Create a Collaboration Group or Help Desk

Important:

Updated Content Available: As part of our ongoing initiative to consolidate our documentation with up-to-date use cases, this page is being transitioned. The latest content is available in Collaboration. We recommend that you update your bookmarks accordingly.

You can communicate with other users in your organization and organize help desk activities using Oracle Fusion 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 Fusion 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 white space in the Collaboration with groups section to select the groups that the newly created group can collaborate with.
6. Select the required groups.
7. If applicable, click the white space in the Assisting Helpdesks section to select the help desks the newly created group can be assisted by.
8. Select the help desks.
9. Click Save.

   In addition to assigning groups at the individual user level, you can also associate entire Buckets or Organizational Units (Org Units) with a Collaboration Group. When you do this, all users within the selected bucket or org unit, such as mobile workers, dispatchers, supervisors, and administrators are automatically included in the group. These memberships are dynamic: if users are added to or removed from the bucket or org unit, the group updates automatically without further administrator action.

   When viewing a user’s Collaboration Groups, any memberships inherited from buckets or org units are shown separately from groups that were explicitly assigned to the user, making it easy to distinguish inherited associations from direct ones. You can continue to assign Collaboration Groups directly to individual users as needed; in such cases, the user will belong to both their inherited and assigned groups.

   Note: The option to assign at the bucket or org unit level applies only to Collaboration Groups. For Helpdesks, administrators must continue to assign users individually.