FAQ

Last Updated: December 19, 2024

Why am I unable to install an application from the ServiceNow Store?

1. Verify you have the system administrator (admin) role.

2. Navigate to System Applications > All Available Applications > All.

3. Verify the application appears under the Installed tab.

How can I create a new user?

• Perform the steps the steps in User Administration.

Why am I getting an error related to ECC Queue timeout?

1. Navigate to sys_properties.LIST.

2. Update the following system properties with given values:

   1. glide.http.outbound.max_timeout.enabled = false

   2. glide.http.outbound.max_timeout.enabled = false

   3. glide.http.outbound.max_timeout = 60 (or increase the time as per requirement)

3. Run the scheduled script again.

Why am I unable to Create the Connection Alias’?

• Verify you have the system administrator (admin) role.

Why am I Unable to Create the Connector?

1. Verify you have the system administrator (admin) role or Application Admin role.

Why is the Connector unhealthy?

1. Check the credentials and the endpoint of the Connection Alias. Make sure not to add a ‘/’ after the endpoint.

2. (For TSC and TOT) Verify that the MID is running. (Mandatory for TOT)

Why am I unable to see options in the Tenable Scheduled Import Form view?

1. Clear cache from your browser or create the Scheduled Import Job from Incognito.

2. Clear cache from your ServiceNow instance:

   1. Login to your ServiceNow instance.

   2. Type “cache.do” in the filters tab.

      

   3. Click Enter

   4. On the following page click Clear Cache.

      

Why are Jobs not created after executing the scheduled job?

1. Create missing cross scope privilege records manually:

   1. Set Application scope to Service Graph Connector for Tenable from here:

      

   2. Click Filter and type "sys_scope_privilege.list".

      

   3. Click Enter

   4. Click the New button in the top-right corner.

      

      The form below appears:

      

   5. Create six records with following values.

      Sr no.	Target Scope	Target Name	Target Type	Operation	Status
      1	Tenable for ITSM	x_tsirm_tio_itsm_vulnerability	Table	Read	Allowed
      2	Tenable for ITSM	TenableITSMHelper	Script Include	Execute API	Allowed
      3	Tenable for ITSM	TenableITSM	Script Include	Execute API	Allowed
      4	Tenable for ITSM	TenableITSMScheduleHelper	Script Include	Execute API	Allowed
      5	Tenable.ot for VR	TenableVRScheduleHelper	Script Include	Execute API	Allowed
      6	Tenable.ot for VR	TenableVRHelper	Script Include	Execute API	Allowed

   6. Go to Schedule Import record and click Execute.

2. Check if all the threads are occupied.

   1. Navigate to the User Administration > All Active transaction.

   2. Confirm that all threads are occupied. If yes, then remove the unused threads.

   3. Reload the Scheduled Data import form.

Why is the integration failing and/or data not being ingested into the table?

1. Check the connector’s configuration and make sure it is healthy.

2. Make sure the user has proper roles. Refer to this page to see what role users should have on Tenable platforms.

3. Check the Application Logs.

4. If the error is related to API calls made, follow these steps:

   1. Enable the following three system properties from the sys_properties table (you can type “sys_properties.LIST” in the Filters section) and then run the integration again:

      • glide.outbound_http_log.override -> Set value to “true”,

      • glide.outbound_http_log.override.level -> Set value to “all”

      • glide.outbound_http.content.max_limit -> Set value to “1000”

   2. Check the HTTP requests in the Outbound HTTP Requests module under System Logs which contains details of request and response of API calls.

      

Why am I getting a "Request method or request URL not found from undefined” error?

1. Navigate to the Flow Designer > Actions.

2. Open the Rest step and check the execution. It might be an error from the API.

3. Run scheduled job again.

How can I increase the file size?

1. Verify you have the system administrator (admin) role.

2. Navigate to sys_properties.

3. Increase the value (in bytes) of the com.glide.attachment.max_get_size (for example, 31457280) and com.glide.attachment.max_size (for example, 4096).

Why am I unable to validate the MID server?

1. Navigate to MID Server > MID Security Policy.

2. Open Intranet and Internet Records and uncheck Certificate Chain Check , Hostname Check and Revocation Check checkboxes.

How can I activate/deactivate data sources for ITSM or VR?

1. Set the Application scope to ServiceGraph Connector for Tenable from here:

   

2. Click Filter.

   

3. Type "x_tsirm_tio_now_data_source_registry.list".

4. Click Enter.

5. After applying the appropriate filters, in the Active column set the value of that record.

How can I see Tenable Asset Attributes in the related list of Asset records?

1. Click the Additional Actions button in the top-left corner of the Asset record.

2. Go to Configure > Related Lists.

   

3. Select the Tenable Asset Attributes option and push it to the Selected list.

   

4. Click Save.

5. Now you can see the Tenable Asset Attributes related list in the asset.

In Xanadu, why does the integration redirect to a step of another section when clicking "Mark as Complete" in the guided setup?

• This is currently a known issue in Xanadu. For more details on this issue check the ServiceNow community page.