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.

1E requirements

Category

Requirement

More details

1E system
  • You may have more than one 1E infrastructure connected to the same ServiceNow instance if your ServiceNow instance is domain separated.

  • For Basic Authentication:

    A complete infrastructure of 1E 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 must be installed on the 1E Server (Master Stack), and enabled in the following 1E web applications:

    • Consumer

    • Experience Analytics

  • For Modern Authentication:

    A complete infrastructure of 1E 23.7 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 Microsoft Entra ID or Okta for external IdP.

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

    • 1E Experience Analytics, which can be installed using 1E Setup

    • The proxy 1E user must have 1E ITSM Connect Actioner role assigned to it with Actioner permission given on selected or all instructions. Add another role Experience User to this user to fetch and view device experience details from 1E into ServiceNow.

Planning for 1E 8.1

1E Core 4.0.8 - Preparation for Basic Authentication

1E license
  • Your 1E license should contain the ServiceNow-Integration entitlement.

  • If you are planning on using the Experience Analytics feature, your 1E license should also contain an Experience entitlement.

  • The 1E 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 4.0.8 - Preparation for Basic Authentication: Check your 1E license

1E ITSM Connect post-installation tasks

1E consumer

Note

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

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

  • The Workflow column of the dbo.Consumer table in the 1E Master database for this consumer must have the following value:

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

1E Core 4.0.8 - Preparation for Basic Authentication: Add the ServiceNow consumer to 1E

1E proxy user
  • A 1E user having 1E ITSM Connect Actioner role with assigned Actioner permission 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 User to this user in 1E. This would allow user to fetch and view device experience details from 1E 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.

  • 1E roles can also be custom roles. Custom roles can be optionally configured for all instruction sets or limited instruction sets, and all devices or management groups.

1E Users and Roles

Add the 1E ITSM Connect app proxy user to 1E

1E ITSM Connect post-installation tasks

1E administrator

A 1E user with the 1E ITSM Connect Actioner role, or one or more users with the following roles:

Required roles:

1E 8.1

1E 9.0

1E 23.7

Global Actioner

1E ServiceNow ITSM Connect

1E ITSM Connect Actioner

Experience User

All Instructions Actioner

All Instructions Actioner

Guaranteed State User

Guaranteed State User

Experience User

Experience User

The users must be AD domain accounts. The above system roles can be substituted for equivalent custom roles.

1E Users and Roles

Add the 1E ITSM Connect app proxy user to 1E

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 is supported currently on Vancouver releases.

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

Installing

MID Server (Basic Authentication)

Note

Note: Currently, MID Server on-premises request is not supported on Vancouver release.

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

1E Core 4.0.8 - 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 1E instructions.

    This role maps on to the proxy 1E actioner.

    x_1e_connect.Tachyon_Approver

    <None>

    This role allows its users to approve or reject 1E instructions that require approval.

1E 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

ServiceNow Certificates (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) are required and to be verified in the sys_certificate table. 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

Compatibility matrix for 1E and ServiceNow integration applications

Integration

Version

1E on-premises

1E SaaS

ServiceNow

Purpose

1E Core

4.0.8

8.1, 9.0

23.7

Vancouver, Utah, Tokyo

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)

Supports OAuth Authentication in domain separated instances; OAuth Authentication request through MID Server for on-premise environment is included; Displays Experience score for new and old API's (new in 4.0.8).

3.0.6

8.0, 8.1

8.2

Utah, Tokyo

3.0.2

8.0, 8.1

8.2

Utah, Tokyo

3.0.0

8.0, 8.1

8.2

Tokyo

1E ITSM Connect

4.5.9

8.1, 9.0

23.7

Vancouver

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).

OAuth authentication support via MID Server; Multi-authentication support for multi-tenant configuration; Parameterized instructions are included in 1E Quick Fixes (new in 4.5.7).

MID Server is not supported on-premise 1E platform (new in 4.5.9).

4.5.7

8.1, 9.0

23.7

Utah, Tokyo

4.4.0

8.1, 9.0

8.2

Utah, Tokyo,

4.3.0

8.0, 8.1

8.2

Utah, Tokyo

1E Service Catalog Connect

3.2.3

8.1, 9.0

23.7

Vancouver, Utah, Tokyo

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 3.1.1)

Compatible with 1E Core 4.0.8 (new in 3.2.3)

3.1.1

8.0, 8.1

8.2

Tokyo

Service Graph Connector for 1E

3.0.4

8.1, 9.0

23.7

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:

  • 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.

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)

Compatible with 1E Core 4.0.8 (new in 3.0.4).

3.0.3

8.0, 8.1

8.2, 8.4

Utah, Tokyo

3.0.2

8.0, 8.1

8.2

Utah, Tokyo

1E CMDB Connect

1.2.2

8.1, 9.0

23.7

Vancouver, Utah, Tokyo

See above, details as Service Graph Connector for 1E.

Compatible with 1E Core 4.0.8 (new in 1.2.2).

1.1.6

8.0, 8.1

8.4

Utah, Tokyo

1.1.5

8.0, 8.1

8.2, 8.4

Utah, Tokyo

1E Virtual Assistant

3.1.1

8.1, 9.0

23.7

Vancouver, Utah, Tokyo

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 3.0.2).

Compatible with 1E Core 4.0.8 (new in 3.1.1).