Email Integrations

The system provides integrations through email.

Change Management Integration with Outlook

ServiceNow's Change Management application can send your pending changes to your Microsoft Outlook Calendar automatically. This functionality is controlled by a script in the change events business rule.

Note: The following integration is not part of the supported platform. The integration may require additional customization prior to operating correctly. This integration is typically performed by an experienced administrator or consultant.
Outlook uses the standard iCalendar data format, which is simply a standardized way to describe a calendar event. Events in this format can be sent from a meeting originator (ServiceNow) to a meeting attendee (that's you) as specially formatted emails. So when a change request is assigned to you, ServiceNow will automatically send you an iCalendar-formatted email. You'll see the meeting request inside of Outlook, and you can click accept to add it to your calendar.
Figure 1. Change Management Integration with Outlook
If you've turned on Calendar Integration, you'll be informed every time:
  • You're assigned to a schedulable change
  • A schedulable change of yours gets reassigned to somebody else
  • A change gets rescheduled for a different time
Note: Note the deliberate use of the phrase schedulable change. A change needs a start date and an end date before it can be scheduled properly, otherwise it isn't considered schedulable and therefore won't show up in Outlook.

Common Questions and Answers

  • If I change the start or end of a change in Outlook, will ServiceNow be updated?

    No, it won't. Currently this is a one-way integration. ServiceNow can send scheduled events to Outlook, but the reverse is not true.

  • Does this integration work with other email clients?

    Yes. While we've only tested with Outlook 2003 and 2007, this integration should work with any email client that supports the iCalendar format.

  • What about older versions of Outlook like Outlook 2000?

    There are known issues with Microsoft's Outlook 2000 ICalendar support. Many of these issues (though not all) can be resolved by installing Microsoft patches.

Change Management Business Rule

The following is the "change events" business rule associated with this enhancement:

  if (current.start_date.changes() || current.end_date.changes() || current.assigned_to.changes()) { 
  if (!current.start_date.nil() && !current.end_date.nil() && !current.assigned_to.nil()) {
 gs.eventQueue("change.calendar.notify", current, current.assigned_to, previous.assigned_to);
 
} 
 
  // Remove from previous assigned to, due to assigned_to changing
  if (!previous.assigned_to.nil()) {
if (!current.assigned_to.nil() && current.assigned_to.changes() && 
  (!previous.start_date.nil() && !previous.end_date.nil())) { 
    gs.eventQueue("change.calendar.notify.remove", current, current.assigned_to, previous.assigned_to);
}
 
} 
 
 
  // Remove old calendar from current assigned to, due to date changing
  else if (!current.assigned_to.nil()) {
 if ((current.start_date.changes() && !previous.start_date.nil()) || 
   (current.end_date.changes() && !previous.end_date.nil())) {
     gs.eventQueue("change.calendar.notify.remove", current, current.assigned_to, current.assigned_to);
 } 
 
} 
 
}

Turn on Change Management Integration with Outlook

You can decide on a per user basis whether change requests assigned to that user are sent to their Outlook calendar.

About this task

Naturally, if they don't use Outlook, you might not want to turn this option on. Even if they do have Outlook, they may prefer to not receive calendar updates.

To turn on Outlook integration:

Procedure

  1. Open the user record for the user for whom you want to enable this feature.
  2. Change the Calendar Integration field from None to Outlook.
    Tip: You may need to add this field to your User Record by configuring the form.
  3. Save the record.
    Any changes assigned to that user generates calendar integration messages via email.