ServiceNow for Legal Outlook Add-in fails after SSO login – “Something went wrong, couldn’t start
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yesterday
Issue Description
We are configuring ServiceNow for Legal (Legal Service Delivery) Outlook Add-in with Azure AD SSO.
ServiceNow SAML SSO with Azure AD is configured and working correctly
Azure Test Sign-in redirects successfully to the ServiceNow instance
User exists in ServiceNow and email/username matches Azure AD
However, when using the Outlook Add-in:
Add-in opens
User is prompted for login
After successful authentication, the add-in fails with error:
“Add-in Error – Something went wrong and we couldn’t start this add-in. Please try again later or contact your system administrator.”
What We Have Already Checked
SAML SSO configuration in ServiceNow (working in browser)
Azure Enterprise Application and user assignment
Certificates uploaded correctly
User profile email and username mapping verified
Works in ServiceNow UI, fails only in Outlook Add-in (desktop and web)
Question
Does ServiceNow for Legal Outlook Add-in require Azure OAuth (App Registration) in addition to SAML?
Are there specific requirements for manifest.xml (WebApplicationInfo / client ID / scopes)?
Is SAML alone supported for the Outlook add-in, or is OAuth mandatory?
Any documentation, KB, or confirmed setup guidance would be very helpful.
Environment
Instance type: PDI / Developer Instance
Add-in: ServiceNow for Legal (Outlook)
Identity Provider: Azure AD
Authentication: SAML (browser), Outlook Add-in failing post-login
Could you please any suggestion for this
