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

1E requirements

Category

Requirement

More details

1E system

(Basic Authentication)

  • A complete infrastructure of Tachyon 8.1 (on-premises) is required, either in a local network or hosted over the internet. This includes the 1E Client, deployed to all devices that you need to manage.

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

Planning for 1E 9.0

Disable 1E Two-factor Authentication

Enable Basic Authentication

1E system

(Modern Authentication)

  • A complete infrastructure of 1E 8.2 or later versions is required, either in a local network or hosted over the internet. This includes the 1E Client, deployed to all devices that you need to manage.

  • The Modern Authentication is to be setup either using Azure AD (introduced in 1E 8.2) or Okta (introduced in 1E 8.4) for external IdP.

Preparation for Modern Authentication

1E consumer

  • A consumer with the name 1EServiceNowCore must be registered in the 1E 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"}}]}]

Add the ServiceNow consumer to 1E

1E administrator

  • One or more 1E users assigned with the following role(s) for the following purposes. Users must be AD domain accounts.

    Purpose

    1E roles

    Register the 1EServiceNowCore consumer

    Full Administrator

    Upload instruction definitions and create instruction sets

    Full Administrator

    Create 1E users and assign them to roles, create custom roles, and assign them to some instruction sets and management groups

    Full Administrator or Group Administrator

    Create Management groups if desired

    Full Administrator or Group Administrator

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

1E license

  • Your 1E license must include the 1EServiceNowCore consumer in the ServiceNow Integration feature tag as following:

    <Feature name="ServiceNow-Integration">

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

    </Consumer>

    </Feature>

You can also verify this information in the 1E Settings app by navigating to Configuration → License Information. Scroll down to Products section and check whether 1EServiceNowCore is present as a feature item.

Check your 1E 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: San Diego, Tokyo, and Utah

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

Installing

MID Server

(Basic Authentication)

  • You require a MID Server when your 1E 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 1E Platform server. It must be able to connect to the 1E 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 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.

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 with each of the roles as described 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 application.

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

App Installation

ServiceNow certificate

(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) and App ID (Kid) are required, in case the application's authentication mechanism is set to Modern Auth. Also create a JWT key and associate it with the JKS certificate. Similarly, create JWT provider and associate it with the JWT key.

    Note

    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.

Preparation for Modern Authentication

In this section: