How to attach an email from Outlook within a ticket?

[nich]

Hello,

As per the title, I am looking for a way to create an AddIn or a macro for Outlook 2010/2013 which would allow the agents to add the currently selected item in their mailbox (Outlook client) into an already created SNOW ticket.

Basic workflow:

1. email arrives in Outlook
2. agent selects it
3. agent clicks on a button within the Outlook ribbon
4. a popup window appears with a text box
5. agent inputs an already created ticket ID in the text box
6. agent clicks on "OK"
7. ticket gets updated by attaching the previously selected email

My search-fu tends to be decent, but I can not for the life of me find any tutorial on how-to do that.

I have basic knowledge of C# and should be able to get proficient in VBA without too much hassle.

Any idea/suggestion?

Thank you in advance for your time.

Kind regards,

Nicolas

[jose_valle · Accepted solution]

Hi Nicolas,

If you are able to make a SOAP web service call from your code, then you should be able to use the AttachmentCreator SOAP web service. It allows you to upload an base64 encoded file to the instance and attach it to a record of your choosing. The following wiki article has more information with some code samples that while they are not C# or VBA, give you a basic idea of how this can be accomplished.

AttachmentCreator SOAP Web Service - ServiceNow Wiki

Hope this helps.

-Jose

[nich]

Hello Jose,

Sorry for the late reply and thank you for your help.

Cheers that got me going in the right direction and I started to make good progress.

Using ServiceNow ecc_queue demo I could, post creating an INC and getting its sys_id, add an outlook .msg file which contained attached files and inserted pictures (post converting to base64 to get the payload string).

Once I figure a way to get the sys_id from an INC within vba or c# I should be able to achieve what I am looking for.

Once again, I thank you.

Kind regards,

NM

[Artemis15]

Nicolas,

Currently I'm looking for something that can solve you.

You just need to make a addin in outlook to call REST/SOAP WebService. Will update you shortly on this.

--

Cheers,

AR