How a Oracle Field service cycle works?
I am trying to know about how OFSC life cycle works for a service request. That is from raising service request to its closer/resolution. I would like to know the stages a service request passes through from creation to closer. Any flow diagram or document regarding this would be helpful.
I would also looking for answers of below questions:
- how to create service request in OFSC?
- how assignment of the service request to the field service agents works? like based on automatic assignment (field agent skills, availability, department etc) or manual assignment
- Is OFSC for field service agents only or end user (customer) can also use this and log his data