---
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


---

# Access linked cases and emails

# Accessing associated cases and interaction emails {#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

Access the associated case from the email interaction and vice versa. From the email interaction, agents can view the linked case for additional context. While from the case, they can access all related email interactions. This
smooth navigation helps agents manage customer issues more effectively.

## Access a case from an email interaction {#ariaid-title2}

View the linked case to get additional context on the email interaction.

### Antes de Iniciar

Role required: sn_customerservice_agent or sn_customerservice_manager

### Procedimento

1. Navigate to AllCSM/FSM Configurable Workspace.
2. Select the List icon (![List icon]()).
3. In the Interactions section, select My Interactions.
4. Open an email interaction.
5. From the contextual side panel, select Related Lists.
6. From the Related lists section, select Related Tasks.
{#access-case-from-email-interaction__steps_b2k_5wy_zdc}

### Resultado

All cases associated with an email interaction and their details are displayed.

## Access an email interaction from a case {#ariaid-title3}

View the linked email interaction to access all information related to the case.

### Antes de Iniciar

Role required: sn_customerservice_agent or sn_customerservice_manager

### Procedimento

1. Navigate to AllCSM/FSM Configurable Workspace.
2. Select the List icon (![List icon]()).
3. From the Cases section, select My Cases.
4. Open a case.
5. Select the Interactions tab.
{#access-email-interaction-from-case__steps_b2k_5wy_zdc}

### Resultado

All email interactions associated with the case and their details are shown.