Manually create tickets directly from outlook emails
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08-07-2025 01:59 AM
Hello Community,
We have ITSM pro and MS Outlook (M365) in our org. We are looking at the option to create an incident or service request from an outlook email where user can select the email on Outlook and at a click on a button log a ticket in ServiceNow without leaving the outlook screen, by using something like an Add-in link on Outlook. Any thoughts?
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08-07-2025 02:04 AM
Use the 'send' button on outlook and an inbound email flow to create the ticket in ServiceNow?
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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08-07-2025 02:09 AM
Thanks Mark, but we don't want that option. We want the add-in to throw a dialog box and collect some info like, business area, business app etc, before they log it. Typically, we are looking at add-in that can carry out this task.
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08-07-2025 02:13 AM
Did you check this ?
Thanks,
Bhuvan
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08-07-2025 02:27 AM
Thank you Bhuvan, could you tell me how I can enable the ServiceNow add-in on Outlook. I don't see anything in the Add-in section related to ServiceNow? Do we need to custom build it?
