The Zurich release has arrived! Interested in new features and functionalities? Click here for more

How to integrate ServiceNow with Outlook Calendar?

Go to solution
Johannes Mweli
Giga Guru

‎07-30-2024 08:13 AM

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

  • 6,054 Views
1 ACCEPTED SOLUTION

Go to solution
Robbie
Kilo Patron
Kilo Patron

‎07-30-2024 08:19 AM - edited ‎07-30-2024 08:20 AM

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

 

View solution in original post

6 REPLIES 6

Go to solution
Harini17
Tera Expert

‎01-15-2025 01:43 AM

Is there a way to handle when the attendee proposes a new time? I've implemented the calendar integration and all the invite goes out. But attendee is unable to propose new time.

0 Helpfuls

Go to solution
Dlam
Tera Expert

‎02-11-2025 02:50 AM - edited ‎03-26-2025 04:06 PM

I have updated the OOB Email Notification 'Notify Change Calendar' to send the meeting invitation only after State changes to Scheduled, and it has been working fine.

 

A user has requested to have the calendar booking to appear as Free instead of Busy, because some Changes might be scheduled for 1 to 2 days and it blocked out the user's calendar which can mislead other people when trying to send a meeting invite. In addition, the Team status will become red because Outlook calendar booking for the period of time shows busy.

 

I found this post https://www.servicenow.com/community/now-platform-forum/change-calendar-ics-file/m-p/1262976 and was able to get the calendar booking appears as Free. However, the Reminder is set to None so it again does not serve the original purpose for Change calendar integration.

 

Appreciate any input.

OOB Email Template change.calendar.integration to 

0 Helpfuls