Configuring Outlook Actionable Messages for Survey

[Jaz_M]

I have been trying to configure OAM - Outlook Actionable messages to send a Notification with the Survey embedded.

Ive seen several posts but none really resolve or show full solution.

I have created a survey with basic trigger for testing and checked the boxes 'Send Notification and Outlook Actionable Message' in the Survey. Ive then put the mail script ${mail_script:include_survey_actionable} into my Notification message (Send User Invite).

Questions:

• I have enabled OAM Plugin successfully, do I also need to enable 'ServiceNow Add-In for Microsoft Outlook' ?
• Do you have to use the 'Send User Invite' notification, is this a set requirement or can you create a new notification with condition to act on your specific survey only, using ${mail_script:include_survey_actionable} in the message?
• Ive not been able to find documentation on the code in the above mail script, particularly the line " sn_ms_oam.AdaptiveCardsFactory().generate('send_survey', template, current); " - what is the significance of the 'send_survey'?  is this an event or script include?
• Im working in my DEV environment and looking at the email logs there to see what is produced. Would the embedded surveys show here when you do 'Preview HTML' or will it only show in the Outlook mailbox ?
• The Email log shows the details of the message produced successfully, this has the <script> tag and the the correct JSON enclosed, Ive tested the JSON at https://messagecardplayground.azurewebsites.net/ and this shows successfully my one survey choice question,  yet the email received into my Outlook mailbox still doesn't show the embedded survey question, I have a compatible Outlook client,  so does issue lie in SN or Outlook, what needs configuring in Outlook to make the survey appear, as the JSON is there? Ive been told our Outlook/Office 365 environment is compatible.

Most grateful if anyone can shed light on the above.

[Michael Todd]

Hi Zmud, 

Did you get a resolution to this - I am experiencing the same issue. Everything appears to be configured corrected and I am seeing no errors, but yet the survey is not embedded.

[binun]

Hello,

Is there any solution to this? I am also facing the same issue in my environment . 

Regards,
Archana

[Jaz_M]

We decided not to use Outlook Actionable Embedded Messages in the end, just never got it to work fully.

However, initially I was using a Shared Mailbox for testing. Eventually I read you cannot use a shared mailbox, the survey email needs to go to an individual users mail box.

Also if your ServiceNow users are brought in via LDAP from Active Directory, then the user ID and email in ServiceNow, should match the user ID and email in Active Directory.

At that point I was able to send the embedded survey in the Outlook email ... but the survey did not submit back, instead I then had error messages in Outlook regarding the code trying to submit the survey back.

I gave up at that point.

[Sahil15]

Hello Everyone,

We were facing same issues as well. Unfortunately lack of proper documentation is causing lot of problems utilizing the OAM plugin. I feel there is still lot of work needs to be done by ServiceNow as plugin has lot of limitations. Also the adaptive card which ServiceNow is using is old version '1.0' although version '1.5' is already out hopefully in future releases we will get this improved.

After checking multiple documentation and knowledge articles we were able to make it work. Below is what I have done step by step hopefully this will help those who are still stuck in between. Note: I used it for surveys so below steps are for surveys, for approvals also steps would be similar.

1: Install OAM plugin.

2: Plugin will create a record with name 'Outlook Actionable' in 'Application Registries'. You need to update the 'Client id' with your instance name. Please note token might be missing there so you might need to update 'Client id' from backend script keeping token id as it is. This is to establish connection between your outlook and Servicenow Instance so when we click on submit it will complete the survey.

3:  Now open the survey that you want to configure. There we need to update 2 fields 'Send notification' and 'Outlook Actionable Message' as checked. Please note: field 'Outlook Actionable Message' (created with plugin) might not be available directly in form you may need to add it in the form or update this via list view.

4: Updating field 'Outlook Actionable Message' as checked is critical. That time it will validate whether specific survey is eligible for the actionable message or not. Below are the limitations for Questions as per ServiceNow.

• • Attachment
  • Date
  • Datetime
  • Template
  • Reference
  • Image Scale
  • Ranking
• Dependant questions are not supported.
• Signature is not supported.
• Mandatory questions are supported.

5: Now we need to make sure that my email which generally gets triggered for my survey is configured for actionable message. Whatever is the email body just add '${mail_script:include_survey_actionable}' at the end. This is the OOB script which comes with OAM plugin.

Now we are all set. Whenever survey mail is triggered it will override the existing content with actionable survey message. Note: There is another limitation with this we cannot add our own company branding and email content along with survey card. It will just send plain survey with Intro and Question to it.

I have found one workaround to have my own branding and dynamic data over the survey card content. Let me know anyone wants details for that as well.

[jean-pauldehaas]

hey,

this was really helpfull especially the shared mailbox part.

i would like to get more info about the branding of the notification