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Design Considerations

Information that will help you design and plan the implementation of 1E Virtual Assistant in your organization.

Note

This page lists key decisions you will need to make ahead of implementation that would be difficult to change later:

  • Before making a purchasing decision, for example architecture decisions affecting number and location of servers

  • Dependencies for 1E Virtual Assistant features you are planning to implement.

This page will also reference the following pages where necessary:

This page is part of the design phase of implementation.

Retrieving device details

To enable users to run topics from the 1E Virtual Assistant on the device they are browsing from, you will need an implementation of Shopping. You will also need the Shopping client module of the 1E Client installed on all the devices where you want this behavior. The Shopping client module is able to retrieve the device's FQDN using a loopback mechanism, this can then be leveraged by 1E Virtual Assistant to identify the device and pass this on to 1E to enable the correct processing of any selected topic.

Please refer to Install and configure Shopping for use with the 1E Virtual Assistant for more details.

Specific topic considerations

Various technologies and configurations are needed for specific topics in 1E Virtual Assistant.

The design considerations for each of these is highlighted on Post-installation tasks to enable individual topics on a topic by topic basis.

Compatibility matrix for 1E and ServiceNow integration applications

Integration

Version

1E on-premises

1E SaaS

ServiceNow

Purpose

1E Core

4.0.12

8.1, 9.0

23.11, 24.1

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).

Enhanced internal thumbprint verification criteria (new in 4.0.11).

Improved reference qualifiers logic to support multi-tenancy feature with or without domain separated tables (new in 4.0.12).

4.0.11

8.1, 9.0

23.11, 24.1

Vancouver, Utah, Tokyo

4.0.8

8.1, 9.0

23.7

Vancouver, Utah, Tokyo

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

5.0.8

9.0

23.11, 24.1

Vancouver, Utah, Tokyo

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).

Device details and perform instruction executions without saving the incident form. Improved logic for managing the role mapping for instruction sets. Removed duplicate entries for devices in Device Info tab on Service Operations Workspace while using a custom connector. Execute instruction, show an experience and run a Quick Fix only on CI field of incident form in Service Operations Workspace (new in 5.0.8).

4.5.9

8.1, 9.0

23.7

Vancouver

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

3.2.4

8.1, 9.0

23.11, 24.1

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)

Support for multiple domain and non-domain devices for shopping orders (new in 3.2.4).

3.2.3

8.1, 9.0

23.7

Vancouver, Utah, Tokyo

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

2.0.1

8.1, 9.0

23.11, 24.1

Vancouver, Utah, Tokyo

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

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

Supports the population of Windows Server devices as well; New Related link to view import history; Data source is updated to 1E CMDB; New field mapping for devices and OS identification (new in 2.0.1).

1.2.2

8.1, 9.0

23.7

Vancouver, Utah, Tokyo

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).