If you can't seem to remove canceled events from your Outlook calendar, this may be because the cancellation notification is missing a unique identifier (UID) from the original email. Outlook uses the standard iCalendar data format for calendar events. When a Change request is assigned to you, ServiceNow automatically sends you an iCalendar-formatted email. You'll see the meeting request inside of Outlook, and you can click accept to add it to your calendar.
Unfortunately, when an event is canceled, it can stubbornly remain in your calendar. This is because the cancellation ID does not match up to the original email ID. For example, if you create a new CHG request, the instance does the following:
- Sends a calendar invite with unique calendar identifier (UID) of UID:CHG00000001, for example.
- When the Assigned to is altered, it triggers a change.calendar.notify.remove event for the above calendar invite.
- It then sends a new calendar notification intended to remove the above calendar, but the UID uses a watermark string (Ref:) instead of the original UID above, for example: UID:Ref:MSG0000211.
Since calendar-related notifications for updates or cancellations must use the same unique ID to identify the calendar item, the cancellation request is not processed. To correct this issue, you can update the change.calendar.integration.remove email template.
How to remove canceled events from your calendar:
- In the navigation filter, enter System Policy.
- Go to Email > Templates.
- In Email Templates, open change.calendar.integration.remove.
- In the Message field, changeUID:${uid} to UID:${number}.
This should clear up any unwanted events on your calendar.
For related articles, see:
ServiceNow iCal cancel requests do not remove item from customer calendar
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