Requirements

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.

1E requirements

Category

Requirement

More details

1E system

  • You may have more than one 1E infrastructure connected to the same ServiceNow instance if your ServiceNow instance is domain separated.

  • For Basic Authentication:

    A complete infrastructure of 1E (on-premises) is required, either in a local network or hosted over the internet. This includes the 1E Client, deployed to all devices that you need to manage.

    The Basic Authentication feature must be installed on the 1E Server (Master Stack), and enabled in the following 1E web applications:

    • Consumer

    • Experience Analytics

  • For Modern Authentication:

    A complete infrastructure of 1E (Saas) is required, either in a local network or hosted over the internet. This includes the 1E Client, deployed to all devices that you need to manage.

    The Modern Authentication is to be setup either using Microsoft Entra ID or Okta for external IdP.

  • To utilize the Experience feature in 1E ITSM Connect you will need:

    • 1E Experience Analytics, which can be installed using 1E Setup

    • The proxy 1E user must have 1E ITSM Connect Actioner role assigned to it with Actioner permission given on selected or all instructions. Add another role Experience User to this user to fetch and view device experience details from 1E into ServiceNow.

Planning for 1E

Preparation for Basic Authentication

1E license

  • Your 1E license should contain the ServiceNow-Integration entitlement.

  • If you are planning on using the Experience Analytics feature, your 1E license should also contain an Experience entitlement.

  • The 1E license should contain the following consumer in the ServiceNow Integration feature tag:

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

Check your 1E license

 

1E ITSM Connect post-installation tasks

1E consumer

The workflow value is not set automatically. Refer to the links to the right to set the value.

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

  • The Workflow column of the dbo.Consumer table in the 1E Master database for this consumer must have the following value:

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

 

Add the ServiceNow consumer to 1E

1E proxy user

  • A 1E user having 1E ITSM Connect Actioner role with assigned Actioner permission on any required or all instruction sets and management groups, as proxy for the 1E ITSM Connect app user role in ServiceNow. This user can retrieve and execute instructions from ServiceNow. Add another role Experience User to this user in 1E. This would allow user to fetch and view device experience details from 1E into 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.

  • 1E roles can also be custom roles. Custom roles can be optionally configured for all instruction sets or limited instruction sets, and all devices or management groups.

1E Users and Roles

 

Add the 1E ITSM Connect app proxy user to 1E

 

1E ITSM Connect post-installation tasks

1E administrator

A 1E user with the 1E ITSM Connect Actioner role, or one or more users with the following roles:

Required roles:

1E 8.1

1E 9.0

1E 23.7/24.11

Global Actioner

1E ServiceNow ITSM Connect

1E ITSM Connect Actioner

Experience User

All Instructions Actioner

All Instructions Actioner

 

Guaranteed State User

Guaranteed State User

 

Experience User

Experience User

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

1E Users and Roles

 

Add the 1E ITSM Connect app proxy user to 1E

ServiceNow requirements

Category

Requirement

More details

ServiceNow

  • A working ServiceNow instance must be set up. This can be a demo instance or a production/vendor instance. It can also be either a single domain or a multi domain instance.

  • The current version of Application along with Domain separation feature on the 1E ITSM Connect is supported currently on Washington DC, Vancouver and Utah releases.

  • If you are using this App in multi tenant mode, please enable the Domain Support plugin on your ServiceNow instance.

Installing

MID Server (Basic Authentication)

  • You require a MID Server when your 1E Platform instance is installed on-premises (that is, does not have a direct connection to your ServiceNow instance in the Cloud).

  • The MID Server must be installed on the same network domain as the 1E Platform server. It must be able to connect to the 1E Platform server (specifically the Master server hosting the Coordinator service).

Please refer to your ServiceNow documentation for details on installing a MID Server.

A MID Server is a software application which gets installed on any local machine with internet connectivity, can access 1E Server on the local network and is configured to point to the desired ServiceNow instance on the Internet.

MID Servers are specific to the release version of ServiceNow and must be downloaded from the ServiceNow instance itself. For more information about MID Server set up, please refer to the ServiceNow MID Server installation documentation here.

Multiple MID Servers can be installed on a single machine and be able to point to the same or different ServiceNow instances, however you will only be able to set the 1E ServiceNow app to use one of them.

 

1E Core

  • The latest version of the 1E Core App needs to be installed and configured in your ServiceNow Instance. 1E Core supports multi-tenancy from multi-domain instances.

1E Core

ServiceNow users

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

Role name

Additional ServiceNow roles required

Description

x_1e_connect.Tachyon_Admin

<None>

This role allows its users to configure the 1E ITSM Connect app, in addition to having the same rights as the x_1e_connect.Tachyon_User role.

ServiceNow admin users must change their application scope to 1E ITSM Connect in order to configure the app, and retrieve instructions.

x_1e_connect.Tachyon_User

ITIL (for access to ITSM incidents)

This role grants its users access to incidents and the ability to run 1E instructions.

This role maps on to the proxy 1E actioner.

x_1e_connect.Tachyon_Approver

<None>

This role manages all the approvals required to execute instructions (both Questions and Actions) initiated from ServiceNow. Without this user, all the instructions which require approval for execution remain in the Awaiting approval state.

To summarize this role allows its users to approve or reject 1E instructions that require approval.

 

1E 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

ServiceNow Certificates (Modern Authentication)

  • The input certificate for Modern Authentication is a standard .pfx file containing a private key, hence it requires conversion from .pfx to .PEM and .JKS.

  • App ID is required and is provided by your 1E instance.

  • Client certificates (in .PEM and .JKS format) are required and to be verified in the sys_certificate table. Also create a JWT key and associate it with the JKS certificate. Similarly, create JWT provider and associate it with the JWT key.

    In the System Properties table, update the glide.attachment.extensions record with the value field of the property with the appropriate list of allowable extension types. For more information, click here.

Preparation for Modern Authentication