• Introducing 1E ITSM Connect

PS: To access the Schedule Job, the user will also require the x_1e_connected.Tachyon_admin role.

• Implementing 1E ITSM Connect

PS: A one liner for the Upgrading section will look nice

• Requirements

PS: The Supported version for ServiceNow says Orlando however the next line also says Domain Separation feature is supported on Orlando. So, that makes no sense. It would make sense if we list 'all' other versions which are supported with ITSM 3.1 whether or not it support Domain separation and then we add the 3rd point below:

1. 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.
2. The following versions of ServiceNow are supported:
   1. Orlando
3. The Domain separation feature is supported on Orlando only.
4. If you are using this App in multi tenant mode, please enable the "Domain Support" plugin on your ServiceNow instance

DOne by KJ on 03 Jul 2020 

• 1E ITSM Connect post-installation tasks

• Configuration for a Single-Tenant Instance

• Configurations for a Multi-Tenant Instance

PS: I think the ITSM documentation is not updated with the following pre-req/configurations:

Domain separation:

1. We need to enable Domain separation in existing 1E Core instance under App Configuration in Servicenow. Once enabled then these 1E Core settings are ignored and the 'Multi-Tenant configurations' settings are considered. Also the Application config under ITSM>Admin is no longer valid once Domain separation is enabled.
2. Also when we are installing the Mid Server, we should login with the correct user and download the MidServer installer and try to install it. If the user doesn't belong to the correct domain then he will end up installing the Mid-Server for the incorrect domain where user has rights.
3. Remember to switch between domains when setting the multi tenants. So, tenants would be added under it's own domain

• Upgrade ITSM to 3.1.0. Please refer to Upgrading for more details.

PS: This page should contain the updated screenshot showing the latest version of ITSM connect under My Company application

• Device Information. Please refer to Device Information and Experience scores for more details.

• Device status(Online/Offline). Please refer to Device Information and Experience scores for more details.

None

• Experience Scores. Please refer to Device Information and Experience scores for more details.

• Tachyon UI refresh. Please refer to Device Information and Experience scores for more details.

• Attaching Tachyon instruction responses to an incident so they can be downloaded at a later date. Please refer to Running, approving instructions and viewing responses for more details.

• Application logs for debugging purposes. Please refer to Troubleshooting#Creatingatechnicalreport for more details.

• 1E Support page, access all the information you need to contact 1E support directly in the 1E ITSM Connect app. Please refer to Troubleshooting for more details.

no issues discovered

no issues discovered

1. Service Catalog Connect App instruction set are visible under ITSM application post instruction retrieval.

2. ITSM Plugin dependency on Incident Management.

3

4

5

1

SalesForce

Add new features to SalesForce Ticket

2

SalesForce

Update Portal with download file

3

SalesForce

Update portal with announcement page

4

HubSpot

External customer message

5

Internal

RTM Announcement