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1E 8.1 (on-premises)

1E ITSM Connect

1E ITSM Connect 2.0 app

Integration between Tachyon and the ServiceNow ITSM (Information Technology Service Management) module is enabled using the 1E ITSM Connect 2.0 app, which is available for download from the ServiceNow app store and can be installed on any ServiceNow instance.

  • 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 ITSM Connect - 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 ITSM Connect - Design Considerations: Tachyon Users and Roles for more details.

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

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

To implement 1E ITSM Connect 2.0 please refer to ITSM Connect - Implementing 1E ITSM Connect.

App Menu in Application Navigator

ServiceNow provides an application navigator that enables users to navigate from one screen to another easily. To use 1E ITSM Connect, first install it from ServiceNow app store and then search for 1E ITSM Connect in the application navigator. The menu is shown below:

ITSm_COnnect_App_nav.JPG

Here's an overview of the 1E ITSM Connect menu items and the roles needed to access each page:

Item

Description

Roles needed to view the Item's page

1E ITSM Connect app roles

ServiceNow roles

Incidents

Displays a list of incidents.

  • x_1e_connect.Tachyon_User

  • ITIL

Instruction Definitions

Displays a list of available Tachyon instructions.

Any of the following:

  • x_1e_connect.Tachyon_Admin

  • x_1e_connect.Tachyon_Approver

  • x_1e_connect.Tachyon_User

n/a

Instruction History

Displays a history of previously run instructions.

Either of the following:

  • x_1e_connect.Tachyon_Admin

  • x_1e_connect.Tachyon_User

n/a

Tachyon Approvals

Displays the instruction approval records generated from ServiceNow.

Either of the following:

  • x_1e_connect.Tachyon_Admin

  • x_1e_connect.Tachyon_Approver

n/a

Administration

App Configuration

Displays the App Settings screen.

  • x_1e_connect.Tachyon_Admin

n/a

Scheduled Jobs

Displays a list of any scheduled jobs specific to this app.

  • x_1e_connect.Tachyon_Admin

n/a

Logs

Displays the app specific logs.

n/a

  • admin(System Administrator)

Support

Displays information on how to contact 1E Support.

  • x_1e_connect.Tachyon_Admin

n/a