Prerequisites

Before installing the TeamViewer DEX 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 TeamViewer DEX ITSM Connect app.

The application supports the latest ServiceNow releases. For more details on the supported releases, refer to Compatibility matrix for TeamViewer DEX Platform 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 TeamViewer DEX Platform SaaS

  • Based on your Platform version, refer the prerequisites required either For 1E On-Premises (1E 9.x) or For TeamViewer DEX Platform SaaS.

  • Your Platform license should also contain an Experience license. To utilize the Experience feature in TeamViewer DEX ITSM Connect you will need:

    1. TeamViewer DEX Experience Analytics, which can be installed using Platform Settings.

    2. The proxy 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 Platform into ServiceNow.

  • You need to ensure that your Platform license includes a valid TeamViewer license. This enables remote sessions to be initiated directly through TeamViewer DEX ITSM Connect. To utilize the TeamViewer Session Connect feature in TeamViewer DEX ITSM Connect you will need:

    1. TeamViewer, which can be installed using Platform Settings. Refer to Integrations.

    2. The logged in ServiceNow user's email address should be listed under Platform user principal names and must have Remote Support role assigned.

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 TeamViewer DEX ITSM Connect:
    1. x_1e_connect.Tachyon_Admin: this role administers the TeamViewer DEX ITSM Connect application
    2. x_1e_connect.Tachyon_User: this role grants its users access to incidents and the ability to run instructions
    3. x_1e_connect.Tachyon_Approver: this role manages all the approvals required to execute instructions (both Questions and Actions) initiated from ServiceNow