---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Associate an existing case with an email interaction

# Associate an existing case with an email interaction {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Avoid duplicate case creation by associating an existing case with an email interaction.

## Before you begin

Role required: sn_customerservice_agent or sn_customerservice_manager

## Procedure

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}

## Result

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

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