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.
1E requirements
Category | Requirement | More details | |
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1E system |
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1E license |
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1E consumer | NoteThe workflow value is not set automatically. Refer to the links to the right to set the value.
| 1E Core 2.1 - Preparation: Add the ServiceNow consumer to Tachyon | |
1E proxy user |
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1E administrator | A 1E user with the Global Administrator role, or one or more users with the following roles: Required roles:
Optional roles:
The users must be AD domain accounts. The above system roles can be substituted for equivalent custom roles. |
ServiceNow requirements
Category | Requirement | More details | ||||||||||||
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ServiceNow |
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MID Server (Basic Authentication) |
NotePlease 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 1E 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. NoteMultiple 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. | |||||||||||||
1E Core |
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ServiceNow users |
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ServiceNow admin |
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ServiceNow Certificates (Modern Authentication) |
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Compatibility matrix for 1E and ServiceNow integration applications
Integration | Version | 1E on-premises | 1E SaaS | ServiceNow | Purpose |
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1E Core | 8.0, 8.1 | 8.4 | Utah, Tokyo, San Diego | Platform enabler, prerequisite for all other integrations. Provides a copy of Tachyon instructions. Support for domain separation (multi-tenant). Support for 1E CMDB Connect apps (new in 2.1) including Service Graph Connector for 1E Tachyon. Support for OAuth2 required by 1E SaaS (new in 3.0.0). Support for multi-authentication and experience scores compatibility (new in 3.0.6) | |
8.0, 8.1 | 8.2, 8.4 | Utah, Tokyo, San Diego | |||
8.0, 8.1 | 8.2, 8.4 | Tokyo, San Diego | |||
5.1, 5.2, 8.0 | Tokyo, San Diego | ||||
1E ITSM Connect | 9.0 | 8.2, 8.4 | Utah, Tokyo, 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. Tachyon Device View and Experience integration. Support for domain separation (multi-tenant). Support for 1E CMDB Connect. 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 1E Tachyon instructions; Improved error handling logic; (new in 4.0.0). Agent Workspace features not available in San Diego release (new in 4.1.0). CI selector based on Caller name. Instruction segmentation based on user role. Support for OAuth2 required by 1E SaaS. Requires 1E Core 3.0 (new in 4.2.0). Instruction segmentation based on user roles (new in 4.3.0). Support for Experience trend chart, Experience score and Interaction records in Service Operations Workspace (new in 4.4.0). | |
4.3.0 | 8.0, 8.1 | 8.2, 8.4 | Utah, Tokyo, San Diego | ||
8.0, 8.1 | 8.2, 8.4 | Utah, Tokyo, San Diego | |||
8.0, 8.1 | Tokyo, San Diego | ||||
1E Service Catalog Connect | 3.1.0 | 8.0, 8.1 | 8.2, 8.4 | Utah, Tokyo, 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. Installation of software applications via 1E Shopping (new in 3.0.0). Support for OAuth2 required by 1E SaaS. Requires 1E Core 3.0 (new in 3.1.0) |
3.0.0 | 8.0, 8.1 | Tokyo, San Diego | |||
1E Virtual Assistant | 3.0.1 | 8.1 | 8.2, 8.4 | Utah, Tokyo, San Diego, | Provides a Virtual Agent for ServiceNow, supporting various topics, some of which use Tachyon instructions. Support for OAuth2 required by 1E SaaS. Requires 1E Core 3.0 (new in 3.0.1). |
5.1, 5.2, 8.0 | Tokyo, San Diego | ||||
Service Graph Connector for 1E | 8.0, 8.1 | 8.2, 8.4 | Utah, Tokyo, 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:
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. Populates installed software, disk usage and network attributes. Also provides custom table for uninstalled software (new in SGC 2.0.0). Supports OAuth2 required by 1E SaaS (new in 3.0.2) | |
8.0, 8.1 | Tokyo, San Diego | ||||
1E CMDB Connect | 1.1.4 | 8.0, 8.1 | 8.2, 8.4 | Utah, Tokyo, San Diego | See above, details as Service Graph Connector for 1E. |
1.1.0 | 8.0, 8.1 | 8.2, 8.4 | Tokyo, San Diego | ||
8.0, 8.1 | Tokyo, San Diego |