1. Using Collaboration Service
  2. Manage Availability Status for Helpdesks

Manage Availability Status for Helpdesks

If you are a helpdesk operator, use the Turn off Helpdesk option in the Helpdesk tab to change your status to indicate whether you are available or away.

After you select the Turn off Helpdesk option from the helpdesk, the following changes occur:

  • The status of the operator in the address book is updated and displayed with a Yellow circle.

  • Operators are no longer available for message transfers in the Transfer Conversation window.

  • Operators with the Away status can receive messages and can respond to the incoming messages, but they cannot participate in group conversations.

  • Operators with the Away status do not receive any message notifications.

Note: If all the operators in a helpdesk are away and if a resource tries to contact the helpdesk, an Away status is shown to indicate that there are no operators available. However, if a resource sends a message to the helpdesk, it can result in a delayed response.

To enable or disable a helpdesk:

  1. Log in to Oracle Fusion Field Service Core Application as a helpdesk operator.
  2. Open the Collaboration window and click the Helpdesk tab.
  3. Select the helpdesk from which you want to change the availability status.
  4. Click the options menu and select Turn Off Helpdesk.
    You are not available for the selected helpdesk.
    Note: To change the availability status, select Turn On Helpdesk.
For example, consider this scenario:

  • Anna belongs to two helpdesks, Upgrade helpdesk and Install helpdesk. Anna only wants to focus only on Install issues, So, she selects the Turn off Helpdesk option for Upgrade helpdesk.

  • Chris belongs to Upgrade helpdesk and Install helpdesk.

  • Glenn, a mobile worker, wants help regarding an urgent upgrade issue.

Glenn initiates a chat with Upgrade helpdesk. Since it is an urgent issue; Chris wants help from Anna, because Anna has more experience in resolving Upgrade issues. Chris uses the Transfer Conversation option to transfer the chat to Anna. However, as Anna is not available in the Upgrade helpdesk, Chris cannot view Anna in the Transfer Conversation dialog box, so Chris must attempt to resolve the issue or locate another available operator.