Create a service problem case in the Customer Service Portal

task brazil Updated Sep 10, 2026 1 min read create-a-product-case-from-the-customer-service-portal.md

Raw file servicenow.com

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

Go to the Customer Service Portal by accessing your instance URL and adding a /csm suffix.
On the home page, select Get help.
In the Categories, select a Support category from the list.
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.

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.

Select Submit.

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

49 lines · 1.9 KB Wrap lines

---
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/telecom-media-technology/create-a-product-case-from-the-customer-service-portal.html
release: brazil
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/brazil/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**.