New outlook dragging email issue

MansiShah · ‎04-21-2025

My device -Windows 11, I am using Outlook (New), my issue is that I used to be able to drag emails straight out of Outlook (Classic) and attach them to tickets in SNOW (Operations environment NOT employee centre) file type = .msg.

Looking forward to get idea from others if they faced such issue and any steps to resolve it.

Thanks

Mario Ochoa · ‎06-04-2025

Hello,

I have the same issue. It does look to be issue with the new Outlook since it works with everything else.
When you drag the email from the new Outlook, you can see the orange bar at the top of the incident. Once you drop it, nothing gets attached.
I can drag and drop files into an incident from my File Explorer just fine and emails from the classic Outlook.

The workaround is to save the email first (either on .msg or .eml) and then drag and drop it from File Explorer or directly via 'Manage Attachments' on the incident.

View solution in original post

Dr Atul G- LNG · ‎04-22-2025

Hi @MansiShah

So you want this or don't want this? There is system property which allow the drag and drop on attachements.

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Dr. Atul G. - Learn N Grow Together
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MansiShah · ‎04-22-2025

we are looking forward to get idea how to resolve it - drag and drop emails from new outlook to attach.

Dr Atul G- LNG · ‎04-22-2025

Hi @MansiShah

This system property allow the drag and drop

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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MansiShah · ‎04-22-2025

That is already active but from new outlook we can not drag and drop emails - we have to save it to computer and it saves in .eml file than attach it earlier we were able to attach directly from outlook without saving emails to PC