---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Assign a case to an OSP agent

# Assign a case to an OSP agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
As an Outsourced Customer Service external manager, you can assign a case to an agent under your group.

## Before you begin

Note:  
The outsourced customer service external managers \[sn_csm_ocs.ext_manager\] can perform their designated tasks using the Core UI as workspaces are not currently supported.

Role required: sn_csm_ocs.ext_manager

## Procedure

1. Navigate to AllOutsourced Customer ServiceCasesUnassigned.
2. Open a case.
3. Enter the name of the agent in the Assigned to field and select the agent from the list displayed.  
   You can also click the Lookup using list icon (![Lookup using list.]()) and select the agent.  
   Note:  
   The Assignment group field is pre-populated with the group name. The list of agents belonging to that group is displayed when you lookup.
4. Click Update.

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