Create a new case from an email message in Microsoft Outlook

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

Before you begin

Role required: sn_customerservice.contact_manager and sn_customerservice.proxy_contact

Procedure

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 (

1. Select Create Case from the menu.

2. Fill in the case details on the case form.

3. Click Submit.