ServiceNow read timed out due to inactivity

[Ajit Pawar]

Hi Experts,

We are facing issue with ServiceNow kingston, the first soap request getting read timed out, next subsequent request gets successful.

If we wait for 5-10 mins again, the first request is getting read timed out, next subsequent request works.

There is no proxy and using basic authentication for soap web service.

We increased timeout setting at client as well as at server side but no luck.

Checked System logs as well as transaction logs, for very first request that is getting timeout, we dont see its entry in system or transaction logs.

Has anyone faced such issue? What could be the issue.

Thanks

Ajit

[Lucas Vieites]

Hi Ajit,

this sounds familiar. Could you check if you see any messages in the logs related to canceled transactions? It could be that the first request times out because the database query takes too long. Then the second one succeeds because the data is already on the cache.

If you don't have access to the system logs, try to request a smaller data set and see if the same behavior happens.

More info on canceled transactions in the docs.

I hope this helps,

Lucas

[Ajit Pawar]

Thanks Lucas for the reply. We will check it and will get back to you.

[Ajit Pawar]

Thanks Lucas,

I can see followings in Cancelled Transactions.

Cancelling transaction #175027 /api/now/ui/presence (maximum execution time exceeded): Thread Presence-thread-10 (Akansha.local, 604C7A49DB08B30080F179668C9619ED), after 124663ms

To get status of RITM we query through soap request to sc_req_item table that also resulting into read timed out.

Please let me know, what else we can check.

Thanks

Ajit

[Lucas Vieites]

So you are seeing that those transactions are canceled by the system. The next step would be to troubleshoot and test scenarios where the transaction is not canceled:

• Request fewer records (set a shorter window; if you're requesting data for a year, try with 3 months)
• See what the database query in the backend (SQL) looks like and if it can be improved to run faster
• Increase the transaction quota (see link in my first reply) and see where the "sweet spot" is where the query does return completed

These are just general troubleshooting steps you can do before contacting Customer Support. This way you can already show them what you have tried so that they can help you further instead of repeating the same tests.

Lucas