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1E ITSM Connect release information

1E ITSM Connect features by release

A list of the 1E ITSM Connect app features organized by the release they were implemented in. Links through to the features have been provided for convenience.

1E ITSM Connect 5.0.8

New features included in this version:

  • Device lookup without saving the incident form in native UI

  • Execute instruction, show an experience and run a Quick Fix only on CI field of incident form in Service Operations Workspace

  • Update to the default role mapping of Instruction sets

  • Removed duplicate entries for devices in Device Info tab on Service Operations Workspace while using a custom connector

  • Updated App ID reference on Multi-Tenant Configurations page

1E ITSM Connect 4.5.9

New features included in this version:

  • Multi-authentication support for multi-tenant configuration

  • Support for parametrized instructions in 1E Quick Fixes

  • Support for Vancouver release of ServiceNow

1E ITSM Connect 4.5.7

New features included in this version:

  • OAuth based authentication supporting MID Server

  • Multi-authentication support for multi-tenant configuration

  • Support for parametrized instructions in 1E Quick Fixes

  • Support for Tokyo and Utah releases of ServiceNow

1E ITSM Connect 4.4

Features in this version:

  • Support for multi-authentication and multi-tenancy

  • Experience scores in Native UI is now available for all versions of 1E

  • Support for Interaction records in Service Operations Workspace

  • Experience trend chart in Service Operations Workspace

  • Support for San Diego, Tokyo, and Utah releases of ServiceNow

1E ITSM Connect 4.2

Features in version:

  • The business application can choose to authenticate either via Basic or Modern Authentication

  • CI selector based on Caller name

  • Instruction Segmentation based on user roles

1E ITSM Connect 4.1

Features in this version:

  • Compatible with Rome and San Diego (Patch 4 or later releases)

  • 1E Device Info to view device details on Agent Workspace

  • Define Quick Fixes categories to map with selected instructions

  • ROI Configuration to calculate Potential Savings

  • ITSM Connect Dashboard displays predefined reports

  • Guided Setup to configure 1E ITSM Connect

  • Added scheduled job to retrieve instructions

  • Enabled admin to set order for Recommended Actions

1E ITSM Connect 3.2

Feature in this release:

  • Recommended actions.

  • Availability on Agent Workspace.

  • Support investigation and remediation on multiple endpoints.

  • Flexibility to configure device FQDN - any table any field

  • Quebec compatible

  • Instruction execution from the incident, problem and change module in Agent workspace. (Can target single or multiple devices at once)

  • Device info (Configuration item/CI/Machine) in incident, change and problem module in Agent workspace.

  • Recommended actions against a ticket based on its short description.

  • Attach response button on Trigger Instruction record

  • Fourth checkbox for User sentiment on 1E Experience tab.

  • Any table any field support for device FQDN

Feature in 3.1

  • Domain Separation Support - The 3.1 version of this Application supports multi-tenant, domain separated ServiceNow instances. With this version, a single ServiceNow Instance can be connected to multiple Tachyon environments. Each Tachyon environment will report back to a single, unique tenant within a Domain separated ServiceNow instance. Apart from this, all features from previous versions are supported.

Features in 3.0 :

  • Device Info View - this feature enables your ServiceNow users to access the information that Tachyon retrieves for devices, for example: whether a device is connected to Tachyon or not, the timezone the device is in and other useful data. Please refer to Device Info and Experience scores: Device Information for more details.Device Information

  • 1E Experience integration - These features are dependent on 1E Experience being installed. For more details please refer to1E Experience 1.0 (Tachyon 5.0) and 1E Experience 1.2 (Tachyon 5.1).

  • Instructions UI improvements - the layout and appearance of the 1E ITSM Connect tab has been improved to make the selection, running and display of instructions and results better.

1E ITSM Connect 2.0
  • 1E ITSM Connect now works with 1E Core, which provides connectivity to Tachyon and other core features for the 1E ServiceNow applications. Please refer to Requirements: Service Now requirements

  • Instruction approval is now done in ServiceNow by ServiceNow users and not inside of Tachyon using a proxy Tachyon user. Please refer to Design Considerations: Tachyon Users and Roles for more details.

  • Checkbox to configure if approval is needed/not needed for an instruction in V2. ServiceNow Admin can choose which instructions require an approval.

  • Application settings and API configuration pages merged into 1 and called APP Configuration in V2.

1E ITSM Connect 1.0
Online help

The 1E ITSM Connect app comes with online help that shows you how to install, configure and use the product. Click the following link to view the help:

For support queries, please:

  • Use where you can search the KB or submit a support case.

  • Contact

Known issues

The current known issues related to the installation and running of 1E ITSM Connect app can be found in the Known issues page of the 1E ITSM Connect app documentation.