How to attach an email from Outlook within a ticket?

nich · ‎04-21-2015

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:

email arrives in Outlook
agent selects it
agent clicks on a button within the Outlook ribbon
a popup window appears with a text box
agent inputs an already created ticket ID in the text box
agent clicks on "OK"
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 · ‎04-22-2015

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

View solution in original post

Artemis15 · ‎04-21-2015

Hi Nicolas,

For attaching the mail to sn, I can help you but for other stuffs you have to dig a little bit more.

--

Cheers,

AR

nich · ‎04-22-2015

Hello Akash,

Thank you for your reply.

If you mean that you can you help on how to attach a file from within SNOW, thanks but that's wont be necessary...

Regarding my original question and your advice to dig more: I did, hence me posting here. What I am looking for is a clear answer on where to dig, such as: "in order to do this you will have to use XYZ Api".

I did check the Service Integration on the Wiki and as far as I understand, I would have to use SOAP to integrate such solutions. Basically, as stated previously, I am looking to be pointed in the right direction.

Kind regards,

NM

Artemis15 · ‎04-22-2015

Hi Nicolas,

What I'm able to understand from your point that you want to create a macro in outlook by which user selects the mail to be sent to sn

for particular incident or record.

Am I right?

nich · ‎04-22-2015

Hello again Akash,

Yes that is correct.

To be more clear:

Email from an End-User arrives to the ServiceDesk generic mailbox
Agent selects or opens the email
Within the Outlook Ribbon, the agent clicks on a custom made button
A window pops up inviting the agent to paste the ticket ID of an already created incident record
Once ID is pasted and agent clicks OK, said email will be saved as .msg file in a temp folder on his machine which whill then automaticaly be added to the SNOW ticket

The part where I need pointers is on how to attach the .msg file to the incident record.

Let me know if I am not clear enough (English is not my primary language).

Kind regards,

NM