Request an item or service from the Customer Service Portal

task australia Updated Sep 10, 2026 1 min read customer-request-from-portal.md

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_csm_proxy_cont

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.

Procedure

Do one of the following to create a request:
- Select the Request Something link on the portal landing page.
- Select Requests > Request Something in the portal menu header.
Browse the service catalog and select the desired item or service.

You can also use the Category filters to filter the available items.
Fill in any necessary information related to the request.
Select 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.

Approve a change request, or registration request

51 lines · 2.5 KB Wrap lines

---
title: Request an item or service from the Customer Service Portal
description: Browse the catalog and create a request from the Customer or Consumer Service Portals.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-request-from-portal.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Customer Service Portal, Customer communication, Use, Customer Service Management]
---

# 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\_csm\_proxy\_cont

## 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-itsm-integration-view-request.md).

## Procedure

1. Do one of the following to create a request:

- Select the **Request Something** link on the portal landing page.
- Select **Requests** &gt; **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. Select **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.

**Related topics**

[View the status of a request, change request, or registration request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/view-request-status-cust-portal.md)

[Approve a change request, or registration request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/approve-request-from-cust-portal.md)