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.
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.
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