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Verifying

Basic verification tests that cover installation of the 1E ITSM Connect app. These tests should be run in series. They start with basic functionality tests. Depending on the decisions you have made during the design phase of your project, you may need additional tests to verify your 1E implementation.

Note

Please ensure you complete all verification tests. They not only confirm your system is operational, but they also introduce you to concepts and tasks that you will use later when using 1E.

To run these tests, you need:

  1. 1E Server installed and verified.

  2. A working ServiceNow instance with the 1E Core app installed and verified. Please refer to the Preparation for Basic Authentication and Installing for more details.

  3. A working ServiceNow instance with the 1E ITSM Connect app installed. Please refer to Preparation and Installing for more details, including post-installation tasks.

  4. At least one test device on which the 1E Agent has been installed.

Note

The following 1E ITSM Connect app verification steps also assume you have already performed the 1E verifying steps and fixed any issues found, for more details please refer to Verifying 1E 9.0 .

Verify 1E ITSM Connect connection with 1E

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Go to the 1E ITSM Connect → App Configuration page in the Application navigator.

  3. Click on the Test Server Connection button.

After clicking the Test Server Connection button, a success message is displayed on the App Configuration page.

The message Server connection test failed. Please validate your credentials and 1E Core app server configuration details are displayed on the App Configuration page. You need to make sure that:

  • The 1E username and password are set correctly. Check the credentials provided and type them again. Test the server connection again.

  • 1E is not on the cloud and has been implemented on-premises, check that your ServiceNow mid-server has been set up and is working correctly.

You may find that the 1E credentials are correct on this page, but an error is still displayed. In this case, you will then need to check the other configuration settings on the 1E Core app.

Verify 1E Instruction Synchronization with 1E ITSM Connect

Test

Expected Response

Remediation

  • Login to ServiceNow as the ITSM Connect admin user.

  • Go to the 1E ITSM Connect → App Configuration page in the Application navigator.

  • Click on the Retrieve Instructions button.

After clicking the Retrieve Instructions button, a success message is displayed on the App Configuration page and the 1E instructions are displayed on the Instruction Definitions page.

The purpose of this step is to confirm the basic communications between 1E and the 1E ITSM Connect.

  1. The message Server connection test failed. Please validate your credentials and 1E Core app server configuration details is displayed on the App Configuration page if the credentials used for communicating with 1E are not valid. You need to make sure that:

    • The 1E User Name setting on the App Configuration page is correct and provided in the domain\username format.

    • The password for the account is correctly set.

    • The 1E User Name is added to 1E with Actioner permissions.

    • All settings are correctly defined in the 1E Core settings page.

  2. The message Instructions retrieval failed. Please validate your credentials and 1E Core app server configuration details. is displayed on the App Configuration page if the 1E instructions could not be retrieved. You need to make sure that:

    • The 1E User Name is added to 1E with Actioner permissions.

Verify ServiceNow users can run instructions in Native UI

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to the 1E ITSM Connect → Incidents page in the Application navigator.

  3. Select any incident from the list and open the record, either by clicking on the Number or information icon.

  4. The selected Incident page opens up. Now click on the 1E ITSM Connect tab.

  5. Select either an instruction set or type ahead to look for an instruction.

  6. Click on RUN button.

When you click on the RUN button, the instruction is executed and the responses are displayed at the bottom.

In case you don't see any responses, this may happen due to the following reason:

  • Navigate to Related Links → Instruction History. You may need to refresh the Instruction History page.

  • Check the communication between the 1E Agent and Switch. If there are any issues will appear in the Agent log.

  • Check the status of the device is online.

Verify 1E ITSM Connect instructions can be retrieved from 1E

Below are the tests to verify whether instructions for 1E ITSM Connect can be retrieved from 1E

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Go to the 1E ITSM Connect → App Configuration page in the Application navigator.

  3. Click on the Retrieve Instructions button.

After clicking the Retrieve Instructions button, a success message is displayed on the App Configuration page.

The message Instruction retrieved failed. Please validate your credentials and 1E Core app server configuration details is displayed on the App Configuration page. You need to make sure that:

  • The 1E username and password are set correctly. Check the credentials provided and type them again. Test the server connection again

  • 1E is on the cloud and has been implemented on-premises, check that your ServiceNow mid-server has been set up and is working correctly

  • Ensure the instructions for 1E ITSM Connect have been uploaded into 1E

  • Ensure the instructions for 1E ITSM Connect are covered in your 1E license

  • Check the 1E account has Questioner permission for the instructions of 1E ITSM Connect.

Below are the tests to verify whether correct instructions are retrieved from 1E

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Go to the 1E ITSM Connect → Instruction Definitions page in the Application navigator.

  3. Confirm the appropriate instructions have been retrieved.

When viewing the instructions on the Instruction Definition page, all the correct instructions have been loaded.

If some or all the expected instructions are missing:

  • Ensure the 1E ITSM Connect product pack has been uploaded into 1E

  • Ensure the user specified by the 1E credentials on the 1E ITSM Connect → App Configuration page has Questioner permission on all the expected instructions.

Verify 1E ITSM Connect and 1E Experience tabs are visible

Below are the tests to verify whether 1E ITSM Connect tab is visible:

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to the 1E ITSM Connect → Incidents page in the Application navigator.

  3. Select any incident from the list and open the record, either by clicking on the Number or information icon.

  4. The selected Incident page opens up. Now check whether you see the 1E ITSM Connect tab or not.

  5. Click on the 1E ITSM Connect tab.

When you click on the 1E ITSM Connect tab, it shows the instruction set links, type ahead search and RUN button.

In case you don't see 1E ITSM Connect tab on the page. Then this may happen due to the following reason:

  • Ensure that the 1E ITSM Connect tab has been configured and added.

Below are the tests to verify whether 1E Experience tab is visible:

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to the 1E ITSM Connect → Incidents page in the Application navigator.

  3. Select any incident from the list and open the record, either by clicking on the Number or information icon.

  4. The selected Incident page opens up. Now check whether you see the 1E Experience tab or not.

  5. Click on the 1E Experience tab.

Click on the 1E Experience tab, it shows Experience score graph, Remediate button and other metrics.

In case you don't see 1E Experience tab on the page. Then this may happen due to the following reason:

  • Ensure that the 1E Experience tab has been configured and added.

Verify ServiceNow users can run instructions in Agent Workspace

Below are the tests to verify whether 1E Explorer tab is visible

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Agent Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Troubleshooting tab.

  7. Click on the 1E Troubleshooting tab.

When you click on the 1E Troubleshooting tab, it shows the following:

  • Impacted devices

  • Recommended actions

  • instruction set links

  • type ahead search

  • RUN button

  • Related Links

In case you don't see these listed items, this may happen due to the following reason:

  • Verify the NLU model is trained and published.

  • Recommended actions are not configured properly. Ensure that the intents are mapped to instructions.

  • Instruction sets are not retrieved from 1E.

Below are the tests to verify whether ServiceNow user can run instruction using 1E Explorer

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Agent Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Troubleshooting tab.

  7. Click on the 1E Troubleshooting tab.

  8. Select any or all devices from the list.

  9. Select either a Recommended action, choose an instruction set, or type ahead to look for an instruction.

  10. Click on RUN button.

When you click on the RUN button, the instruction is executed and the responses are displayed at the bottom.

In case you don't see any responses, this may happen due to the following reason:

  • Check whether device is available.

  • There is no response from 1E.

Below are the tests to verify whether 1E Device Info tab is visible

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Agent Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Device Info tab.

  7. Click on the 1E Device Info tab.

When you click on the 1E Device Info tab, it shows the device details along with a search box.

In case, you cannot see any information after clicking on the 1E Device Info tab, this may happen due to the following reasons:

  • If the devices are not from the valid CI class, then it will not be listed

Below are the tests to verify whether Experience score is displayed on 1E Device Info page

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Agent Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Device Info tab.

  7. Click on the 1E Device Info tab.

  8. Select any device from the list.

  9. Click on the 1E button given on the Experience score column.

Click on the 1E button, it shows Experience score along with the metrics for the selected device.

In case you don't see 1E tab on the page. Then this may happen due to the following reason:

  • The entitlement check has not been performed successfully on the App Configuration page.

Below are the tests to verify whether 1E Quick Fix tab is visible

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Agent Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Quick Fixes tab.

  7. Click on the 1E Quick Fixes tab.

When you click on the 1E Quick Fixes tab, it shows the following:

  • Impacted devices and a refresh button

In case, you cannot see any information after clicking on the 1E Quick Fixes tab, this may happen due to the following reasons:

  • If the devices are not from the valid CI class, then it will not be listed

Verify ServiceNow users can run instructions in Service Operations Workspace

Below are the tests to verify whether 1E Explorer tab is visible

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Service Operations Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Troubleshooting tab.

  7. Click on the 1E Troubleshooting tab.

When you click on the 1E Troubleshooting tab, it shows the following:

  • Impacted devices

  • Recommended actions

  • instruction set links

  • type ahead search

  • RUN button

  • Related Links

In case you don't see these listed items, this may happen due to the following reason:

  • Verify the NLU model is trained and published.

  • Recommended actions are not configured properly. Ensure that the intents are mapped to instructions.

  • Instruction sets are not retrieved from 1E.

Below are the tests to verify whether ServiceNow user can run instruction using 1E Explorer

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Service Operations Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Troubleshooting tab.

  7. Click on the 1E Troubleshooting tab.

  8. Select any or all devices from the list.

  9. Select either a Recommended action, choose an instruction set, or type ahead to look for an instruction.

  10. Click on RUN button.

When you click on the RUN button, the instruction is executed and the responses are displayed at the bottom.

In case you don't see any responses, this may happen due to the following reason:

  • Check whether device is available.

  • There is no response from 1E.

Below are the tests to verify whether 1E Device Info tab is visible

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Service Operations Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Device Info tab.

  7. Click on the 1E Device Info tab.

When you click on the 1E Device Info tab, it shows the device details along with a search box.

In case, you cannot see any information after clicking on the 1E Device Info tab, this may happen due to the following reasons:

  • If the devices are not from the valid CI class, then it will not be listed

Below are the tests to verify whether Experience score is displayed on 1E Device Info page

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Service Operations Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Device Info tab.

  7. Click on the 1E Device Info tab.

  8. Select any device from the list.

  9. Click on the 1E button given on the Experience score column.

Click on the 1E button, it shows Experience score along with the metrics for the selected device.

In case you don't see 1E tab on the page. Then this may happen due to the following reason:

  • The entitlement check has not been performed successfully on the App Configuration page.

Below are the tests to verify whether 1E Quick Fix tab is visible

Tests

Expected Result

Remediation

  1. Login to ServiceNow as the ITSM Connect admin user.

  2. Navigate to Workspace Experience → Service Operations Workspace Home in the application navigator.

  3. Now click on the hamburger icon given on the left-hand panel to open Lists.

  4. Go to Incidents → All in the given menu. This displays a list of all the incidents and their details.

  5. Select any incident from the list.

  6. Along with incident Details tab, it displays 1E Quick Fixes tab.

  7. Click on the 1E Quick Fixes tab.

When you click on the 1E Quick Fixes tab, it shows the following:

  • Impacted devices and a refresh button

In case, you cannot see any information after clicking on the 1E Quick Fixes tab, this may happen due to the following reasons:

  • The Quick Fixes categories are not mapped to the instructions appropriately.

In this section: