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Use Case: JSM Request Fulfillment

Use this when: customers submit a simple request, but agents need repeatable internal follow-up work.

Example you can build

Section titled “Example you can build”
Customer request:
Provision test environment for Project Atlas


Internal follow-up:
├─ Validate request details
├─ Prepare environment
├─ Perform configuration
└─ Verify fulfillment

Best fit

Section titled “Best fit”

JSM Customer Portal Templates

Production 4.0.0 verified that an authenticated portal-only customer sees No template plus only the exact matching friendly template for the request context. Anonymous portal access is not supported.

The production customer-portal selector offers No template and the matching Service request checklist

The verified request was Access request for Acme Portal. Its smaller Service request checklist template created one internal follow-up child.

The agent view shows Portal origin, a Completed run, and the created follow-up child

These images show the actual one-child fixture. The four-step Project Atlas outline above is an example of how the same workflow could be expanded.

What this gives the team

Section titled “What this gives the team”
  • A simple customer-facing request experience.
  • Consistent internal follow-up work behind the request.
  • A supportable run record for agents without exposing internal template data to the customer.

The customer sees No template plus matching choices for the exact request type. Their populated Summary and Description stay unchanged.

Good for

Section titled “Good for”

Provisioning · access/setup requests · onboarding requests · standard operational changes · internal service fulfillment.

Configure the JSM flow →
Build the reusable template →