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What you will need to prepare in advance of implementing the 1E ITSM Connect app. Typically, these are tasks that may take some time to organize, depending on how your organization works. A more complete checklist of tasks is provided in the Requirements page.

You must install and configure 1E Core prior to installing and configuring 1E ITSM Connect, please refer to 1E Core 2.1 - Welcome for more details on the 1E Core application.

Installing Tachyon

For information on installing Tachyon, please refer to Tachyon 8.1 - Implementing Tachyon (depending on your version).

Installing and configuring 1E Core

Please refer to the 1E Core 2.1 - Preparation page for more details on preparing the 1E Core application. In that documentation, you will need to follow the instructions for the following:

  1. Disable Tachyon Two-factor Authentication.

  2. Check your Tachyon License.

  3. Enable basic authentication for the Consumer node of the Tachyon website.

  4. Add the 1EServiceNowCore Consumer.

  5. Bypass approval for the 1EServiceNowCore Consumer in the Tachyon database.

Add the ITSM Connect app proxy user to Tachyon

ServiceNow's users that log in to the 1E ITSM Connect app will actually be interacting with Tachyon using a proxy user that is configured on the 1E ITSM Connect app's App Configuration page. This proxy user retrieves and executes instructions and fetches responses from Tachyon using Tachyon's API and the consumer added above.

In our example we will add a user to Tachyon, which must already exist in AD, that will have the following function and the following system roles applied:

Proxy User account


Assigned Tachyon role


Tachyon user

Global Actioners

System (global) roles allow access to all instruction sets and all devices. We could define more granular permissions using custom roles instead of system roles. This would involve creating a custom role in Tachyon and assigning specific instruction sets and management groups to the role.


Please refer to:

Check your Tachyon license

If you intend to utilize the Experience features of Tachyon, you need to have a suitable license with the Experience consumer added to it. Without this, you will not get the Experience features in 1E ITSM Connect.

If you have not yet installed Tachyon, then you will need to obtain a Tachyon license file, and check it as follows:

  1. Open your Tachyon.lic license file using Notepad.

  2. Confirm the following exist in the features section:

    1. Feature name="Experience"

    2. Consumer name="Experience" enable="on"

  3. If it is not there, then you should contact to get an updated license file.

    <Consumer name="Experience" enable="on"> </Consumer>

If you have already installed Tachyon, check your license as follows:

  1. Login to Tachyon as a Global Administrator, using the Settings app, and navigate to Configuration→License information page.

  2. Check that a feature with the name Experience exists there.

  3. If it is not there, then you should contact to get your license enhanced.

  4. If your Tachyon system has access to the 1E Licensing service via the Internet, then your license will be updated automatically.

Adding the ITSM Connect app Tachyon user account as a Tachyon user

To configure the Tachyon user:

  1. Login to Settings app using a Tachyon user account that has at least the following administrator rights:

    • Permission Administrators role

  2. Navigate to Permissions→Users.

  3. Click the Add button. A popup window will open.

  4. In the Add user popup, type in some characters from the name of the user you want to add. In our example our account has the letters ITSM in.

    Tachyon will return a list of any matching users from AD.

  5. Select the one you want from the list. In our example it is ITSMConnectUser.

  6. Once you have selected the user click on Add button.

  7. Now that the user has been added, click the user name then click on Edit button.

  8. Select the Actioner role you want the user to have. In our example we want this user to be able to action all Tachyon instructions, so we select the Global Actioners role.

    Select the Experience Viewers role. This role is required to get Experience data from Tachyon.

  9. Once the roles have been selected click Save. You should see the Global Actioners, Experience Viewers roles in the role list.