Create a new case from an email message in Microsoft Outlook
task brazil Updated Sep 10, 2026 1 min read create-new-case.md
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_csm_proxy_cont
Procedure
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Open the email message you received from a customer.
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On the Microsoft Outlook Home tab, click View in ServiceNow.
The Outlook add-in panel opens in the right pane.
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Click the more icon ([Omitted image "more_icon.png"] Alt text: More icon.).
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Select Create Case from the menu.
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Fill in the case details on the case form.
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Click Submit.
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---
title: Create a new case from an email message in Microsoft Outlook
description: If a customer whose contact details are available sends an email stating an issue, you can easily create a customer service case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/create-new-case.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Microsoft Outlook with CSM, Schedules and sites, Use, Customer Service Management]
---
# 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\_csm\_proxy\_cont
## 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 \(\[Omitted image "more\_icon.png"\] Alt text: More icon.\).
4. Select **Create Case** from the menu.
5. Fill in the case details on the case form.
6. Click **Submit**.
| title | Create a new case from an email message in Microsoft Outlook |
| description | If a customer whose contact details are available sends an email stating an issue, you can easily create a customer service case. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/create-new-case.html |
| release | brazil |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Use Microsoft Outlook with CSMSchedules and sitesUseCustomer Service Management |