The Service Requests page is used to create and track citizen-initiated service requests.

• The Service Requests page will display any service requests that the signed-in citizen initiated. Service requests initiated by an agency employee, such as meter change-outs or shut offs, will not be displayed in the Customer Payment Portal.
• The Open Service Requests section displays any open service requests the citizen created.
  • All service requests the citizen initiated that are in "New" and "Active" status will be displayed in this section.
• The Closed Service Requests section displays any closed service requests the citizen created.
  • All service requests the citizen initiated that are in "Closed", "Cancel", and "Void" status will be displayed in this section.
• Citizens can click the Create Service Request button to create a new service request. This will open the New Service Request window.

• From the New Service Request window, the citizen can select the Type of service request they would like to create.
  • This field will populate with the service request codes that are enabled in the Service Request Codes section of My Agency> Settings> Service Requests.
  • The names displayed for the available service request codes can be customized using the Override Description field when setting up which service requests citizens should be able to initiate.
• The Comments section is then used to enter the service request details and the citizen's contact information.
  • The text that displays below the Comments section can be edited via the Override Comments Helper Text column of the Service Request Codes section on My Agency> Settings> Service Requests. When edited, it will display in a larger, bolder font to draw additional attention.
• Once the citizen has selected the service request type and entered the relevant comments and contact information, they will used the Submit Service Request button   to complete the process.
• When a service request is submitted through the Customer Payment Portal, CPO will generate a notification email for each agency employee specified in the Email Addresses field on My Agency> Settings> Service Requests.
• The citizen-initiated service request will be assigned a status of "New" in Springbrook/Cirrus.
• The UB Account for the citizen submitting the service request will also be updated to include the new service request (UB> Maintenance> Account> Service Requests tab).