Prerequisites
Before installing the 1E ITSM Connect app, it’s important to review all the prerequisites and dependencies required for a successful installation. This page will outline the essential steps and conditions required to ensure you are fully prepared for the installation process of the 1E ITSM Connect app.
The application supports the latest ServiceNow releases. For more details on the supported releases, refer to Compatibility matrix for 1E and ServiceNow integration applications.
Select a deployment type below to learn more about the prerequisites required in order to integrate with ServiceNow.
1E Platform On-Premises (1E 9.x) and 1E SaaS
- Based on your 1E Platform version, refer the prerequisites required either For 1E On-Premises (1E 9.x) or For 1E SaaS.
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Your 1E license should also contain an Experience license. To utilize the Experience feature in 1E ITSM Connect you will need:
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1E Experience Analytics, which can be installed using 1E Settings
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The proxy 1E user must have 1E ITSM Connect Actioner role assigned to it with Actioner permission enabled on selected or all instructions. Add another role Experience User to this user to fetch and view device experience details from 1E into ServiceNow.
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ServiceNow requirements
- For a domain separated instance, install Domain Support - Domain Extensions Installer plugin on your ServiceNow instance and configure the multi-tenant configuration module. Refer to Configuring multi-tenant instance.
- In addition to the users defined in User management, you need the below ServiceNow users for 1E ITSM Connect:
- x_1e_connect.Tachyon_Admin: this role administers the 1E ITSM Connect application
- x_1e_connect.Tachyon_User: this role grants its users access to incidents and the ability to run 1E instructions
- x_1e_connect.Tachyon_Approver: this role manages all the approvals required to execute instructions (both Questions and Actions) initiated from ServiceNow