---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

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bundleId :

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workflow :

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---

# Configuring Microsoft Outlook to create incidents and VTB tasks

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

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

The ServiceNow Add-in for Microsoft Outlook lets you engage with IT directly from an email or, for IT users, quickly create an incident from an email and immediately assign it to the correct team. It also lets you create a VTB task.
* **[Activate the ServiceNow Add-in for Microsoft Office](https://servicenow-prod.fluidtopics.net/W3klWux93eZIsfgckhcCyQ)**   
  You can activate the ServiceNow Add-in for Microsoft Office plugin (com.sn_outlook_addin) if you have the admin role.
* **[Deploy the ServiceNow Add-in for Microsoft Outlook](https://servicenow-prod.fluidtopics.net/4aWMYhG5MQVhRPfmOCPtpw)**   
  Deploy the ServiceNow add-in for Microsoft Outlook to chat with a virtual agent, create incidents and VTB tasks from within the Microsoft Outlook.