Summary

How to run the optional built-in Catalog Items from the ServiceNow portal.
This page relies on the optional built-in Catalog Items having been configured as described in the post-installation steps: Configure Built-in 1E ServiceNow Catalog Items.
On this page:

Running a built-in Catalog Item

To run a Catalog-item from the ServiceNow portal:

  1. Search for the name of one of the Catalog Items. In our example we use the Enable USB Catalog Item, as shown in the picture opposite.



  1. The results will show the Catalog Items that match the text. Click on the Catalog Item you want.

  1. On the Catalog Item's page fill out any parameters that are required by the Catalog Item. In our example, as shown in the picture opposite, the computer name has been set to LWIN10.LAB1.LOCAL. Once the parameters have been filled click on the Order Now button.

  1. An Order Confirmation popup will appear filled with the user's name. Click Checkout to proceed with the order.

  1. After checkout, ServiceNow will display the Order Status page with the unique Request Number and other parameters related to the order.

  1. An email will be sent to the user notifying them that their request has been submitted and providing a link where the order can be tracked.

  1. Clicking on the order tracking link in the email will display the Catalog Item page showing the status of the order.

  1. When Tachyon has run the instruction associated with the requested Catalog Item an email is sent to the user.

  1. Clicking on the order tracking link in the email will display the Catalog Item's page. You can select to view the Tachyon instruction's return code, indicating its success or other outcome, by clicking on the View Response button.

    On this page you can also select a response by clicking on either of the response buttons:

    • Issue is fixed
    • Issue is not fixed

    The results will then be stored with the order. The picture opposite shows the result of clicking on the Issue is fixed option.

The following table shows the available built-in 1E ServiceNow Catalog Items with a description and any parameters that need to be provided:

Built-in 1E Catalog itemsDescriptionParameters (All parameters are mandatory)

Enable USB

Lets a user enable their USB port. In most organizations, the USB drive is disabled and one of the highly sought requests is to enable the USB port.
Parameter NameDescription
ComputerSets the target computer where the USB drive is to be configured. This is selected from a dropdown list of available computers.
MethodSelect Enable or Disable.

Enable Audio

Allows users to enable Audio on their endpoint.
Parameter NameDescription
ComputerSets the target computer where the audio is to be configured. This is selected from a dropdown list of available computers.
MethodSelect Enable or Disable.

Enable VPN

Allows users to enable their Microsoft Virtual private Network (VPN) connection. The configuration is done based on default settings.
Parameter NameDescription
ComputerSets the target computer where VPN is to be enabled. This is selected from a dropdown list of available computers.
VPNnameText field that sets the name for the VPN connection.
VPNserverText field that sets the FQDN for the VPNserver.

Enable remote connection(RDP)

Authorizes a user to remotely connect to endpoints using Remote Desktop protocol (RDP).
Parameter NameDescription
ComputerSets the target computer where RDP is to be configured. This is selected from a dropdown list of available computers.
MethodSelect Enable or Disable.

Unlock domain account

Lets a user unlock their domain account. Users can also unlock a colleague’s domain account on their request.

Unlock domain account is only usable if the 1E Client is installed on the Domain Controller and the Domain Controller FQDN field has been set on the Tachyon Settings page. Please refer to Post-Installation Tasks: Domain Controller FQDN for more details.

We recommend that you configure this Catalog item so that the AccountState parameter has a default value of Unlock. This will prevent accidental or malicious attempts to lock other user's accounts.

If installing the 1E Client on a Domain Controller is not permitted, a ServiceNow System administrator should set Unlock domain account to inactive on the Maintain Items screen, to prevent users from attempting to run the Catalog item.

Parameter NameDescription
Username

Sets the name of the user whose account is to be configured.

In this release only a single domain is supported which corresponds to the Domain Controller FQDN. As a result the username must be entered as just the username without the domain.

AccountStateSelect Unlock or Lock.

Free up disk space

Checks the disk space available on a user's computer. It then deletes the temporary files, unused log files, clears the recycle bin and finally displays the available space on device before and after running the instruction.
Parameter NameDescription
ComputerSets the target computer where the disk space is to be freed. This is selected from a dropdown list of available computers.
NoOfDays

An integer that sets the number of days. Log files that have not been modified within that number of days will be deleted.

Set to 0 to retain all logs.