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Configurations for a Multi-Tenant Instance

How to configure ITSM Connect when your ServiceNow instance is Domain Separated.

1E Core Configuration

Before using the Domain Separation feature in ITSM Connect, you need to ensure that the appropriate settings have been made in 1E Core, please refer to 1E Core 2.1 - 1E Core post-installation tasks for more details. Domain separation is enabled in 1E Core when the Enable Domain Separation checkbox is checked, as seen in the picture opposite, subsequently any settings seen on the 1E Core App Configuration page and on the ITSM Connect App Configuration page will no longer be used. Instead, domain specific settings will have to be done on the ITSM Connect Multi-Tenant Configuration page.

App Configuration
Multi-Tenant Configurations Page

Multi-Tenant Configurations is a sub-menu available under the Administration tab of 1E ITSM Connect. This page allows an admin user to set up the details required by the application to communicate with Tachyon in domain Separated instances. To configure a Tachyon environment and associate with a particular domain, click New. You will then need to fill out the values against each of the settings. A table describing each field and expected values is given below.


This page is accessible only to a ServiceNow user that is a member of 1E ITSM Connect app role x_1e_connect.Tachyon_Admin. If the user is also a ServiceNow admin the page will only be accessible after setting the scope to 1E ITSM Connect.

The Multi-Tenant Configuration Settings for Tachyon ServiceNow Integration page contains settings for integrating Tachyon with ServiceNow. All the fields on the page are mandatory except for Enable Approval checkbox.


Due to the limitations of ServiceNow property pages there are no validation checks applied to any of the settings. You should take extra care to ensure that all the fields are filled out correctly.


Please refer to:

Multi-tenant Configuration
Multi-tenant App Configuration
Switching domains


If you need to switch domains to perform configuration, for example if you switch the domain to global to make configurations at that level, you will need to remember to switch domain back after finishing the configuration steps to continue working.

Multi-Tenant Configurations page fields

The following table describes the fields available on this page. Each of these settings becomes unique to a particular domain. If you configure multiple domains and have one Tachyon for each of the domains, you will need to create multiple records.




A free text field to give a unique name to this record.


Auto-populated to ITSM Connect.


Use the magnifying glass next to this field to select a Company associated with this Domain. Based on this selection, the domain field is auto populated. The mapping between a Company and a Domain has to be configured in advance, by a ServiceNow Administrator.


Read Only field. Auto-populated based on "Company".(Not AD Domain)

Tachyon Server URL

The URL for the Tachyon server, such as https://tachyon.1E.local

MID Server

The MID server name used by Tachyon, if applicable.

A Mid Server is a software application which gets installed on any local machine with internet connectivity, can access Tachyon Server on the local network and is configured to point to the desired ServiceNow instance on the Internet.

MID Servers are specific to the release version of ServiceNow and must be downloaded from the ServiceNow instance itself. For more information about Mid Server set up, please refer to the ServiceNow Mid Server installation documentation.

Multiple Mid Servers can be installed on a single machine and be able to point to the same or different ServiceNow instances.

Note : When installing MID Server, ensure to install it in the correct domain in which you will connect the MID Server with Tachyon.

Tachyon User Name and Tachyon User Password

This is the domain user name and password of a Tachyon user that is assigned to an Actioners role in Tachyon. This user is a proxy for ServiceNow users that are assigned to the 1E ITSM Connect role x_1e_connect.Tachyon_User in order to run those instructions in Tachyon from ServiceNow, to verify the status of executed instructions, and collect responses from the instructions that have been run.

This user is also used by the API Configuration Settings page to retrieve instructions from Tachyon to make them available in ServiceNow.

Enter the user name in the format domain\username

Tachyon keep answers minutes

This setting is specific to Tachyon. The value is used when ServiceNow sends an instruction execution request to Tachyon and controls the number of minutes that Tachyon should keep the instruction responses active. The setting unit is minutes. This has a default value of 120 minutes with a valid range between 10 and 10080.

Tachyon gather data minutes

This setting is specific to Tachyon. The value is used when ServiceNow sends an instruction execution request to Tachyon and controls the number of minutes that Tachyon should continuously gather an instruction's responses. The setting unit is minutes. This has a default value of 60 minutes with a valid range between 10 and 10080.

Tachyon Explorer URL

This setting is used to open the Tachyon Explorer page from the "Related Links" within an Incident. This does not affect the connectivity between ServiceNow and tachyon but rather points to the Explorer directly.

Enable Approval

This check box helps execute instructions with or without the need for approvals depending on customer preferences. ServiceNow will not ask for any approval if the checkbox is unchecked.

Page size

This setting specifies the default page size of Tachyon response table.

Attached response file name prefix

This setting contains a text value that is used as the prefix for the name of an attached response excel file. The complete name of the attachment has additional concatenated parameters such as the incident number and time stamp.

The 1E ITSM connect app lets users choose to additionally receive the responses for a Tachyon triggered instruction as an attached Excel file in the incident itself. As soon as the instruction's responses are visible on the screen, the attached responses appear just below the responses table.

Response batch size

This setting specifies the number of result sets that are fetched from Tachyon in one call. Each time the user clicks the load more link a new call is made and the specified number of responses from Tachyon are stored in the ServiceNow table.

For example, if a user triggered an instruction with a batch size of 100 and the instruction is expected to bring 500 records in total from Tachyon, then the first response will be returned as soon as the first batch of 100 records are ready. When the ServiceNow user clicks the load more link then the next set of 100 responses will be loaded and so on.

Instruction response keep days

This setting determines how many days ServiceNow stores the instruction responses received from Tachyon. An auto-clean-up mechanism deletes response data older than the specified number of days from ServiceNow.

Once deleted the response data is lost and can never be viewed or retrieved again. This has a default value of 5 days.

Instruction history keep months

This setting determines the number of months that ServiceNow preserves the instruction history data. Whenever a user executes an instruction its details get saved in the instruction history in form of transactions. An auto-clean-up mechanism deletes instruction history data older than the specified number of months from ServiceNow.

Once deleted the instruction history data is lost and can never be viewed or retrieved again. This has a default value of 3 months.

Status API wait seconds

This setting specifies the time duration in seconds that ServiceNow should wait between sending subsequent instruction status API requests. The same wait time is used in case of response API calls for collecting the responses of the triggered instructions. This has a default value of 3 seconds.

Targeted device field name

This setting defines the name of the reference type field that will be used as the configuration item field on the incident page. The default value for this field is cmdb_ci, which corresponds to the configuration item field on the incident page.

Normally a 1E ITSM Connect incident uses a specific configuration Item, which is the computer name of a device. An organization may instead want to track inventory details using any reference type field available on the incident page. This setting lets an organization select any of the reference fields available on incident page as the CI field.


This button allows you to save your settings.

Test Server Connection

This button checks whether the integration between Tachyon and ServiceNow has been established successfully.

Retrieve Instructions

This button retrieves Tachyon instructions into your ServiceNow Instance. On clicking this button, you will receive an appropriate message.

Check Entitlement

This button checks to see if Experience is licensed in addition to Tachyon. If the entitlement check fails, the Experience scores will not be displayed.