Simple Helpdesk

MRI Evolution provides two Helpdesk windows; the Simple Helpdesk and Helpdesk. The Simple Helpdesk provides all the basic functionality required for logging and updating Helpdesk calls, whereas the main Helpdesk has many more advanced features.

Users with the necessary permissions can choose which Helpdesk to use via the Use Advanced Helpdesk setting in the Task User Preferences page:

with the check-box unticked, the Simple Helpdesk will open from the Tasks grid (creating new and managing existing Tasks) as well as the menu option: Task Management > Helpdesk

Available from 7.0.0.0

Styling improvements have been made to the Simple Helpdesk to improve the appearance and to align with MRIs styling standards.

Helpdesk - Simple

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

Click to view - Helpdesk Fields and Descriptions

Field Name	Description
Details tab
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. 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.
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. 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.
Category	From the drop down select the Task Category. 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.
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. Available from 6.0.1.0 Users will not be able to select a Contract with a Contract Type of Triage Only. Tasks may have been set with a Triage Only Contract as part of the Triage Contract Process Flow For Saving Tasks. Users will be able to change the Contract to a non Triage Only Contract. They will not be able to set a different Triage Only Contract or re-select the same Triage Only Contract. Available from 6.4.0.0 Selecting a Contract will set the Task's Currency to be that of the selected Contract.
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.
Time Zone	Available from 7.0.0.0 This field has been removed from the Simple Helpdesk.
Description	Enter the long description of the Breakdown.
Other tab
Task Seq	Auto-incrementing sequence number that uniquely identifies this task within its building or contract (e.g., Task 1234, Task 1235). Used for quick reference in conversations, reports, and audit trails. This human-readable number is easier to communicate than system-generated IDs and maintains a chronological order of task creation. The sequence counter may be configured at building, contract, or system level depending on organizational preferences. Essential for tracking task progression, locating specific work orders, and maintaining clear communication between helpdesk operators and field resources.
Class	The Class of the Task - Breakdown, PPM, Project or Scheduled Task.
Logged By	The User who logged the Task.
Created	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.
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.
Invoiced	Auto-populated to indicate if the Task has been invoiced - Invoice Module required.
H & S	Check the box if the Breakdown is a Health and Safety Task.
Finished	Auto-populated with the date the Task was finished.
Signed Off	Auto-populated with the date the Task was signed off to history.
Notes	Enter relevant Notes for the Breakdown.
Description	The longer description of the Task.
SLA section
SLA bar	The SLA (Service Level Agreement) bar shows a visual indication as to how long before the Breakdown Task breaches its SLA.
SLA dates and times	The following fields display the date/time each SLA criteria is expected to occur by in order to meet the SLA: Respond - the date/time the first Resource must be 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 MRI Evolution references) . User Date - an optional user defined value
Actual section
Actual	The Actual section of the Helpdesk shows the actual dates and times 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 MRI Evolution references) . User Defined - an optional user defined value
Events section
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. JC-001 PPM Issue Job Card JC-002 Breakdown Job Card PR-004 Project 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. The capability to restore Cancelled Tasks was added in Version 4.4.7
	Restore Task	Available from 5.5.0.0 Click to restore the Task to the State it was prior to being sent to Rejected, History or Cancelled.
	Bulk Copy Task	Click to create multiple copies of the Task.
	Take Ownership	Click to take ownership of the Task.