Policy Redlining Integration with Xanadu

[Jansen2]

For a Policy record in the Compliance Workspace, we are unable to ‘Create new document’, ‘Connect existing document’, ‘Upload a document’, or ‘Import policy text’ in the Policy Text tab. We have the Microsoft Word for Policy Redlining setup and the OneDrive OAuth token is active, the credentials (service account) have access to OneDrive, the sub-flow “Sync Collaborators” was executed and the users are showing in the collaborators table along with the appropriate compliance roles. The application log is showing the error ‘GRC: Cloud Integration: Error during sync and refresh, while fetching attachment for record of sn_compliance_policy with sysID * on provider * from playbook Error details: Document does not exist.’

The Policy Redlining feature was previously setup and active in the instance before upgrading ServiceNow to Xanadu and the plugins to the latest versions (v. 19). We have been unable to return functionality. 

Has anyone else experienced the same problem or have a fix?

[jamesmorris]

@Jansen2 Did you ever get this resolved? Having the same issue where the integration was working but has since stopped.

[Jansen2]

Hi James, 

We had to open a HI-Ticket with ServiceNow in which we were informed there would be a future patch release for the Policy Redlining feature - We did receive a temporary fix that you can try, however, it does not address the root of the issue (which is correlated to timeout duration). 

As a temporary fix, you will need to navigate to System Definition -> Transaction Quota Rules -> "REST Batch API request timeout" and update the Maximum Duration from the default of 30. I had tried increasing to 300 (per SNOW's suggestion) but even then it would still timeout on occasion so we increased to 600.

Please let me know if this resolves some of your issues. With that being said, I'm hopeful ServiceNow will address this in a future release as the load time has significantly increased.