Post-installation tasks

There are certain tasks that must be completed post-installation, in order for your TeamViewer DEX Platform and ServiceNow integration to work correctly. These tasks include both mandatory and optional configuration steps.

App Menu

ServiceNow provides an application navigator that enables administrators to navigate between the screens. To use SGC for TeamViewer DEX application, first install it from ServiceNow app store and then search for the application in the application navigator. Non-administrators (end users) do not have access to SGC for TeamViewer DEX. The application menu is shown in the picture below.

Here's an overview of the SGC for TeamViewer DEX menu items and the roles needed to access each page:

Item	Description	Roles needed to view the Item's page
		SGC for TeamViewer DEX app roles	ServiceNow roles
Setup	Displays guided setup to configure the application.	n/a	admin (System Administrator)
Data Sources	Displays a list of data sources related to SGC for TeamViewer DEX.	n/a	admin (System Administrator)
Scheduled Imports	Displays a list of scheduled imports related to SGC for TeamViewer DEX.	n/a	admin (System Administrator)
Scheduled Jobs	Displays a list of scheduled jobs for SGC for TeamViewer DEX.	n/a	admin (System Administrator)
Integration Dashboard	This Dashboard shows the execution status of CMDB.	n/a	admin (System Administrator)
TeamViewer DEX Settings	Displays the application settings.	x_1e_cmdb_connect.admin	admin (System Administrator)
Instruction Definition	Displays a list of available SGC for TeamViewer DEX instructions.	x_1e_cmdb_connect.admin	admin (System Administrator)
TeamViewer DEX Information Service	Displays a list of available SGC for TeamViewer DEX instructions that can be run on the targeted endpoints all at once.	x_1e_cmdb_connect.admin	admin (System Administrator)
Triggered Instruction	Displays a list of instructions that have been run.	x_1e_cmdb_connect.admin	admin (System Administrator)
Logs	Displays the application specific logs.	n/a	admin (System Administrator)
Support	Displays information on how to contact TeamViewer Support Portal.	x_1e_cmdb_connect.admin	admin (System Administrator)

TeamViewer DEX Settings

After a successful SGC for TeamViewer DEX install, the admin user must complete and save the TeamViewer DEX Settings form listed under the application menu, shown below. Completing the configuration allows the SGC for TeamViewer DEX app to communicate with Platform.

To test whether the application is successfully synced with Platform, click Test Server Connection in the top right corner. Once the connection is established, click Retrieve Instructions to import the instructions from Platform into ServiceNow.

The TeamViewer DEX Settings page displays these fields:

Configuration field	Description
TeamViewer DEX User Name	This is the user configured in ServiceNow and is responsible for fetching or executing instructions to or from Platform. Enter the TeamViewer DEX username and domain here.
TeamViewer DEX User Password	This is the password for the user to fetch and execute instructions.
TeamViewer DEX Instructions keep answers minutes	This value is used when ServiceNow sends an instruction to Platform and displays how long a response is active after the instruction is executed. It has a default value of 120 with a valid range between 10 and, 10080, the same feature is also available in TeamViewer DEX Core. If an admin has not provided a value, Platform uses the value saved in the TeamViewer DEX Core app.
TeamViewer DEX Instructions gather data minutes	This value shows the time frame in minutes for how long Platform should gather the instruction response data. It has a default value of 60 with a valid range between 10 and, 10080. The same feature is available in TeamViewer DEX Core as well. In case an admin has not provided a value, then server by default considers the value saved in TeamViewer DEX Core app.
Response batch size	The instruction responses from Platform into ServiceNow are fetched into batches. This feature sets the batch size for these responses. The default value is set to 100.
Response batch size for TeamViewer DEX Information Service	The instruction responses from Platform into ServiceNow are fetched into batches. This feature sets the batch size for these responses. Default value is 1000.
Response API wait seconds for TeamViewer DEX Information Service	When an instruction gets triggered from ServiceNow to Platform as a part of the TeamViewer DEX Information Service, there is a continuous calling from ServiceNow to Platform for fetching the responses. If there is no response available from Platform for this instruction, the next response call is triggered after a period of seconds. The default value is set to 10.

There is a continuous counter on Platform from ServiceNow for getting responses. If the responses are not empty, then the counter is set to 0 whereas if responses are empty (for example, there is no response) then the counter is increased by 1. In case there are no responses for more than three times from Platform, then we increase this wait time as shown in the following formula:

Wait time = (Counter value / 3) * 5 * (Response API wait seconds for TeamViewer DEX Information Service).

For example: If wait counter is 7 and wait time is set to 10 seconds by an admin on the configuration page, then wait time = (7 / 3) * 5 * 10 = 2 * 50 = 100 seconds.

The value 5 here is called a poll multiplier. To change this value, update the value in the x_1e_cmdb_connect.pollMultiplier system property.

Adding CMDB Connect tab for a device

Ensure that your current application scope is Global to perform this task.

To configure the device form to display CMDB Connect tab, follow these steps:

1. Type cmdb_ci_computer.LIST in filter navigator and press enter.

2. This opens up the Computers page in a new tab. To open an existing record of a device, click Name or the information icon of the device. You can also click New given at the top for a blank record.

3. A form will open up, click the hamburger (three horizontal bars) and select Configure, then select Form Layout as shown in the picture.

   

4. On the Configuring Computer form page, in Form view and section select New... item in the Section drop-down list to create a new section as shown below in the picture.

5. A pop-up for Create new section opens up. Type the Section caption as CMDB Connect and click OK.

   

6. After you have successfully created the section, select CMDB Connect in Section and move the 1E CMDB Connector item from Available to Selected list box. Click Save to complete the form layout setup.

   

7. Open any existing record for device in the cmdb_ci_computer table, you can see that the CMDB Connect tab is available.

   An admin user can add multiple tabs of any specification as required.

Adding CMDB Connect tab for Windows Server

To perform this task, ensure that your current application is Global.

Similarly follow the steps below, to configure CMDB Connect tab for a Windows Server:

1. Type cmdb_ci_win_server.LIST in filter navigator and press enter.
2. This opens up the Windows Server page in a new tab. To open an existing record of a Windows Server, click the Name or the information icon. You can also click the New button given at the top for a blank record.
3. A new Windows Server record opens up, click the hamburger (three horizontal bars) and select Configure, then select Form Layout.

4. On the Configuring Windows Server form page, in Form view and section select New... item in the Section drop down list to create a new section.

5. A pop-up for Create new section opens up. Type the Section caption as CMDB Connect and click OK.

6. After you have successfully created the section, select CMDB Connect in Section and move the CMDB Connector item from Available to Selected list box. Click Save to complete the form layout setup.

7. Open any existing record for device in the cmdb_ci_win_server table, you can see that the CMDB Connect tab is available.

Adding Related Lists to a device

To perform this task, ensure that your current application is Global.

Follow these steps to configure Related Lists:

1. Type cmdb_ci_computer.LIST in filter navigator and press enter.

2. To open an existing device record on the Computers page, click Name or the information icon of the device. You can also click New given at the top of the page for a blank record.

3. A form will open up, click the hamburger (three horizontal bars), select Configure, then select Related Lists as shown in the picture.

   

4. On the Configuring related lists on Computer form screen select all the six options with the 1E prefix present in Available list and move them onto right under Selected list using > arrow.

   

5. Click Save to save the selection of lists. Open any existing record for a device in the cmdb_ci_computer table and note that the related lists are available.

For each selected related list, there is a respective button added on the Computer page. When you click this button, it triggers the related Platform instruction. The table below shows the mapping between the related list and the associated instruction.

Related list	Required Tachyon instruction
CI IPs	1E-Explorer-TachyonCore-GetIpAddresses
File Systems	1E-Explorer-TachyonCore-LogicalDiskDetails
Installed Software	1E-Explorer-TachyonCore-AllInstalledSoftware
RAM Usage	1E-Explorer-Examples-GetMemoryFromSysInfo
Running Process	1E-Explorer-TachyonCore-NetworkListeningProcessesAndPorts
TCP_Connections	1E-Explorer-Examples-GetConnections

Adding Related Lists for Windows Server

To perform this task, ensure that your current application is Global.

Similarly follow the steps below, to configure Related Lists for a Windows Server:

1. Type cmdb_ci_win_server.LIST in filter navigator and press enter.

2. To open an existing record on the Windows Serverpage, click the Name or the information icon. You can also click the New button given at the top of the page for a new record.

3. A new Windows Server record opens up, click the hamburger (three horizontal bars) and select Configure, then select Related Lists.

4. On the Configuring related lists on Windows Server form screen select all the same six options as CI present in Available list and move them onto right under Selected list using > arrow.

5. Click the Save button to save the selection of lists. Open any existing record for a device in the cmdb_ci_win_server table and note that the related lists are available.

For each selected related list, there is a respective button added on the Windows Server page. When you click this button, it triggers the related instruction.

SG-1ETachyon as a discovery source

At first, verify whether SG-1ETachyon is already a discovery source on your ServiceNow instance or not.

Follow the steps below to find SG-1ETachyon in discovery source:

1. Type dictionary in filter navigator and press enter. This opens into Dictionary Entries page on the right-pane of your ServiceNow window.

2. Type =cmdb_ci in the search box under column Table and *discovery_source in the search box under Column name and press enter.

3. This filters the available list of records and results into the cmdb_ci table.

4. Click cmdb_ci to open the record.

5. It opens the Dictionary Entry page.

6. Scroll down and click the Choices tab at the bottom of the page.

7. This displays a complete list of all the choices and the respective suggested value, along with other details.

8. Look for SG-1ETachyon in this list.

9. If you don't find SG-1ETachyon in the list, then click the New button to add.

Follow the below steps to add it to the discovery source.

Adding SG-1ETachyon as a discovery source

Follow the steps below to add SG-1ETachyon as a discovery source:

1. Follow the above given steps to check whether SG-1ETachyon is available in the Choices list.

2. If unavailable, click the New button to create a new record.

3. This opens a form allowing an admin user to add a new record to the sys_choice table.

4. Verify that you have Configuration Item [cmdb_ci]in the Table drop-down list.

5. Verify that you have discovery_source in the Element text box.

6. Type SG-1ETachyon in Label text box.

7. Type SG-1ETachyon in Value text box.

8. Click the Submit button.

9. SG-1ETachyon is successfully added as a discovery source.

Update Scheduled Import for Integration Dashboard

To display data under the Integration Dashboard feature, it is important that you make the following configurations on the Scheduled Imports page.

1. Click Scheduled Imports tab given under SGC for TeamViewer DEX menu items on the left. The Scheduled Data Imports page displays the lists of all available Imports.
2. Look for SG-TeamViewer DEX Computer from the available list of Imports as shown in the picture.

   

3. Click SG-TeamViewer DEX Computer to open the respective record as shown in the picture below.
4. See that the schedule is active, the Active checkbox is checked.
5. Check the Concurrent Import checkbox and click Update to save the changes made.

   

Scheduled Jobs to enable Remove Software

To enable the Remove Software feature, it is important that you make the following configurations on the Scheduled Jobs page.

1. Click Scheduled Jobs tab given under Service Graph Connector for TeamViewer DEX menu items on the left. The Scheduled Jobs page displays the lists of every available job.
2. Look for SG-TeamViewer DEX Remove Software from the available list of jobs.
3. Click SG-TeamViewer DEX Remove Software to open the respective record as shown in the picture below.

4. Perform the following tasks:
   1. Check the Active checkbox.
   2. Select the appropriate period from the Run drop-down list.
   3. Select the appropriate Timezone from the drop-down list.
   4. Enter the desired Time.
   5. Click Update to save the changes made.

      

User roles

ServiceNow provides role based access to users. The SGC for TeamViewer DEX provides three custom roles, as displayed in the following list:

Role	User Persona	Description
x_1e_cmdb_connect.admin	App Administrator	This user can modify TeamViewer DEX Platform Settings. An App Administrator can access other features like TeamViewer DEX Settings, Schedule Jobs, Instruction Definition, TeamViewer DEX Information Service, Triggered Information and Support.
x_1e_cmdb_connect.config_manager	App Manager	This user can access TeamViewer DEX Information Service module to run any instruction on the devices.
x_1e_cmdb_connect.user	App User	This user can view device information fetched from Platform. The user can also view the Related Lists available on the same Computer and Windows Serverpage.