View and add comments to work order tasks from the Customer or Consumer Service Portal

View the details of any work orders and related tasks from the Customer or Consumer Service Portal.

Before you begin

Role required: sn_customerservice.customer and sn_customerservice.consumer

About this task

Customers can view work orders and related work orders tasks of their own or related  accounts. They can also add comments to work orders and tasks that are not in closed or canceled state.

Procedure

1. Log in to the Customer or Consumer Service Portal.

2. Click Support > Work Orders in the portal header.

3. In the list of work orders related to your account, click a work order number to view its related work order tasks.

4. Click the work order task number to view more information about it.

5. Type a message to the agent and click Send.

   Your message becomes part of the work order task conversation and appears as additional comments. All responses from agents to your messages are also included in the conversation.

   Note: A work note can be seen only by agents, but both agents and customers can see additional comments.