1E ITSM Connect

1E ITSM Connect app

Integration between 1E and the ServiceNow ITSM (Information Technology Service Management) module is enabled using the 1E ITSM Connect app, which is available for download from the ServiceNow app store and can be installed on any ServiceNow instance.

  • 1E ITSM Connect now works with 1E Core, which provides connectivity to 1E and other core features for the 1E ServiceNow applications. Please refer to Prerequisites.

  • Instruction approval is now done in ServiceNow by ServiceNow users and not inside of 1E using a proxy 1E user. Refer to Add the 1E ITSM Connect app proxy user to 1E for more details.

  • Checkbox to configure if approval is needed/not needed for instruction. ServiceNow Admin can choose which instructions require approval.

  • Application settings and API configuration pages merged into 1 and called APP Configuration.

App Menu in Application Navigator

ServiceNow provides an application navigator that enables users to navigate from one screen to another easily. To use 1E ITSM Connect, first install it from ServiceNow app store and then search for 1E ITSM Connect in the application navigator. The menu is shown below:

Here's an overview of the 1E ITSM Connect menu items and the roles needed to access each page:

Item

Description

Roles needed to view the Item's page

1E 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 1E 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)

1E 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.

  • 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)

Multi-Tenant Configurations

Displays the settings screen for multi-tenant instances

  • 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 1E Support.

  • x_1e_connect.Tachyon_Admin

  • admin (System Administrator)