Visual Out‑of‑Office (OoO) Indicator in ServiceNow Using M365

[Sriram34]

Following the ServiceNow–Microsoft Teams integration, we would like to understand whether it is possible to provide a visual indication within ServiceNow when a user has an Out‑of‑Office (OoO) status set in M365 (Outlook / Teams).

Current Situation

• ServiceNow is integrated with Microsoft Teams.
• Users are referenced in various ServiceNow records such as:
  • Incidents
  • RITMs
  • Caller / Requested For / Assigned To fields
• ServiceNow currently does not display any indication when a referenced user has an active OoO status in M365.

Desired Capability

• Display a visual indicator (icon, status badge, tooltip, etc.) next to a user’s name in ServiceNow forms and lists to indicate:
  • The user currently has Out of Office enabled in M365.
• Ideally based on:
  • Outlook Automatic Replies
  • Teams presence / calendar status

Business Value

• Improves assignment decisions by avoiding users who are unavailable.
• Reduces SLA delays caused by assigning work to users who are OoO.
• Improves user experience and operational efficiency for agents.

Key Questions to Address

1. Can ServiceNow retrieve OoO / availability data from M365 via:
   • Existing Teams integration
   • Microsoft Graph API
2. Is it possible to:
   • Store this status in ServiceNow (e.g., on the User [sys_user] record)?
   • Display it contextually in forms, lists, and reference fields?
3. What are the technical, licensing, and performance implications?
4. Are there out-of-the-box capabilities or would this require:
   • Custom integration
   • Scheduled sync
   • Real-time API calls

[Tanushree Maiti]

Refer : ServiceNow for Microsoft Teams and Microsoft 365   if it helps.