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.
Each request carries its own conversation, its own files, and its own list of people. That last part is what decides who can change it.
Raising a request
Open the Service Requests tab and click New. Give it 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. |
| Type | Bug Report or Other Incident, General Inquiry, Feature Request, or User Management |
| Status | New, In Progress, Waiting on Team, Closed, or Future Topic |
| Priority | Low, Medium, High, or Critical |
| Description | The full detail. Everything a reader needs to act. |
| Requester | The person who wants this. Defaults to whoever created the record. |
Waiting on Team means the request is with you rather than with Flourish. Future Topic parks something worth doing that nobody is working on now.
You are added to your own request as its Owner the moment you save it, so you can work on it straight away without adding yourself.
Working a request
The request page opens on the detail, with the comments, contacts and files beside it.
Click Edit to change the whole record, or click the pencil beside a single field to jump straight into editing that one. Either way a bar appears at the bottom of the page with Save and Cancel, and it stays in view as you scroll. Refresh reloads the request if someone else has been working on it.
The highlights across the top show Status, Type, Priority and the date it was created, with status and priority colored by value so a list of requests reads at a glance.
Comments
Comments are the conversation on the request, and they run in date order under the detail.
Write in the box below the list and click Submit. The button stays disabled until you have typed something, so an empty comment cannot be posted by accident. Your name is stamped on it for you.
To change a comment you already left, choose Edit from the menu at the end of its row.
People on the request
The Contacts card is the list of everyone involved, and it is what decides who can change what. Click the add button in its header to put someone on the request.
Three kinds of person can be added:
| Contact Type | Who it is | What you enter |
|---|---|---|
| User | Someone with a Salesforce login in your org | Start typing a name and pick them from the list |
| Contact | Someone in your Contacts | Start typing a name and pick them from the list |
| External | Someone outside Salesforce altogether | Their name and email, typed in |
Each person gets a role:
| Role | Can |
|---|---|
| Owner | Everything, including removing people and deleting files |
| Editor | Everything an Owner can |
| Commenter | Read the request, comment on it, and add people |
| Viewer | Read the request and add people |
The person who raised the request is marked as its submitter and starts as its Owner. If the Requester is changed to someone else later, that person is added too.
Who can remove things
Remove on a contact and Delete on a file appear only for people on the request as Owner or Editor. Everyone else sees the rest of the row menu without them.
That is not just a hidden button. The same check runs when the change is actually made, so removing someone or deleting a file fails for anyone who is not an Owner or Editor, however the request is reached.
Two exceptions, both deliberate. Holders of Flourish Core: Admin, and Salesforce system administrators, can do all of it whether or not they are on the request, so an administrator can service a ticket nobody added them to. And adding a contact stays open to everyone who can reach the request, including Commenters and Viewers, so anyone can pull in the person who actually knows the answer.
Files
Attach files with the upload button in the Files card header. Pick one or more and they upload in turn, with the name of the one in flight shown as it goes.
Each row shows the file name, its size and when it was uploaded. View on the row menu opens it in a new tab. Delete removes it, and appears only for an Owner or Editor.