---
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


---

# Link case to email

# Associate an existing case with an email interaction {#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

Avoid duplicate case creation by associating an existing case with an email interaction.

## Antes de Iniciar

Role required: sn_customerservice_agent or sn_customerservice_manager

## Por Que e Quando Desempenhar Esta Tarefa

The interaction must be in a closed complete state before it can be linked to an existing case.

## 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 top section, select the More Actions icon (![More Actions icon]()).
6. Select Associate Record.  
   The Create New Interaction Related Record tab is displayed.
7. Select the case number from the Task drop-down list.  
   You can select the search icon (![Search icon]()) to view additional information about the task.
8. Select Save.
{#associate-existing-case-with-email-interaction__steps_b2k_5wy_zdc}

## Resultado

The email interaction has been linked to an existing case and displays in the Related Tasks section.