The actionable messages for Outlook integration enable users to complete their help desk tasks from within their Outlook mailbox using actionable notifications. After you enable this integration, technicians and end-users will receive email notifications with actionable cards in their Outlook mailbox. Users can perform various actions on ServiceDesk Plus Cloud requests from the actionable cards in one click.
Users can perform the following ServiceDesk Plus Cloud actions from their Outlook accounts.
This guide discusses the Outlook actionable cards integration with ServiceDesk Plus in the following parts:
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.
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 |
|
Task behind schedule Task assigned to technician |
Add Comment Close Task |
|
Request assigned to technician |
Add Note Resolve |
|
New request created - acknowledgment mail to requester |
Add Note |
|
New request created - mail to technicians |
Reply Pick Up |
|
Notify requester when request is closed |
Add Note |
|
Customize Approval Reminder Notification |
Approve Reject |
When a new request is created, technicians (configured in request notification rules) will receive the following notification:
In the above notification, the technician can easily reply or pick up the request. The technician can also view the request details by clicking the request ID on the top-right corner.
The requester of the above ticket will receive the following email upon request creation.
As demonstrated below, the requester can quickly add a note to the request using the actionable notification:
When you assign a technician to the request, the technician will receive the following notification:
Using the notification, the technician can track the request by clicking the request ID on the top-right corner, quickly add a note, or resolve.
When a request is submitted for approval, the following actionable notification will be sent to the approver. This actionable approval notification is available for requests, changes, purchase orders, and solutions. The approver can add comments and perform an approval action on the ticket using one of the action buttons.
When you assign a task to a user, the user will receive the following notification.
Using the actionable notification, the user can view the task details by clicking the task ID on the top-right corner, add comments, or close the task as shown below:
When a task is behind schedule, the task owner receives the following notification:
Using the above notification, the task owner can quickly close the task or add a comment.
You can customize the Actionable Messages for the supported notifications across different modules under the Notification Rules. For approval notifications in changes and releases, the option to customize will be available in the approval nodes of their respective workflows.
To customize a notification,
Go to Setup
> Automation > Notification Rules. For approval notifications in changes and releases, go to Setup 
> Automation > Workflows.
Hover over the supported email notification that you want to customize and click Edit
. For approval notifications in changes and releases, go to your preferred change or release workflow, and add or edit an approval node.
Go to the Actionable Messages for Outlook tab.
Modify the Message content as required.
Under the Details section, add or remove the required content as key-value pairs:
To add a key-value pair, click Add
, provide a title and value. You can add variables by choosing your preferred variable on the right-side pane.
To remove a key-value pair, click Remove 
.
Click Create template for this language to override the default content created in the currently selected language. You can choose the language using the Choose Language drop-down on the top-right of the editor.
Finally, click Save.
To preview the actionable messages, click Preview.
You can access Outlook actionable cards from the Microsoft Teams bot,channels, or from the chat inbox. To learn more, click here.