Summary

Information that will help you design and plan the implementation of the 1E ITSM Connect app in your organization. This includes all the prerequisites and dependencies that are necessary to install the 1E ITSM Connect app.

This page is part of the design phase of implementation.

On this page:

Tachyon requirements

CategoryRequirementMore details

Tachyon system

  • A complete Tachyon infrastructure must be deployed, either in the local network or hosted over the internet.
  • You may have more than one Tachyon infrastructure connected to the same ServiceNow instance if your ServiceNow instance is domain separated.
  • Two-factor authentication must be disabled for either the entire Tachyon environment or for any of the instructions that will be used in ServiceNow.
  • The Basic Authentication feature must be installed on the Tachyon Server (Master Stack), and enabled in the following Tachyon web applications:
    • Consumer
    • Experience
  • If you are not planning on using the Experience feature, you can use Tachyon 4.1 or later.
  • To utilize the Experience feature in 1E ITSM Connect you will need
    • 1E Experience 1.0 on Tachyon Platform 5.0, which can be installed using Tachyon Setup
    • the proxy Tachyon user must have the 1E ITSM Connect Actioner role assigned with Read permissions on the Experience application.
    • The Basic Authentication feature must be installed on the Tachyon Server (Master Stack), and enabled in the Experience web application

Tachyon 5.1 - Installing and upgrading

1E Core 2.0 - Preparation: Disable Tachyon Two-factor Authentication

1E Core 2.0 - Preparation: Enable Basic Authentication

Tachyon license

  • Your Tachyon license should contain the ServiceNow-Integration entitlement.
  • If you are planning on using the Experience feature your Tachyon license should also contain an Experience entitlement.

1E Core 2.0 - Preparation: Check your Tachyon license

1E ITSM Connect post-installation tasks

Tachyon consumer

  • A Tachyon consumer with the name 1EServiceNowCore must be registered in the Tachyon administration Consumers page.

1E Core 2.0 - Preparation: Add the ServiceNow consumer to Tachyon

Tachyon proxy user

  • A Tachyon user with Actioners role on required instruction sets and management groups, as proxy for the 1E ITSM Connect app user role in ServiceNow.

User must be an AD domain account. This account does not belong to a specific person and can be regarded as a service account, it does not require an email address.

Tachyon roles can be predefined system (Global) roles or custom roles. Global roles have permissions on all instructions sets and all devices. Custom roles can be optionally configured for all instruction sets or limited instruction sets, and all devices or management groups.

Design Considerations: Tachyon Users and Roles

Preparation: Add the ITSM Connect app proxy user to Tachyon

1E ITSM Connect post-installation tasks

Tachyon administrator

A Tachyon user with the Global Administrator role, or one or more users with the following roles:

Required roles:

    • Permissions Administrators role in order to create the above users and assign them to roles. Also create custom roles, and assign them to some instruction sets and management groups.
    • Consumer Administrators role in order to register the ServiceNow consumer.

Optional roles:

    • Instruction Set Administrators role in order to upload instruction definitions and create instruction sets
    • Management Group Administrators role in order to create Management groups if desired

The users must be AD domain accounts. The above system roles can be substituted for equivalent custom roles.

Design Considerations: Tachyon Users and Roles

Preparation: Add the ITSM Connect app proxy user to Tachyon

ServiceNow requirements

CategoryRequirementMore details

ServiceNow

  • A working ServiceNow instance must be set up. This can be a demo instance or a production/vendor instance. It can also be either a single domain or a multi domain instance.
  • The current version of Application along with Domain separation feature on the 1E ITSM Connect App is supported currently on Orlando release.
  • If you are using this App in multi tenant mode, please enable the "Domain Support" plugin on your ServiceNow instance

Installing 1E ITSM Connect

1E Core

  • The latest version of the 1E Core App needs to be installed and configured in your ServiceNow Instance. Minimum supported version of 1E Core is V1.0.8 for single tenant instances and V2.0 for multi domain instances.
  • Core 

1E Core 2.0 - Introducing 1E Core

ServiceNow users

  • At least one ServiceNow user for each of the roles in the following table:
    Role nameAdditional ServiceNow roles requiredDescription
    x_1e_connect.Tachyon_Admin<None>

    This role allows its users to configure the 1E ITSM Connect app, in addition to having the same rights as the x_1e_connect.Tachyon_User role.

    ServiceNow admin users must change their application scope to 1E ITSM Connect in order to configure the app, and retrieve instructions.

    x_1e_connect.Tachyon_UserITIL (for access to ITSM incidents)

    This role grants its users access to incidents and the ability to run Tachyon instructions.

    This role maps on to the proxy Tachyon actioner.


    x_1e_connect.Tachyon_Approver<None>

    This role allows its users to approve Tachyon instructions that require approval.


    x_1E_core_connect.user<None>When adding any of the above roles to a user, the x_1E_core_connect.user role is also inherited automatically. Please refer to 1E Core 2.0 - Requirements for more details.

Design Considerations: Tachyon Users and Roles

1E ITSM Connect post-installation tasks

User management

ServiceNow admin

  • This role allows its users to install and configure the 1E ITSM Connect app.

Installing 1E ITSM Connect

Compatibility matrix for ServiceNow apps with 1E Core and Tachyon Platform

The following table contains details of all currently supported 1E ServiceNow integration apps. Use this table as a reference to ensure you are using the correct combination of apps for your needs. Each app is dependent on a 1E Core app and a Tachyon installation.

Product

(tick)Combination supported.
(error)Not supported.
VersionCompatible with 1E CMDB Connect v1.0.1Supported ServiceNow release versionsPurpose
Core 2.0Core 2.1Core 2.1Core 2.1
1E Core


2.1.0


(tick)(tick)(tick)(tick)Orlando, Paris, Quebec

Platform enabler. Provides copy of Tachyon instructions.

Multi tenant support (new in v2.0).

Support for 1E CMDB Connect app (new in v2.1).

2.0.0

(tick)



Orlando
1E Tachyon CMDB Connect

1.0.1



(tick)(tick)(tick)

Orlando, Paris, Quebec

Integrates ServiceNow CMDB with Tachyon. Populates/updates a ServiceNow CMDB using device data from Tachyon.

If an app is compatible with v1.0.1 or later, then it can use Tachyon to fetch device details and use those devices.

1E ITSM Connect3.2.1

(tick)(tick)(tick)Paris, Quebec

Integrates ServiceNow ITSM with Tachyon.

Support for 1E Core (new in 2.0.0).

Tachyon Device View and Experience integration (new in v3.0).

Domain separation (new in v3.1).

Support for 1E CMDB Connect app (new in v3.2).

3.1.0

(tick)(tick)(tick)(tick)

Orlando, Paris

3.0.0

(tick)



Madrid, New York, Orlando

1E Service Catalog Connect

2.0.1

(tick)(error)(tick)(tick)(tick)

Madrid, New York, Orlando, Paris, Quebec

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 (new in v2.0.1).

1E Virtual Assistant

(tick)(tick)(tick)

Orlando, Paris, Quebec

Provides a Virtual Agent for ServiceNow, supporting various topics some of which use Tachyon instructions.