1E ITSM Connect 3.1

1E ITSM Connect integrates Tachyon with ServiceNow - enabling your help desk associates to trigger Tachyon instructions from within the incident management module of ServiceNow, providing real-time investigative and remedial tools at the point where they are needed.

Integration between Tachyon and the ServiceNow ITSM (Information Technology Service Management) module is enabled using the 1E ITSM Connect 3.1 app, which is available for download from the ServiceNow app store and can be installed on any ServiceNow instance.

Feature in V3.1

  • 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 V3 :

  • 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.
  • 1E Experience integration - These features are dependent on 1E Experience being installed. For more details please refer to 1E Experience 1.0.
  • 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.

To implement 1E ITSM Connect 3.1 please refer to 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 in the picture opposite. Here's an overview of the 1E ITSM Connect menu items and the roles needed to access each page:

ItemDescriptionRoles needed to view the Item's page
1E ITSM Connect app rolesServiceNow roles
IncidentsDisplays a list of incidents.
  • x_1e_connect.Tachyon_User
  • ITIL
Instruction DefinitionsDisplays 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 HistoryDisplays a history of previously run instructions.

Either of the following:

  • x_1e_connect.Tachyon_Admin
  • x_1e_connect.Tachyon_User
n/a
Tachyon ApprovalsDisplays the instruction approval records generated from ServiceNow.

Either of the following:

  • x_1e_connect.Tachyon_Admin
  • x_1e_connect.Tachyon_Approver
n/a
AdministrationApp ConfigurationDisplays the App Settings screen.
  • x_1e_connect.Tachyon_Admin
n/a
Scheduled JobsDisplays a list of any scheduled jobs specific to this app.
  • x_1e_connect.Tachyon_Admin
  • admin (System Administrator)
Multi-tenant ConfigurationsDisplays the settings screen for multi-tenant instances
  • x_1e_connect.Tachyon_Admin
n/a
LogsDisplays the app specific logs.

n/a

  • admin (System Administrator)
SupportDisplays information on how to contact 1E Support.
  • x_1e_connect.Tachyon_Admin
n/a