Make emails associated through the CRM Outlook Add-in visible to agents

  • Release version: Australia
  • Updated April 29, 2026
  • 1 minute to read

    • Configure email promotion so that emails associated with CRM records through the ServiceNow CRM for Outlook add‑in are promoted from the Staged Email [sys_email_staging] table to the Email [sys_email] table, making them visible to agents in the workspace.

    Before you begin

    Note:
    Configuring email promotion is required if you're on CRM Outlook Add-in application version 1.0.1.

    Role required: admin

    Procedure

    1. Log in to your ServiceNow instance.
    2. Add a promotion rule.
      1. Set the application scope to Global.
      2. Navigate to All > User Mailboxes > Promotion Rules.
      3. Select New.
      4. On the form, fill in the fields.
        Table 1. Email Promotion Rule form
        Field Value
        Name <promotion rule name>
        Condition

        (current.target_table == "<table_name>") && !gs.nil(current.instance)

        For example, (current.target_table == "sn_lead_mgmt_core_lead") && !gs.nil(current.instance)
        Promotion strategy Promote and run Triggers
      5. Select Submit.
    3. Create a business rule on the Staged Email [sys_email_staging] table.
      1. Set the application scope to Global.
      2. Navigate to All > System Definition > Business Rules.
      3. Select New.
      4. On the form, fill in the fields.
        Table 2. Business Rule form
        Field Value
        Name <business rule name>

        For example, Trigger promotion rules on CRM emails.
        Table Staged Email [sys_email_staging]
        Active Selected
        Advanced Selected
      5. In the When to run tab, enter the following values.
        Field Value
        When after
        Insert Selected
        Update Selected
        Filter Conditions [Target] [changes] AND [Target table] [changes]
      6. In the Advanced tab, add the following values to trigger email promotion processing for staged CRM emails.
        Field Value
        Condition sn_crm_outlook.CRMOutlookAddinConstants.PROMOTED_TABLE_LIST[current.target_table] == true && !gs.nil(current.instance) && gs.nil(current.email)
        Script gs.eventQueue("email_staged.read", current);

        This event initiates asynchronous processing for the staged email record. It triggers the promotion logic that moves emails from the staging table to the Emails [sys_email] table, ensuring all staged emails are processed successfully after the UID duplication issue is resolved.

        The following image shows the Advanced tab with Condition and Script fields populated.
        Advanced tab with Condition and Script fields populated.
      7. Select Submit.

    Result

    When an agent associates an email with a CRM record through the Microsoft Outlook add-in, the business rule fires and promotes the email from the Staged Email [sys_email_staging] table to the Email [sys_email] table. The email then appears in the Emails tab on the associated Lead, Opportunity, or Account record.