1E ITSM Connect V2 app

Integration between Tachyon and the ServiceNow ITSM (Information Technology Service Management) module is enabled using the 1E ITSM Connect V2 app, which is available for download from the ServiceNow app store and can be installed on any ServiceNow instance.

  • 1E ITSM Connect now works with 1E Core, which provides connectivity to Tachyon and other core features for the 1E ServiceNow applications. Please refer to Requirements: Service Now requirements
  • Instruction approval is now done in ServiceNow by ServiceNow users and not inside of Tachyon using a proxy Tachyon user. Please refer to Design Considerations: Tachyon Users and Roles for more details.
  • Checkbox to configure if approval is needed/not needed for an instruction in V2. ServiceNow Admin can choose which instructions require an approval.
  • Application settings and API configuration pages merged into 1 and called APP Configuration in V2.

To implement 1E ITSM Connect V2 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

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