Support access — permissions, visits and case approvals

What this page helps you do

Admin → Support access shows the organisation’s saved support permission and support activity across it. A Tenant Admin can change the saved permission. A farm Owner or Manager can open that farm’s Support access page to review its cases, approve work and end a visit, but cannot change the organisation policy. Farmlync Support cannot approve its own visit while viewing as a customer. If you lack the required role, the page explains which administrator to ask.

Support agents use their own accounts. The customer page lets you see the case reason, named farm, agent activity and what you have approved. Give an agent the farm and case reference when asking for help; do not give them your password.

Read the saved permission

The Your current permissions card says Support access is off, Ask me first, Support is allowed or Viewing-only support is allowed. The explanatory line below it describes the effective scope. Select Change permissions to open the Permissions tab when that button is available. The other tabs are Current access and History. Refresh support activity fetches current information; open cases, sessions, approvals and edit requests also update periodically while the page is online.

An offline warning means the page cannot confirm current authority or activity. Reconnect before approving or assuming a visit has ended. A permission error also means the page cannot be relied on as a current activity list.

Permissions: each choice and control

Only a Tenant Admin sees this tab. Under How can Farmlync Support help?, choose one card:

Choice	Effect
Allow support	Allows support under the saved agreement without asking for every ordinary visit. When operational support is enabled, ordinary farm work is included; supported protected corrections and registry work still require a case-specific edit approval.
Ask me first	Requires a case approval before support opens the farm under the saved settings. A single Approve edits decision for the case can also allow that case to open, so the same case need not receive a second visit approval.
Off	Prevents support access to farm records until an organisation administrator changes this setting.

When Allow support and operational writes are available, Viewing only can be switched on to allow standing reads without ordinary edits. This switch is not shown for Ask me first or Off. If the service currently offers viewing only, the page says changes to records are unavailable regardless of a previous choice. Expand What support can do to read the case scope and exclusions: support cannot manage users, security or billing, or export records; the customer-view mode is read-only. A case edit approval covers only supported protected corrections and registry work, and it does not bypass business or registry rules.

Select Save permissions and wait for Support permissions saved. Unsaved changes means your selection has not taken effect. Saving records the choice under the displayed terms and stops current support sessions. Saving is disabled while offline or when the current support terms/notice cannot be confirmed. If saving fails, read the error and retry after checking the connection and your authority.

Current access: active visits and requests

Active visits lists the number of open cases with active agent sessions. Each visit shows the case reason and the agent’s name; a session may also say Viewing as [customer], followed by the farm, session status and expiry. On a farm page the displayed time uses that farm’s timezone. The organisation-wide page currently applies one selected farm-timezone context to all rows, so confirm the named farm and its local time when organisations span timezones. Choose End support to close that case and stop all agents working on it. The No active support visits message means none is active in this view at the time shown.

Support requests lists open cases. Each row shows the reason, farm or organisation scope, who opened it and whether a visit approval is active. If approved, the expiry is displayed. Under Ask me first, Approve support grants the case under the saved settings for up to 24 hours or until it ends. Where an edit request is pending, review that first: approving the edits can cover access to that case too. Use Decline on an unapproved request you do not want to allow; End support closes a case that is already approved or has a visit. A stale invitation link may say the request is no longer open; check History instead.

For a farm case requesting extra edit access, the panel shows Edit approval requested, its reason and an Until time. Approve edits allows supported protected corrections and registry work for that named farm and case. Decline edits refuses a pending request; Stop editing ends an active edit grant. A badge changes to Edits approved or Edit access ended. This approval does not grant user management, security, billing or export rights. It cannot be approved while support is Off or edits are unavailable. If you need to stop all work, use End support on the case, not only Stop editing.

History and checking the result

History → Past visits lists closed cases. Select Visit details to see session names and Changes and activity for that case. Entries show the action, actor and displayed farm-time context. Where an action has execution evidence, expand it there; Technical details shows automatic access checks and session events separately. Show more visits reveals the next group of eight from the activity already loaded; the current service returns at most the latest 100 cases and latest 100 activity entries for the selected scope. If an older visit or its changes are missing, do not treat that absence as proof that no activity occurred—use the organisation audit trail or ask Farmlync Support for the retained evidence. Compare visible activity with the relevant animal, stock or registry record if the case involved a change.

For the farmer’s end-to-end sequence, see Request and review Farmlync Support. For plan and capacity controls, see Billing & Plan.