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Chat request came from a Heldpdesk group which does not assist the Resource
Answer ID 11438   |   Last Review Date 04/03/2020

Why did the Collaboration chat request came from a Heldpdesk group which does not assist the Resource?

Environment:

Oracle Field Service (OFS)

Issue:

Carol is assigned to Collaboration Group MINNESOTA. She can only request assistance to Helpdesk Group NORTH.

Helpdesk operator Jerry is part of Helpdesk Group SOUTH and Helpdesk Group NORTH.

Helpdesk operator Angela is part of Helpdesk Group SOUTH.

Helpdesk operator Angela reports that she received a chat request from resource Carol through Helpdesk Group SOUTH. Carol is assigned to Collaboration Group MINNESOTA, which could only request assistance to Helpdesk Group NORTH. Helpdesk operator Angela was not able to assist.

I don't understand how resource Carol was able to request assistance to Helpdesk Group SOUTH.

Resolution:

This scenario is possible when resource Carol sends a chat request to Helpdesk Group NORTH and Jerry (who is an operator of Helpdesk Group NORTH and Helpdesk Group SOUTH), accepts the chat and later transfer the chat, selecting Helpdesk Group SOUTH instead of NORTH. Helpdesk operator Angela (who is part of Helpdesk Group SOUTH) takes over the chat.

The helpdesk operator is able to transfer chat requests to ANY Helpdesk Group which he/she is an operator, including those Helpdesk Groups the resource is not able to communicate with.