Skip to main content



Information that will help you design and plan the implementation of the app in your organization. This includes all the prerequisites and dependencies that are necessary to install the app.

This page is part of the design phase of implementation.

1E requirements



More details

1E system

  • provides a number of topics that rely on . To utilize these you will need a complete Tachyon 5.1 or later infrastructure, either in the local network or hosted over the internet.

  • The Basic Authentication feature must be installed on the 1E Server (Master Stack), and enabled in the Consumer node of the 1E web application.

Tachyon 8.1 - Installing and upgrading

1E Core 2.1 - Preparation: Enable Basic Authentication

1E license

  • Your 1E license should contain the ServiceNow-Integration entitlement.

1E Core 2.1 - Preparation: Check your Tachyon license

1E Virtual Assistant post-installation tasks

1E consumer

  • A 1E consumer with the name 1EServiceNowCore must be registered in the 1E administration Consumers page

  • The consumer workflow must be edited in the 1E Master database

1E Core 2.1 - Preparation: Add the ServiceNow consumer to Tachyon

1E Core 2.1 - Preparation: Editing the ServiceNow consumer workflow

1E proxy user

  • A 1E user with Actioners role on required instruction sets and management groups.

User must be an AD domain account. This account does not belong to a specific person and can be regarded as a service account, it does not require an email address.

1E roles can be predefined system (Global) roles or custom roles. Global roles have permissions on all instructions sets and all devices. Custom roles can be optionally configured for all instruction sets or limited instruction sets, and all devices or management groups.

1E Core 2.1 - Design Considerations: Tachyon Users and Roles

1E Virtual Assistant post-installation tasks

1E administrator

A 1E user with the Global Administrator role, or one or more users with the following roles:

Required roles:

    • Permissions Administrators role in order to create the necessary users and assign them to roles. Also create custom roles, and assign them to some instruction sets and management groups

    • Consumer Administrators role in order to register the ServiceNow consumer.


    • Instruction Set Administrators role in order to upload instruction definitions and create instruction sets

    • Management Group Administrators role in order to create Management groups if desired

The users must be AD domain accounts. The above system roles can be substituted for equivalent custom roles.

1E Core 2.1 - Design Considerations: Tachyon Users and Roles

ServiceNow requirements



More details

  • A working ServiceNow instance must be set up. This can be a demo instance or a production/vendor instance.

  • The current version of application is currently supported on San Diego, Tokyo, and Utah releases of ServiceNow.

  • The Glide Virtual Agent plugin must be enabled/installed in ServiceNow.

  • Add the below widgets on the ServiceNow portal page where you want to see the chatbot

    • 1E Populate logged in device

    • Virtual Agent Service portal widget

Installing 1E Virtual Assistant

Preparation: Enable the Glide Virtual Agent plugin

1E Core
  • The latest version of the 1E Core App needs to be installed and configured in your ServiceNow Instance.

1E Core 3.0.6 - Introducing 1E Core

ServiceNow users
  • ServiceNow users are needed as defined in the 1E Core documentation.

  • To administer the application, you need a user with the x_1e_virtual_agent.admin role.

1E Core 3.0.6 - User Management

1E Virtual Assistant post-installation tasks: User roles provided by 1E Virtual Assistant

ServiceNow admin
  • This role allows its users to install and configure the .

Installing 1E Virtual Assistant

ServiceNow certificates (Modern Authentication)
  • The input certificate for Modern Authentication is a standard .pfx file containing a private key, hence it requires conversion from .pfx to .PEM and .JKS.

  • App ID (kid claim) is required and is provided by your 1E instance.

  • Client certificates (in .PEM and .JKS format) are required and to be verified in the sys_certificate table. Also create a JWT key and associate it with the JKS certificate. Similarly, create JWT provider and associate it with the JWT key.


    In the System Properties table, update the glide.attachment.extensions record with the value field of the property with the appropriate list of allowable extension types. For more information, click here

Shopping requirements



More details


Shopping 6.1 - Implementing Shopping


Shopping Agent

To enable the automatic detection of the device where the user is browsing to ServiceNow from:

  • The 1E Client with the Shopping Agent module enabled must be installed on all the target devices.

Shopping 6.1 - Installing the Shopping client