---
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


---

# View case

# View a case from the Consumer Service Portal {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Users with the consumer role can view a list of cases from the Consumer Service
Portal and select individual cases to see more detail.

## Before you begin

Role required: sn_customerservice.consumer

## About this task

Selecting a case opens a form with the following sections:

* A conversation that displays the interaction between the consumer and the customer service agent.
* The action that needs to be taken on the consumer's part, such as accepting or rejecting a solution.
* The case details, including the case number and current status.
* Any attached files.
{#view-cases-consumer-portal__ul_u41_yv1_cw}

## Procedure

1. Log in to the Consumer Service Portal.
2. Select SupportCases in the portal header to view a list of cases related to the current user.
3. Select the case number to view more information about the case.
4. If desired, type a message to the agent and select Send.  
   Your message becomes part of the case conversation. All responses from the agent are also included in the conversation.
**Related tasks**   

* [Accept or reject a case solution from the Consumer Service Portal](https://www.servicenow.com/docs/QdLIbe2_Lg0YlUSlrogWsw "Users with the consumer role can accept or reject the proposed solution for a case from the Consumer Service Portal.")
* [Create a case from the Consumer Service Portal](https://www.servicenow.com/docs/8u14s7Ew41UFCA8NHLhcNQ "As a user with the consumer role, you can create cases from the Consumer Service Portal.")

*[\>]: and then