outlook actionable Message

divya pandey1 · ‎03-10-2025

I need to configure the outlook actionable message from my PDI to Outlook account and i need to customize the body message of request/RITM/change Approvals.

I would request if anyone can help on this?

Dr Atul G- LNG · ‎03-11-2025

Hi @divya pandey1

For that, you'll need Outlook servers. Do you have the name and details handy? If yes, you can replace the Gmail settings with Outlook. However, based on experience, it doesn’t make much of a difference since both Outlook and Gmail are just interfaces for email. So, for testing purposes, you can use Gmail and proceed.

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View solution in original post

Viraj Hudlikar · ‎03-10-2025

Hello @divya pandey1

First you will install a store plugin for this link now since you are trying in PDI you will need to install from Application Manager as showcased below:

Further for configuration as per your requirement you can check below threads and some KB links

Solved: Configuring Outlook Actionable Messages for Survey - ServiceNow Community

https://www.servicenow.com/docs/csh?topicname=embed-survey-in-outlook-email.html&version=latest

Solved: Outlook actionable messages overriding additional ... - ServiceNow Community

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0750361

https://youtu.be/XEiHYou6aKo?si=BQbWKnGEIbRbeTJ5

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

divya pandey1 · ‎03-10-2025

I have installed that plugin in my PDI. I have configured the survey invitation notification and all the conditions. When i resolved one incident then survey invitation notification is triggered in my email logs and mail has been sent to my outlook account but i am not able to getting those emails in my outlook.
Please help me

Dr Atul G- LNG · ‎03-10-2025

You won’t receive emails from PDI, as email functionality is restricted there. Inbound and outbound emails won’t work. You’ll need to configure the email settings accordingly. @divya pandey1

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Viraj Hudlikar · ‎03-10-2025

Hello @divya pandey1

What is state of email in email logs? Is it Sent? If no, then you need to configure in your PDI so email sending functionality works as this is disable over PDI by ServiceNow

Solution: Email Configuration in your Instance (PD... - ServiceNow Community

https://youtu.be/bAxanOHjU54?si=8FoHmSAvGrdc3FNq

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.