Create a service problem case in the Customer Service Portal

---
title: Create a service problem case in the Customer Service Portal
description: Customers can create a service problem case to report an issue about the service from the Customer Service Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/create-a-product-case-from-the-customer-service-portal.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)]
---

# Create a service problem case in the Customer Service Portal

Customers can create a service problem case to report an issue about the service from the Customer Service Portal.

## Before you begin

Role required: sn\_sprb\_mgmt.customer

## Procedure

1.  Go to the Customer Service Portal by accessing your instance URL and adding a /csm suffix.

2.  On the home page, select **Get help**.

3.  In the **Categories**, select a **Support** category from the list.

4.  Select **Create a Service Problem Case**.

    Case form as been created using record producer. For more information about how to create record producer, see [Record Producer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/c_RecordProducer.md).

5.  On the form, fill in the fields.

    \[Omitted image "create-service-problem-case-customerportal.png"\] Alt text: Service problem case from customer service portal.

    |Field|Description|
    |-----|-----------|
    |Account|This account will be default to logged in user account|
    |Short description|Description of the issue or problem.|
    |Service|Services related to the logged in user account.|
    |Description of the issue|Brief description of the issue.|

6.  Select **Submit**.

    When the service problem case is submitted, the stage is automatically set to **Verify** and state as **New**.