View all cases from the Consumer Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • View all cases submitted from the Consumer Portal, including case details, agent conversations, and current status.

    Before you begin

    Role required: none

    About this task

    Note:
    View all cases menu item is visible only when the Customer Service with Request Management (com.sn_cs_sm_request) plugin is inactive.
    Selecting a case opens a form with the following sections:
    • A conversation that displays the interaction between the consumer and the customer service agent.
    • The action that must be taken on the consumer's part, such as accepting or rejecting a solution.
    • The case details, including the case number and current status.
    • Any attached files.

    Procedure

    1. Log in to the Consumer Portal.
    2. Navigate to Requests > View submitted requests > View all cases in the portal header.
    3. Select any case to view more information about the case.
    4. Optional: Enter a message for the agent and select Send.
      Your message becomes part of the case conversation. All responses from the agent are also included in the conversation.