Submitting a Request #
Customers submit new service requests at /customer-portal/services/submit-request/. The form is contract-aware: it shows the customer’s hour balance inline so they can make an informed decision before submitting.
What DMSI Service Management Adds
The request submission form is part of this extension. It does not exist in Core. The form links directly to the customer’s active contracts and populates the hour balance in real time.
Form Fields #
| Field | Required | Description |
|---|---|---|
| Title | Yes | Brief summary of the request (max 200 characters) |
| Service Contract | No | Select which contract to bill time against (if applicable) |
| Category | No | Service category (populated from admin-configured service types) |
| Priority | Yes | low, normal, high, or urgent |
| Description | Yes | Full details of the request |
Inline Hour Balance #
When a customer selects a service contract from the dropdown, the form immediately displays that contract’s current hour balance below the selection field. This helps customers confirm that sufficient hours remain before submitting a billable request.
If the selected contract has less than 10% of its allocated hours remaining, a warning notice appears on the form.
After Submission #
When the customer submits the form:
- A new service request is created with status: new
- A unique request number is assigned (SR-XXXX)
- The customer is redirected to the request detail page for the new request
- A request-created notification email is queued and sent to both the customer and the admin notification address
No Active Contract #
If the customer has no active service contracts, the Contract field is hidden and the request is submitted without a contract association. Staff can link a contract to the request later from the admin view.