Email to ServiceNow

Turn email-driven support requests into ServiceNow records without leaving Microsoft Outlook. Convert any email into a ServiceNow incident (or a record on any table your administrator configures) and keep the original email attached for full context.

Who it's for: IT service desk, customer support, and operations teams who receive work requests by email and track them in ServiceNow.

KEY FEATURES

• Create a ServiceNow record from an email in one click, from the Outlook reading pane
• Optional AI writes a clearer title and a summary with action items from the email
• Records are created under the ServiceNow account you sign in with, so there is no caller field to fill in
• The original email is attached as an .eml file, along with the email's file attachments
• Set urgency, impact, category, assignment group, and assignee before creating
• Works with incident, Customer Service cases, or custom tables (your administrator chooses)
• Remembers your usual urgency, impact, category, and assignment group for each instance and table, so repeat triage takes fewer clicks
• Warns you if a record was already created from the same email, or from another message in the same conversation, based on the records created on this device
• Works in shared and delegated mailboxes, with a separate recent-records list per mailbox
• Sign in with your own ServiceNow account using OAuth, so your company's single sign-on and multi-factor authentication apply

AI FEATURES AND YOUR CONTROL

• The add-in can use Google's Gemini models, through Firebase AI Logic, to turn the email subject into a concise title and the body into a short summary with action items.
• AI is optional. A single toggle turns it off, and the add-in falls back to the original email subject and body.
• You always review, and can edit, the AI-generated title and description before the record is created.
• You can report inappropriate or inaccurate AI output from within the add-in.
• When AI is on, the email subject and body are sent to Google's Gemini for processing and are not used to train Google's models. The created record, the .eml file, and attachments still go only to your ServiceNow instance.

SUPPORTED PRODUCTS

• Microsoft Outlook on the web, new Outlook for Windows, and classic Outlook for Windows, with a Microsoft 365 work or school mailbox

PREREQUISITES AND LIMITATIONS

• Requires a ServiceNow instance. A ServiceNow administrator completes a one-time setup on the instance (an OAuth application registry entry and CORS rules for this add-in) using the included guide
• You sign in with a ServiceNow account that has rights on the target table (for example the itil role for incidents) and permission to add attachments
• This add-in creates and attaches to records; it does not replace the ServiceNow web interface for ongoing work
• A Microsoft 365 work or school account is required so we can identify your organization. Personal Microsoft accounts are not supported

PRICING

• Email to ServiceNow is licensed per Microsoft 365 organization: one subscription covers everyone in your organization, with no per-user fees.
• 14-day free trial, no credit card required. US$999 per year after the trial.
• The subscription is purchased from Innova-Apps; payment is handled by Stripe.
• The AI title and summary feature is included at no extra cost.

GET STARTED AND SUPPORT

• Get started and admin setup guide: https://app.innovaapps.ai/servicenow-outlook-setup
• Help and documentation: https://app.innovaapps.ai/servicenow-outlook-docs
• Contact support: https://app.innovaapps.ai/support
• Privacy policy: https://app.innovaapps.ai/policies