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Creating an incident in Microsoft Outlook

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Creating an incident in Microsoft Outlook

To create incidents and VTB tasks or to chat with a virtual agent from within your Outlook email, activate and deploy the ServiceNow Add-in for Microsoft Outlook feature.

The ServiceNow Add-in for Microsoft Outlook feature lets you engage with IT directly from an email or, for IT users, quickly create an incident from an email and immediately assign it to the correct team. It also lets you create a VTB task.

Activate the ServiceNow Add-in for Microsoft Outlook

You can activate the ServiceNow Add-in for Microsoft Outlook plugin (com.sn_outlook_addin) if you have the admin role.

Before you begin

Role required: admin

Procedure

  1. Navigate to System Definition > Plugins.

    A banner notifies you that you are in the All Applications page, which contains plugins and ServiceNow Store applications.

    Note:
    To redirect to the legacy list view for plugins, click the link.
    Legacy list banner
  2. Find the plugin using the filter criteria and search bar.

    You can search for the plugin by its name or ID. If you cannot find a plugin, you may have to request it from ServiceNow personnel. To request a plugin, follow the steps in Request a plugin.

  3. Activate the plugin.

    You can activate the plugin directly from the All Applications page or you can view more details about the plugin before you activate it.

    • If you are certain that you have the correct plugin, click Install, and when you see the dialog box, click Activate.
      Plugin dialog box
    • To view plugin details before activation:
      1. Click the plugin name.
      2. On the form, click the Activate/Update related link.
      3. In the dialog box, review the dependent plugins.

        If your plugin requires dependent plugins, they are activated automatically when you activate your plugin if they are not active already.

      4. If demo data is available and you want to install it, click Load demo data.

        Some plugins include demo data, which are sample records that describe plugin features for common use cases. Load demo data when you first activate the plugin on a development or test instance. You can always load demo data later by clicking Load demo data only on the plugin form.

      5. Click Activate.

Deploy the ServiceNow Add-in for Microsoft Outlook

Deploy the ServiceNow add-in for Microsoft Outlook to chat with a virtual agent, create incidents and VTB tasks from within the Microsoft Outlook.

Before you begin

In addition to having one of the following roles on the ServiceNow instance, you must be an Office365 administrator to deploy the ServiceNow add-in.

Role required: admin, sn_outlook_addin.outlook_addin_setup

About this task

Deploy the ServiceNow add-in to Microsoft Outlook using the instructions in this Microsoft article: Publish Office Add-ins using Centralized Deployment via the Office 365 admin center

Note: You must be an Office365 administrator to deploy the ServiceNow add-in.

The ServiceNow add-in is only supported for use with Outlook 2016+ for Mac and Outlook 2016+ for Windows (Requirement set 1.4).

You can add or remove fields directly on the Incident form for users with the itil role by customizing the Outlook view form layout. For users that do not have the itil role, you can configure a Service Catalog record producer to use for creating new incidents.

Procedure

  1. Navigate to ServiceNow Add-In for Outlook > Office Add-In Manifests.
  2. Click New on the Office Manifests page.
  3. Fill in the form fields.
    Table 1. Deploy MS Outlook add-in form fields
    Add-in Name A user-friendly name for the add-in. For example, if the add-in needs to be deployed only for administrators, you can choose to name it accordingly.
    Description A short description of the add-in. For example, if the add-in is for a help desk, you can write a short description accordingly.
    Plugin ID A unique identification string for the add-in you are deploying. You can change the plugin ID value to a new UUID to allow usage of multiple instances of the add-in.
    Version Version of the plugin execution.
    Icon URL HTTPS URL or relative URL for ServiceNow icon to be displayed in Microsoft Outlook.
    Active Indicates if the add-in is active.
  4. Click Submit.
    Note: The Office Controls related list shows the menu and menu items associated with the add-in.
  5. Click Download Manifestto download the add-in manifest file and follow the instructions in the Microsoft article for deployment. Microsoft article: Publish Office Add-ins using Centralized Deployment via the Office 365 admin centerpage.
  6. Optionally, you can also customize the add-in by clicking Clone Manifest from the context menu. This option clones the current manifest into a new record that allows customizing the labels, icons, menus, and menu items.
  7. To customize the Incident form for users with the itil role, configure the Incident form layout directly.
    1. Click the context menu (OutlookContextMenuIcon) on the form and select View > Outlook.
    2. Click the context menu again and select Configure > Form Layout.
    3. Add or remove fields, as needed.
  8. To customize the Incident form for users that do not have the itil role, use a Service Catalog record producer to configure the Incident form.
    1. Navigate to Service Catalog > Record Producers.
    2. Right-click the record producer to use for creating new incidents and select Copy sys_id.
    3. Paste the copied sys_id into the Value field of the Provide sys_id of the record producer for create incident action from Outlook Add-In (sn_outlook_addin.create_incident_cat_item) system property.

Use the ServiceNow Add-in for Microsoft Outlook

Create an incident or VTB task or chat with a virtual agent directly from within Microsoft Outlook using ServiceNow icons.

Before you begin

Role required: none

Procedure

  1. On the Microsoft Outlook Home tab, click the ServiceNow icon (OutlookAddInIcon) and select Create Incident or Create VTB Task.
  2. In the ServiceNow IT Service Management pane, click Login and enter your ServiceNow credentials.
    You may need to reauthenticate if your session has expired.
  3. For an incident record, fill in the following fields and click Submit.
    Table 2. Incident form
    Field Description
    Number Auto-generated incident number.
    Caller Current logged in user (default).
    Short description Subject of the current email (default).
    Additional comments Email body in text format (default).
    Category Category of incident.
    • Inquiry / Help
    • Software
    • Hardware
    • Network
    • Database

    You can add or remove fields directly on the Incident form for users with the itil role by customizing the Outlook view form layout.

    Note: For users that do not have the itil role, the configured Service Catalog form for creating new incidents is shown.
  4. For a task record, see fill in the following fields and click Create.
    Table 3. VTB Task form
    Field Description
    Select Board VTB board to which task belongs.
    Select Lane Lane of the VTB board.
    Short Description Short description of the task.
  5. To chat with a virtual agent, select the Chat with Virtual Agent UI action.
    A chat window opens as a pane. You can begin the virtual chat regarding your requests.
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