Summary

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








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 above.


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 ServiceNow (Kingston, London, or Madrid)

Tachyon information

The 1E ITSM Connect app integrates with Tachyon 5.0. 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 5.0 - 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