---
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


---

# View case related emails and respond

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

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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 creating a new email and sending it to the stakeholders of the case.

## Before you begin

Role required: sn_csm_ocs.ext_agent

## Procedure

1. Navigate to AllOutsourced Customer ServiceCasesMy Cases.
2. Open a case you want to respond to.
3. Click Emails related list.  
   The list of emails sent earlier if any, are displayed.
4. Click New Email to create a new 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. Click the Attachment icon (![Attachment icon.]()) if you want to add an attachment to the email.
7. Click Send.

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