Published at: 2026-09-17
Configure end-user self-service intake
Configure a Web customer service site where end users can submit and query work orders.
Overview
The international edition provides one end-user self-service entry: the Web customer service site.
The Web customer service site is in limited release. Use this guide to verify the intake path, then use the dedicated site guide for page design and publishing.
Before you begin
- Confirm that the tenant uses the international edition.
- Confirm that the Web customer service site is enabled for the tenant.
- Decide which work order record types and data the end user must be able to submit or query.
- Prepare an end-user test account with the intended permissions and test data.
Configure the Web intake entry
- Follow Configure a Web customer service site (limited release) to create or select a standalone site, design the Web page, and publish it.
- Open the published portal URL with the end-user test account.
- Submit a test work order. Verify its record type and account or contact information when those fields are used.
- Query the work order list and open a detail page. Confirm that the results don’t exceed the test account’s data permissions.
Expected results and verification
- The end-user test account can open the published Web customer service site.
- The portal shows only the submission and query entries available to the account.
- The test work order is created with the expected record type and data.
- Work order lists and details remain within the account’s data permissions.
Notes
- The Web customer service site is a limited-release capability. Don’t publish it as the production entry until availability is confirmed for the tenant.
- A portal entry doesn’t grant work order object, field, or data permissions.
- Email, equipment-code, and external-system intake are configured as separate channels.