Unexpected character encountered or execution time exceeded during ServiceNow import

Products

• Information Centric Analytics
• Data Loss Prevention Core Package

Issue/Introduction

Information Centric Analytics (ICA) is integrated with ServiceNow. The ServiceNow Importer fails when run either manually from a command line or via a SQL Server Agent job and returns either of the following errors:

Unexpected character encountered while parsing value: <string>

Maximum execution time exceeded

Environment

Version : 6.x

Component : ServiceNow Import Utility

Resolution

Reduce the ApiPageSize value in the importer's configuration file. This file is typically located in the following path:

<path>\Program Files\Bay Dynamics\ServiceNow\ServiceNowImporter.exe.config

Additional Information

To assist with troubleshooting, set the DebugApiResponse setting in the importer's configuration file to True to capture incoming API JSON responses.