Troubleshooting

This section provides solutions for common issues with the ServiceNow Vulnerability Response integration with Nozomi Networks. It covers configuration checks, MID server connections, log analysis, handling import queues, resolving script failures, and offers guidance on when to contact customer support, and what information you should provide.

Configuration details

The ServiceNow Vulnerability Response integration is mostly pre-configured. This means that you only need to:

Enter your Nozomi URL
Enter your username
Enter your password
Select a Management, Instrumentation, and Discovery (MID) server

If the ServiceNow Vulnerability Response is not working correctly, make sure that the above details have been entered correctly.

MID server connection

If you cannot connect to your Nozomi Networks environment from ServiceNow through the MID server, make sure that:

The MID server is on the same network as the Nozomi Networks platform
You can ping the Nozomi Networks instance from the MID server

Logs and error messages

If necessary, read the log messages. You can find the log messages in System Logs from the source: x_none_nozomi_vr Additional log messages from the source sn_vul might also show.

Error messages might show in:

The notes field of the Vulnerability Integration Run, or
The state and notes fields of the Vulnerability Integration Process

Import Queue table

The sn_vul_ds_import_q_entry of the Import Queue table will contain all of the pending transformation requests. To see what is currently being executed, you can filter this table to only show items that have a status of Processing.

Potential Failures of the VR-Register Discovery Source for Nozomi Fix Script

During the installation process, you might encounter instances where the VR-Register Discovery Source for Nozomi script fails to execute successfully. In such cases, you can follow the steps below to address the issue:

Examine the installation logs for error messages related to the VR-Register Discovery Source for Nozomi Fix Script. These logs can provide valuable insights into the cause of the failure, such as:

Application error in system log JavaScript evaluation error on:
var source_name = 'VR-Nozomi';
var dsUtil = new global.CMDBDataSourceUtil();
dsUtil.addDataSource(source_name);

Try the Fix Script again.

Note:

If the script fails during the initial installation attempt, you can run it again once the overall installation process has finished.

Customer support

If none of the previous solutions work, please contact our Customer Support team.

To help us resolve your problems as quickly as possible, please provide detailed information about the error messages and all the relevant logs.