ServiceNow API timeout

Issue

Under some circumstances the API REST timeout setting of the ServiceNow instance may prevent Quality Clouds scans from retrieving specific data. This is specially true when accessing big tables, such as transaction logs.

Impact

This can either prevent the scan from executing or be returned as a warning, depending on the type of data which could not be accessed.

Solution

You can increase the transaction quota rule.

→ To increase the API timeout

To make the change, enter sysrule_quota_list.do on the navigator text filed, and then modify the "maximum duration (seconds)" attribute. The default is 60 seconds. A value of 180 seconds should be enough for most instances to allow queries to complete, although bigger values may be needed in some cases.

This value should then be reset to the default value after the scan has completed.

You should also increase the REST Aggregate API timeout. We suggest to specify the Maximum Duration  at 180 seconds.