Instruction management

The instructions are available in ServiceNow by clicking the Retrieve Instructions button on the App Configuration page. This fetches details of all the instructions currently available to the TeamViewer DEX ITSM Connect app user, along with their parameters and stores them in the ServiceNow tables.

There is a schedule job, TV Platform-Retrieve Instructions under the Administration section to retrieve instructions. This job allows the user to set the periodic retrieval of instructions from Platform.

It provides a detailed description of the instruction along with its average execution time, offering valuable insights into system performance and user experience. When you select an instruction, the description and average execution time appear at the bottom of the search field, helping you better understand the results of the instructions.

According to the Average Execution time value, the message is shown based on the below given table:

Message	Description
Average execution time : Less than 1 minute	If the average execution time is less than a minute for the instruction.
Average execution time : Approx time in minutes	If the average execution time is greater than 1 minute, then the message specifies the average execution time in minutes.
Average execution time : Instruction not executed enough times	If there is no average execution time for the instruction.

All the instructions available in ServiceNow can be seen on the Instruction Definitions page. The basic details about the instructions, such as name, description, Instruction Set etc. are displayed. The Type of the instruction is also visible on the page and tells you whether an instruction is an action or a question. You can choose which fields to display, based on your own needs.

Instructions can be automatically disabled and marked as inactive by displaying false in the Active column, refer the below section for more details about automatically disabled instructions. The contents of the Instruction Definitions page are filtered so that only active instructions are displayed on the page by default.

In order to see all the instructions, including the inactive ones, the default filter should be removed by clicking the All link just before the filter condition.

Instruction detail page

Clicking an Instruction on the Instruction Definitions page, displays the details for the selected instruction.

Specifically, the list of Instruction Parameters required by an instruction is shown on this page. The Instruction Parameters table shows the Parameter name, Parameter Type, the Default Value, and the Allowed Values. The allowed parameter types are free text and value picker.

Parameter detail page

When you click the Parameter Type link on the Instruction Parameters table, the Instruction Parameter details page is displayed. All the details for the selected parameter are displayed on this page.

Managing instruction retry message

You can manage the instruction retry message, by modifying the Instruction TTL Minutes and Response TTL Minutes fields, which have been added to the Instruction Definition table in TeamViewer DEX Core. These fields are automatically populated when instructions are retrieved from the Platform and can be edited by users with the x_1e_core_connect.admin role.

When an instruction is executed, the values from these fields are dynamically incorporated into the retry message, providing users with a clear notification if the response takes time.

You can modify the retry message by updating the values of Instruction TTL Minutes and Response TTL Minutes directly in the Instruction Definition table in TeamViewer DEX Core. However, these value will be overridden when the instructions are retrieved again from the Platform.

To make these changes permanent, update the following settings in TIMS:

• TeamViewer DEX Instruction gather data minutes (maps to Instruction TTL)

• TeamViewer DEX Instruction keep answers minutes (maps to Response TTL)

After making these changes, upload the modified instruction again to the Platform and retrieve the instructions once more in your ServiceNow instance.

An admin can enable or disable approval for an instruction by checking or unchecking the Is Approval Required checkbox on the Instruction definition detail page.

The admin can also update its value from the Instruction Definitions page by setting the value in the Is Approval Required column to true or false.

Instructions or instruction sets that are assigned to the proxy user specified in theUser Name field of the API Configuration Page may be deleted, updated, or have their permissions changed within Platform. In this case, instructions are no longer available to the TeamViewer DEX ITSM Connect app users. These instructions are not deleted from the app, instead they are automatically disabled (Active status set to false).

When an admin tries to retrieve the latest set of instructions using the Retrieve Instructions button, a new set of instructions is returned from Platform, which might have added, updated or deleted instructions. Depending on which of those states an instruction belongs to, there are three actions taken:

• New instructions are added to the ServiceNow database directly

• Updated instructions are modified in the ServiceNow database and the updates are made available to users from that moment.

• Instructions that are deleted from Platform and therefore no longer available to TeamViewer DEX ITSM Connect users are not deleted from the ServiceNow database, instead they are automatically disabled by setting their Active status to false. This ensures data integrity by providing full support for the historical data if any of these instructions have been run.

This feature is used to segregate instructions as per the user roles. The x_1e_connect.Tachyon_Admin user can assign the roles to the desired instruction sets. To map roles to the instruction sets, follow the below given steps:

1. Login to your ServiceNow instance.

2. Navigate to TeamViewer DEX ITSM Connect > Administration > Instruction Sets.

3. Click any instruction set from the list that you want to assign role(s) to.

4. Now click Roles field and it allows you to select a role(s) using the look-up list.

   

5. Click Update to save the form.

6. You can see that all the instructions under the instruction set will have the same roles assigned.

Now, the users can only see the instruction sets that are assigned to them under the TeamViewer DEX ITSM Connect tab.

A role can also be added to the bulk of instruction sets by configuring a setup in the sys_user_role table. Follow the below given steps to map roles:

1. Login to your ServiceNow instance.

2. To open the Roles table, type sys_user_role.list in the filter navigator and press enter.

   

3. Click any role to which you want to add the instruction sets.

4. Ensure that the scope of the application is Global, for the configuration below.

5. Right-click the header and select Configure > Related lists from the menu options.

   

6. This opens the Configuring related lists on the role form. From here, add the Instruction set->Roles item from Available to the Selected list box. Click Save to save the changes.

   

7. Click Edit... beside the Instruction Sets under Related lists.

   

8. This opens the Edit Members page. From here, add all the instruction sets you want to assign a role(s) to from Available to the Selected list box. Click Save to save the changes.

   

   Finally, go to Incidents and the users will only see the instruction sets that are assigned to them under the TeamViewer DEX ITSM Connect tab.