---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# View case related emails and respond

# View case related emails and respond {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

As an OSP agent, you can view the list of emails related to a case that is assigned to you. You can respond to a case by emailing stakeholders.

## Antes de Iniciar

Role required: sn_csm_ocs.ext_agent

## Procedimento

1. Navigate to AllOutsourced Customer ServiceCasesMy Cases.
2. Open a case that you want to respond to.
3. Select Emails related list.  
   The list of emails sent earlier if any, is displayed.
4. Select New Email to create an email.  
   The recipient fields are pre-filled. You can add additional recipients if required.
5. Enter the body text in the Compose Email window.
6. Select the Attachment icon (![Attachment icon.]()) if you want to add an attachment to the email.
7. Select Send.