--- sourceDocument: Australia Operational Technology Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/operational-technology Release : - australia ft:locale : - en-US ft:publication_title : - Australia Operational Technology Management ft:clusterId : - optm bundleId : - optm workflow : - Technology --- # Testing the Service Graph Connector for Microsoft Excel # Testing the Service Graph Connector for Microsoft Excel {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Testing the Service Graph Connector for Microsoft Excel This guide helps ServiceNow customers troubleshoot common issues when importing Operational Technology (OT) devices or data using the Service Graph Connector for Microsoft Excel. It focuses on interpreting system logs and resolving common data import problems encountered during the ETL Guided Setup process. Show full answer Show less ## Common Issues and Solutions * **Partial Payload Entries:** Often caused by missing required device fields or control modules lacking an associated parent device. Ensure device types and control module parent IDs are correctly populated in the staging table. * **Incomplete Payload Entries:** Result from missing unique identifier fields for devices. Verify all unique identifiers are provided. * **Empty Timestamp Column:** Use UTC date-time format (YYYY-MM-DD hh:mm:ss) to correctly populate timestamps in the staging table. * **Validation State Updates Not Visible:** Manually refresh the page after validation to view updated states. * **Validation State Not Set to Pending After Data Changes:** Only changes to specific attributes trigger validation state updates, including identifier fields (e.g., MAC addresses), serial numbers, names, correlation IDs, device types, control module parent correlation IDs, transformed name computation fields, rack number, and slot number. * **System Property Updates Not Reflected Post-Import:** Modify related system properties before importing data to ensure changes are applied. * **Duplicate Records in CMDB Not Detected:** Duplicate detection runs only within the staging table data, not against existing CMDB records. * **Site Name Not Displayed on Imported OT Devices:** The site name must correspond to an existing site record in the CMDB with a matching *entityname*. Mismatches result in empty site values. ## Practical Considerations Access the System Log to monitor errors and confirm that Service Graph Connector execution steps complete successfully. Understanding which fields affect validation states and when system property updates take effect is crucial for effective troubleshooting and data integrity. These 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. {#excel-service-graph-connector-troubleshooting__entry__2} | 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. {#excel-service-graph-connector-troubleshooting__ul_ikx_clj_2rb} | | 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 {#excel-service-graph-connector-troubleshooting__ul_hr1_jj5_d5b} For more information about the system properties, see [Review the system properties used by the Service Graph Connector for Microsoft Excel](https://www.servicenow.com/docs/K7ydpBvQKBXOLsVYRK3JjQ "As an OT Admin or CMDB Integration Admin, view system properties related to 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. | [ ]