Assign a case

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Assign a case to yourself or another Outsourced Service Provider (OSP) agent within the organization to start working on the case or to fulfill the case.

    Before you begin

    Role required: sn_csm_ocs.ext_agent

    Procedure

    1. Navigate to Outsourced Customer Service > Cases > All.
    2. Click and open a case from the available list.
    3. Click Assign to me.
      Note:
      If the case is already assigned, the Assign to me button isn’t available.