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Request an item or service from the Customer Service Portal

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Request an item or service from the Customer Service Portal

Browse the catalog and create a request from the Customer or Consumer Service Portals.

Before you begin

Role required: sn_customerservice.customer_admin, sn_customerservice.partner, sn_customerservice.customer_case_manager, sn_customerservice.customer, sn_customerservice.consumer, sn_customerservice.proxy_contact

About this task

Customers and consumers can make requests from the Customer and Consumer Service Portals. Customer administrators, partners, and case managers can also make requests.
Note: Creating a request from the Customer and Consumer Service Portals requires activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request). It also requires that the system administrator provide external customers with access to request records.


  1. Do one of the following to create a request:
    • Click the Request Something link on the portal landing page.
    • Click Requests > Request Something in the portal menu header.
  2. Browse the service catalog and select the desired item or service. You can also use the Category filters to filter the available items.
  3. Fill in any necessary information related to the request.
  4. Click Submit.
    The system processes the request, creates the request and any other related records, and displays the details in the Related Records widget on the case view page.