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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia 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: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create an incident or VTB task or chat with a virtual agent directly from within Microsoft Outlook using ServiceNow icons.

## Before you begin

You must activate and deploy the ServiceNow Add-in for Microsoft outlook. For more information, see [Configuring Microsoft Outlook to create incidents and VTB tasks](https://servicenow-prod.fluidtopics.net/qbPxGa3KsOu3nCW2gzLA7g "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, click the ServiceNow icon (![OutlookAddInIcon]()) and select Create Incident or Create VTB Task.
2. In the ServiceNow IT Service Management pane, click 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 click Submit.  
   {#use-outlook-add-in__table_ssz_g5z_dgb__entry__2}

   | Field | Description |
   |-|-|
   | Number | Auto-generated incident number. |
   | Caller | Current logged in user (default). |
   | Short description | Subject of the current email (default). |
   | Additional comments | Email body in text format (default). |
   | Category | Category of 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 that do not have the itil role, the configured Service Catalog form for creating new incidents is shown.
4. For a task record, see fill in the following fields and click Create.  
   {#use-outlook-add-in__table_bdb_2vz_dgb__entry__2}

   | Field | Description |
   |-|-|
   | Select Board | VTB board to which 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.