---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Deploy the ServiceNow Add-in for Microsoft Outlook

# Deploy the ServiceNow Add-in for
Microsoft Outlook {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Deploy the ServiceNow add-in for Microsoft Outlook so that users can chat with a virtual agent and create incidents and Visual Task Board (VTB) tasks from within Outlook.

## Before you begin

Office 365 administrator access and one of the following roles on the ServiceNow instance are required to deploy the ServiceNow add-in.

Role required: sn_outlook_addin.outlook_addin_setup or admin

## About this task

Deploy the ServiceNow add-in to Microsoft Outlook using the instructions in this Microsoft article: [Publish Office Add-ins using Centralized Deployment via the Office 365 admin center](https://docs.microsoft.com/en-us/office/dev/add-ins/publish/centralized-deployment).  
Note:  
You must be an Office365 administrator to deploy the ServiceNow add-in.

The ServiceNow add-in is supported only for use with Outlook for Mac and Outlook for Windows (Requirement set 1.4).

You can add or remove fields directly on the Incident form for users with the itil role by customizing the Outlook view form layout. For users who don't have the itil role, you can configure a Service Catalog record producer to use for creating new incidents.

## Procedure

1. Navigate to AllServiceNow Add-Ins for OfficeOffice Add-In Manifests.
2. Select New on the Office Manifests page.
3. On the form, fill in the fields.  
   {#deploy-outlook-add-in__table_bvj_h4y_13b__entry__2}

   | Field | Description |
   |-|-|
   | Add-in Name | Display name for the add-in. For example, if the add-in needs to be deployed only for administrators, you can choose to name it accordingly. |
   | Description | A short description of the add-in. For example, if the add-in is for a help desk, you can write a short description accordingly. |
   | Plugin ID | A unique identification string for the add-in you are deploying. You can change the plugin ID value to a new UUID to allow usage of multiple instances of the add-in. |
   | Version | Version of the plugin execution. |
   | Icon URL | HTTPS URL or relative URL for ServiceNow icon to display in Microsoft Outlook. |
   | Active | Option for making the add-in active. |
   [Table 1. Office Add-In Manifest form]

   {#deploy-outlook-add-in__table_bvj_h4y_13b}
4. Select Submit.  
   Note:  
   The Office Controls related list shows the menu and menu items associated with the add-in.
5. Select Download Manifest to download the add-in manifest file and follow the deployment instructions in the Microsoft article [Publish Office Add-ins using Centralized Deployment via the Office 365 admin center](https://docs.microsoft.com/en-us/office/dev/add-ins/publish/centralized-deployment).
6. **Optional:** Customize the add-in by selecting Clone Manifest from the context menu.  
   This option clones the current manifest into a new record that allows customizing the labels, icons, menus, and menu items.
7. To customize the Incident form for users with the itil role, configure the Incident form layout directly.
   1. Select the additional actions icon ![]() on the form and select ViewOutlook.
   2. Select the additional actions icon ![]() on the form again and then select ConfigureForm Layout.
   3. Add or remove fields, as needed.
   {#deploy-outlook-add-in__substeps_fml_tfj_2gb}
8. To customize the Incident form for users who don't have the itil role, use a Service Catalog record producer to configure the Incident form.
   1. Navigate to Service CatalogRecord Producers.
   2. Select the additional actions icon ![]() and then select Copy sys_id.
   3. Paste the copied sys_id into the Value field of the Provide sys_id of the record producer for create incident action from Outlook Add-In (sn_outlook_addin.create_incident_cat_item) system property.

*[\>]: and then