How to integrate ServiceNow with Outlook Calendar?

[Johannes Mweli]

Hi ServiceNow Community Developers

I have the following use case that I need to implement – I would like to integrate ServiceNow with Microsoft Outlook so that when a change request is scheduled the details of the change appear in Outlook as a scheduled meeting. For instance, the short description from the change request will appear as a meeting Title. The Planned start date and Planned end date from the change request will appear as Start time and End time respectively in Outlook.

Would you guys please advise if this is something that is possible to accomplish in ServiceNow.

Thanks,

Johannes

[Robbie · Accepted solution]

Hi @Johannes Mweli,

This is absolutely possible. Have you seen the 'Calander Integration' docs/notes? See below for high-level details, but essentially from a standard email notification, you can leverage the 'change.calendar.integration' email template to pass and integrate into Outlook (or other) calendars.

Take a peek at the email template 'change.calendar.integration' and look to use this (or similar/customised version suitable for your needs)

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

High level docs: https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/notification...

Email template 'Message text': similar to the following:

BEGIN:VCALENDAR
PRODID:-//Service-now.com//Outlook 11.0
MIMEDIR//EN
VERSION:2.0
METHOD:PUBLISH
BEGIN:VEVENT
ATTENDEE;ROLE=REQ-PARTICIPANT;RSVP=TRUE:MAILTO:${to}
ORGANIZER:MAILTO:${from}
FREEBUSY;FBTYPE=FREE
DTSTART:${dtstart}
DTEND:${dtend}
LOCATION:${location}
TRANSP:OPAQUE
SEQUENCE:${sys_mod_count}
UID:${uid}
DTSTAMP:${dtstamp}
DESCRIPTION:${description}
SUMMARY:${summary}
PRIORITY:${priority}
X-MICROSOFT-CDO-IMPORTANCE:${priority}
STATUS:CONFIRMED
CLASS:PUBLIC
END:VEVENT
END:VCALENDAR

[Johannes Mweli]

Thanks Robbie, this works exactly like I wanted it to. You have saved the day for me.

Johannes

[Robbie]

Haha - No worries at all @Johannes Mweli - Happy to help. We've all been there. Have a great day.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[thoemu_s]

I also have a question about this.

Currently, we already have the situation where, for every active change in ServiceNow, an appointment with a start and end time is created in the Outlook calendar of the person to whom the change is assigned.

Now we have the following new requirement:

We would like to introduce an additional checkbox for changes (not a mandatory field) specifically for calendar entries.

If the checkbox is activated, the change implementation period will be entered into a shared Outlook calendar after approval. The checkbox should already be able to be activated by the requester and then verified or overridden by the assessor.

The goal is to have a clear calendar with only the effectively relevant changes that have an impact on all services. This is particularly important with regard to onboarding other departments within the company. This way, the impact that changes can have on each other can be better identified.

This would involve a shared calendar that the teams would have access to.

How can we implement this?


edit:

figured out how this works 🙂

/now/nav/ui/classic/params/target/sysevent_email_action.do --> Notify Change Calendar

when to send:

who will receive:

contains:

so we can copy this one and then change the conditions to 

if checkbox XY is true --> send to XYZ

if checkbox XY is false --> send to "assigned to" 🙂