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Why did the Collaboration chat request came from a Helpdesk group which does not assist the Resource? (Doc ID 2924151.1)

Last updated on MARCH 03, 2023

Applies to:

Oracle Fusion Cloud Field Service - Version 20.A.00 and later
Information in this document applies to any platform.

Goal

User1 is assigned to Collaboration Group1. She can only request assistance to Helpdesk1.

Helpdesk Operator 1 is part of Helpdesk1 and Helpdesk2.

Helpdesk Operator 2 is part of Helpdesk2.

Helpdesk Operator 2 reports that she received a chat request from User1 through Helpdesk2. User1 is assigned to Collaboration Group1, which could only request assistance to Helpdesk1. Helpdesk Operator 2 was not able to assist.

I don't understand how User1 was able to request assistance to Helpdesk2.

Solution

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