Configuring Microsoft Outlook to create incidents and VTB tasks
concept australia Updated Sep 10, 2026 1 min read create-incident-outlook.md
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. IT users can also create an incident from an email and assign it to the correct team, or create a Visual Task Board (VTB) task.
- Activate the ServiceNow Add-in for Microsoft Office
You can install 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
Deploy the ServiceNow add-in for Microsoft Outlook so that users can chat with a virtual agent and create incidents and Visual Task Board (VTB) tasks from within Outlook.
Parent Topic:Configuring Incident Management
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--- title: Configuring Microsoft Outlook to create incidents and VTB tasks description: 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. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/create-incident-outlook.html release: australia product: Incident Management classification: incident-management topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Configuring Incident Management, Incident Management, IT Service Management] --- # Configuring Microsoft Outlook to create incidents and VTB tasks 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. IT users can also create an incident from an email and assign it to the correct team, or create a Visual Task Board \(VTB\) task. - **[Activate the ServiceNow Add-in for Microsoft Office](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/activate-outlook-add-in.md)** You can install 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/deploy-outlook-add-in.md)** Deploy the ServiceNow add-in for Microsoft Outlook so that users can chat with a virtual agent and create incidents and Visual Task Board \(VTB\) tasks from within Outlook. **Parent Topic:**[Configuring Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/incident-configuration.md)
| title | Configuring Microsoft Outlook to create incidents and VTB tasks |
| description | 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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/create-incident-outlook.html |
| release | australia |
| product | Incident Management |
| classification | incident-management |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Configuring Incident ManagementIncident ManagementIT Service Management |