Common Questions

The following are the common questions you may come accross while installing and using CMDB Bi-directional Sync app:

Can user add data to ServiceNow app from different Qualys servers?

Yes, user can add asset data from different Qualys PODs. User needs to create different API Sources and Schedules as per Qualys servers.

What are Upload and Download type records in Queue?

It can be easily differentiated by Type field available in the table. For Downloading data to ServiceNow app (i.e syncing assets from Qualys to ServiceNow) Type is  Download. For Uploading data to Qualys (Syncing assets from ServiceNow to Qualys servers) Type will be Upload.

Where can I find Assets which failed to transform in ServiceNow table?

You can find these assets in Failed Qualys Assets. Users can then approve these assets again.

How to customize the related table rules for transformation

Let's consider an example where we want to transform assets to the production table for assets with certain hardware details. The default settings, the assets will fail to approve due to related entry rules.

In such scenarios, execute the following steps to approve assets depending on the hardware details.

1. Open the Related Entry table (cmdb_related_entry_list).
2. Search for the appropriate table entries (for example, hardware details in related table column search field or any preferred method of searching).
3. Modify the entry details. You could do either or both the steps listed depending on the criteria and result that you want to achieve.:
   • Allow null attribute from 'false' to 'true' [If you want to allow hardware details with 'hardware full name' as null / empty (as our 'criterion attribute' is 'hardware_full_name')]
   • Modify entry from 'Active' to 'False' to uncheck the rules for transforming the assets.

Why do I view timestamps in GMT for schedules despite configuring a different timezone?

In the schedule scripts, we use ServiceNow’s new GlideDateTime().getDisplayValueInternal(); function to update the schedule last_run_timestamp. When this object is directly instantiated and used (e.g. in scoped application background script), it returns time in GMT, irrespective of the timezone configured for user under whom this script runs. That’s how it is designed.

Also, since ServiceNow does not allow scoped applications to set the timezone, the app cannot do that on behalf of the user who created the schedule. However, the time value you see on the UI is shown in the user set timezone - even if you set GMT date-time in this column. When the schedule runs next time, it fetches value in GMT, and not the one you see on UI. That may lead to confusion, and log entries show time in GMT, for this reason we recommend that the ServiceNow users set their time to GMT.

The Schedules I defined pulled the data accurately till yesterday. But, today, the same schedule is unable to fetch any assets or related data.

Check your application logs. The reason the schedules are unable to fetch assets is because either your trial period or your subscription has expired. Contact your TAM to extend your subscription. Once you have an active subscription, you need to activate your API Source and the schedules will fetch the assets.

If an asset is purged from Qualys, what will its status be in ServiceNow CMDB?

The asset purged from Qualys does not automatically be purged in ServiceNow CMDB. The asset must be manually purged from ServiceNow.

No related file system details for CIs other than Computer and it's child CI classes

Depending upon CIs and their dependent relationship, the file system is available only for Computer and it's child classes.