Microsoft Outlook

Microsoft Outlook

You can perform certain actions in the Requests module in ServiceDesk Plus Cloud right from your Outlook mailbox.

Role Required: Requester with Microsoft email address configured in ServiceDesk Plus Cloud.

There are 2 types of Outlook-related integration actions in ServiceDesk Plus Cloud:
  1. Actionable Messages
  2. ServiceDesk Plus Cloud Add-In 
ServiceDesk Plus Cloud will be available in your Outlook mailbox if your administrator has configured the relevant Outlook integration for your service desk instance.

Actionable Messages for Outlook

Raise incident and service requests from within your Outlook mailbox using actionable notifications.

You can perform the following ServiceDesk Plus Cloud actions from your Outlook accounts:
  1. Log requests
  2. Add note to requests
  3. Perform approval action
  4. Summarise requests
The actionable cards are dynamic and are refreshed automatically after the action is recorded via email or application UI.  

Actionable Notifications received in Outlook 

After this integration is enabled, users will receive the following actionable notifications in their Outlook mailboxes with specified conditions:

Email Notifications
Actions Available
Approval (Requests, Changes, Releases, Purchase Orders, and Solutions)
 
Approve
Reject
New request created - acknowledgment mail to requester
Add Note
Notify requester when request is closed
Add Note
Customize Approval Reminder Notification
Approve
Reject

Sample Actionable Notifications  

Request Notifications
When a new request is created, you will receive the following email upon request creation.
You can quickly add a note to the request using the actionable notification:
Approval Notification
Actionable approval notification is available for requests, changes, purchase orders, and solutions. The approver can add comments and perform an approval action on the request.

Linking Outlook and ServiceDesk Plus Cloud Accounts     

The actions can be performed from Outlook only if the users have signed in to ServiceDesk Plus Cloud via Microsoft 365 (formerly Office 365) SSO or if both Outlook and ServiceDesk Plus Cloud accounts are linked. To link accounts, follow the appropriate link on the actionable messages card.

The details in the actionable cards can be customized by the administrator. 
You can access Outlook actionable cards from the Microsoft Teams bot or from the chat inbox.

ServiceDesk Plus Cloud as Outlook Add-in

Convert emails into ServiceDesk Plus Cloud requests and track their progress from your Outlook mailboxes.

Convert Emails into Tickets   

  1. Log in to Office 365 and open Outlook.
  2. Select an email and click ServiceDesk Plus for Email add-in .
  3. Click Yes.
  4. The email's Subject and the sender's email address are carried on to the request. You can reset all fields using   icon.
  5. Select a template from the drop-down (both service and incident templates will be listed).
  6. Fill out the request form.
  7. Click Create.

Operations 

Besides the request subject, you have the following icons:
  - To add a note.
  - To reply to the technician regarding the request.
  - To view the request in ServiceDesk Plus Cloud.

View and Edit Email-Converted Requests   

  1. Go to an Outlook email and click the ServiceDesk Plus Cloud for Email add-in.
  2. The user pane opens and you will be asked whether to convert the email into a request. Click No.
  3. All requests in the application will be listed based on your permission.
  4. Click the request to edit more fields and to perform actions.

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