1E ITSM Connect release information
1E ITSM Connect app Release Notes – last updated 03-April 2023
These notes contain late-breaking information about the 1E ITSM Connect app that you need to have to successfully install and use the product. You should read these release notes for 1E ITSM Connect application thoroughly before installing the software.
New features in 1E ITSM Connect 3.2
Feature in V3.2
Recommended actions.
Availability on Agent Workspace.
Support investigation and remediation on multiple endpoints.
Flexibility to configure device FQDN - any table any field
Quebec compatible
Instruction execution from the incident, problem and change module in Agent workspace. (Can target single or multiple devices at once)
Device info (Configuration item/CI/Machine) in incident, change and problem module in Agent workspace.
Recommended actions against a ticket based on its short description.
Attach response button on Trigger Instruction record
Fourth checkbox for User sentiment on 1E Experience tab.
Any table any field support for device FQDN
Feature in V3.1
Domain Separation Support - The 3.1 version of this Application supports multi-tenant, domain separated ServiceNow instances. With this version, a single ServiceNow Instance can be connected to multiple Tachyon environments. Each Tachyon environment will report back to a single, unique tenant within a Domain separated ServiceNow instance. Apart from this, all features from previous versions are supported.
Features in V3 :
Device Info View - this feature enables your ServiceNow users to access the information that Tachyon retrieves for devices, for example: whether a device is connected to Tachyon or not, the timezone the device is in and other useful data. Please refer to Device Info and Experience scores: Device Information for more details.
1E Experience integration - These features are dependent on 1E Experience being installed. For more details please refer to1E Experience 1.0 (Tachyon 5.0) and 1E Experience 1.2 (Tachyon 5.1).
Experience Scores - lets you view the current experience rating for devices, as described in Device Info and Experience scores: Device Information . For more details on Experience Scores and the product itself please refer to 1E Experience 1.0 - The Scores, or 1E Experience 1.2 - The Scores.
Remediating issues - you can investigate and remediate any issues that 1E Experience identifies on your devices by running Tachyon instructions on the device. Please refer to Device Information and Experience scores: Remediating issues for more details.
Instructions UI improvements - the layout and appearance of the 1E ITSM Connect tab has been improved to make the selection, running and display of instructions and results better.
Online help
The 1E ITSM Connect app comes with online help that shows you how to install, configure and use the product. Click the following link to view the help:
For support queries, please
use https://1eportal.force.com where you can search the KB or submit a support case
contact support@1e.com.
Known issues
The current known issues related to the installation and running of 1E ITSM Connect app can be found in the Troubleshooting Known issues page of the 1E ITSM Connect app documentation.
1E ITSM Release History
1E ITSM Connect app V3.1.0.14 release (10 June 2020)
In this release:
Domain Separation Support
ITSM 'App Visibility'
1E ITSM Connect app V3.0.10 release (1 May 2020)
In this release:
Device Information
Device status(Online/Offline)
Experience Scores
Tachyon UI refresh
1E ITSM Connect app V2.0.1 release (14 Feb 2020)
This is a maintenance release including the following hotfixes:
ITSM Plugin dependency on Incident Management (TFS 198136).
Service Catalog Connect App instruction set are visible under ITSM application post instruction retrieval (TFS196841).
1E ITSM Connect app V2 release (21 Jan 2020)
1E ITSM Connect now works with 1E Core, which provides connectivity to Tachyon and other core features for the 1E ServiceNow applications.
Instruction approval is now done in ServiceNow by ServiceNow users and not inside of Tachyon using a proxy Tachyon user.
Checkbox to configure if approval is needed/not needed for an instruction in V2. ServiceNow Admin can choose which instructions require an approval.
Application settings and API configuration pages merged into 1 and called APP Configuration in V2.
1E ITSM Connect app V1 release (04 Mar 2019)
First release.
Run Tachyon Instructions from an incident.
Approve or reject requests to run Tachyon instructions.
Instruction history (storage and cleanup).
Retrieving instructions from Tachyon.
Attaching Tachyon instruction responses to an incident so they can be downloaded at a later date.
Application logs for debugging purposes.
1E Support page, access all the information you need to contact 1E support directly in the 1E ITSM Connect app.
1E ITSM Connect features by release
A list of the 1E ITSM Connect app features organized by the release they were implemented in. Links through to the features have been provided for convenience.
New features in 1E ITSM Connect 3.2
Feature in V3.2
Recommended actions.
Availability on Agent Workspace.
Support investigation and remediation on multiple endpoints.
Flexibility to configure device FQDN - any table any field
Quebec compatible
Instruction execution from the incident, problem and change module in Agent workspace. (Can target single or multiple devices at once)
Device info (Configuration item/CI/Machine) in incident, change and problem module in Agent workspace.
Recommended actions against a ticket based on its short description.
Attach response button on Trigger Instruction record
Fourth checkbox for User sentiment on 1E Experience tab.
Any table any field support for device FQDN
Feature in V3.1
Domain Separation Support - The 3.1 version of this Application supports multi-tenant, domain separated ServiceNow instances. With this version, a single ServiceNow Instance can be connected to multiple Tachyon environments. Each Tachyon environment will report back to a single, unique tenant within a Domain separated ServiceNow instance. Apart from this, all features from previous versions are supported.
Features in V3 :
Device Info View - this feature enables your ServiceNow users to access the information that Tachyon retrieves for devices, for example: whether a device is connected to Tachyon or not, the timezone the device is in and other useful data. Please refer to Device Info and Experience scores: Device Information for more details.
1E Experience integration - These features are dependent on 1E Experience being installed. For more details please refer to1E Experience 1.0 (Tachyon 5.0) and 1E Experience 1.2 (Tachyon 5.1).
Experience Scores - lets you view the current experience rating for devices, as described in Device Information and Experience scores: Experience Scores. For more details on Experience Scores and the product itself please refer to 1E Experience 1.0 - The Scores, or 1E Experience 1.2 - The Scores.
Remediating issues - you can investigate and remediate any issues that 1E Experience identifies on your devices by running Tachyon instructions on the device. Please refer to Device Information and Experience scores: Remediating issues for more details.
Instructions UI improvements - the layout and appearance of the 1E ITSM Connect tab has been improved to make the selection, running and display of instructions and results better.
1E ITSM Connect V2
1E ITSM Connect now works with 1E Core, which provides connectivity to Tachyon and other core features for the 1E ServiceNow applications. Please refer to Requirements: Service Now requirements
Instruction approval is now done in ServiceNow by ServiceNow users and not inside of Tachyon using a proxy Tachyon user. Please refer to Design Considerations: Tachyon Users and Roles for more details.
Checkbox to configure if approval is needed/not needed for an instruction in V2. ServiceNow Admin can choose which instructions require an approval.
Application settings and API configuration pages merged into 1 and called APP Configuration in V2.
1E ITSM Connect V1
First release.
Run Tachyon Instructions from an incident. Please refer to Running, approving instructions and viewing responses for more details
Approve or reject requests to run Tachyon instructions. Please refer to Running, approving instructions and viewing responses for more details
Instruction history (storage and cleanup). Please refer to Instruction History for more details
Retrieving instructions from Tachyon. Please refer to Instruction Management for more details
Attaching Tachyon instruction responses to an incident so they can be downloaded at a later date. Please refer to Running, approving instructions and viewing responses for more details
Application logs for debugging purposes. Please refer to Troubleshooting: Creating a technical report for more details
1E Support page, access all the information you need to contact 1E support directly in the 1E ITSM Connect app. Please refer to Troubleshooting: Support Details for the 1E ITSM Connect app for more details.