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04-21-2025 10:03 PM
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
Solved! Go to Solution.
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06-04-2025 08:59 AM
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.
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04-23-2025 12:25 PM
Hi @MansiShah
It looks like an Outlook issue. Are you able to add other items using drag and drop? else log a now support case.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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06-04-2025 08:59 AM
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.
