Create a new case from an email message in Microsoft Outlook

If a customer whose contact details are available sends an email stating an issue, you can easily create a customer service case.

Before you begin

Role required: sn_customerservice.contact_manager and sn_customerservice.proxy_contact

Procedure

1. Open the email message you received from a customer.
2. On the Microsoft Outlook Home tab, click View in ServiceNow.
   The Outlook add-in panel opens in the right pane.
3. Click the more icon ().
4. Select Create Case from the menu.
5. Fill in the case details on the case form.
6. Click Submit.