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Requirements

Information that will help you design and plan the implementation of the 1E Virtual Assistant app in your organization. This includes all the prerequisites and dependencies that are necessary to install the 1E Virtual Assistant app.

This page is part of the design phase of implementation.

1E requirements

Category

Requirement

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1E system

  • 1E Virtual Assistant provides a number of topics that rely on 1E. To utilize these, you will need a complete 1E infrastructure, either in the local network or hosted over the internet.

  • For Basic Authentication-

    A complete infrastructure of 1E (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 Consumer node of the 1E web application.

  • For Modern Authentication-

    A complete infrastructure of 1E 1E (Saas) 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.

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.

  • The 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 Virtual Assistant post-installation tasks

1E consumer

  • 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: Add the ServiceNow consumer to 1E

1E Core 4.0.8 - Preparation: Editing the ServiceNow consumer workflow

1E proxy user

  • A 1E user with Actioners role on required instruction sets and management groups.

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 be predefined system (Global) roles or custom roles. Global roles have permissions on all instructions sets and all devices. Custom roles can be optionally configured for all instruction sets or limited instruction sets, and all devices or management groups.

1E Virtual Assistant post-installation tasks

1E administrator

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

Purpose

Roles in 1E 9.0/23.7

Roles in 1E 8.1

Register the 1EServiceNowCore consumer

1E ITSM Connect Actioner

Full Administrator

Upload instruction definitions and create instruction sets

1E ITSM Connect Actioner

Full Administrator

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

1E ITSM Connect Actioner

Full Administrator or Group Administrator

Create Management groups if desired

1E ITSM Connect Actioner

Full Administrator or Group Administrator

Permissions Menu for 1E 24.1

ServiceNow requirements

Category

Requirement

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ServiceNow
  • A working ServiceNow instance must be set up. This can be a demo instance or a production/vendor instance.

  • The current version of 1E Virtual Assistant application is currently supported on Vancouver, Tokyo, and Utah releases of ServiceNow.

  • The Glide Virtual Agent plugin must be enabled/installed in ServiceNow.

  • Add the below widgets on the ServiceNow portal page where you want to see the chatbot

    • 1E Populate logged in device

    • Virtual Agent Service portal widget

Installing and upgrading

Preparation

1E Core
  • The latest version of the 1E Core App needs to be installed and configured in your ServiceNow Instance.

1E Core 4.0.8 - Introducing 1E Core1E Core 4.0.8

ServiceNow users
  • ServiceNow users are needed as defined in the 1E Core documentation.

  • To administer the 1E Virtual Assistant application, you need a user with the x_1e_virtual_agent.admin role.

User Management

1E Virtual Assistant post-installation tasks

ServiceNow admin
  • This role allows its users to install and configure the 1E Virtual Assistant.

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 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

Shopping requirements

Category

Requirement

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Shopping

A working Shopping system must be configured if you want to use these topics:

  • Install Software using Shopping

  • Upgrade Operating System

Implementing Shopping 6.1

Preparation

Shopping Agent

To enable the automatic detection of the device where the user is browsing to ServiceNow from:

  • The 1E Client with the Shopping Agent module enabled must be installed on all the target devices.

Installing the Shopping client 6.1