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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama 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: Yokohama  
Updated January 30, 2025  
![](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/o1tEvLb8gIm6A2DZN5cpZA "Customer service agents can create requests on behalf of customers from CRM Workspace or from the platform interface.")
* [Request an item or service from the Customer Service Portal](https://servicenow-prod.fluidtopics.net/RquRIaI_eQh2Vd0XLqn4rA "Browse the catalog and create a request from the Customer or Consumer Service Portals.")