SAP Knowledge Base Article - Public

3401132 - How To Link Existing Case to an Inbound Email

Symptom

You would like to understand the steps that are required to link an existing case to an inbound email.

Environment

SAP Service Cloud Version 2.

Resolution

In order to link the case to the emails, you can follow the steps below:

  1. Navigate to the Emails work center.
  2. Select any inbound email in the list.
  3. Navigate to the Related Entities tab.
  4. Click on Add Related Entities.
  5. In the pop-up, you can select the object as Case.
  6. Next, you can search for any case you would like to associate with the email.

You can add a single case or multiple cases at the same time to the email, also having the option to associate other objects.

Keywords

Case, Object, Associate, Link, Existing Case, Email, Inbound Email, Related, Related Entities, Add, SAP Service Cloud Version 2, V2, , KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions