Manually create tickets directly from outlook emails

[EssnZilla]

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?

[Bhuvan]

@EssnZilla 

I have not implemented it but know that there is an option similar to what you are looking for and can be configured.

Below documentation explains the steps for plugin installation and mapping of fields,

https://www.servicenow.com/docs/bundle/yokohama-employee-service-management/page/product/sn-addin-ms...

Refer below video that is same as your requirement and explains the steps,

https://www.youtube.com/watch?v=vt8Y3lOPGOs&ab_channel=incident%E2%80%A4do

Thanks,

Bhuvan

[Viraj Hudlikar]

@EssnZilla 

I would recommend you to go through this doc first and it will help you to understand more. The add-in is typically installed and managed by a Microsoft 365 administrator from the Microsoft 365 admin center
https://www.servicenow.com/docs/csh?topicname=using-sn-addin-for-ms365.html&version=latest

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.

[Viraj Hudlikar]

@EssnZilla 

Found one more link which might be helpful for you

Modifying the ServiceNow Microsoft Outlook Plugin to Create a Record in Another Table – Incident.do

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.

[EssnZilla]

Thank you @Viraj Hudlikar and @Bhuvan  both for your helpful tips. I will go through them and let you all know. Thanks again.