Observed Issues

The following are the observed issues in the CMDB Sync application:

Scenario: Sometimes clicking on 'Test Connection” gives 'error' response to user.

Workaround: Check the error message.

• Try to repeat the ‘Test Connection’ a couple more times (if all input parameters are correct, then a ‘success’ message are displayed)
• One can get the error message under ‘Schedule Logs’ for related entries in the schedule record
• If no valid error is displayed (that means you are sure the credentials are correct, but API reported 'unauthorized'), try again after some time. If the error persists, contact Qualys Support

Scenario: When the Download processor takes too much time to process

Workaround: Go to Properties and lower the Size of the Download batch.

Scenario: Download Processor failed to process Sync Queue record(s)

Workaround: This may leave the corresponding Sync Queue entry in an ‘Error’ state, and the error details can be verified from ‘Processing Notes/Message.’

The user should manually change the status back to

• ‘Queued’, and reset the 'Processor GUID' if the user wants to process that response again.
  If you reprocess any response, it does not lead to duplicate data, as the application checks whether the record already exists in staging tables before inserting.
• 'Error’, if the user does not want to process it again.

Scenario: Failed to approve asset using Identification Engine/Invalid Update

This error is displayed when the application finds some error with Identification and Reconciliation APIs.

To verify the issue, navigate to Failed Qualys Assets > Open the asset record and see the Notes section. This section contains the detailed error response as received from the Identification and Reconciliation API.

Scenario: Sometimes it is observed that ‘approving’ manually multiple assets gives ‘Transaction Timeout’ by ServiceNow

Workaround:

• In such case there is no data loss observed in asset transformation.
• To overcome transaction timeout error, it is recommended to use ‘Auto Approval’ in schedule.

Scenario: Duplicate entries found in cmdb_ci_computer for assets that were synced from ServiceNow to Qualys, scanned and then synced back from Qualys to ServiceNow

Workaround:

• If the user has added only the IP address for the asset in the 'cmdb_ci_computer' table.
  Reason: Name is a mandatory parameter for the ServiceNow IRE mechanism.
• If the user added both name (any dummy name) and IP Address for the asset in 'cmdb_ci_computer' table.

Reason: After scanning the asset, the name discovered during the authenticated / unauthenticated scan and the dummy name that was provided could be different.

There would be no duplicate entry in 'cmdb_ci_computer' if the name is exactly the same for the asset before sending the data from ServiceNow to SericeNow.