Service Requests
How to raise a request with Flourish, follow it through, and manage who is on it.
Overview
A service request is a ticket you raise with Flourish: a bug, a question, a change you want, or a user who needs adding. It lives in your own org, on the Service Requests tab, and Flourish reads and updates it from their side. Both of you are looking at the same record, so there is no email thread to lose track of.
The tab is a board of open requests. Each request opens on a page of its own, with its comments, the people on it, its files and its history. A request opened from anywhere else, such as a search result, a link or a related list, opens on that same page.
Who can do what
What you can do follows your own access to service requests, which the permission sets give:
| Your access | What you can do |
|---|---|
| Read | See every request, its comments, its people and its files. |
| Create and edit (Flourish Core: User or Flourish Core: Admin) | Everything above, plus raise and edit requests, comment, move them on the board, add people and change their roles, and upload files. |
| Delete, with Flourish Core: Admin or the System Administrator profile | Everything above, plus delete any request. |
On top of that, the people on a request decide a few things about it. Removing someone from the request, deleting one of its files, and deleting the request itself are open only to its Owner and Editors, and to administrators, who can service any request whether or not they are on it. See People on the request.
The Service Requests tab
Counts across the top show how many requests are Open, New, Waiting on team and Critical. Archived requests are left out of all four.
Below them, Open requests is a board with a column for each status a request is worked through: New, In Progress and Waiting on Team. Each card shows the subject, priority and requester.
- Move a request by dragging its card to another column, or with Move to in the card's menu. The status changes as it lands, and Undo in the message that follows puts it back.
- Order a column by dropping a card where you want it, or with Move up and Move down in its menu. Cards stay where they are put, and a new request lands at the top of its column.
- Show more at the foot of a column loads the next cards.
Waiting on Team means the request is with you rather than with Flourish. Closed requests, and those parked as Future Topic, are not on the board; the table below shows them.
The table
Board and Table, in the card's header, switch between the board and a table of every request. Your browser remembers which you chose.
The table lists each request's Subject, with the organization under it, then Status, Priority, Type, Requester and Created Date. Tabs across the top choose which requests:
| Tab | Shows |
|---|---|
| Open | Everything not closed or archived |
| Mine | Requests where you are the requester |
| Closed | Closed requests that are not archived |
| Archived | Archived requests |
| All | Every request |
From the table you can:
- Close or archive several at once. Check the rows, then choose Close or Archive in the bar that appears. A row's own menu offers the same for one request.
- Edit in place. Edit turns the cells into fields, like a spreadsheet. Change what you need across as many rows as you like, then Save. A row that cannot be saved keeps your change and says why under it, while the rest save.
Raising a request
Click New on the board or in the table. Give the request a Subject that says what you want in a line, pick a Type, and write the detail in Description.
| Field | What it holds |
|---|---|
| Subject | A one-line title. This is what the request is called everywhere. |
| Status | New, In Progress, Waiting on Team, Closed, or Future Topic |
| Type | Bug Report or Other Incident, General Inquiry, Feature Request, or User Management |
| Priority | Low, Medium, High, or Critical |
| Requester | The person who wants this. Defaults to whoever created the request. |
| Archived | Takes the request off the board and out of the counts. |
| Description | The full detail. Everything a reader needs to act. |
Save, and the new request opens. You are on it as its Owner from the moment it is saved, so you can work on it straight away without adding yourself.
Working a request
The request's page opens with its subject and organization at the top, its status and priority as colored pills beside them, and its type, requester and created date underneath.
The path under the header shows the request moving through New, In Progress, Waiting on Team and Closed. Click a step, then Mark as Current Status to move the request there. Undo in the message that follows moves it back. A request parked as Future Topic shows that as an extra step at the end.
The header's buttons are Add comment and Close, then Edit and Delete. Archive is in the menu beside them. Close and Archive ask you to confirm first.
Details holds the request's fields in sections: Request, Description and System information. Click the pencil beside any field, or Edit in the header, and every field you can change opens for editing, with Save and Cancel in a bar that stays in view.
Related lists the comments.
Down the side are the People and Files on the request, and its activity timeline, which shows changes to its status, priority, type and requester with who made them and when.
Comments
Comments are the conversation on a request. Add comment in the header opens a form with Comment and Is Public. Write the comment and save; your name is stamped on it for you.
The Comments list under Related runs newest first, with each comment's author and date. A long comment is cut short there: click it to open the comment on a page of its own, where you can read it in full, and edit it with the pencil or Edit.
Is Public is recorded and shown, but it is a label only. Everyone who can see the request sees every comment on it.
People on the request
The People card lists everyone involved, each with their role. The person who raised the request is marked Submitted this request and starts as its Owner. If the Requester is changed to someone else later, that person is added too.
Click Add to put someone on the request. Add a person asks who:
- In Salesforce: search for a user or a contact by name. When you can search both, a menu beside the search box chooses which.
- Outside Salesforce: type their Name, and an Email if you have one.
Pick a Role, which starts at Viewer, and click Add. Someone already on the request cannot be added twice.
| Role | What it adds on this request |
|---|---|
| Owner | Removing people, deleting files, and deleting the request and its comments |
| Editor | The same as an Owner |
| Commenter | Nothing beyond the person's own access |
| Viewer | Nothing beyond the person's own access |
To change someone's role, open the menu on their row and choose Make Owner, Make Editor, Make Commenter or Make Viewer. Anyone who can edit requests can change a role, their own included.
Remove in the same menu takes someone off the request, after you confirm. It appears only for the request's Owners and Editors and for administrators, and the same check runs when the change is saved, however the request is reached.
Files
The Files card lists the request's files, newest first, each with its size, the date it was added and who added it. Click a file's name to download it.
Click Upload to add files; you can pick several at once. Each shows as it goes, and appears in the list once Flourish has stored it, usually within a few seconds. If one takes longer, the card says it is still processing and it appears shortly after.
The trash icon on a row deletes the file, after you confirm. It appears only for the request's Owners and Editors and for administrators.
Uploads go through Flourish, so they need the org connected first: the FL API Token and FL API Org filled in on the Flourish Core Setting record (see Setup). Until then an upload fails with Uploads need this org's Flourish connection, which is not set up yet.
Archiving and deleting
Archive takes a request off the board, out of the counts and out of the Open and Closed tabs, and keeps everything on it. The Archived tab lists archived requests, and clearing Archived on a request brings it back.
Delete removes the request and its comments for good, after you confirm. It is open to administrators, and to the request's own Owners and Editors.