---
title: Assign a case to an OSP agent
description: As an Outsourced Customer Service external manager, you can assign a case to an agent under your group.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/osp-assign-case-manager.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Outsourced Service Provider manager tasks, Agent management, Use, Customer Service Management]
---

# Assign a case to an OSP agent

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 the Core UI as workspaces are not currently supported.

Role required: sn\_csm\_ocs.ext\_manager

## Procedure

1.  Navigate to **All** > **Outsourced Customer Service** > **Cases** > **Unassigned**.

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 \(\[Omitted image "lookup-list.jpg"\] Alt text: 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**.