How to receive Outlook calendar notifications

Michael H1
Tera Guru

‎06-29-2022 11:42 AM

Hi,

I am trying to think about the best way to perform the following:

We would like to generate tasks to perform maintenance on rooms after someone has accepted a block of time for the room. It seems like the route to go would be to use our ServiceNow instance email as an Optional address/contact for these maintenance windows, then use an inbound action to process the notification to generate a task. I understand this may not be the best method/route to go for this, however.

I am curious if this is an issue or a lack of integration on our part, but is there a way for ServiceNow instances to receive Outlook (O365 on cloud) calendar meeting messages/invites? When attempting to use our developer and production emails as Optional invitees on Room invites, the instances do not receive these notifications. I am assuming this is because our emails are either not actually licensed O365 accounts or ServiceNow does not process meeting notifications. I am not very familiar with Outlook meetings but meeting notifications do not appear to be actual emails that are generated, but rather unique to Outlook.

I see there appear to be multiple discussions relating to this, but ServiceNow Calendar Invites, as an example, appears to go the opposite route, of sending invites from ServiceNow to Outlook, whereas I am curious about specifically processing room requests when the ServiceNow instance email is added as an Optional address when scheduling a block of time.

Any information on how to get started is appreciated.

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Jabagi
ServiceNow Employee
ServiceNow Employee

‎07-06-2022 07:27 AM

Hello.

Your instance should be receiving the invitations just like any other email. If you do not see them in the sys_email table, check with your email administrators to make sure the invitation left your email organization and was delivered to the instance mailbox.

However, even if your instance receives those emails, there is no OOTB functionality to parse invites. If you would like to process invites, you will need to implement the parsing logic.

Best Regards,
Jabağı Kök

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