Post-installation tasks

ServiceNow provides an application navigator that enables users to navigate from one screen to another easily. To use TeamViewer DEX ITSM Connect, first install it from the ServiceNow app store and then search for TeamViewer DEX ITSM Connect in the application navigator.

The menu is shown in the picture below. Here's an overview of the menu items and the roles needed to access each page:

Item		Description	Roles needed to view the Item's page
			TeamViewer DEX ITSM Connect app roles	ServiceNow roles
Incidents		Displays a list of incidents.	Any of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_Approver x_1e_connect.Tachyon_User	ITIL
Instruction Definitions		Displays a list of available instructions.	Any of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_Approver x_1e_connect.Tachyon_User	admin (System Administrator)
Instruction History		Displays a history of previously run instructions.	Either of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_User	admin (System Administrator)
TeamViewer DEX Approvals		Displays the instruction approval records generated from ServiceNow.	Either of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_Approver	admin (System Administrator)
Dashboard		Displays the pre-configured reports.	Either of the following: x_1e_connect.Tachyon_Admin x_1e_connect.Tachyon_User	admin (System Administrator)
Administration	Setup	Displays guided setup to configure the application.	n/a	admin (System Administrator)
	App Configuration	Displays the App Settings screen for single and multi-tenant instances.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	ROI Configurations	Displays a list of all the ROI configurations that generate reports given on the Dashboard.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	Quick fixes Categories	Displays a list of all the Quick fixes categories.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	Instruction Sets	Displays a list of all instruction sets.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	Scheduled Jobs	Displays a list of any scheduled jobs specific to this app.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	Logs	Displays the app specific logs.	n/a	admin (System Administrator)
	Support	Displays information on how to contact TeamViewer Support Portal.	x_1e_connect.Tachyon_Admin	admin (System Administrator)
	App Privacy policy	Displays policy information explaining data handling practices to ensure transparency and regulatory compliance.	x_1e_connect.Tachyon_Admin	admin (System Administrator)

App configuration is available under the Administration tab of TeamViewer DEX ITSM Connect. This page allows an administrator to set up the details required by the application to communicate with Platform. All the fields on the page are mandatory except for Enable Approval checkbox.

The domain separation feature (single-tenant or multi-tenant) will be automatically populated based on whether the Domain Separation plugin is activated. You can also configure it using the x_1e_core_connect.multi_tenant_instance system property. If you set this property to true, the multi-tenant feature is activated; otherwise, the single-tenant feature is enabled. Depending on whether you have a single or multi-tenant Instance, follow the instructions given below.

Depending on whether you have a single or multi-tenant Instance, you should now follow the instructions given below:

Configuring single-tenant instance

To configure TeamViewer DEX ITSM Connect when your ServiceNow instance is not domain separated, set the fields on App configuration. All the fields on the page are mandatory except for theEnable Approval checkbox. A table describing each field, and expected values, is given below.

The Single-Tenant Configurations page for basic authentication is shown below.

The Single-Tenant Configurations page for OAuth authentication is shown below.

You can use the checkbox TeamViewer DEX Platform version 23.5 or higher to enable support to either new and or old experience API based on the selection of Platform version. By default, this checkbox is checked.

Completing this configuration allows the connector to communicate with Platform. To test whether the application is successfully synced with the Platform, click Test Server Connections in the top right corner. Once the connection is established, click Retrieve Instructions to import the instructions from Platform into ServiceNow. To confirm if Experience is licensed and enabled, click Check Entitlement.

Configuring multi-tenant instance

To configure TeamViewer DEX ITSM Connect when your ServiceNow instance is domain separated, follow the steps below:

The domain separation feature (single-tenant or multi-tenant) will be autopopulated based on whether the Domain Support - Domain Extensions Installer plugin is activated. It can also be configured from the x_1e_core_connect.multi_tenant_instance system property. Domain specific settings will have to be done on the TeamViewer DEX ITSM Connect App Configuration page. This page allows an admin user to set up the details required by the application to communicate with Platform in domain separated instances.

To configure a Platform environment and associate with a particular domain, click New. You will then need to fill out the values against each of the settings. All the fields on the page are mandatory except for theEnable Approval checkbox. A table describing each field, and expected values, is given below. Only one configuration record per domain can exist in the list.

The Multi-Tenant Configurations page for basic authentication is shown below.

The Multi-Tenant Configurations page for OAuth authentication is shown below.

You can use the checkbox TeamViewer DEX Platform version 23.5 or higher to enable support to either new and or old experience API based on the selection of Platform version. By default, this checkbox is checked.

Completing this configuration allows the connector to communicate with Platform. To test whether the application is successfully synced with the Platform, click Test Server Connections in the top right corner. Once the connection is established, click Retrieve Instructions to import the instructions from Platform into ServiceNow. To confirm if Experience is licensed and enabled, click Check Entitlement.

The following table describes the fields available on this page. Each of these settings becomes unique to a particular domain. If you configure multiple domains and have one Platform for each of the domains, you will need to create multiple records. There are few additional fields available for users with OAuth authentication, as mentioned below.

Field	Description
Name	A free text field to give a unique name to this record.
Application	Name of the application from where the configuration record is created. Auto-populated by TeamViewer DEX ITSM Connect.
Company	Use the magnifying glass next to this field to select a Company associated with this Domain. Based on this selection, the domain field is auto populated. The mapping between a Company and a Domain has to be configured in advance, by a ServiceNow Administrator.
Domain	Read Only field. Auto-populated based on Company field (Not AD Domain).
Enable OAuth	This checkbox controls the application's authentication method. When selected, the application will authenticate via Modern Authentication; if not selected, it will authenticate via Basic Authentication.
Platform URL	The URL for the Platform.
MID Server	The MID server name used by Platform, if applicable. A MID Server is a software application which gets installed on any local machine with internet connectivity. It can access the Platform 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 the MID Server set up, please refer to the ServiceNow MID Server installation documentation. Multiple MID Servers can be installed on a single machine, and they can be configured to connect to either the same or different ServiceNow instances. Note : When installing an MID Server, ensure to install it in the correct domain in which you will connect the MID Server with Platform.
Are you using MID Server for OAuth-based Authentication	This checkbox determines whether an application will use an MID Server with OAuth on-premises. It has no impact if the application uses Basic Authentication with the MID Server, and the functionality remains unchanged. When selected, the application will use the MID Server for OAuth; if not selected, it will not.
TeamViewer DEX User Name and TeamViewer DEX User Password	This is the domain user name and password of a Platform user that is assigned to an Actioners role in Platform. This user is a proxy for ServiceNow users that are assigned to the TeamViewer DEX ITSM Connect role x_1e_connect.Tachyon_User in order to run those instructions in Platform from ServiceNow, to verify the status of executed instructions, and collect responses from the instructions that have been run. This user is also used by the API Configuration Settings page to retrieve instructions from Platform to make them available in ServiceNow. Enter the user name in the format domain\username.
JWT Provider	This setting contains the JWT Provider that is associated with a JWT Key. Its SysID is passed onto retrieve the JWT Token.
Signing Certificate PEM	This setting allows you to select the required PEM (.pem) file. It contains a Public key and a Private key in base64 encoded standard format.
App ID	This setting specifies the App ID, which is unique to an Identity Provider (IdP). This is the key identifier generated by the resource server and sent as a key ID claim.
TeamViewer DEX version 23.5 or higher	This check box enables the selection of Platform version being used.
TeamViewer DEX Endpoint Troubleshooting URL	This setting is used to open Endpoint Troubleshooting from the "Related Links" within an Incident. This does not affect the connectivity between ServiceNow and Platform, but rather points to Endpoint Troubleshooting directly.
Enable Approval	This check box helps execute instructions with or without the need for approvals depending on customer preferences. ServiceNow will not ask for any approval if the checkbox is unchecked.
Page size	This setting specifies the default page size of Platform response table. The available values for this property are 10, 25, 50, and 100. By default, 10 is selected.
Attached response file name prefix	This setting contains a text value that is used as the prefix for the name of an attached response excel file. The complete name of the attachment has additional concatenated parameters such as the incident number and time stamp. The TeamViewer DEX ITSM Connect app lets users choose to additionally receive the responses for a triggered instruction as an attached Excel file in the incident itself. As soon as the instruction's responses are visible on the screen, the attached responses appear just below the responses table.
Response batch size	This setting specifies the number of result sets that are fetched from Platform in one call. Each time the user clicks the load more link, a new call is made and the specified number of responses from Platform are stored in the ServiceNow table. For example, if a user triggered an instruction with a batch size of 100 and the instruction is expected to bring 500 records in total from Platform, then the first response will be returned as soon as the first batch of 100 records are ready. When the ServiceNow user clicks the load more link, then the next set of 100 responses will be loaded and so on.
Instruction response keep days	This setting determines how many days ServiceNow stores the instruction responses received from Platform. An auto-clean-up mechanism deletes response data older than the specified number of days from ServiceNow. Once deleted the response data is lost and can never be viewed or retrieved again. This has a default value of 5 days.
Instruction history keep months	This setting determines the number of months that ServiceNow preserves the instruction history data. Whenever a user executes an instruction its details get saved in the instruction history in the form of transactions. An auto-clean-up mechanism deletes instruction history data older than the specified number of months from ServiceNow. Once deleted the instruction history data is lost and can never be viewed or retrieved again. This has a default value of 3 months.
Status API wait seconds	This setting specifies the time duration in seconds that ServiceNow should wait between sending subsequent instruction status API requests. The same wait time is used in case of response API calls for collecting the responses of the triggered instructions. This has a default value of 3 seconds.
Targeted device field name	This setting defines the name of the reference type field that will be used as the configuration item field on the incident page. The default value for this field is cmdb_ci, which corresponds to the configuration item field on the incident page. Normally, a TeamViewer DEX ITSM Connect incident uses a specific configuration Item, which is the computer name of a device. An organization may instead want to track inventory details using any reference type field available on the incident page. This setting lets an organization select any of the reference fields available on the Incident page as the CI field.
Submit	This button allows you to save your settings.
Test Server Connection	This button checks whether the integration between Platform and ServiceNow has been established successfully.
Retrieve Instructions	This button retrieves Platform instructions into your ServiceNow Instance. On clicking of this button, you will receive an appropriate message. A scheduled job TV Platform-Retrieve Instruction is added. This scheduled job will allow users to retrieve instructions from Platform periodically.
Check Entitlement	This button checks to see if Experience Analytics is licensed in addition to Platform. If the entitlement check fails, the Experience scores will not be displayed.
Delete	This button allows a specific record created for multi-tenant to be deleted.

After the TeamViewer DEX ITSM Connect installed on the ServiceNow instance, the ITSM Connect section must be configured using the Form Layout option of the TeamViewer DEX ITSM Connect incident.

To see the ITSM and Experience tabs on your incident page follow the below configuration steps.

Here is the step-by-step process:

1. Navigate to TeamViewer DEX ITSM Connect > Incidents menu path.

2. Click the incident number of any incident.

3. After opening the incident details, click the hamburger menu and then select the Configure > Form Layout menu option as shown below. This will open the Configure Incident Form screen.

   

4. Ensure that your Application scope is Global. On the Configuring Incident Form screen, click New... item in the Section drop down list to create a new section as shown below:

5. In the Create New Section pop-up, set the Section caption as  TV ITSM Connect and click OK.

6. After the section has been created, move the Tachyon Instructions item from the Available to the Selected list box by selecting and clicking on the > button. This will add the Tachyon Instructions item into the ITSM Connect section. Click Save to save the form layout changes.

   

7. Create another new section, set the Section caption as Experience and click OK.

8. Use the same steps to add Show Device Experience item to the  TV Experience section and then click Save to save the form layout changes.

9. On the incident form, right click next to Configuration item and open Configuration Dictionary.

   

10. Finally, go to the Attributes and add x_1e_connect_show_details. Click Update to save the changes.

    

Once the TeamViewer DEX ITSM Connect app is installed on the ServiceNow instance, the admin user must configure the following settings to enable the Interaction form. Follow the steps below to configure the layout of the Interaction form. Ensure that the Interaction Management for Service Operations Workspace is the selected application scope before doing the changes.

1. Navigate to Service Operations Workspace > Interactions and open an existing Interaction record.

2. Click the Profile icon present in the top right corner of the page. Select Configure page > Form Layout from the menu options.

   

3. This opens into Configuring Interaction form, now add the Configuration Item field from Available to the Selected list box. Click Save to save the changes.

   

A Full Administrator is responsible for managing user access to ServiceNow by defining users and assigning them to appropriate roles and groups. Refer to User management to learn how to add and assign roles to a user.

Access to features in the TeamViewer DEX ITSM Connect app is handled by three roles created in ServiceNow, as shown in the table below. These roles are set up when the app is installed. The table also shows additional ServiceNow roles required by each TeamViewer DEX ITSM Connect app role.

Role name	Description
x_1e_connect.Tachyon_Admin	This role manages the TeamViewer DEX 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 TeamViewer DEX ITSM Connect in order to configure the app and retrieve instructions.
x_1e_connect.Tachyon_User	This role grants access to incidents and the ability to run instructions. This role maps on to the proxy 1E actioner.
x_1e_connect.Tachyon_Approver	This role approves instructions required for approval.
x_1e_core_connect.user	When adding any of the above roles to a user, the x_1E_core_connect.user role is also inherited automatically.

Options for configuring TeamViewer DEX ITSM Connect roles

These Platform roles can be either system or custom. System roles have permissions on all instructions sets and all devices. Custom roles can be configured for all instruction sets or limited instruction sets, and all devices or management groups.

You have the following options for assigning roles to the proxy user, which can be changed at any time.

1. Assign proxy user to a custom role, for example called 1E ITSM Connect Actioner. In this case, assign role to All sets and All devices.

2. To the same custom role, assign the following role (if required):

   • Specific instructions sets - to limit ServiceNow users to specific instructions, for example to prevent their access to system instructions

   • Specific management groups - to limit ServiceNow users to specific groups of devices.