17.7. How Clients Submit Service Requests from the Portal

This article describes what your clients see in the client portal. Use it to understand the end-user experience, or share the steps with clients who are getting started.

Browsing the Catalog:

In the client portal, clients open Service Requests to see the catalog of available requests. Each published request appears as a card — grouped by category — with its name, icon, and description. The page invites them to Submit a new request, and only requests you've published are shown.

Submitting a Request:

1. The client clicks a request card to open its Request Form.
2. They complete the fields you configured (any field you marked as required must be filled in).
3. They click Submit Request.

On success, the portal confirms Request submitted and shows the Request ID and, when a ticket is created automatically, the Ticket ID.

Tracking Requests Under My Requests:

Clients can review everything they've submitted under My Requests (and a Your recent requests summary appears on the portal). The list shows each request with its:

• Request name
• Submitted date
• Status — Pending, Succeeded, or Failed
• Details — a link to View the full submission
• Ticket — the linked ticket, or No ticket if none was created

Viewing a Submission's Details:

Opening a submission shows its Status, when it was Submitted, the Execution status, the linked Ticket, the client's Submitted Answers, and any Attachments they included.

Related Articles:

• 13.8. Client Portal User Guide — the broader end-user portal experience.
• 13.2. Inviting Clients to the Portal — give clients access so they can submit requests.
• 17.6. Review Service Request Submissions — how submissions appear on your side.