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The requester experience

You can contact Flow through one of the following channels your organization configured:
  1. Slack: start or continue a direct message or channel thread
  2. Microsoft Teams: start or continue a supported channel conversation
  3. Email: send a new request or reply to the existing thread
A catalog item may be one of the following:
  • An access request: asks for approval and may provision entitlements after decision
  • An automation service: starts an automation that fulfils the request
Both create trackable work the responsible team can see in Conversations. You do not need to choose a queue or know the underlying process. Stay in the channel conversation. Flow asks for the details it needs and coordinates the next step.

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Start a request

1

Describe what you need.

From Slack, Microsoft Teams, or email, describe the service or access you need and who it is for if not yourself.
2

Answer follow-up questions from Flow.

Provide justification, duration, or other details when Flow asks.
3

Track the outcome.

After submission, follow confirmation, approval, and fulfillment updates in the same thread.
Exact intake behavior depends on how your team configured channels under Settings → Chat.

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What explanation-only messages do

Asking what Flow can do, or telling it not to create anything, keeps the exchange read-only. A tracking number exists only after Flow confirms that tracked work was created. When human investigation is needed, Flow can collect the details and escalate to a configured service desk. You receive confirmation only after the handoff is created.

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Following up

You cannot edit a submitted request in place. Add context by replying on the thread.

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When Flow cannot submit the request

Try once more with the service, recipient, and business need. If Flow still cannot find a requestable service or safe action:
  • Use the Slack, Microsoft Teams, or email channel your organization provided for the team.
  • Ask an administrator whether the service has been published for you and which team channel to use.
  • Contact the team through that channel if Flow returns an unexpected error.
Do not open a duplicate when Flow already created a conversation.

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Fields Flow may collect

Exact fields depend on each catalog item your builders published.