9Share Resources, Activities, and Inventory

Context Awareness Features in Manage

Context awareness in the Collaboration window is a quick navigation tool, which provides easy access to various related information. You can move and share activities through this feature.

Your user type must have the privilege to move activities or inventory to perform these tasks.

Click the community icon This image shows Collaboration icon to open the Collaboration window. The Helpdesk tab is available within the Collaboration window.
Note: Collaboration does not work when the application is in offline mode. Helpdesk features such as taking chat from the resources, transfer chats is not supported in mobility. However, a mobility user (if configured properly) can see Helpdesks based on their privileges and can post messages to that Helpdesks.

You can perform these tasks:

Click To:
Search Contact Locate a contact by their name.
History View the one-to-one or conference chat history.
Options menu View the user details such as full name, image and:
  • View chat History.

  • Add the user to the address book.

Group Message Start a group chat based on the user group or location.
Turn off message pop-ups Restrict the message dialog boxes.
Leave Conversation Drop off a one-to-one or conference chat.
Invite User Send a conference chat invitation to multiple users.
Share Inventory Share inventory with a contact.
Share Activity Share an activity with a contact.
Helpdesk features Accept a helpdesk request and transfer a request to other helpdesk operator.
Who’s Nearby Locate nearby users based on your physical location.
Share Location Share your location with a contact.

Features such as Location sharing and Who’s nearby are not supported in Manage.

Share a Resource

You can use Collaboration to provide supplementary information to a specific Collaboration user. Sharing resource includes sharing information about the resource and the activity details with another user or helpdesk operator.

  1. Open the Collaboration window with the user or helpdesk.

  2. Select a bucket in the resource tree.

  3. Drag and drop the resource that you want to share from the list to the chat window.

  4. Click Send.

    The addressee receives the resource shared.

Share an Activity

You can share a pending activity with another resource or a helpdesk user as part of your work.

You cannot transfer the activity, if any of these conditions is true:
  • You don't have the necessary permissions.
  • The action is not permitted by the activity type settings.
  • You are not in a one-to-one chat.
  1. Open the Collaboration window with a user or helpdesk.

  2. Go to Dispatch > Activities, select a bucket in the resource tree.

    All the activities in the selected bucket appears.
  3. Use drag and drop to transfer the activity:

    1. Drag and drop a pending activity that you want to transfer. You can share only pending activities. This screenshot shows dragging and dropping an activity into a chat window.
      This image shows dragging and dropping an activity into the chat window.

    2. Select one of these options:

      • Send info: Select this to share only the activity information with the addressee.
      • Transfer: Select this to reassign the selected activity to the addressee.
    3. Click Send.

  4. Or, transfer the activity from the Activity details page:

    1. Open the Collaboration window.

    2. Select the user with which you want to share or transfer the activity.

    3. Click the options menu and select Share/Transfer activity.

    4. Click Send.

The addressee receives the activity. If the transfer is cancelled because the transfer times out or fails, you can transfer the same activity again using any of these procedures.

Share an Inventory Item

You can share an inventory item with the user/helpdesk you are chatting with.

Inventory transfer is not available if:
  • You don't have the necessary permissions.

  • The action is not permitted by the inventory type settings.

  • You are not in a one-to-one chat.

  • The Inventory does not belong to the technician's pool.

To share or reassign an inventory item:

  1. Open the Collaboration window with a user or helpdesk.

  2. Open your Inventory details page.

  3. Use drag and drop to transfer the inventory:

    1. Drag and drop inventory that you want to transfer.

    2. Select one of these options:

      • Send info: Select this to share only the inventory information with the addressee.
      • Transfer: Select this to reassign the selected inventory to the addressee.
    3. Click Send.

  4. Or, transfer the inventory from the Inventory details page:

    1. Open the Collaboration window.

    2. Select the user to which you want to transfer the inventory.

    3. Click the options menu and select Transfer inventory.

    4. Click Send.

Accept a Moved Activity or a Inventory Item

You must accept the activities or inventory assigned to you, for them to be added to your schedule.

If you receive an activity or inventory item through the Collaboration window, you receive a message notification.
  1. From your Collaboration window, open the chat received.

    The chat window opens with the activity or inventory attached.
  2. To add the activity or inventory to your schedule, click Accept.

  3. To reject the activity or inventory, click Reject.

Cancel a Move

You can cancel moving an activity or inventory item any time before the new owner accepts it. If the new owner has already accepted, you cannot move it back to the original owner.

  1. In the Collaboration window, locate the chat bubble that includes the move action.

  2. Click Cancel.

    When an activity reassignment or inventory transfer starts, the recipient sees the basic details of the activity or inventory. They can either accept or reject the transfer. If the recipient doesn't accept or reject the transfer for a significant period of time, or if the recipient accepts but the transfer takes too long, then the operation times out. Reassignment or transfer is also cancelled automatically, if the sender or the recipient leaves, or a new contact joins the chat before its completion.

Transfer of Non-serialized Inventory in Manage

You can transfer a fixed quantity of non-serialized inventories between resources.

You can perform the following actions:
  • View the total number of available inventories and the required number of inventories for a future activity.

    Note: You can have more number of inventory available than what is projected in the application. Therefore, you can transfer more inventory than the available quantity. In that case, the application is updated with a negative value for available quantity.
  • Define the required number of inventories that you want to transfer in the Collaboration window.

To transfer non-serialized inventory:

  1. Navigate to Inventories page for a specific resource.

  2. Open the Collaboration window and click the options menu This image shows the options menu icon..

  3. Click Search Contact to locate a user.

    For example, let's say you want to transfer the inventories to William. Locate William in the Search Contact list and select William to open the chat window.
  4. Select the non-serialized inventory that you wish to transfer and drag and drop it to the chat window.

  5. Select the Transfer option in the chat window.

  6. Enter the quantity that you wish to transfer in the Quantity field.

  7. Click Send.

    The recipient should accept the inventory transfer to complete the process.
  8. To view the updated inventory in the Manage interface, select View from the Actions column.

    You can transfer or receive a maximum of 2,147,483,647 units of inventory.
  9. To view the updated inventory select Inventory and view the Inventory list.

Reassign an Activity or Inventory

You can reassign an activity or inventory to another resource.

  1. Locate the activity or inventory item that you want to move.

  2. Open the Collaboration window.

  3. Search for a user or select a user from your Address Book, for which you want to move the item.

  4. Click the options menu This image shows the options menu icon..

    • For activities, choose Reassign Activity.

      • Sender Side Activity Transfer

        This image shows the Sender Side activity transfer.

      • Receiver Side Activity Transfer Example

        This image shows the Receiver Side Activity transfer.

    • For the inventory items, select Transfer Inventory

      • Sender Side Inventory Transfer Example

        This image shows the Sender Side Inventory Transfer.

      • Receiver Side Inventory Transfer Example

        This image shows the Receiver Side Inventory Transfer.

  5. Click Send.

    The addressee receives the message: Shared activity/inventory info {Activity/Inventory icon} {Activity/Inventory identifier}.

Accept a Helpdesk Request

You can accept an incoming request from a helpdesk operator through the Helpdesk tab within the Collaboration window.

The Helpdesk tab is designed for helpdesk operators. You can access this tab only if you have helpdesks assigned. When you are part of a helpdesk you can see the Helpdesk tab in the Collaboration window. The Helpdesk tab displays a list of online and offline helpdesk operators. The helpdesk tab displays a number next to it, representing the number of unaccepted requests.

A helpdesk operator cannot initiate a conversation. Operators can only respond to the requests received from resources. To start participating in a conversation, the operator must first acknowledge the request.

To respond to helpdesk requests:

  1. Log in as a helpdesk operator.

  2. Open the Collaboration window and go to the Helpdesk tab.

  3. Click the name of the Helpdesk to view the unanswered requests.

    Note: The helpdesk window supports a maximum of 100 unanswered requests.
  4. Select the request that you want to answer.

    The chat window opens and the chats from the requestor appear.
    Note: Unless the operator takes the chat, it is marked unacknowledged. The time stamp turns red if the threshold time crosses. The time displayed is the average waiting time in all the active chats. The waiting time in a chat is reset only when the requestor leaves the chat.
  5. Click Take Chat.

    When an operator takes a chat, the conversation is acknowledged, and the operator can answer the questions. The acknowledged conversations can be transferred to another helpdesk operator. The user who requested assistance is also notified. Also, the reason for transfer (if provided) is displayed in the Helpdesk tab.
    If there are no pending requests for assistance, an operator can help out with chats in progress with the other helpdesks operators.
    Note:
    • The Helpdesk tab displays the count of new chats, only for new messages on a helpdesk chat. However, when the user accesses the Helpdesk tab, the count disappears.

    • When a helpdesk operator transfers a chat to the same helpdesk or to any other helpdesk, the transferred message is displayed as a new message in the Helpdesk tab.

    • When a user logs in or refreshes their browser, the unread counter displays the total number of all unread chat messages.

  6. To view the chats in progress, click the options menu This image shows the options menu icon. in the Helpdesk tab and then click Chats in Process.

Transfer a Helpdesk Conversation

You can transfer a request to another helpdesk agent suitable to fulfill the request.

  1. Log in to the application as a helpdesk operator.

  2. Open the Collaboration window and go to the Helpdesk tab.

  3. Click the transfer chat icon This is the icon to transfer a helpdesk chat.

  4. Select the helpdesk operator to whom you want to transfer the conversation.

    The Transfer Conversation window displays.
    This image shows the Transfer Conversation window, where you can transfer a request to another helpdesk operator.
  5. Enter a reason.

  6. Click Transfer.

Share your Location

Share your location to meet a technician and collaborate with each other to perform the activities. You can share your location as a micro map and receive the direction assistance to a location based on your native map application.

Use this feature to:
  • Share your location through a micro map.

  • Change your current location in the micro map and share updated location with other technicians.

  • View the location with distance in between the location points.

  • Get the driving assistance link to reach the location.

  • View the expected time to reach the destination.

To share location other technicians:

  1. Open the Collaboration window with a resource.

  2. From the options menu This image shows the options menu icon., click Share Location.

    Your current location is attached as a micro map. Ensure that you have enabled the location sharing option on your browser. If you do not see Share Location, start your route and start an activity.
    This image shows a micro map shared with another resource, which shows the distance and time to reach the location
  3. To update your location, click inside the map and select another location.

  4. Click the send icon.

    Directions are sent as Micro maps, Google maps, or Oracle mapview based on your company configurations.
  5. The receiver can then click Get Driving Directions to view the directions.

    A map opens showing the directions to the marked location with the Time and distance to reach the location.

Get Driving Directions

View the direction assistance link and the location map when a mobile user reaches out to you.

The Get Driving Direction link invokes the map view based on your device as follows:
  • Android users - The application invokes your native map application. You can select the appropriate application for the direction assistance.

  • iPhone users - The application invokes the native apple map application for the direction assistance.

  • Other devices - The application redirects to the Oracle map. You can get text based direction assistance to the location.

To obtain driving assistance:

  1. Open the chat along with the location details received from a user.

    The chat window with location map opens.

    This image shows micro map shared with a resource, which has the Get Driving Direction link.
  2. Click Get Driving Direction.

    Map view appears based on your native map application and shows the travel distance and time details.
  3. Click the distance option in the map view.

    A driving hint with directions to reach the location appears.