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Configuration Issues

Troubleshooting common issues that you may be having with configuration.

Instruction retrieval issues

The 1E ITSM Connect app is reliant on its connection to 1E to fetch information on the 1E instructions that can be run from ServiceNow. For more details on retrieving instructions, please refer to 1E App Configuration Page.App Configuration Page

Using 1E ITSM Connect as a ServiceNow admin

1E ITSM Connect expects that the user is in the 1E ITSM Connect application scope. If the user is a ServiceNow admin, by default they are in the ServiceNow Global scope. In this case, when they try to fetch instructions from 1E, by clicking on the Retrieve Instructions button on the App Configuration page, 1E ITSM Connect displays a Not allowing update of property: x_1e_connect.instruction_sets error. To resolve this issue, you will need to set the scope of the ServiceNow admin user to 1E ITSM Connect, as described in the following steps:

  1. Click on the Settings button


    at the top-right of the ServiceNow console.

  2. This displays the System Settings screen.

  3. Select Developer from the navigation menu on the left.

  4. Click on the Application drop down and change the application scope from Global to 1E ITSM Connect.