Associate an existing case with an email interaction

---
title: Associate an existing case with an email interaction
description: Avoid duplicate case creation by associating an existing case with an email interaction.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/associate-existing-case-with-email-interaction.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [Email Interaction for CSM]
breadcrumb: [Using Email Interaction for CSM, Customer communication, Use, Customer Service Management]
---

# Associate an existing case with an email interaction

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

\[Omitted video\] Description: Associate an existing case with an email interaction

## Before you begin

Role required: sn\_customerservice\_agent or sn\_customerservice\_manager

## About this task

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

## Procedure

1.  Navigate to **All** > **CSM/FSM Configurable Workspace**.

2.  Select the List icon \(\[Omitted image "List\_icon\_eaai\_new.png"\] Alt text: 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 \(\[Omitted image "Ellipses-icon.jpg"\] Alt text: 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 \(\[Omitted image "Search\_icon\_eaaI-new.png"\] Alt text: Search icon\) to view additional information about the task.

8.  Select **Save**.


## Result

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