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ServiceNow

Requirements

Information that will help you design and plan the implementation of the 1E Core application in your organization. This includes all the prerequisites and dependencies that are necessary to install the 1E Core application.

This page is part of the design phase of implementation.

1E Core provides ServiceNow with access to Tachyon instructions in order to provide functionality to 1E ServiceNow solutions (such as 1E ITSM Connect and 1E Service Catalog Connect).

Tachyon requirements

Category

Requirement

More details

Tachyon system

  • A complete infrastructure of Tachyon 5.1 or later versions is required, either in a local network or hosted over the internet. This includes the 1E Client with Tachyon features enabled, deployed to all devices that you need to manage.

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

Tachyon 8.1 - Implementing Tachyon Platform

1E Client 8.1 - Implementing 1E Client

Preparation: Disable Tachyon Two-factor Authentication

Preparation: Enable Basic Authentication

Tachyon consumer

  • A Tachyon consumer with the name 1EServiceNowCore must be registered in the Tachyon Settings application, Configuration, Consumers page.

  • When you add the consumer name, it will create an entry in the dbo.Consumer table of the TachyonMaster database. You must follow the instructions given in the link opposite to change the consumer's Workflow setting in the database to the following value:

    [{"ReferenceType":0,"InstructionWorkflow":[{"InstructionType":1,"Workflow":{"StateMachine":"State"}}]}]

Preparation: Add the ServiceNow consumer to Tachyon

Tachyon administrator

  • One or more Tachyon Platform users assigned with the following role(s) for the following purposes. Users must be AD domain accounts. The below system roles can be substituted for equivalent custom roles. Roles have been simplified in 8.0.

    Purpose

    Tachyon Platform 8.0 roles

    Tachyon Platform 5.x roles

    Register the 1EServiceNowCore consumer

    Full Administrator

    Global Administrators or Consumer Administrators

    Upload instruction definitions and create instruction sets

    Full Administrator

    Global Administrators or Instruction SetAdministrators

    Create Tachyon users and assign them to roles, create custom roles, and assign them to some instruction sets and management groups

    Full Administrator or Group Administrator

    Global Administrators or Permissions Administrators

    Create Management groups if desired

    Full Administrator or Group Administrator

    Global Administrators or Management GroupAdministrators

  • Additional Tachyon users are required by other 1E ServiceNow apps.

Tachyon license

  • Your Tachyon license must include the 1EServiceNowCore consumer.

Preparation: Check your Tachyon license

ServiceNow requirements

Category

Requirement

More details

ServiceNow

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

  • The following versions of ServiceNow are supported: Orlando, Paris and Quebec

  • If you are using this app in multi-tenant mode (domain separation), please enable the Domain Support plugin on your ServiceNow instance.

Installing 1E Core

MID Server

  • You require a MID Server when your Tachyon Platform instance is installed on-premises (that is, does not have a direct connection to your ServiceNow instance in the Cloud).

  • The MID Server must be installed on the same network domain as the Tachyon Platform server. It must be able to connect to the Tachyon Platform server (specifically the Master server hosting the Coordinator service).

Note

Please refer to your ServiceNow documentation for details on installing a MID server.

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.

Note

Multiple MID Servers can be installed on a single machine and be able to point to the same or different ServiceNow instances, however you will only be able to set the 1E ServiceNow app to use one of them.

ServiceNow users

  • At least one ServiceNow user for each of the roles in the following table. These roles are created in ServiceNow during installation of the app.

    Role name

    Additional ServiceNow roles required

    Description

    x_1e_core_connect.admin

    n/a

    This role allows its users to configure and set up the 1E Core app.

    ServiceNow admin users must change their application scope to 1E Core in order to configure the app, and retrieve instructions.

    x_1e_core_connect.tenant_user

    n/a

    This role allows its users to use all 1E ServiceNow apps except for the 1E Core app. The role is inherited by the roles used by the 1E ServiceNow apps.

    This role allows its users to access the x_1e_core_connect_domain_api_configuration table.

    x_1e_core_connect.user

    n/a

    This role allows its users to use all 1E ServiceNow apps except for the 1E Core app. The role is inherited by the roles used by the 1E ServiceNow apps.

    The role is inherited by the 1E ServiceNow solution roles.

1E Core post-installation tasks

User management

ServiceNow admin

  • This role allows its users to install and configure the 1E Core app.

Installing 1E Core

Compatibility matrix for ServiceNow apps and the Tachyon Platform

The following table contains details of all currently supported 1E ServiceNow integration apps. Use this table as a reference to ensure you are using the correct combination of apps for your needs. Each app is dependent on the 1E Core app and a Tachyon installation.

1E ServiceNow App

Version

Supported versions of 1E Tachyon Platform

Supported versions of ServiceNow

Purpose

1E ITSM Connect

3.2.1

5.2, 8.0, 8.1

Quebec, Rome, San Diego

Integrates ServiceNow ITSM with Tachyon, to provide real-time inventory and pre-approved automated fixes to first line teams from within the ServiceNow Incident page. 

Support for 1E Core (new in 2.0.0).

Tachyon Device View and Experience integration (new in v3.0).

Support for domain separation (multi-tenant) (new in v3.1).

Support for 1E CMDB Connect app (new in v3.2).

1E Service Catalog Connect

2.0.1

5.2, 8.0, 8.1

Quebec, Rome, San Diego

Integrates ServiceNow Service Catalog with Tachyon. Provides a UI like 1E Shopping – allows WSA to be invoked by ServiceNow and report WSA requests.

Guided Tour, and running any Tachyon instruction (new in v2.0.1).

1E Virtual Assistant

2.0.1

5.2, 8.0, 8.1

Quebec, Rome, San Diego

Provides a Virtual Agent for ServiceNow, supporting various topics, some of which use Tachyon instructions.

1E Core

2.1.0

5.2, 8.0, 8.1

Quebec, Rome, San Diego

Platform enabler. Provides copy of Tachyon instructions.

Support for domain separation (multi-tenant) (new in v2.0).

Support for 1E CMDB Connect apps (new in v2.1) including Service Graph Connector for 1E Tachyon.

Service Graph Connector for 1E Tachyon

2.0.0

5.2, 8.0, 8.1

Quebec, Rome, San Diego

1E Tachyon CMDB Connect, and Service Graph Connector for 1E Tachyon, provide identical capabilities, your choice depends on your licensing.

Either one can be optionally used for the following, among other features:

  • populate device data in ServiceNow's CMDB through 1E Core and Tachyon

  • provide the device FQDN required by other 1E ServiceNow apps, so they can use Tachyon.

The latter requirement may also be met by any third party app capable of populating the device FQDN in the ServiceNow CMDB cmdb_ci_computer table.

Change target from cmdb_ci_pc_hardware to cmdb_ci_computer (new in SGC 1.2.2).

Populates installed software, disk usage and network attributes. Also provides custom table for uninstalled software (new in SGC 2.0.0).

1.2.2

5.2, 8.0, 8.1

Paris, Quebec, Rome

1E Tachyon CMDB Connect

1.0.0

5.2, 8.0, 8.1

Paris, Quebec, Rome

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