---
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


---

# Use Microsoft Outlook to create incidents and VTB tasks

# Use Microsoft Outlook to create incidents and VTB tasks {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create an incident or a Visual Task Board (VTB) task, or chat with a virtual agent, directly from Microsoft Outlook by using the ServiceNow add-in.

## Before you begin

The ServiceNow Add-in for Microsoft Outlook must be activated and deployed. For more information, see [Configuring Microsoft Outlook to create incidents and VTB tasks](https://www.servicenow.com/docs/3cnNcC3E6c0EnccjIGVlKg "To create incidents and VTB tasks, or to chat with a virtual agent from within your Outlook email, activate and deploy the ServiceNow Add-in for Microsoft Outlook.")

Role required: none

## Procedure

1. On the Microsoft Outlook Home tab, select the ServiceNow icon (![OutlookAddInIcon]()) and select Create Incident or Create VTB Task.
2. In the ServiceNow IT Service Management pane, select Login and enter your ServiceNow credentials.  
   You may need to reauthenticate if your session has expired.
3. For an incident record, fill in the following fields and select Submit.  
   {#use-outlook-add-in__table_ssz_g5z_dgb__entry__2}

   | Field | Description |
   |-|-|
   | Number | Auto-generated incident number. |
   | Caller | Currently logged-in user (default). |
   | Short description | Subject of the current email (default). |
   | Additional comments | Email body in text format (default). |
   | Category | Category of the incident. * Inquiry / Help * Software * Hardware * Network * Database {#use-outlook-add-in__ul_p3w_fwz_dgb} |
   [Table 1. Incident form]

   {#use-outlook-add-in__table_ssz_g5z_dgb}

   You can add or remove fields directly on the Incident form for users with the itil role by customizing the Outlook view form layout.  
   Note:  
   For users who don't have the itil role, the configured Service Catalog form for creating new incidents is shown.
4. For a task record, fill in the following fields and select Create.  
   {#use-outlook-add-in__table_bdb_2vz_dgb__entry__2}

   | Field | Description |
   |-|-|
   | Select Board | Visual task board to which the task belongs. |
   | Select Lane | Lane of the VTB board. |
   | Short Description | Short description of the task. |
   [Table 2. VTB Task form]

   {#use-outlook-add-in__table_bdb_2vz_dgb}
5. To chat with a virtual agent, select the Chat with Virtual Agent UI action to open the chat window.