Create a new case from an email message in Microsoft Outlook

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

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

    Vorbereitungen

    Role required: sn_customerservice.contact_manager and sn_customerservice.proxy_contact

    Prozedur

    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 (More icon.).
    4. Select Create Case from the menu.
    5. Fill in the case details on the case form.
    6. Click Submit.