17.6. Review Service Request Submissions and Linked Tickets

Once a request is published, every client submission is recorded against it so you can see what came in and whether it was processed.

1. Navigate to Service Requests and open the request.
2. Go to the Submissions section.

If nothing has come in yet, the submissions list is empty.

Reading a Submission:

Each submission lists when it was submitted and its execution status. Click View Detail to open the full record, which includes:

• Submission ID: the unique identifier for the submission.
• Requester User: the portal user who submitted it.
• Client and Contact: who the request is for.
• Ticket Reference: the ticket created from the submission, if applicable (you can open it directly). Store-only submissions have no ticket reference.
• Workflow Reference: the workflow run, if the request triggers one.
• Execution Error: an error message, if the submission failed to create its ticket or run its workflow.
• Form Version: the version used when the response was submitted.
• History: the recorded submission and execution events.

The detail also displays the submitted answers so you can review the original response.

Review a Store-Only Response:

A definition published with Store Only completes by retaining an immutable submission, including its answers and attachments, requester, client/contact, submission time, and form version. It creates no ticket or workflow. This lets an account manager review GreenLeaf Dental Group's onboarding questionnaire without adding an artificial support task to the queue.

1. Open Service Requests, select the definition, and go to Submissions.
2. Find the response by submission time and confirm its status is succeeded.
3. Click View Detail and review the Requester User, Client, Contact, Form Version, and submitted answers.
4. Check History for successful execution. Ticket Reference and Workflow Reference show - because neither record is created, and Execution Error should also show -.

A missing ticket link is expected for store-only completion, not a routing failure. Later edits to the definition do not rewrite this stored response. Clients can review their submissions in the portal under My Requests, within their client account's access.

For the completion-mode setting, see 17.3. Build the Request Form with Fields, Help Text, and Options.

Troubleshooting Failed Submissions:

For a ticket-based or workflow-based request, an Execution Error means the request was received but the ticket or workflow couldn't be created automatically. This usually points to a routing problem, for example, a board, status, or priority that was changed or removed after the request was published. Review the request's Ticket Routing Configuration (see 17.4. Configure Ticket Routing and Execution for Service Requests) and re-publish to correct it.

Tip: Clients can also see the status of their submissions in the portal, including stored responses and any ticket created. See 17.7. How Clients Submit Service Requests from the Portal.