End User

In any organization, end users play a pivotal role in the seamless functioning of the Service Request management module. Serving as the initial point of contact, end users initiate Service Requests for various services, ranging from technical support and software installations to equipment maintenance. An End user can log, track, update and SRs through Apex, Digital Agent, mobile app, and Email.

End User Portal

The intuitive interface of End User Portal has easy-to-navigate options for submitting and tracking SRs. Whether you're seeking technical support, equipment assistance, or software solutions, the portal provides a seamless experience to streamline your service needs.

To access the End User Portal, perform the following steps:

1. Click Service Management.
2. The End User Portal is displayed.
   Figure: End User Portal
3. End Users can log an incident, SR, browse the Knowledge Base, and access the Community as well through the End User Portal by clicking on the different cards on the End User Portal.
4. Search Incidents, SRs, and Knowledge Articles by typing in the keywords in the search bar. The search bar features all the results displayed in a dropdown beneath it as you type keywords, offering instant feedback and intuitive navigation. This streamlines the search process, enabling you to refine your queries efficiently without needing to submit them fully. (Refer the below screenshot)
   Figure: Search bar - End user portal
   
   The search bar features the results in different tabs. You can conveniently sift through comprehensive search results under different tabs, including "All" for a comprehensive overview, and individual module-specific tabs for focused exploration. Click on a specific record from the search results that you want to view. This will open the record in a new tab.
5. Apart from searching an SR through the search bar, you can also access the SRs from the left menu. Navigate to Service Request on the left menu. Click My Service Requests.
   The list page of all the SRs is displayed:
   Figure: SR list page

End users can perform the following actions using Service Request Management module of Apex:

For complete details on how to log an SR and view/update the SR details, refer the below section:

View Service Request	Edit Service Request	Log Service Request