Published at: 2026-09-17

Submit a service request as an end user

Submit a service need that a support agent should assess before deciding what happens next.

Overview

Use a service request when a support agent must understand the issue, collect details, and choose a resolution path. After submission, an intake agent claims the request and can close it or convert it to a work order when that capability is enabled.

Before you begin

Open the web service portal published by your organization.
Sign in, unless the organization allows guest submission.
Prepare the problem description, contact details, and other requested information.

Procedure

On the portal home page, select Service Requests.
Select New or Submit Service Request.
Enter the problem description, contact, phone number, and other displayed fields.
If prompted, select the record type that matches the request.
Verify all required fields and contact details.
Select Submit.
Record the request number or other information on the result page.

Expected result

The system creates a service request and sends it to the configured intake or assignment process.
The result page confirms submission. If enabled, you can also receive a service notification.
An intake agent can close the request or convert it to a work order when conversion is enabled.

Troubleshooting

Service Requests is unavailable

Confirm that you use the correct organization-provided entry. Portal configuration controls this menu.

You cannot submit the form

Complete all required fields and verify your contact details. Guest access and customer requirements depend on configuration.

The request did not enter work order processing

A service request is not a work order. An intake agent can process or close it directly, or convert it to a work order when the organization enables that capability.

Notes

Fields, record types, and action labels depend on portal configuration.
Guests can use only the fields and data made available to the guest role.
Do not submit the same need more than once.