---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Request item or service

# Request an item or service from the Consumer Portal {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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://www.servicenow.com/docs/oH_Afkfyph8XNq4XvQCVkg "With access to problem, change, and request records, external customers can view these records associated with their customer service cases from the Customer and Consumer Service Portals.").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 RequestsSubmit a requestSubmit 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.  
   {#customer-request-from-consumerportal__table_clf_qrc_m3c__entry__2}

   | Fields | Description |
   |-|-|
   | Household | Household the customer belongs to. |
   | Customer | Name of the customer. Selecting a household filters the list to members of that household only. |
   | Product | Product that you need help with. |
   | Subject | 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. |
   | Description | 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. |
   [ ]

   {#customer-request-from-consumerportal__table_clf_qrc_m3c}
5. **Optional:** 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 tasks**   

* [View cases and tasks from the Consumer Portal](https://www.servicenow.com/docs/keuE0ZXrvXOghu9pzSV6Pg "View your cases and tasks from the Consumer Portal, including case status, conversations with agents, and attached files.")
* [View orders](https://www.servicenow.com/docs/JkGKA2hW1s_K8eo65B7GJQ "View your orders and order details from the Consumer Portal using the Order Management app.")

*[\>]: and then