Summary

Post-installation tasks, which include mandatory and optional configuration tasks.

The 1E ITSM Connect app communicates with the Tachyon system that is hosted in your production network. As a result, certain configuration details must be set up by a ServiceNow administrator to enable this communication with the Tachyon server. Additional settings must also be configured to manage how the 1E ITSM Connect app works.

Form layout setup

After the app has been installed on the ServiceNow instance the 1E ITSM Connect section must be configured using the Form Layout option of the 1E ITSM Connect incident.

This page is accessible only to a ServiceNow admin after installation of 1E ITSM Connect.

Here is the step-by-step process:

On this page:

  1. Navigate to 1E ITSM Connect→Incidents menu path.

  2. Click on the incident number of any incident shown in the right pane.
  3. After opening the incident details, click on the hamburger menu and then select the Configure→Form Layout menu option as shown opposite. This will open the Configure Incident Form screen.

  1. On the Configuring Incident Form screen, click New... item in the Section drop down list to create a new section as shown opposite:

  1. In the Create New Section popup, set the Section caption as 1E ITSM Connect and click OK .


  1. After the section has been created, move the Tachyon Instructions item from the Available to the Selected list box by selecting and clicking on the > button. This will add the Tachyon instructions item into the 1E ITSM Connect Section. Click the Save button to save the form layout changes.


  1. Create another new section, set the Section caption as 1E Experience and click OK.

  1. Use the same steps to add 1E Show Device Experience item to the 1E Experience section and then click Save to save the form layout changes.

  1. On the incident form, right click next to Configuration item and open Configuration Dictionary.

  1. Finally go to the Attributes and add x_1e_connect_show_details.

App Configuration Page

App configuration is a sub-menu available under the Administration tab of 1E ITSM Connect. This page allows an admin user to set up the details required by the application to communicate with Tachyon.

This page is accessible only to a ServiceNow user that is a member of 1E ITSM Connect app role x_1e_connect.Tachyon_Admin. If the user is also a ServiceNow admin the page will only be accessible after setting the scope to 1E ITSM Connect.

The App Configuration Settings for Tachyon ServiceNow Integration page contains settings for integrating Tachyon with ServiceNow. All the fields on the page are mandatory except for Enable Approval checkbox.

Due to the limitations of ServiceNow property pages there are no validation checks applied to any of the settings. You should take extra care to ensure that all the fields are filled out correctly.

Please refer to:

 

The following table describes the fields available on this page:

FieldDescription

Tachyon User Name and Tachyon User Password

This is the domain user name and password of a Tachyon user that is assigned to an Actioners role in Tachyon. This user is a proxy for ServiceNow users that are assigned to the 1E ITSM Connect role x_1e_connect.Tachyon_User in order to run those instructions in Tachyon from ServiceNow, to verify the status of executed instructions, and collect responses from the instructions that have been run.

This user is also used by the API Configuration Settings page to retrieve instructions from Tachyon to make them available in ServiceNow.

Enter the user name in the format domain\username

Tachyon Explorer URL

This setting is used to open the Tachyon Explorer page from the "Related Links" within an Incident. This does not affect the connectivity between ServiceNow and tachyon but rather points to the Explorer directly.

Enable Approval

This check box helps execute instructions with or without the need for approvals depending on customer preferences. ServiceNow will not ask for any approval if the checkbox is unchecked.

Tachyon keep answers minutes

This setting is specific to Tachyon. The value is used when ServiceNow sends an instruction execution request to Tachyon and controls the number of minutes that Tachyon should keep the instruction responses active. The setting unit is minutes. This has a default value of 120 minutes with a valid range between 10 and 10080.

Tachyon gather data minutes

This setting is specific to Tachyon. The value is used when ServiceNow sends an instruction execution request to Tachyon and controls the number of minutes that Tachyon should continuously gather an instruction's responses. The setting unit is minutes. This has a default value of 60 minutes with a valid range between 10 and 10080.

Instruction response keep days

This setting determines how many days ServiceNow stores the instruction responses received from Tachyon. An auto-clean-up mechanism deletes response data older than the specified number of days from ServiceNow.

Once deleted the response data is lost and can never be viewed or retrieved again. This has a default value of 5 days.

Instruction history keep months

This setting determines the number of months that ServiceNow preserves the instruction history data. Whenever a user executes an instruction its details get saved in the instruction history in form of transactions. An auto-clean-up mechanism deletes instruction history data older than the specified number of months from ServiceNow.

Once deleted the instruction history data is lost and can never be viewed or retrieved again. This has a default value of 3 months.

Status API wait seconds

This setting specifies the time duration in seconds that ServiceNow should wait between sending subsequent instruction status API requests. The same wait time is used in case of response API calls for collecting the responses of the triggered instructions. This has a default value of 3 seconds. 

Response batch size

This setting specifies the number of result sets that are fetched from Tachyon in one call. Each time the user clicks the load more link a new call is made and the specified number of responses from Tachyon are stored in the ServiceNow table.

For example, if a user triggered an instruction with a batch size of 100 and the instruction is expected to bring 500 records in total from Tachyon, then the first response will be returned as soon as the first batch of 100 records are ready. When the ServiceNow user clicks the load more link then the next set of 100 responses will be loaded and so on.

Page size

This setting specifies the default page size of Tachyon response table.

Attached response file name prefix

This setting contains a text value that is used as the prefix for the name of an attached response excel file. The complete name of the attachment has additional concatenated parameters such as the incident number and time stamp.

The 1E ITSM connect app lets users choose to additionally receive the responses for a Tachyon triggered instruction as an attached Excel file in the incident itself. As soon as the instruction's responses are visible on the screen, the attached responses appear just below the responses table.

Targeted device field name

This setting defines the name of the reference type field that will be used as the configuration item field on the incident page. The default value for this field is cmdb_ci, which corresponds to the configuration item field on the incident page.

Normally a 1E ITSM Connect incident uses a specific configuration Item, which is the computer name of a device. An organization may instead want to track inventory details using any reference type field available on the incident page. This setting lets an organization select any of the reference fields available on incident page as the CI field.

Save

This button allows you to save your settings.

Test Server Connection

This button checks whether the integration between Tachyon and ServiceNow has been established successfully.

Retrieve Instructions

This button retrieves Tachyon instructions into your ServiceNow Instance. On clicking this button, you will receive an appropriate message.

Check Entitlement

This button checks to see if Experience is licensed in addition to Tachyon. If the entitlement check fails, the Experience scores will not be displayed.