How a Oracle Field service cycle works?

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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