---
schema_version: "1"
id: 75ff10fd8e038627201395cd47a95a62b80e2fd1b44d1796472bc35afa681304
title: Relate a Case to an Incident Manually
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_pco_relate_case_manual.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_relate_case_manual.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a26b5214fe4f2ee34063e0fa5528e33bc503d386ea297ae71cba505f0497e18c
description: Relate cases that report the same disruption to one incident so customer service and IT teams can work from shared incident information. From the Related Incidents component on a case, create a new incident or add an existing one. Field mapping prefills incident fields when you create an incident from the case.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Relate a Case to an Incident Manually

Relate cases that report the same disruption to one incident so customer service and IT teams can work from shared incident information. From the Related Incidents component on a case, create a new incident or add an existing one. Field mapping prefills incident fields when you create an incident from the case.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
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          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d114856e74">User Permissions Needed</th>
          </tr>
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        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d114856e74 ">To create an incident from a case, or add an existing incident to a case:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d114856e74 ">IT Fulfiller permission set</td>

          </tr>
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      </table>

1. Open the case you want to relate to an incident.
2. To create a new incident from the case, in the **Related Incidents** component, open the menu and select **New Incident**.
    1. In the **Create Incident from Case** window, complete the incident fields, such as **Subject**, **Description**, **Priority**, **Status**, **Impact**, and **Urgency**.
        
        Field mapping prefills some fields from the case. For how an admin sets up which fields are copied, see [Configure Field Mappings for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_field_mapping.htm&release=264.0.0&type=5 "Control how fields are populated and displayed when you create related IT service records.").
    2. Click **Save**.
        
        The incident is created and related to the case. It appears in the **Related Incidents** component.
3. To add an existing incident to the case, in the **Related Incidents** component, open the menu and select **Add Existing Incident**.
    1. In the **Relate Existing Incident** window, find the incident with **Search incidents**, and then select it from the list.
        
        The list shows the Incident, Subject, Priority, Status, and Category columns.
    2. Click **Add**.
4. To remove an incident that no longer applies, on the incident's row in the **Related Incidents** component, select **Remove from Case**.