ServiceNow for Microsoft Outlook

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of ServiceNow for Microsoft Outlook

    ServiceNow for Microsoft Outlook integrates with the Outlook client, enhancing user experience by allowing seamless self-service and enabling agents to resolve cases more efficiently. Key functionalities include notifications for request submissions, updates, and completion, helping users track and collaborate on issues effectively.

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    Key Features

    • Notification System: Employees and agents receive alerts about requests, enhancing tracking and collaboration.
    • Approval Management: Managers receive actionable messages in emails for quick approvals or rejections of requests.
    • Feedback Mechanism: Employees can provide feedback and participate in surveys directly through embedded cards in emails.

    Next Steps

    To ensure uninterrupted service, migrate from External Access Token (EAT) to Microsoft Entra ID token authentication for actionable messages by March 31, 2026. Review the necessary updates for Outlook Actionable Messages app registration in your ServiceNow instance.

    Troubleshooting and Support

    For assistance, search the Known Error Portal or contact Customer Service and Support. Additional resources include HR Service Delivery release notes, Employee Service Management guides, training at ServiceNow University, and community connections through Now Community.

    The ServiceNow integrations with Microsoft Outlook help you create a better, more connected experience for users. Employees get seamless self-service without having to leave the Outlook client, and agents can resolve cases faster.

    ServiceNow for Microsoft Outlook Overview

    ServiceNow for Microsoft Outlook leverages the Outlook Actionable Messages plugin to provide the following features:

    • Employees and agents receive notifications about request submissions, updates, and completion, making it easier to track, plan, and collaborate on issues.
    • Managers and approvers receive summaries and detailed reports for approval requests with actionable messages to approve or reject requests.
    • Employees can provide feedback about their experience using the feedback card embedded in the emails.
    • Employees can take surveys about their experience using the survey card embedded in the emails.

    Get started

    Warning:
    After Microsoft retired External Access Token (EAT) authentication for Outlook Actionable Messages on March 31, 2026, actionable messages that rely on EAT will stop working. To ensure uninterrupted functionality with actionable message, you must migrate to Microsoft Entra ID token authentication and update the Outlook Actionable Messages app registration in your ServiceNow instance. Refer to Update Outlook Actionable Messages authentication to Microsoft Entra ID.

    Troubleshoot and get help

    Additional resources