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]

We were never able to find anything to trigger on, so we ended up displaying the contact_type field on the Outlook view and presetting it to Email.  I don't love the solution, but it works.  We let the impact go with system default.

Now I'm setting up the record producer used for non-ITIL users.  I can get the display to show the correct fields, but I haven't been able to populate them from the email content.  I also suspect this could be done in the catalog client script using some of the client controller script behind the widget, but I've no luck so far.  Hoping someone has done this and can share!

[Peter Groft]

The ServiceNow Add-in for Microsoft Outlook feature lets you engage with IT directly from an email or, for IT users, quickly create an incident from an email and immediately assign it to the correct team. It also lets you create a VTB task. You can activate the ServiceNow Add-in for the Microsoft Office plugin.

Hope This Helps,
Peter

[VL10]

Hello, we are using the ServiceNow Add-in for Microsoft Outlook and can create incident tickets from emails with the easy to use addin interface when reading email in Outlook.  The body of the email gets added as a comment. and we are wondering if it is possible to change the manifest to be able to add this in the description field instead.
Has anyone done this?

[Michael Culhan1]

Have a look at the client script of the Create Incident widget.  You can change the below to suite your needs (line 118)

					try {
						item = $window.Office.context.mailbox.item;
						g_form.setValue("short_description", item.subject);
						item.body.getAsync("text", {}, function(result) {
							g_form.setValue("comments", result.value.trim());
						});					
					} 
			

[Sarah Travis]

Has anyone successfully modified this section of code in the client script of the widget to allow for better formatted text copied from the email body to the incident comment or description?  Like new lines instead of no line breaks or a bunch of HTML?