---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Enable external customers to create requests

# Enable external customers to create requests {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Enable your external customers to create and track requests from the Customer and
Consumer Service Portals.

## Before you begin

Role required: admin

## About this task

Each submitted request generates a case, with the request record associated to that case. Customer service agents can also create requests on behalf of contacts and consumers.  
Note:  
This feature requires activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request).

## Procedure

Configure the Case form to display the Initiated as request field.  
When a request is created from the portal, the system creates a case for the request and sets this field to true.  
Note:  
The Initiated as request field is read-only for all users.
**Related tasks**   

* [Create a request on behalf of a customer or consumer](https://servicenow-prod.fluidtopics.net/3Nbcqvwvm4NvGuAeVO0DSw "Customer service agents can create requests on behalf of customers from CSM Configurable Workspace or from the platform interface.")
* [Request an item or service from the Customer Service Portal](https://servicenow-prod.fluidtopics.net/2Zm3wzGcc66HCiNsoSebRA "Browse the catalog and create a request from the Customer or Consumer Service Portals.")