---
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


---

# Item/Service request

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

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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://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.").

## Procedure

1. Do one of the following to create a request:
   * Select the Request Something link on the portal landing page.
   * Select RequestsRequest Something in the portal menu header.
   {#customer-request-from-portal__choices_rqf_t5c_qgb}
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 tasks**   

* [View the status of a request, change request, or registration request](https://www.servicenow.com/docs/Oo1d58AnqrbXyfsG5hU9zg "Users with the snc_external role can view the status of requests and change requests from the Customer Service Portal.")
* [Approve a change request, or registration request](https://www.servicenow.com/docs/OWatonTHJm3urYKe1k0jVQ "Users with the snc_external role can view and approve registration requests and change requests from the Customer Service Portal.")

*[\>]: and then