1. Collaboration
  2. Helpdesk for Field Support

Helpdesk for Field Support

The Helpdesk for Field Support feature provides a structured, queue-based communication channel for field staff to request support from designated desks.

Each Helpdesk operates as a shared queue where operators can take ownership of requests, respond, or transfer conversations while maintaining full traceability within the same thread. Helpdesk integration reduces dispatcher interruptions, supports faster resolutions, and ensures accountability across shifts and tiers.

Business Benefits:
  • Faster time-to-take and resolution: Requests land in a queue; operators take ownership with one click, reducing idle time-to-take and back-and-forth.
  • Clear accountability: Take Chat establishes an owner; Transfer with reason documents handoffs and keeps context intact.
  • Load balancing and coverage: Away (Turn off Helpdesk) prevents silent queues and routes work to available operators.
  • Lower dispatcher interruption: Field queries are handled by the desk, freeing dispatchers for routing and exceptions.
  • Better escalation hygiene: Transfer to specialist desks (L2/L3/Parts) with a clear reason results in fewer loops and misroutes.
  • Structured audit trail: Conversation history including transfer reasons aid Root Cause Analysis (RCA) and compliance checks.
Functional Description:
  • Unanswered requests appear in a queue, and operators pick them using Take Chat.
  • Conversations can be transferred to another operator or Helpdesk, with an optional reason.
  • Operators can mark themselves as Away (Turn off Helpdesk) to pause routing and notifications.

Use Cases

Helpdesk in Collaboration supports a variety of operational scenarios across the field service landscape. Here are some examples:
  • On-site blocker → Tier-2 assistance

    A mobile worker encounters a policy or technical roadblock on site and opens a Helpdesk request from the mobile application. An operator takes chat, triages quickly, and transfers it to the Tier-2 desk with a short reason so the specialist can respond in context. The full thread stays together for audit later.

  • Policy or exception approvals (parts, warranty, pricing)

    Mobile worker posts the request with the activity reference and photos. The desk validates the policy (or loops in Tier-2) and records a decision in the thread. The operator closes the request or transfers it with a reason so anyone can see what was decided and why.

  • Scenario alert → human intervention

    A message scenario flags an assignment failure or SLA risk and alerts the Helpdesk. An operator takes chat, confirms the situation, and either updates the customer plan or routes the request to dispatch for reassignment, keeping the alert and decisions in one place.

  • Shift handover on open threads

    At shift change, Desk B opens the helpdesk queue and continues unresolved conversations. Because ownership and transfers are recorded, the new operator can pick up without rework. No details are lost between shifts.

  • Parts availability and cross-van transfer

    Mobile workers ask the helpdesk to locate a critical part. The operator confirms stock and coordinates a transfer in a one-to-one thread between the two resources. The receiving mobile worker accepts, and the chat maintains the handoff and audit trail alongside the job.

  • Post-incident follow-up and learning loop

    After an incident is stabilized (often handled through broadcast or conference), the Helpdesk opens a follow-up thread and takes chat to anchor the wrap-up. The operator posts a short summary of what happened, its impact, and the resolution, requests final field notes or photos, and records one to three corrective actions with owner and due date such as parts restock, scenario adjustment, or SOP update.

Configure User Access

Proper configuration ensures Helpdesk routing, permissions, and automation work as expected.
  1. Go to Configuration > Subsystems > Collaboration > Add (+).
  2. Specify:

    • Name: Helpdesk identifier (for example, Field Support Desk).

    • Type: Helpdesk.

    • Status: Active.

  3. Assign operators using Resources > Set Collaboration Group.

  4. Optionally configure multiple Helpdesks (for example, Tier-1, Tier-2, Parts) for escalation paths.

  5. Train operators on Take Chat, Transfer, and Turn off Helpdesk actions.

Visibility and Permissions:
  1. Helpdesk access follows Collaboration visibility rules.
  2. Users can send requests only to Helpdesks that are visible to their role.
  3. If visibility or permissions change, new requests cannot be routed until reconfigured.

Integrate and Automate

Helpdesk integrates seamlessly with Oracle Digital Assistant (ODA) and Message Scenarios to enable system-driven collaboration.

Oracle Digital Assistant (Two-Way Automation):
  • In ODA, create a Webhook channel and copy its URL and Secret.
  • In Field Service:
    • o Navigate to Configuration > Collaboration > Helpdesk.
    • Enable Oracle Digital Assistant and paste the URL/Secret.
  • Use helpDeskTransfer or share payloads to escalate or share activity data automatically.
Message Scenarios:
  • Navigate to Configuration > Message Scenarios.
  • Set Delivery Channel = Collaboration and Recipient = Helpdesk.
  • Ensure recipients have Collaboration permissions to receive the alert.
REST Endpoints:
  • User Lookup: GET /rest/ofscCore/v1/users/{login}
  • Activity/Inventory Updates: Use Oracle Fusion Field Service REST APIs as needed.

For more information, see Integration with Collaboration.

Use Helpdesk

You can access Helpdesk queues from the Collaboration window. Each Helpdesk has its own queue of pending requests. Operators can take ownership, transfer conversations, or pause intake when unavailable.

Take a Request:
  1. Navigate to Collaboration > Helpdesk.
  2. Select the relevant Helpdesk queue (for example, Field Support or Parts Desk).
  3. Review the list of pending requests.
  4. Click Take Chat to establish ownership.

    The request moves to your active conversations. Other operators see the chat as "taken."

Transfer a Conversation:
  1. Open an active Helpdesk chat.
  2. Click Transfer.
  3. Select the target operator or Helpdesk.
  4. Enter a Transfer Reason to document the handoff.
  5. Click Transfer to complete the action.

    The transfer reason and full thread remain visible for audit and context.

Set Availability:

To mark yourself Away and pause routing or notifications, click Turnoff Helpdesk.

When Away, new requests are directed to available operators only. Turn Helpdesk back on to resume receiving assignments.
Note: Helpdesk visibility and routing depend on Collaboration permissions. Only visible Helpdesks can receive or respond to a user's request.