Outlook integrations with ServiceNow by opening automated Incidents

[mariusion2001]

We have requests from our Management regarding the implementation of Outlook emails and opening a ticket automatically from an email to a specific mailbox an Incident in ServiceNow.
On the previous ticketing system we had created such automation and now with ServiceNow want to make the same process in order to reduce the numbers of the manual incidents opened by ServiceDesk on the requests from the customers.

Do you have some documentation, article or video materials that could help me in order to configure this in ServiceNow, please?
We are on the Yokohama 12 version.

Thank you.

Kind regards,
Liviu Marius Ion

[fknell]

Hi @mariusion2001,

you can create an inbound email action for an email address like incident@yourinstance.servicenow.com. You can create and update existing tickets.

Here you have the Yokohama docs for your reference: Inbound email actions 

Hope this helps!

[Tanushree Maiti]

Hi @mariusion2001 

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

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

Refer:  https://www.servicenow.com/docs/r/yokohama/it-service-management/incident-management/create-incident...

Now Regarding Automation: please explain your use case in brief.