Test the Service Graph Connector for Microsoft Excel

  • Release version: Yokohama
  • Updated July 17, 2025
  • 2 minutes to read
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    Summary of Test the Service Graph Connector for Microsoft Excel

    This guide assists ServiceNow customers in troubleshooting common issues encountered when importing Operational Technology (OT) devices or data using the Service Graph Connector for Microsoft Excel. It emphasizes the use of system logs and staging tables to identify and resolve errors during data import and validation.

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    Common Issues and Solutions

    • Partial Payload Entries: Occur due to missing required device fields or control modules lacking a parent device. Customers should verify that device types and control module parent IDs are correctly filled in the staging table.
    • Incomplete Payload Entries: Result from missing unique identifier fields for devices. Ensure all unique identifiers are provided.
    • Empty Timestamp Column: The timestamp must be entered in UTC format (YYYY-MM-DD hh:mm:ss) to be accepted.
    • Validation State Not Updating Visibly: Manually refresh the page to see validation state changes after validation.
    • Validation State Not Set to Pending on Data Change: Only changes to specific attributes trigger a Pending Validation state. These include identifier fields (such as MAC address, serial number), name, correlation ID, type, control module parent correlation ID, transformed name computation fields, rack number, and slot number.
    • System Property Updates Not Reflected Post-Import: Update relevant system properties before importing data into the staging table to ensure changes apply.
    • Duplicate Records in CMDB Not Detected: Duplicate detection occurs only within the staging table data, not existing CMDB records.
    • Site Name Not Displayed on OT Devices After Import: Only existing site records in the CMDB are recognized. The entityname for the site must exactly match the site column value in the spreadsheet or staging table; otherwise, the site value will be empty.

    Practical Tips

    • Use the System Log to debug and verify connector execution steps.
    • Ensure all required and uniquely identifying fields are complete and accurate in the staging table before importing.
    • Manually refresh the interface to observe validation state updates.
    • Configure and verify system properties related to transformed name computation prior to data import.
    • Manage site records carefully to ensure proper association of OT devices after import.

    The troubleshooting actions can help resolve common issues when importing your Operational Technology devices or data. Access the System Log to troubleshoot for these errors.

    These logs can be used to debug any issues or to find the Service Graph Connector steps are executed properly.

    Issue Solution
    If there are entries in the Partial payload tab after test running the Service Graph Connector from ETL Guided Setup Due to the following conditions:
    • Missing values for the required fields of an device.
    • Control Modules without a parent device associated with it - Check that the type of the device and control module parent id field is filled properly in the staging table.
    If there are entries in the Incomplete payload tab after test running the Service Graph Connector from the ETL Guided Setup Due to the missing values for fields that are used uniquely to identify an device.
    If the timestamp column appears empty on the staging table The user must use the UTC format (YYYY-MM-DD hh:mm:ss) to enter the date and time.
    If the validation state update on records isn't visible after the validation process The user must manually refresh the page.
    When the user changes the existing data of the records in the staging table, the validation state is not set to Pending Validation. The validation state is set to Pending validation, when the following attributes are changed:
    • Identifier fields (Mac-address (1-9))
    • Serial Number
    • Name
    • Correlation ID
    • Type
    • Control module parent correlation ID
    • Fields used in transformed name computation
    • Rack Number
    • Slot Number

    For more information about the system properties, see Review the system properties used by the Service Graph Connector for Microsoft Excel.
    After records are imported into the staging table, the updates done in the system properties related to transformed name computation are not reflected in the staging table records. Change the system properties before importing the data into the staging table.
    If the duplicate records exist in CMDB, the staging table does not detect it as duplicate.

    The validations are executed only for the data available in the staging table.

    The validations are not executed for the data available in the CMDB.
    The site name is provided in the spreadsheet or staging table but isn't shown on the OT devices after the import of the spreadsheet.

    Only the existing site records in the CMDB are considered.

    The entity_name for the site (ISA Equipment model entity) must match the value provided in the site column in the excel or staging table.

    If the entity_name for the site does not match, the value is set to empty.