Design Considerations
Information that will help you design and plan the implementation of 1E Service Catalog Connect in your organization.
This page is part of the design phase of implementation.
The implementation of 1E Service Catalog Connect is straightforward. Assuming you have already implemented 1E infrastructure, the only significant choices required before installing 1E Service Catalog Connect are described below.
For a full list of requirements, please refer to Requirements. Once you have made the implementation choices below, satisfied requirements, completed Preparation steps, then you can continue with App Installation.
MID Server
When ServiceNow is not able to access the 1E Server (Master Stack) over the Internet, then you require a ServiceNow MID Server. In this scenario, you will install both the 1E Server and the MID Server on your local network, so that the MID Server can then access ServiceNow on the Internet, thereby acting as a bridge between the two.
You can use the same MID server for 1E Core and 1E Service Catalog Connect.
Users and roles
1E Service Catalog Connect uses 1E Shopping, and uses 1E to run instructions, each from newly created catalog items within 1E Service Catalog Connect.
The following table describes the 1E Service Catalog Connect app roles.
Role name | Additional ServiceNow roles required | Description |
|---|---|---|
x_1e_service_catal.shopping_admin | n/a | This role allows its users to configure the 1E Service Catalog Connect app, in addition to having the same rights as the x_1e_service_catal.shopping_user role. ServiceNow admin users must change their application scope to 1E Service Catalog Connect in order to configure the app. |
x_1e_service_catal.shopping_user | n/a | This role grants its users access to invoke Windows 10 items and select catalog items tied with 1E instructions. |
Note
The x_1e_service_catal.shopping_user and x_1e_service_catal.shopping_admin roles are created automatically when you install the 1E Service Catalog Connect application.
The x_1e_core_connect.user role is automatically inherited when a user is granted any of the roles above.
Instruction sets
1E instructions are permissioned by assigning their instructions sets to roles. You can permission the roles for All sets or specific instruction sets.
You will very likely use specific instruction sets if you are using 1E for purposes other than ServiceNow, for example integration of 1E with other 1E products such as Shopping, AppClarity, NightWatchman and more.
Your 1E administrator will need to upload the relevant instructions into 1E, and assign it to an instruction set. The instruction can be assigned to only one instruction set. Typically, instruction set names match the names of the Product Pack zips, which tend to represent their use-cases. Users are able to see the names of instruction sets, which helps when searching for instructions to use. Therefore, you should avoid the temptation to consolidate instructions into fewer instructions sets just to simplify the one-off process of configuring roles.
Your 1E installation should already have some instruction sets available, with at least the Platform verification instructions used to verify the installation of 1E and its agents.
Note
A 1E user with either Full Administrator or All Instructions Actioner role is required to add product packs; add, modify and delete instruction sets; and delete instruction definitions.
You do not need this role if a 1E administrator has already added instruction definitions for you to use.
Management groups
Management groups are used by 1E as logical holders for the grouping of devices. Management groups have the following properties:
Each device known to 1E can be assigned to any number of management groups, or be left unassigned.
Roles can be associated with one or more specific management groups, so that users with those roles will only be available to target the devices in their role's management groups.
Management groups can only contain devices and they are completely independent from any other management group, even if they contain the same devices.
Note
A user with either Global Administrators or Management Group Administrators role is required to create, delete and update management groups.
You do not need this role if a 1E administrator has already created management groups for you to use.
Please refer to the relevant 1E version documentation for how to create and manage Management groups.
Options for configuring 1E Service Catalog Connect roles
1E roles can be either system or custom. System roles have permissions on all instructions sets and devices. Custom roles can be configured for all instruction sets or limited instruction sets, and all devices or management groups.
You have the following options for assigning 1E roles to the users, which can be changed at any time.
Assign users to the corresponding Full Adminstrator role. This is the quickest and simplest option suitable as a temporary solution which can be changed later, or in a simple environment such as a lab, or if 1E is used only for ServiceNow where all instructions and devices are within the scope of ServiceNow.
Assign a user to the corresponding custom role, for example, called 1E ITSM Connect Actioner. In each case, assign both roles to All sets and All devices.
The same custom roles as option 2, but assign the roles to specific instructions sets and/or management groups.
Note
When using custom roles, ensure you configure both roles with the same Instruction Sets and Management groups.
Note
Refer to:
Add the Service Catalog Connect app user to Tachyon on setting up users in 1E,
Permissions Menu for 1E 24.1 for more detail of how to permission roles in 1E platform,
1E Service Catalog Connect post-installation tasks: API Configuration Page on how to configure users in ServiceNow,
User Management on setting up users in ServiceNow.
Note
A user with Full Administrator role is required to add or remove users, view all roles, add, modify and delete custom roles or assign roles to any instruction sets and define their permissions.
You do not need this role if a 1E administrator has already created your users and assigned them to necessary roles.
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 | Washington DC, Vancouver, Utah | 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 | ||
4.0.8 | 8.1, 9.0 | 23.7 | Vancouver, Utah | ||
3.0.6 | 8.0, 8.1 | 8.2 | Utah | ||
3.0.2 | 8.0, 8.1 | 8.2 | Utah | ||
1E ITSM Connect | 5.0.8 | 9.0 | 23.11, 24.1 | Washington DC, Vancouver, Utah | 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 | ||
4.4.0 | 8.1, 9.0 | 8.2 | Utah | ||
4.3.0 | 8.0, 8.1 | 8.2 | Utah | ||
1E Service Catalog Connect | 3.2.4 | 8.1, 9.0 | 23.11, 24.1 | Washington DC, Vancouver, Utah | 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 | ||
Service Graph Connector for 1E | 3.0.4 | 8.1, 9.0 | 23.7 | Washington DC, Vancouver, Utah | 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:
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 | ||
3.0.2 | 8.0, 8.1 | 8.2 | Utah | ||
1E CMDB Connect | 2.0.1 | 8.1, 9.0 | 23.11, 24.1 | Washington DC, Vancouver, Utah | 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 | ||
1.1.6 | 8.0, 8.1 | 8.4 | Utah | ||
1.1.5 | 8.0, 8.1 | 8.2, 8.4 | Utah | ||
1E Virtual Assistant | 3.1.1 | 8.1, 9.0 | 23.7 | Washington DC, Vancouver, Utah | 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). |