---
title: Request an item or service from the Consumer Portal
description: Submit a request for an item or service from the Consumer Portal service catalog.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-request-from-consumerportal.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use Consumer Portal, Customer communication, Use, Customer Service Management]
---

# Request an item or service from the Consumer Portal

Submit a request for an item or service from the Consumer Portal service catalog.

## Before you begin

**Note:** Creating a request from the Consumer Portal requires activation of the Customer Service with Request Management plugin \(com.sn\_cs\_sm\_request\). It also requires that the administrator to [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).

Role required: sn\_customerservice.case\_authorized\_consumer or sn\_customerservice.consumer

## About this task

Users can make requests for a product or service from the Consumer Portal. Customer administrators, partners, and case managers can also make requests.

## Procedure

1.  Navigate to the Consumer Portal.

2.  Navigate to **Requests** > **Submit a request** > **Submit any request**

3.  Browse the service catalog and select the item or service.

    Select topics from the navigation menu to view related articles and catalog items.

4.  Fill in the fields on the form.

<table id="table_clf_qrc_m3c"><thead><tr><th>

Fields

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Household

</td><td>

Household the customer belongs to.

</td></tr><tr><td>

Customer

</td><td>

Name of the customer. Selecting a household filters the list to members of that household only.

</td></tr><tr><td>

Product

</td><td>

Product that you need help with.

</td></tr><tr><td>

Subject

</td><td>

Brief summary of the issue.**Note:** When you start entering the subject, the application searches the configured knowledge bases and displays the results in the **Related Content** list.

</td></tr><tr><td>

Description

</td><td>

Detailed description of the issue.**Note:** When you start entering the subject, the application searches the configured knowledge bases and displays the results in the **Related Content** list.

</td></tr></tbody>
</table>5.  Upload any attachments.

6.  Select **Submit**.


## Result

The system processes the request, creates it along with related records, and shows the details on the record view page.

**Related topics**  


[View cases and tasks from the Consumer Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/view-cases-on-consumer-portal.md)

[View orders](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/view-orders.md)