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 This video was recorded in the Zurich release. ServiceNow product documentation: https://www.servicenow.com/docs/r/customer-service-management/associate-existing-case-with-email-interaction.html ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community ServiceNow TechBytes Podcast: https://www.servicenow.com/community/community-resources/servicenow-techbytes-podcasts/ta-p/2305455 For general information about ServiceNow, visit: http://www.servicenow.com