HTTP timeout: outbound request exceeded timeout limit

The target external system is experiencing performance issues or is overloaded, causing slow response times that exceed ServiceNow's timeout configuration. (high likelihood)

Network connectivity issues or high latency between ServiceNow and the target system, particularly common with geographically distant endpoints or during network congestion. (high likelihood)

The timeout values configured in REST Message records or system properties are set too low for the complexity of the operation being performed. (medium likelihood)

The external API endpoint requires authentication or additional headers that are missing, causing the request to hang while waiting for proper credentials. (medium likelihood)

Large payload sizes in the request or expected response are taking longer to process than the configured timeout allows. (low likelihood)

Step 1: Check the System Log at System Diagnostics > Log > Application Log to identify which specific outbound request is timing out and note the timestamp and any associated integration or REST Message name.

Step 2: Navigate to System Web Services > Outbound > REST Message and locate the relevant REST Message record to review the current timeout settings in the HTTP Methods related list.

Step 3: Test the external endpoint directly using a tool like Postman or curl to determine if the target system is responding normally and measure actual response times.

Step 4: Review system properties glide.http.outbound.max_timeout.enabled and glide.http.outbound.max_timeout.value to ensure global timeout limits are appropriate for your integration requirements.

Step 5: If the external system is responding normally but slowly, increase the timeout value in the REST Message HTTP Method record or adjust the relevant system property to accommodate longer response times.

Step 6: Verify authentication headers, API keys, and endpoint URLs are correctly configured in the REST Message to prevent authentication delays that could cause timeouts.

Step 7: Monitor the integration after making changes using System Diagnostics > Stats > HTTP to track outbound request performance and ensure the timeout adjustments resolve the issue.

Step 8: If timeouts persist, consider implementing retry logic in your integration scripts or breaking large requests into smaller chunks to reduce individual request processing time.