Create a Collaboration Group or Help Desk

You can communicate with other users in your organization and organize help desk activities using Oracle Field Service Collaboration. You can use the chat window to access data from the application, instead of using the Core Application interface. For example, you can share details about a resource, an activity, or an inventory item, or you can move activities and inventory. Oracle Field Service Collaboration is visible only if it is configured. This procedure describes how to create a group or help desk.

The Collaboration page shows settings that affect the way the user interface appears to the end user. While you may retain the default settings for most of these settings, you can change a few settings during implementation based on your business needs. Access to the Collaboration page is controlled by the Collaboration visibility profile permission. You must set this permission for each user type that manages Collaboration. If you don’t configure the permission or define the visibility for a user type, users of this user type can't access Collaboration. If you select ReadOnly, Collaboration is placed into a view only mode. If you select Read/Write for this setting, users can manage Collaboration. To create a group or help desk:

1. Click Configuration.
2. In the Subsystems section, click Collaboration.
   The Collaboration page appears.
3. Click the + icon.

   The New group page appears.

4. Fill up these fields:

   Field	Description
   Name	Name of the group or help desk you're creating.
   Type	Type of group you're creating—options are group and help desk.
   Active	Specifies whether the group or help desk is active.
   Description	A description for the group or help desk.
   Allow chat between members of this group	The check box is selected by default for new and existing groups. Deselect this if you don’t want users within this group to search for other members or start chats. However, they can still search and start chats through other configurations, such as if they belong to another group with the option enabled or have the visibility based on the 'Collaboration with groups' configuration. For more information, see the Restrict Chat within Group Members topic.

5. If applicable, click the pencil icon in the Groups to collaborate with section to select the groups that the newly created group can collaborate with.

   The Select Groups dialog box appears.

6. Select the required groups and click OK.
7. If applicable, click the pencil icon in the Assisting Helpdesks section to select the help desks the newly created group can be assisted by.
8. Select the help desks and click OK.
9. Click Save.