8Appendix: Collaboration Operations Reference

This appendix provides reference materials that support day-to-day operations in Collaboration. It brings together role responsibilities, communication ownership, and ready-to-use message scenario examples that teams can adapt for their workflows.

Roles and RACI

This section outlines communication responsibilities across key Collaboration actions. Use this table to understand who is responsible, accountable, consulted, and informed for broadcasts, conferences, Helpdesk triage, system messages, and post-incident review activities.

Helpdesk triage	Helpdesk Owner	Operators	SMEs	Dispatch
PIR and Action Tracking	Ops Manager	Incident Lead	SMEs / Admin	Stakeholders
Start Conference (incident)	Incident Lead	Dispatcher/SME	Helpdesk Owner	Leadership
System Message setup (scenario)	Admin	Ops Manager	Compliance	All
Urgent Broadcast	Supervisor/ Dispatcher	Ops Manager	Compliance/Safety	Region Leads

Message Scenario Samples

This section provides sample configurations for system-triggered Collaboration messages. These examples illustrate how automated alerts should be structured, targeted, and delivered to ensure clear, actionable communication.

New Activity Alert to Nearby Mobile Workers

Use this sample when configuring a scenario that notifies nearby mobile workers about a newly created activity. It demonstrates the launch condition, delivery channel, targeting approach, and message format for rapid, proximity-based awareness.

Launch condition: Activity is Created
Delivery channel: Collaboration
Recipient: Use static address → User Group (Example: North-City field resources)
Subject: New job available
Body: Job {activity_id} in {city} {time_slot}. Reply Accept/Reject.

Assignment Timeout → Helpdesk Escalation

Use this sample when configuring a scenario that escalates assignment failures or timeouts to the Helpdesk. It shows how to route alerts to the right team and how to structure the message so triage can begin immediately.

Launch condition: Assignment timeout/failure
Delivery channel: Collaboration
Recipient: Use static address → Helpdesk (Example: Dispatch Desk)
Subject: Assignment failed for {activity_id}
Body: Please assist with reassignment.