Office 365 Calendar Integration

Office 365 Calendar integration allows you to sync change schedules, task schedules, reminders, meetings, and technician's availability information in ServiceDesk Plus Cloud with Office 365 Calendar.

Change schedules, tasks, and reminders will be synced only from ServiceDesk Plus Cloud to Office 365 Calendar.

Prerequisites

Before enabling the integration,

Make sure the task owner has an Outlook account.
Make sure Microsoft Azure integration is enabled.

Enabling the integration

To integrate ServiceDesk Plus Cloud with Office 365 Calendar,

In ServiceDesk Plus Cloud, go to Setup > Apps & Add-ons > Integrations > Third Party Integrations.
Enable Office 365 Calendar.

Ensure that the Microsoft Azure integration is enabled before enabling Office 365 Calendar.

Click Configure.

In the Office 365 Calendar configuration pop-up, select the schedules to synchronize with Office 365 Calendar:
- Changes to Office 365 Calendar. Learn more
- Tasks to Office 365 Calendar. To know more, click here.
- Reminders to Office 365 Calendar
- Unavailability Types/Statuses between both applications

To map the Office 365 Calendar statuses with ServiceDesk Plus Cloud unavailability types:
- Select a status from the drop-down on the left.
- Map it with the required unavailability type from the drop-down on the right.
- Click the plus icon to map more statuses with unavailability types.

Include next one year's data for selected options:
- Enable this option to sync data such as reminders, tasks, and unavailability configured up to one year or 1000 events from the present date.
- Disable this option to sync only the tasks, reminders, and unavailability created or modified after clicking Save & Sync.

Once selected, this option will not be shown in Office 365 Calendar Configuration pop-up. To access the option again, disable and re-enable the integration.

Click Save & Sync.

Sync Change Schedules to Office 365 Calendar

Synchronize change schedules from ServiceDesk Plus Cloud to Office 365 Calendar. Based on the scheduled start and end time, each change is created as a calendar event. Synchronization is one-way from ServiceDesk Plus Cloud to Office 365 Calendar and is supported only when the change owner is an Outlook user.

To enable this feature:

Go to Setup > Apps & Add-ons > Integrations > Office 365 Calendar.
Click Configure.
Select Changes to Office 365 Calendar.
To synchronize existing changes, select Include next one year's data for selected options.

Calendar events are created only for changes scheduled for future dates.

After the initial synchronization, the following actions are synchronized automatically:

Create: Creates an Office 365 Calendar event when a scheduled change is created.
Update: Updates the corresponding calendar event when the change is modified.
Delete: Deletes the corresponding calendar event when the change is deleted.

An illustration of a calendar event created in Outlook

Click the event to view the scheduled time and change description. Click Edit or the Expand icon to view the fields synced from the change in ServiceDesk Plus Cloud. To navigate to the corresponding change in ServiceDesk Plus, hold Cmd and click Change in the event details.

Syncing Tasks to Office 365 Calendar

Tasks in ServiceDesk Plus Cloud are created as events in Office 365 Calendar. Based on the dates configured in the task, corresponding events get created in the Office 365 calendar.

The following actions performed on tasks in ServiceDesk Plus Cloud are synced to events in Office 365 Calendar:

Create: When a new task is created and the task owner is an Outlook user, an event gets created in Office 365 Calendar.
Update: Any updates performed on a task are reflected in the corresponding event.
Delete: Deleting a task in ServiceDesk Plus Cloud will delete the corresponding event in Office 365 Calendar.

Event Status

The event status in Office 365 Calendar is based on the task's date field in ServiceDesk Plus Cloud. Depending on the available dates, events are created with the following statuses:

Busy Status:
If the task includes the Actual Start Date and Actual End Date, the event is marked as Busy.
Tentative Status:
If only Scheduled Start Date and Scheduled End Date are available, the event is marked as Tentative.

When all four dates are available, the actual start date and actual end date takes priority and the event status is marked as Busy.

Important points to note

Microsoft Azure integration should be enabled before enabling Office 365 Calendar.
After unavailability types are mapped to statuses, requests will not be auto-assigned to unavailable technicians.
If you map the same unavailability type for multiple statuses, only the first mapped unavailability will be considered.