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Summary

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Optional post-installation task for configuring the built-in 1E ServiceNow Catalog items.

One of the new features in this version is the ability for an administrator to configure six new in-built 1E ServiceNow catalog items to be run from a Service catalog item:


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Built-in 1E ServiceNow Catalog items

Six new 1E catalog items are now included as part of 1E ServiceNow.

Note

We recommend that you configure an approval process for these catalog items to prevent issues arising from accidental or malicious use.

The six catalog items are shown in the following table:

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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.

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Warning

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.



In order to use these catalog items, a ServiceNow administrator needs to:

  1. Retrieve the new instructions from Tachyon.
  2. Populate an instruction for each catalog item.
  3. Set any default values.
  4. Add the catalog item to an appropriate category (Hardware, Account Services, etc).
Note

These tasks can only be carried out once a Tachyon Administrator has uploaded the 6 corresponding Tachyon Instructions provided in the 1E Service Catalog Connect Product Pack, and assigned to an Instruction set. Please refer to Preparation: Add the WSA Instruction to Tachyon.


Retrieve instructions for the new catalog items

  1. Go to ServiceNow, Tachyon Settings and click Retrieve Instructions
  2. This will retrieve the 6 newly added instructions

Setting the instruction for catalog item

  1. Go to Instruction Configuration and open any one of the 6 Catalog Items by clicking on the (empty) link at the start of the row.









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Doing this displays the Instruction Configuration page for the selected instruction. Select the instruction you want to associate from the Instruction search bar.


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Give the instruction a unique Alias name.


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Click  Update  to save the changes.



Setting User Values for the parameters

Once you have set the instruction for a Catalog Item and updated, subsequently going to the Instruction Configuration page will show you a list of parameters associated with the instruction.

Here you can constrain the options available to users requesting the Catalog Item by setting the User Value field. The picture opposite shows the User Value field set to Enable for the Change state of all audio devices to %method% instruction. This means that when a user requests the Enable Audio Catalog Item they will only be able to enable the audio and not disable it.

Once you've set the parameters you want to fix click Update to save them to the Catalog Item.

This process is recommended for any Catalog Item that has a potentially hazardous option, such as the Unlock domain account Catalog Item, where the requested behavior can be fixed to only allow accounts to be enabled and not disabled.

Repeat for all 6 Catalog Items. Here's a list of the catalog items and their associated Instructions.

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PageWithExcerptConfigure built-in 1E ServiceNow Catalog items