FAQ
Last Updated: December 19, 2024
Why am I unable to install an application from the ServiceNow Store?
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Verify you have the system administrator (admin) role.
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Navigate to System Applications > All Available Applications > All.
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Verify the application appears under the Installed tab.
How can I create a new user?
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Perform the steps the steps in User Administration.
Why am I getting an error related to ECC Queue timeout?
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Navigate to sys_properties.LIST.
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Update the following system properties with given values:
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glide.http.outbound.max_timeout.enabled = false
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glide.http.outbound.max_timeout.enabled = false
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glide.http.outbound.max_timeout = 60 (or increase the time as per requirement)
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Run the scheduled script again.
Why am I unable to Create the Connection Alias’?
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Verify you have the system administrator (admin) role.
Why am I Unable to Create the Connector?
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Verify you have the system administrator (admin) role or Application Admin role.
Why is the Connector unhealthy?
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Check the credentials and the endpoint of the Connection Alias. Make sure not to add a ‘/’ after the endpoint.
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(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?
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Clear cache from your browser or create the Scheduled Import Job from Incognito.
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Clear cache from your ServiceNow instance:
Why are Jobs not created after executing the scheduled job?
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Create missing cross scope privilege records manually:
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Set Application scope to Service Graph Connector for Tenable from here:
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Click Filter and type "sys_scope_privilege.list".
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Click Enter
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Click the New button in the top-right corner.
The form below appears:
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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 -
Go to Schedule Import record and click Execute.
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Check if all the threads are occupied.
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Navigate to the User Administration > All Active transaction.
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Confirm that all threads are occupied. If yes, then remove the unused threads.
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Reload the Scheduled Data import form.
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Why is the integration failing and/or data not being ingested into the table?
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Check the connector’s configuration and make sure it is healthy.
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Make sure the user has proper roles. Refer to this page to see what role users should have on Tenable platforms.
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Check the Application Logs.
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If the error is related to API calls made, follow these steps:
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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:
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glide.outbound_http_log.override -> Set value to “true”,
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glide.outbound_http_log.override.level -> Set value to “all”
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glide.outbound_http.content.max_limit -> Set value to “1000”
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Check the HTTP requests in the Outbound HTTP Requests module under System Logs which contains details of request and response of API calls.
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Why am I getting a "Request method or request URL not found from undefined” error?
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Navigate to the Flow Designer > Actions.
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Open the Rest step and check the execution. It might be an error from the API.
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Run scheduled job again.
How can I increase the file size?
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Verify you have the system administrator (admin) role.
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Navigate to sys_properties.
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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?
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Navigate to MID Server > MID Security Policy.
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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?
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Set the Application scope to ServiceGraph Connector for Tenable from here:
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Click Filter.
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Type "x_tsirm_tio_now_data_source_registry.list".
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Click Enter.
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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?
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Click the Additional Actions button in the top-left corner of the Asset record.
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Go to Configure > Related Lists.
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Select the Tenable Asset Attributes option and push it to the Selected list.
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Click Save.
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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?
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This is currently a known issue in Xanadu. For more details on this issue check the ServiceNow community page.