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Contents

Summary

A general methodology for investigating issues with the 1E ITSM Connect app, as well as identifying key issues and their resolutions.

In this section...


On this page:

1E Support contact details

Support Web portal

Maintenance support customers can log onto the 1E Support Web Portal at http://1eportal.force.com using their login details provided with their maintenance contract. This provides issue tracking, product hotfixes and knowledge base articles related to each product.

Telephone support

Maintenance support customers can contact the technical support department at 1E through the following support numbers for the US and UK. Just phone the relevant number for your area and use the support code provided with your maintenance contract to get your call routed quickly and efficiently to the correct support group:

US: 1-866-349-4032

UK: 0208 326 3499

Email support

Maintenance customers can use the following email for additional support. Evaluation customers can also use this email with the temporary access code that is provided through customercare@1e.com as part of their evaluation:

support@1e.com

The technical support process

Read through the issue pages in the 1E ITSM Connect app Troubleshooting section to see if there are any quick resolutions to any problems you may have encountered. After that, if you are still encountering problems, you should create a technical report and then contact the 1E technical support team.

The process of getting the issue to 1E support should be as follows:

  1. Gather all the information relevant to the issue and create a technical report, see heading below.
  2. Maintenance customers contact 1E via the online support portal, using the log-in provided at purchase.
  3. Maintenance customers follow up with emails using their case support number and evaluators contact 1E via the following email address: support@1e.com.
  4. Further follow up via phone to the technical support department at 1E at the following numbers for the US and UK. Phone the relevant number for your area and use your case number and support access code to get your call routed quickly and efficiently to the correct support group:

    US: 1-866-349-4032
    UK: 0208 326 3499

Creating a technical report

1E ITSM Connect app information

The 1E ITSM Connect app keeps its own set of log files that reports on how the components of the app are working. These can be accessed from the 1E ITSM Connect→Administration→Logs menu item, as shown in the picture opposite, by a ServiceNow user assigned to the x_1e_connect.Tachyon_Admin role. 

Your technical report should contain:

  • All the log information from the Logs page.
  • The version of your ServiceNow Instance

Tachyon information

The 1E ITSM Connect app integrates with Tachyon 4.2. To help determine the cause of technical problems Tachyon keeps a number of log files that report on the behavior of each component. All the Tachyon log files should be included in the technical report, please refer to Tachyon 4.2 - Tachyon Log Files for more details on the names and locations for these files.

The technical report should also contain the following information:

  • Version number of Tachyon
  • The OS, version number and patch level the Tachyon Server is installed on
  • The OS, version number and patch level for any relevant device running the Tachyon Agent

You should then email the details of the problem encountered along with the above information to support@1e.com and a technical consultant will contact you to help find a suitable solution.

Support Details for the 1E ITSM Connect app

To assist users of the 1E ITSM Connect app, there is a support page showing 1E support details. This page is only visible to a ServiceNow user that is a Global Administrator or assigned to the x_1e_connect.Tachyon_Admin role in the 1E ITSM Connect app, and is a read only page.

You can get to the support page by logging on to the ServiceNow portal and navigating to 1E ITSM ConnectAdministrationSupport, as shown in the picture opposite.