Prerequisites

To integrate the TeamViewer DEX Core application with ServiceNow, certain prerequisites must be completed before the two applications can work together. This includes configuring your TeamViewer DEX Core application prior to installing any TeamViewer DEX ServiceNow business applications.

The TeamViewer DEX Core application grants ServiceNow access to Platform instructions, enabling the functionality of ServiceNow solutions such as TeamViewer DEX ITSM Connect and TeamViewer DEX Service Catalog Connect.

Select a deployment type below to learn more about the prerequisites required in order to integrate with ServiceNow.

Platform requirements

  • A fully configured Platform (on-premises) is required, either within a local network or hosted on the internet.

  • The Basic Authentication feature (if applicable) must be enabled on the 1E server for the Consumer module. Refer to 1E Platform on-premises (9.x).

  • Two-factor authentication (2FA) must be disabled on the 1E server.

  • A consumer named 1EServiceNowCore must be created in the Platform Settings > Configuration > Consumers page.

  • The workflow column of the Consumer table in the Platform database should have the following value for the 1EServiceNowCore consumer:

    Copy 
    [{"ReferenceType":0,"InstructionWorkflow":[{"InstructionType":1,"Workflow":{"StateMachine":"State"}}]}]

  • Your Platform license must include the 1EServiceNowCore consumer in the ServiceNow Integration feature tag as outlined below:

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    <Feature name="ServiceNow-Integration">
    <Consumer name="1EServiceNowCore" enable="on">
    </Consumer>
    </Feature>

    You can verify this information on the Settings > Configuration > License information page. In the Consumers section, check whether 1EServiceNowCore is present as a feature item.

ServiceNow requirements

  • A working ServiceNow instance is required. This can be a development/QA or a production instance.
  • The application supports the latest ServiceNow releases. For more details on the supported releases, refer to Compatibility matrix for TeamViewer DEX Platform and ServiceNow integration applications.

  • If the Platform instance is not hosted on the internet, a MID Server must be installed on the same network domain as the 1E server. The MID Server acts as the bridge between the Platform and ServiceNow.

     

    • A MID Server is a software application that can access the 1E server on the local network. It can be installed on any local machine with internet connectivity. It must be configured to point to the desired ServiceNow instance.
    • MID Servers are specific to the release version of ServiceNow and must be downloaded from the ServiceNow instance itself. For more information, refer to the ServiceNow MID Server installation documentation.
    • Multiple MID Servers can be installed on a single machine and are able to point to the same or different ServiceNow instances, however you will only be able to set the ServiceNow app to use one of them.
  • A new ServiceNow user must be created with the x_1e_core_connect.admin role. This user is used to set up all the configurations for the TeamViewer DEX Core application. Refer to User management

DEX Platform requirements for both single-tenant (until 1E 23.11) and multi-tenant SaaS (from 1E 24.5 onwards)

  • A fully established DEX Platform SaaS infrastructure is required, either within a local network or hosted on the internet. This includes the deployment of the 1E Client on all devices that need to be managed. Refer to TeamViewer DEX Platform SaaS.
  • A consumer with the name 1EServiceNowCore must be created in the Platform. Refer to Adding the ServiceNow consumer.

  • Your Platform license must include the 1EServiceNowCore consumer under the ServiceNow Integration feature tag. This must be verified on the Settings > Configuration > License information page. In the Consumers section, check whether 1EServiceNowCore is present as a feature item.

ServiceNow requirements

  • A working ServiceNow instance must be set up. This can be a demo instance or a production/vendor instance.
  • The application supports the latest ServiceNow releases. For more details on the supported releases, refer to Compatibility matrix for TeamViewer DEX Platform and ServiceNow integration applications.
  • A new ServiceNow user must be created with the x_1e_core_connect.admin role. This user is used to set up all the configurations for the TeamViewer DEX Core application.
  • Client certificates (in .PEM and .JKS format) and an App ID are required if the application's authentication is set to modern authentication. You must also create a JWT key and associate it with the JKS certificate. Similarly, create a JWT provider and associate it with the JWT key. Refer to Preparing for ServiceNow certificates.
  • The input certificate for modern authentication is a standard .pfx file containing a private key, so it requires conversion from .pfx to .PEM and .JKS.