Timeout and Performance issue when returning data from Qualys with ServiceNow Configuration Compliance. - Support and Troubleshooting

Timeout and Performance issue when returning data from Qualys with ServiceNow Configuration Compliance. Issue  Symptoms Qualys REST message calls ,does not return any data OR Qualys REST call are very slow to execute

This issue only exists when connecting up to a US hosted Qualys server but does not exist when connectxing to a Qualys server based in the EU.

Cause This issue is caused by Qualys network settings related to assets groups and IP ranges. This configuration is done outside Servicenow.

Resolution Here is how other customers fixed this case in Qualys.

Please bear in mind that Qualys is not a Servicenow product, please contact Qualys support for more information.

The solution consists in reduces the number of assets groups and IP ranges within Qualys outside Servicenow.

In Qualys, assets groups are associated with users / logins, each login is associated with one or more assets groups.

All the assets groups need to be removed from the login account and replaced with "generic ALL" in Qualys settings.

Within Qualys, you can group assets by region, business units or your type of network. It is those groupings that can negatively impacts the API performance or cause timeouts.

The timeout or performance issue happens because when an API call is made, the call is routed to each group that have IP address ranges associated with them.

Note : Qualys is not a Servicenow product, please contact Qualys support if you have any questions.