Want to customize the MS outlook plugin to create Service Request

Siddharth4
Tera Contributor

‎05-23-2025 06:27 AM

Hi,

 

I'm working on customizing the Microsoft Outlook plugin in ServiceNow to enable the creation of a Service Request directly from Outlook. I found the article, which explains how to modify the plugin to create a Story record.

 

However, instead of creating a Story, I want to use a Service Catalog Item to create a Service Request. Specifically, I’m using the catalog item named “Submit the General Request” to generate the request.

I need guidance on the following:

  1. Which table should I target in ServiceNow when submitting a catalog item from Outlook?
  2. How can I create or customize a view/form for the catalog item so that the relevant fields appear in Outlook?
  3. What changes are needed in the server-side and client-side scripts to integrate the catalog item with the Outlook plugin?
  4. How do I ensure the plugin displays the correct fields associated with the "Submit the General Request" catalog item?

Any detailed instructions or best practices would be greatly appreciated to help me configure the plugin correctly for Service Request creation.

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Siddharth4
Tera Contributor

‎05-23-2025 06:29 AM

The Article I'm using is:

incident.do/2023/12/03/modifying-the-servicenow-microsoft-outlook-plugin-to-create-a-record-in-another-table/?utm_source=chatgpt.com
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