---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Assign a case to an agent

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

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](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 UI16 interfaces, as workspaces are not supported at the moment.

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.

*[\>]: and then