Request and review Farmlync Support

What this workflow does

Use this workflow when Farmlync Support needs to investigate a farm problem or help perform a supported correction. Support agents sign in with their own staff accounts. Give the agent the organisation, farm, symptom and case reference; never give them your password.

Support access is controlled at two levels:

the organisation’s saved support permission; and
the approval and scope of the individual support case.

Normal Farmlync business rules still apply. Support access does not give an agent unrestricted database access or permission to bypass withdrawal, inventory, concurrency or government-registry validation.

Who can do what

Customer role	Available support action
Tenant Admin	Change the organisation’s saved support permission; approve organisation diagnostics; review, approve and end farm cases.
Farm Owner or Farm Manager	Review, approve and end cases for a farm they manage. They cannot change the organisation-wide saved policy.
Other farm roles	Use Farmlync normally but cannot grant support authority unless the page explicitly shows an allowed action.
Farmlync Support	Open or request a case under their own staff identity. A support agent cannot approve their own customer access.

If the page is offline or cannot confirm your current role, reconnect and refresh before approving or assuming a visit has ended.

1. Read the current support permission

Open Admin → Support access. The Your current permissions card shows one of these effective states:

Support access is off;
Ask me first;
Support is allowed; or
Viewing-only support is allowed.

The page also contains Permissions, Current access and History tabs. Only a Tenant Admin can change Permissions. Refresh support activity reloads current cases, sessions, approvals and edit requests; the page also refreshes open activity periodically while online.

2. Choose the organisation’s standing permission

Select Change permissions or open the Permissions tab, then choose one card.

Choice	Ordinary visit	Edits and protected work
Allow support	Support can open an ordinary case under the saved agreement without asking for every visit.	Ordinary farm work is available when operational support is enabled. Supported protected corrections and registry work still need one case-specific edit approval.
Allow support + Viewing only	Support can read ordinary farm information under the saved agreement.	Standing ordinary edits are disabled. A supported protected correction or registry action needs the case’s edit approval.
Ask me first	An authorized customer must approve each case before support opens the farm.	One Approve edits decision can approve both access and the supported edits for that same farm case; a second visit approval is unnecessary.
Off	Support cannot open farm records.	A Tenant Admin must enable support before the case can proceed.

Viewing only is shown only under Allow support when operational writes are available. It is not a fourth independent policy and does not appear under Ask me first or Off.

Expand What support can do before saving. Support does not gain customer user administration, security administration, billing changes, exports or unrestricted government-registry authority. View as user is always read-only.

Select Save permissions and wait for Support permissions saved. An Unsaved changes notice means the new choice is not active. Saving a changed policy records acceptance under the displayed support terms and ends current support sessions.

3. Give Support enough information

When contacting Support, provide:

the organisation and exact farm name;
the page and action where the problem appears;
what you expected and what happened;
the relevant animal tag, stock item, date or registry reference; and
whether Support may need to inspect only or make a correction.

Do not include passwords, API keys, payment-card information or unrelated personal information. The agent records a case reason and gives you the case reference.

4. Review the support request

Open the farm’s Support access page, or follow the case link and confirm that it names the expected organisation, farm and case.

Under Support requests, read:

the case reason;
whether it is farm support or organisation diagnostics;
the opening agent;
the current visit-approval state; and
any separate edit request and its expiry.

Organisation diagnostics is tenant-level and must be approved by a Tenant Admin. A farm Owner or Manager can approve a case only for their own farm.

Approve or decline the visit

Under Ask me first, select Approve support only when the case reason and farm are correct. Approval lasts for up to 24 hours, or until it is revoked, expires or the case closes. Select Decline when the request should not proceed.

If Edit approval requested is already visible, review that request first. Under Ask me first, Approve edits also allows Support to open that same farm case. Do not search for a second visit-approval step.

Approve or decline edits

The edit request displays the agent’s Help needed explanation and Until time. One approval covers supported protected corrections and government-registry work for the named farm and case. It does not grant user management, security changes, billing work, exports or a bypass of business validation.

Select Approve edits when the requested correction and duration are appropriate.
Select Decline edits when Support can continue investigating but must not make that protected change.
Select Stop editing later to end an active edit grant while leaving the case open.
Select End support to close the whole case and stop every agent session working on it.

5. Monitor the active visit

Open Current access. Active visits lists open cases with active agent sessions. For each visit, check:

case reason and named farm;
agent name;
session status and expiry;
access mode; and
whether the agent is Viewing as a particular customer user.

The displayed farm-case time uses the farm timezone. On the organisation-wide page, one selected farm-timezone context is currently used for all rows, so confirm the named farm when the organisation spans timezones.

Use Refresh support activity when an expected request, approval or session is not visible. During the visit, inspect any material change in its owning Farmlync page. Support actions use the same validations and records as customer actions.

6. End editing or the whole visit

Choose the action that matches your intention:

Action	Result
Stop editing	Ends the extra edit grant. The agent can continue an otherwise permitted investigation.
End support	Closes the case and ends all active sessions for it. Use this when work is complete or access must stop immediately.
Change saved policy	Stops current support sessions and applies the newly saved organisation setting to future access.

The agent can also Leave open, which ends their current session but keeps the case available to the support team, or Finish support, which closes it permanently.

7. Review completed work

Open History → Past visits and select Visit details. Review:

agent sessions;
Changes and activity;
execution evidence where available; and
Technical details for automatic access checks and session events.

Compare material activity with the actual animal, stock, milk or registry record and with the organisation audit log. Show more visits reveals another group of eight from the activity already loaded. The service currently returns at most the latest 100 cases and 100 activity entries for the selected scope, so an absent older event is not proof that it never occurred.

A stale case link can say the request is no longer open. Use History and the case reference rather than approving a new case without understanding what happened to the original.

Troubleshooting

Symptom	What to check
The request is not visible	Confirm the organisation and farm, select Refresh support activity, and ask the agent for the exact case reference.
Approval buttons are missing	Confirm you are a Tenant Admin, or an Owner/Manager of the named farm, and that the case is still open.
Saving permissions is disabled	Reconnect, confirm current authority and wait for the support terms/notice to load.
Support still cannot edit	Check whether the visit is active, the edit request is approved and unexpired, and the requested action belongs to the supported edit catalogue. Normal validation may still block it.
The visit should have ended	Select End support, refresh current activity and confirm the active visit has disappeared.
An old visit or action is missing	Check the organisation audit trail or request retained evidence; the customer page returns a bounded recent history.

Completion checklist

The saved organisation policy matches how the organisation wants Support to work.
The approved case names the correct farm, reason and agent activity.
Edit authority was granted only when needed and stopped afterward.
Material changes were verified in the owning Farmlync record.
End support or the agent’s completed case has removed the active visit.
Past visit evidence and the audit trail agree with the work performed.

See Support access — permissions, visits and case approvals and Billing, plan and support access.