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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# View all cases

# View all cases from the Consumer Portal {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
View all cases submitted from the Consumer Portal, including case details, agent conversations, and current status.

## Before you begin

Role required: none

## About this task

Note:  
View all cases menu item is visible only when the Customer Service with Request Management (com.sn_cs_sm_request) plugin is inactive.
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 must 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-all-cases-on-consumer-portal__ul_u41_yv1_cw}

## Procedure

1. Log in to the Consumer Portal.
2. Navigate to RequestsView submitted requestsView all cases in the portal header.
3. Select any case to view more information about the case.
4. **Optional:** Enter a message for 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**   

* [View cases and tasks from the Consumer Portal](https://www.servicenow.com/docs/keuE0ZXrvXOghu9pzSV6Pg "View your cases and tasks from the Consumer Portal, including case status, conversations with agents, and attached files.")
* [Accept or reject a case solution from the Consumer Portal](https://www.servicenow.com/docs/A_CInbk9_1QeFE21pE9kig "When an agent proposes a solution to your case, accept or reject it from the Consumer Portal to close or reopen the case.")

*[\>]: and then