Skip to main content

ServiceNow

Requirements

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

This page is part of the design phase of implementation.

Tachyon requirements

Category

Requirement

More details

Tachyon system

  • A complete Tachyon infrastructure must be deployed, either in the local network or hosted over the internet.

  • You may have more than one Tachyon infrastructure connected to the same ServiceNow instance if your ServiceNow instance is domain separated.

  • The Basic Authentication feature must be installed on the Tachyon Server (Master Stack), and enabled in the following Tachyon web applications:

    • Consumer

    • Experience

  • To utilize the Experience feature in 1E ITSM Connect you will need:

    • 1E Experience on Tachyon Platform 8.1, which can be installed using Tachyon Setup

    • The proxy Tachyon user must have the 1E ITSM Connect Actioner role assigned with Read permissions on the Experience application.

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

  • To obtain 1E ITSM Connect product packs, contact your designated 1E Solution Expert or you can reach out to 1E Support team at

Tachyon 8.1 - Installing and upgrading

1E Core 2.1 - Preparation: Disable Tachyon Two-factor Authentication

1E Core 2.1 - Preparation: Enable Basic Authentication

Tachyon license

  • Your Tachyon license should contain the ServiceNow-Integration entitlement.

  • If you are planning on using the Experience feature your Tachyon license should also contain an Experience entitlement.

  • The Tachyon license should contain the following consumer in the ServiceNow Integration feature tag:

    <Feature name="ServiceNow-Integration">

    <Consumer name="1EServiceNowCore" enable="on">

    </Consumer>

    </Feature>

1E Core 2.1 - Preparation: Check your Tachyon license

1E ITSM Connect post-installation tasks

Tachyon consumer

Note

The workflow value is not set automatically. Refer to the links to the right to set the value.

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

  • The Workflow column of the dbo.Consumer table in the Tachyon Master database for this consumer must have the following value:

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

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

Tachyon proxy user

  • A Tachyon user with Actioners role on any required or all instruction sets and management groups, as proxy for the 1E ITSM Connect app user role in ServiceNow. This user can retrieve and execute instructions from ServiceNow. Add another role Experience Viewer to this user in Tachyon. This would allow user to fetch and view device experience details from Tachyon into ServiceNow.

  • 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.

  • Tachyon 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.

Design Considerations: Tachyon Users and Roles

Preparation: Add the ITSM Connect app proxy user to Tachyon

1E ITSM Connect post-installation tasks

Tachyon administrator

A Tachyon 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 above 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.

Optional roles:

  • 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.

Design Considerations: Tachyon Users and Roles

Preparation: Add the ITSM Connect app proxy user to Tachyon

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. It can also be either a single domain or a multi domain instance.

  • The current version of Application along with Domain separation feature on the 1E ITSM Connect App is supported currently on Rome and San Diego Patch 4 and later release.

  • If you are using this App in multi tenant mode, please enable the "Domain Support" plugin on your ServiceNow instance.

  • Install the mid-server where Tachyon database is installed and validate this server at ServiceNow. For more details, refer to the following to create a MID Server user account https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/general/reference/r_ServiceNowPlatform.html.

Installing 1E ITSM Connect

1E Core

  • The latest version of the 1E Core App needs to be installed and configured in your ServiceNow Instance. 1E Core is 2.1 supports single tenant instances and multi-domain instances.

1E Core 2.1 - Introducing 1E Core

ServiceNow users

  • At least one ServiceNow user for each of the roles in the following table:

    Role name

    Additional ServiceNow roles required

    Description

    x_1e_connect.Tachyon_Admin

    <None>

    This role allows its users to configure the 1E ITSM Connect app, in addition to having the same rights as the x_1e_connect.Tachyon_User role.

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

    x_1e_connect.Tachyon_User

    ITIL (for access to ITSM incidents)

    This role grants its users access to incidents and the ability to run Tachyon instructions.

    This role maps on to the proxy Tachyon actioner.

    x_1e_connect.Tachyon_Approver

    <None>

    This role allows its users to approve or reject Tachyon instructions that require approval.

Design Considerations: Tachyon Users and Roles

1E ITSM Connect post-installation tasks

User management

ServiceNow admin

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

Installing 1E ITSM Connect

Compatibility matrix for ServiceNow apps with 1E Core and 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 a 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

4.1.0

8.0, 8.1, 8.2

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 3.0).

Support for domain separation (multi-tenant) (new in 3.1).

Support for 1E CMDB Connect app (new in 3.2).

ROI Dashboard; Device views (Hardware, network, s/w installations etc.); Flexible Quick fixes menu; Guided Setup; Prioritized Recommended actions; Device History; Configurable retrieval of device stats (Online status, Last reboot, Last seen etc.); Scheduled retrieval of Tachyon instructions; Improved error handling logic; (new in 4.1.0).

3.2.1

5.2, 8.0, 8.1

Quebec, Rome, San Diego

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 2.0.1).

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 2.0).

Support for 1E CMDB Connect apps (new in 2.1) 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

In this section: