Summary

Information that will help you design and plan the implementation of the 1E ITSM Connect app in your organization. This includes all the prerequisites and dependencies that are necessary to install the 1E ITSM Connect app.

This page is part of the design phase of implementation.



Tachyon requirements

CategoryRequirementMore details
Tachyon system
  • To utilize the Experience feature in 1E ITSM Connect you will need a complete Tachyon 5.0 infrastructure, either in the local network or hosted over the internet. You will also need an installation of 1E Experience 1.0, which can be installed using Tachyon Setup when installing Tachyon 5.0.
    • The proxy Tachyon user must have the 1E ITSM Connect Actioner role assigned with Read permissions on the Experience application.
  • If you are not planning on using the Experience feature, a complete Tachyon 4.1, or later, infrastructure is required either in the local network or hosted over the internet.
  • Two-factor authentication must be disabled for either the entire Tachyon environment or for any of the instructions that will be used in ServiceNow.
  • The Basic Authentication feature must be installed on the Tachyon Server (Master Stack), and enabled in the Consumer node of the Tachyon web application.
  • The Basic Authentication feature must be installed on the Tachyon Server (Master Stack), and enabled in the Experience node of the Tachyon web application.

Tachyon 5.0 - Installing and upgrading

1E Core - Preparation: Disable Tachyon Two-factor Authentication

1E Core - Preparation: Enable Basic Authentication

Tachyon license
  • Your Tachyon license should contain the ServiceNow-Integration entitlement.
  • If you are planning on using the Experience feature your Tachyon license should also contain an Experience entitlement.

1E Core - Preparation: Check your Tachyon license

1E ITSM Connect post-installation tasks

Tachyon consumer
  • A Tachyon consumer with the name 1EServiceNowCore must be registered in the Tachyon administration Consumers page.

1E Core - Preparation: Add the ServiceNow consumer to Tachyon

Tachyon proxy user


  • A Tachyon user with Actioners role on required instruction sets and management groups, as proxy for the 1E ITSM Connect app user role in ServiceNow.

User must be an AD domain account. This account does not belong to a specific person and can be regarded as a service account, it does not require an email address.

Tachyon roles can be predefined system (Global) roles or custom roles. Global roles have permissions on all instructions sets and all devices. Custom roles can be optionally configured for all instruction sets or limited instruction sets, and all devices or management groups.


Design Considerations: Tachyon Users and Roles

Preparation: Add the ITSM Connect app proxy user to Tachyon

1E ITSM Connect post-installation tasks

Tachyon administrator


A Tachyon user with the Global Administrator role, or one or more users with the following roles:

Required roles:

    • Permissions Administrators role in order to create the above users and assign them to roles. Also create custom roles, and assign them to some instruction sets and management groups.
    • Consumer Administrators role in order to register the ServiceNow consumer.

Optional roles:

    • Instruction Set Administrators role in order to upload instruction definitions and create instruction sets
    • Management Group Administrators role in order to create Management groups if desired

The users must be AD domain accounts. The above system roles can be substituted for equivalent custom roles.


Design Considerations: Tachyon Users and Roles

Preparation: Add the ITSM Connect app proxy user to Tachyon


ServiceNow requirements

CategoryRequirementMore details
ServiceNow
  • A working ServiceNow instance must be set up. This can be a demo instance or a production/vendor instance.
  • The following versions of ServiceNow are supported:
    • Orlando
    • Madrid
    • New York

Installing 1E ITSM Connect

1E Core
  • The latest version of the 1E Core App needs to be installed and configured in your ServiceNow Instance


Introducing 1E Core

ServiceNow users
  • At least one ServiceNow user for each of the roles in the following table:

Design Considerations: Tachyon Users and Roles

1E ITSM Connect post-installation tasks

User management

ServiceNow admin
  • This role allows its users to install and configure the 1E ITSM Connect app.

Installing 1E ITSM Connect