ServiceNow incident outlook integration

[john_duchock]

We are investigating using the Microsoft Outlook plugin to allow users to create incidents from outlook.  The setup is pretty straight forward, but i cannot seem to find any documentation on how to configure it a bit better.  Some obstacles:

• The "out-of-the-box" configuration pre-populates the short description and additional comments with some pretty abstract text that i want to change and standardize, but i cannot figure out where to go in the platform to modify it (is it part of the manifest sent to our office 365 team when we configured it?)
• We have some custom fields (and a few OOTB fields) that i want to populate with standard values when an incident is submitted via outlook.  I am sure i can do this with a business rule (or two) but there might be a better way...

Anyone had any luck configuring the outlook integration capability ...and if so, can you direct me to some better documentation than what exists now? These are all i can really find out there:

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/incident-management/co...

[Sarah Travis]

I'm looking for that trigger as well.  These incidents are created with nothing unique in the XML.  I even looked to see if we could put a hidden field on the widget that's populated with a value, but using the Form Designer on a view doesn't give that option (as this would be accomplished in a UI policy).  

I'll let you know if I get anywhere with the Server script.

[QX]

I am dealing with the same thing....I still cant find where to add/remove fields on the default view on the outlook. I would love to add the some custom fields on there from the incident form just cant figure out how. 

[Sarah Travis]

You can update the fields that appear in Outlook by going to an incident record and changing the view to "Outlook".  Update that form with the Configure > Form Design or Form Layout options.

[QX]

That was simple and easy....thanks a lot. Another question....lets say I want to add Change on the plugin, what would I change in the mainfast to add Create Change on there?

[Sarah Travis]

First clone the delivered manifest by going to the actions menu (hamburger or right click in header) and choose Clone Manifest.  Rename that copied manifest to Create Change.  Until you click Activate, you can update the associated Office Control. 

I expect you will need to connect that control to a new portal page that's cloned from the original and designed for Change inputs.  You'll also probably need to create a new Outlook view on a change record to be tied to the new portal widget.  I haven't done any of this yet, so not sure how involved it would be.  

I suggest first looking at all of the installed components of the ServiceNow Add-Ins for Microsoft Office application.  You can do that by choosing the app in your app picker and click the icon for Show selected application.  Then view the tab Installed Files.  You can order by Class to see all of the related items a little easier.  You could compare the delivered VTB files to the Incident ones perhaps. 

Good luck and please share if you figure it out!