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Managing incidents › Incident Management › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Use Microsoft Outlook to create incidents and VTB tasks

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

Role required: none

Procedure

  1. On the Microsoft Outlook Home tab, click the ServiceNow icon (
Image omitted: outlook-add-in-icon.png
OutlookAddInIcon\) and select **Create Incident** or **Create VTB Task**.

  1. In the ServiceNow IT Service Management pane, click Login and enter your ServiceNow credentials.

    You may need to reauthenticate if your session has expired.

  2. For an incident record, fill in the following fields and click Submit.

FieldDescription
NumberAuto-generated incident number.
CallerCurrent logged in user \(default\).
Short descriptionSubject of the current email \(default\).
Additional commentsEmail body in text format \(default\).
CategoryCategory of incident.- Inquiry / Help - Software - Hardware - Network - Database
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.

  1. For a task record, see fill in the following fields and click Create.

    FieldDescription
    Select BoardVTB board to which task belongs.
    Select LaneLane of the VTB board.
    Short DescriptionShort description of the task.

  2. To chat with a virtual agent, select the Chat with Virtual Agent UI action to open the chat window.