My Requests Page #
The My Requests page at /customer-portal/services/requests/ gives customers a complete view of all their service requests — both open and historical.
What DMSI Service Management Adds
Service requests and the associated request tracking interface are new to this extension. Core does not include a ticketing or request system. Customers can view full request history, communicate with staff, and track progress here.
Request List View #
The list displays all requests associated with the customer’s account, sorted by most recent first. Each row in the list shows:
| Column | Description |
|---|---|
| Request Number | Format: SR-XXXX (e.g., SR-1001) |
| Title | Brief description of the request |
| Status | new, assigned, in_progress, on_hold, completed, or cancelled |
| Priority | low, normal, high, or urgent |
| Created | Date the request was submitted |
| Last Updated | Date of most recent activity |
Customers can filter the list by status using tabs at the top of the page (Open, Completed, All).
Request Detail View #
Clicking a request number opens the detail view for that request. The detail view shows:
- Full request description
- All status changes in chronological order
- Staff notes that have been marked as visible to the customer
- The customer’s own replies
Reply Threading #
Customers can add replies to open requests directly from the portal. Each reply is appended to the request thread in chronological order. Staff see customer replies in the admin request detail view and can respond in kind.
Note: Replies are plain text. File attachments are not supported in the portal reply interface.
Closed Requests #
Completed and cancelled requests remain visible in the list permanently. Customers cannot re-open a closed request from the portal — they must submit a new request or contact staff directly.