---
title: Create an appointment
description: As an agent, you can make an appointment with the requester of a case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/osp-create-appt.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Outsourced Service Provider agent tasks, Manage cases, Use, Customer Service Management]
---

# Create an appointment

As an agent, you can make an appointment with the requester of a case.

## Before you begin

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

## Procedure

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

2.  Open a case.

3.  Click **Appointments** related list.

4.  Fill in the fields on the Appointment form, as appropriate.

    |Field|Description|
    |-----|-----------|
    |**To**|The customer's name.|
    |**Enter email address**|Email id of the customer.|
    |**Start time**|Select the start time and date.|
    |**End time**|Select the end time and date.|
    |**Reminder \(minutes\)**|Select reminder for the appointment.|
    |**Subject**|Enter the subject|
    |**Location**|Enter location.|
    |**Message**|Enter message for the appointment.|

5.  Click **Submit** and the appointment appears under **Appointments** related list in **Ready** state .

6.  Edit the appointment and click **Send activity** to send the appointment to the specified email address.

    **Note:** You can also cancel the appointment using the **Cancel appointment** related link.