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Business Portal › Use › Sales Customer Relationship Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Request updates for one or more orders

Request changes to the expected order fulfillment date and shipping location for one or more orders or to draw attention to an issue by creating an order case from the Business Portal.

Before you begin

Role required: sn_customerservice.customer

Procedure

  1. Log in to the Business Portal.

  2. Select Requests > Submit a request > Submit a case > Submit an order case.

  3. Create a new order case.

    1. On the form, fill in the fields.
FieldDescription
AccountThe account for which you’re creating the case.
ContactThe name of the customer contact for this case.
Scope of requestThis option should be set to Order header details, multiple orders to create a case for one or more orders.
PriorityThe available assigned priorities are:- 1 - Critical - 2 - High - 3 - Moderate - 4 - Low \(default\)
Short descriptionOptional brief description.
2.  Select **Next**.

    An order case is created with its State as Draft.

  1. Select the orders that you want to add to the order case.

    1. On the Add and specify changes form on the order case page, select Add.

    2. On the Add orders to case window, select one or more orders and select Add.

      Order case lines are created corresponding to the order records.

    3. Select the order case lines you want to edit and select Edit.

      Select a single order case line to make specific changes to a specific order. Select multiple order case lines to make the same changes for all orders.

      Note:

      If you no longer want to make changes to an order case line item, select it, select the drop-down button next to Edit, and select Delete to remove it from the list of items to be modified.

    4. Modify any or all of the values in the Edit item dialog box.

      FieldDescription
      Requested expected dateThe date you want your order to be fulfilled.
      Requested shipping locationThe location to which you want your order to be shipped.

    5. Select Update.

    6. Select Next on the Add and specify changes form.

  2. Verify the requested changes and submit the order case on the Review and submit page.

    • If you need to make more changes, navigate to the required page from the Activities section and repeat the modification process.
    • If the changes are accurate, select Submit.

Result

The order case is created with the order case lines corresponding to the orders you updated, and the state of the order case changes to New.

Related topics

Configuring the Business Portal

Customer self-service for Sales Customer Relationship Management