. Essential for accurate travel expense claims, reimbursement of business mileage, recovery of rechargeable travel costs from clients on time and materials contracts, and fleet management reporting. Also supports carbon footprint calculations for environmental reporting (CO₂ emissions per mile/km by vehicle type), travel time estimations for resource planning, and analysis of service delivery efficiency by geographic coverage area. Mobile workers typically enter distance from van odometer readings or use GPS tracking integrations for automated capture.
Expense Cost Auto-calculated with the expense totals against the Time Record.
Calculated Cost Auto-calculated by adding the Labour Costs and Expense Cost together.
Resolution  
Date Finished The calendar date and time when the resource completed work on this task and left site or closed out this time record entry (format: DD/MM/YYYY HH:MM or MM/DD/YYYY HH:MM depending on locale). Combined with the Time Record start date/time, the system automatically calculates "Time between start and finish" showing total elapsed hours and minutes spent on the task. This finish timestamp is crucial for accurate labor costing (calculating chargeable hours), SLA compliance monitoring (measuring response and resolution times), productivity analysis (tasks per day, average completion times), and timesheet verification. The Date Finished may span multiple days for lengthy jobs or equipment breakdowns requiring overnight work. Essential for determining when resources become available for next task assignment and calculating labor charges based on time spent including potential shift premiums or overtime rates for out-of-hours completion.
Time between start and finish Auto-calculated to show total hours spent on the Task for this Time Record.
Resolution From the drop down select the Time Record Resolution.
Downtime Enter the time the Asset associated with the Task was down / faulty.

Time Record - Notes tab

Field Name Description
Notes Free type field allowing entry of details pertinent to the Time Record.

 

Complete the fields and click Save . Once the Time Record header has been completed and saved a sub navigation will appear to allow additional entities to be assigned.

These include:

  • Expenses

Expenses

Expenses can be used to record any incidental costs that a Resource has incurred whilst on a Task.

Task Management > Helpdesk > Helpdesk - Time Records

The link will open the Time Record / Expenses grid. It is a grid view that can be customised and sorted as normal.

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

ClosedClick to view - Expense Fields and Descriptions

Complete the fields and click Save and Close .

To create Resources see Resources

Additional Icons

Additional Icons Name Description
Send Evolution Go Notification

Available from 4.5.3.0

Allows a Evolution Go Notification to be sent to the User. For more information see Evolution Go Resource Functionality
Last Known Location

Available from 4.5.3.0

Click for a pop up map showing the User's last know Location. For more information see Evolution Go Resource Functionality