Checking the instruction history in 1E ITSM Connect.
The 1E ITSM Connect app allows an ITIL user in ServiceNow to investigate and remediate issues faced users on their devices. This can be done by running appropriate Tachyon instructions from the incident form in the ITSM module of ServiceNow. 1E ITSM Connect keeps a history of instructions executed by any user. The history includes:
1E ITSM Connect also has a purging mechanism to clean up the Instruction History.
There are 3 ways an 1E ITSM Connect user or admin can view the Tachyon instruction history:
To access the Instruction History Page a ServiceNow user must have either of the following roles.
To view details for all instructions that have been run in the 1E ITSM Connect app:
The instruction history page will be opened in a new browser tab. This page will display all the run instructions associated with the selected incident. The Related link section is only visible to users with the roles specified in 1E ITSM Connect App roles required to view the Instruction History.
Users will only be able to see the Tachyon instructions where an approval request has been generated.
The Triggered Instruction page displays the following information:
|Number||A unique number assigned to every triggered instruction record.|
|Instruction Name||The name of the instruction executed.|
|This field contains JSON of parameters with value which we passed to Tachyon for this triggered instruction.|
|Target Endpoint||The CI hostname from the incident, refers to the device name for the endpoint where Tachyon server will execute the instruction.|
|Task||The incident number where this Tachyon instruction was executed.|
|Status||The instruction status as reported by Tachyon, such as completed, error, awaiting approval etc.|
|Instruction Execution ID||A Unique Id for the instruction that is returned by Tachyon when it is run.|
|Last Response TimeStamp||The time stamp for the last response from Tachyon related to this instruction.|
|User||The ServiceNow user name that selected to run this instruction.|
|View Response Button||Clicking this button displays the responses returned by Tachyon for this instruction. This button is only displayed when there are responses for this instruction and the responses have not been purged.|
For every Tachyon instruction run from the 1E ITSM Connect app, a history of the run instruction and its responses are saved in ServiceNow. To delete older triggered instructions and their responses, a purging mechanism is provided.
There are two types of job that are automatically created by 1E ITSM Connect
Both these jobs execute on a daily basis at midnight.
To view these jobs, login to ServiceNow with Global Administrator credentials and navigate to 1E ITSM Connect→Administration→Scheduled Jobs.
You can configure at what time each job should run. Jobs can also be executed on demand by clicking on the Execute Now button on the jobs detail form. Below is a brief description of the 1E ITSM Connect app jobs.