Configuring TeamViewer DEX Platform

Follow the steps below to configure your ServiceNow instance:

1. Install and configure TeamViewer DEX Core

2. Add the TeamViewer DEX ITSM Connect app proxy user to Platform

Installing and configuring TeamViewer DEX Core

Refer to 1E Platform on-premises (9.x)for more details on preparing the TeamViewer DEX Core application. Follow the steps given below for configuring TeamViewer DEX Core:

1. Install Platform

   • Disable Two-Factor Authentication

   • Check your Platform License

2. Enable basic Authentication

3. Add the 1EServiceNowCore consumer

4. Edit the 1EServiceNowCore consumer workflow

Add the TeamViewer DEX ITSM Connect app proxy user to Platform

When you log into your TeamViewer DEX ITSM Connect application you will be interacting with Platform using a proxy user that is configured on the App Configuration page. This proxy user retrieves and executes instructions and fetches responses from Platform using API and the consumer added above.

In our example we will add a user to Platform, which must already exist in AD, that will have the following function and the following system roles applied:

To configure the user follow the steps below:

1. Login to theSettings app using a user account that has at least the Full Administrator rights:

2. Navigate to Permissions > Users and Groups.

3. Click Add and the Add user pop-up window will open.

   

4. In the Select AD user or security group field, type the name, or part of the name, for the AD user or security group that you want to add and click the search icon.

   Platform will return a list of any matching users from AD.

   

5. Select the required user from the list, for example, ITSMConnectUser.

6. Once you have selected the user, click Add.

7. Now that the user has been added, you have to assign role(s) to the user.

8. To assign a role to the user, select the user on the Users and Groups page and click Assignments link for the user or group you want to add the role to.

   This displays the Assignment page focused on the selected user.

9. On the Assignments page, the focus is on Users and Groups.

10. Click the plus sign to add a Role i.e. All Instructions Actioner and required associated Management Group i.e. All Devices.

    Add another role Experience User to this user. This would allow user to fetch and view device experience details from Platform into ServiceNow.

11. Click Save to save the changes made. You can add as many roles as you require.

Refer to TeamViewer DEX Platform SaaS for more details on preparing the TeamViewer DEX Core application for your ServiceNow instance.

Follow the below steps:

1. Prepare your ServiceNow instance using either of the below external IdP:
   1. Microsoft Entra ID IdP
   2. Okta IdP
2. Settings for OAuth 2.0

Settings for OAuth

Configure the following system properties, if your TeamViewer DEX ITSM Connect application is set to work on a single tenant mode:

System property	Value
x_1e_connect.x509_pem_certificate	The SysID of the PEM Certificate record created in the sys_certificate table.
x_1e_connect.jwt_provider	The SysID of the JWT Provider record created in the jwt_provider table.
x_1e_connect.key_id	The App ID of the non-interactive client assertion App and is used to sign the JWT token.
x_1e_connect.oauth_access_token	A two-way encrypted access token received from IdP. This value is autopopulated.
x_1e_connect.access_token_expiry	It is the minimum time left against the total lifespan of the access token to get renewed. The default value assigned is 100 (in seconds).
x_1e_connect.newExperienceAPISupport	This value identifies the Platform version. The value is true for TeamViewer DEX Platform 23.5 or higher and is false otherwise. The default value is true.

To view and configure the values of the system properties, follow the below steps:

1. Login to your ServiceNow instance.

2. To open System Properties table, type sys_properties.LIST in the filter navigator and press enter.

3. The System Properties table opens up into a new page. Now look for the details of the above listed properties in the table.

4. You can edit the values of the desired system property as per the details given in the above table.