Use service requests
Service Requests is the compact reference module shipped with Customer Portal. It is a working organization-scoped workflow as well as an implementation example for contributors.
Understand request visibility
Open My requests at /requests. Despite that navigation label, the current list endpoint is scoped to the entire active organization, not only to requests created by the signed-in user. Members of the same active organization can list and read those records according to the feature policy.
The current role policy is:
| Organization role | Actions |
|---|---|
| Owner or admin | Create, read, update, delete, list, and manage |
| Member | Create, read, update, and list |
| System administrator | Standard platform administrator bypass |
manage controls the organization management view and access to internal notes. delete is not granted to ordinary members.
Create a request
Choose New request or open /requests/new, then provide:
- a title between 3 and 200 characters;
- a description between 10 and 5,000 characters;
- a priority: Low, Medium, High, or Urgent;
- an optional category of up to 100 characters.
New requests start as Open and default to Medium priority when no other priority is selected.
Find and follow requests
The list supports text search, status, priority, and category filters. It can be sorted by creation time, status, or priority, and the filter state is retained in the URL so a view can be bookmarked or shared with another authorized member.
The four statuses are:
| Status | Meaning |
|---|---|
| Open | Received and not yet in progress |
| In progress | Actively being handled |
| Resolved | A resolution has been reached |
| Closed | Work and follow-up are complete |
Select a request to inspect its description, category, priority, status, creation date, and resolution date when available. Updates refresh the record's modification time.
Manage the organization queue
Organization owners and administrators open /admin/requests. The management dashboard aggregates request counts and supports queue filtering. Select a request to change its status or priority and maintain internal notes.
Internal notes are returned only to users with manage access. Moving a request to Resolved or Closed records the corresponding timestamp.
The shared data contract includes assignment to a portal user, but the current administration page does not yet populate the assignee selector. Treat interactive assignment as unavailable until that control is completed.
Use the dashboard signals
The portal dashboard shows active and resolved totals plus recently changed requests. Users with management access also receive an attention view that highlights:
- active urgent requests;
- active requests without an assignee;
- active requests that have remained open for more than seven days.
The module's architecture and policy implementation are documented in Service Requests for contributors. Feature authors can use it with Create a feature layer.