1E ITSM Connect

TeamViewer DEX Platform 26.9 Green checkmark | 1E Platform 23.11 | 1E Platform on-premises 9.x

Integrate the Platform with your IT service management (ITSM) solution to automate incident response, streamline workflows, and enable real-time endpoint actions directly from service desk processes. This guide explains how 1E ITSM Connect links ITSM platforms with endpoint automation to improve operational efficiency, accelerate issue resolution, and enhance the digital employee experience.

Integration between the Platform and the ServiceNow ITSM (Information Technology Service Management) module is enabled using the 1E ITSM Connect app, which is available for download from the ServiceNow app store and can be installed on any ServiceNow instance.

1E ITSM Connect now works with TeamViewer DEX Core, which provides connectivity to the Platform and other core features for the ServiceNow applications. Refer toPrerequisites.
Instruction approval is now done in ServiceNow by ServiceNow users and not inside of the Platform using a proxy Platform user. Refer toAdd the TeamViewer DEX ITSM Connect app proxy user to Platform.
Checkbox to configure if approval is needed/not needed for instruction. ServiceNow Admin can choose which instructions require approval.
Application settings and API configuration pages merged into one and called APP Configuration.

App Menu in Application Navigator

ServiceNow provides an application navigator that enables users to navigate from one screen to another easily. To use 1E ITSM Connect, first install it from ServiceNow app store and then search for 1E ITSM Connect in the application navigator. The menu is shown below:

Here's an overview of the 1E ITSM Connect menu items and the roles needed to access each page:

Item		Description	Roles needed to view the Item's page
Item		Description	1E ITSM Connect app roles	ServiceNow roles
Incidents		Displays a list of incidents.	Any of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_Approver x_1e_connect.Tachyon_User	ITIL
Instruction Definitions		Displays a list of available 1E instructions.	Any of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_Approver x_1e_connect.Tachyon_User	admin (System Administrator)
Instruction History		Displays a history of previously run instructions.	Either of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_User	admin (System Administrator)
1E Approvals		Displays the instruction approval records generated from ServiceNow.	Either of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_Approver	admin (System Administrator)
Dashboard		Displays the pre-configured reports.	Either of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_User	admin (System Administrator)
Administration	Setup	Displays guided setup to configure the application.	n/a	admin (System Administrator)
	App Configuration	Displays the App Settings screen.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	ROI Configurations	Displays a list of all the ROI configurations that generate reports given on the Dashboard.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	Quick fixes Categories	Displays a list of all the Quick fixes categories.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	Instruction Sets	Displays a list of all instruction sets.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	Scheduled Jobs	Displays a list of any scheduled jobs specific to this app.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	Multi-Tenant Configurations	Displays the settings screen for multi-tenant instances	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	Logs	Displays the app specific logs.	n/a	admin (System Administrator)
	Support	Displays information on how to contact TeamViewer Support Portal.	x_1e_connect.Tachyon_Admin	admin (System Administrator)