Frequently asked questions

Find answers to common questions about Itential Platform.

General

Where can I download Itential Platform?

Download software builds from the Itential Software Repository. Contact your Itential account representative for access credentials.

Which browsers are supported?

Itential Platform supports the latest versions of Chrome, Firefox, and Edge.

Check the release notes for version-specific browser compatibility.

Does Itential Platform collect telemetry?

No. Itential Platform does not collect or report telemetric information.

How do I check my Platform version?

Check your version in Admin Essentials or review the release notes for version-specific features.

Installation and deployment

What deployment options are available?

Itential Platform supports:

Bare metal servers
Virtual machines
Containers
Kubernetes

See deployment architectures for requirements.

Can I install Platform in an offline environment?

Yes. Follow the installation guide.

Authentication and access

What authentication methods are supported?

Platform supports:

LDAP/OpenLDAP
SAML SSO
Azure EntraID
RADIUS
Local AAA

See authentication overview for setup.

Does Platform support single sign-on?

Yes. Platform supports SAML-based SSO for on-premises and cloud deployments.

Does Platform support role-based access control?

Yes. Configure granular access controls for applications, devices, workflows, adapters, integrations, and API endpoints.

Integrations and connectivity

How many systems can Platform connect to?

Platform supports 300+ pre-built integrations for network devices, cloud platforms, and ITSM tools.

Browse integrations.

Are pre-built workflows available?

Yes. The Itential Automation Marketplace provides pre-built workflows, use cases, transformations, and documentation.

Install assets directly from Platform or download from the marketplace.

Do adapters require Platform restart?

Most adapters auto-discover changes without restart. The NSO adapter reads and compiles YANG files at startup, but APIs continue working without restart.

ServiceNow integration

What's the difference between the ServiceNow app and adapter?

The ServiceNow app and adapter serve different purposes:

Product	Purpose	Direction
ServiceNow App	Run Platform workflows from ServiceNow	ServiceNow → Platform
ServiceNow Adapter	Automate ServiceNow tasks from workflows	Platform → ServiceNow

Use both for bidirectional integration.

What network access does the ServiceNow app require?

Requirements:

ServiceNow instance must access Platform (direct or via MID servers)
HTTPS protocol allowed
Admin and user role accounts in ServiceNow
Platform instances configured in ServiceNow

See ServiceNow app setup.

How do ServiceNow users run Platform workflows?

After setup:

Navigate to Itential section in ServiceNow
Select Itential Automation Services
Choose Platform instance and workflow
Complete auto-generated form
Submit to execute

For ServiceNow Flows, use Itential Actions in Flow Designer.

Troubleshooting

Where are Platform log files?

Default location: /var/log/pronghorn

If logs aren’t there, check $PRONGHORN_BASE/properties.json for custom location.

See logging overview.

Why isn't my adapter loading?

Check these common issues:

Adapter in correct namespace directory
Dependencies installed in adapter directory
Adapter lints clean (syntax errors prevent loading)
Platform logs for error messages

See adapter troubleshooting.

How do I generate diagnostic files for support?

Generate showsupport file:

$     cd /opt/pronghorn/current
$     ./showsupport
$     ls -l ./showsupport*.gz

Download blueprint from Admin Essentials > Blueprints > Download.

Attach both files to your support ticket.

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