---
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


---

# Support and troubleshooting

# Support and troubleshooting {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Support and troubleshooting for Service Graph Connector for ServiceNow OT Discovery

This guidance helps ServiceNow customers troubleshoot and support the integration setup for the Service Graph Connector for ServiceNow Operational Technology (OT) Discovery.
It focuses on verifying connection status, analyzing logs, and diagnosing common issues related to API connectivity and data retrieval.
Show full answer Show less  

## Testing the Connection

After configuring the URL and credentials for the integration, customers can test the connection to ensure it is successful. A successful test shows no errors, while failures provide an error message, error code, and API response body to help identify problems.

## Reviewing Outbound HTTP Requests

Customers can investigate connection issues by reviewing Outbound HTTP Request records via **All \> System Logs \> Outbound HTTP Requests** . These logs show the request URL and response status. For example, a **401 Unauthorized** status indicates incorrect credentials. To resolve this, verify the **Client ID** and **Client Secret** in the connection settings.

## Advanced Diagnosis with Extended Logging

To gather more detailed troubleshooting information, customers can enable extended logging by updating system properties (**glide.outboundhttplog.override** to true and **glide.outboundhttplog.override.level** to All). This provides detailed request and response data, but should only be enabled temporarily and reverted afterward to avoid performance impacts.

## Common Issues and Resolutions

* **401 Unauthorized Errors:** Usually caused by incorrect API credentials. Verify the API Key and connection details in the Flow Designer.
* **Data Flattening or Missing Data:** Run test loads and validate flattened data in the Staging table. Compare this with the raw API data (apidata) to confirm if the issue originates from the API or the flattening process.

## Practical Impact for Customers

Following these steps enables ServiceNow customers to quickly identify and resolve connectivity and data issues with the Service Graph Connector for OT Discovery. This ensures reliable integration performance and accurate data ingestion for operational technology asset management.  
Common troubleshooting options when you set up the integration for the Service Graph Connector for ServiceNow OT Discovery.

## Test the connection {#troubleshooting-ot-discovery__section_isn_msz_n2c}

You can test the connection after configuring your URL and credentials for the integration. If everything is configured correctly, the service graph connection displays a successful connection test without any error. If something
goes wrong during the connection, the Service Graph connection displays the error message, error code, and response body from the API.

## Review Outbound HTTP Request records {#troubleshooting-ot-discovery__section_zwj_x5z_n2c}

You can also review the Outbound HTTP Request records associated with the test. Navigate to AllSystem LogsOutbound HTTP Requests.

In the list view, you should see the URL hostname that you specified when setting up the connection parameters. Open this record to view the connection details.

By default, the log level is set to Basic, so you can't see the response body or quest body, but the response status indicates the issue. For example, a 401 in the Response status indicates an unauthorized request. To resolve the
issue, navigate to the connection and verify that you have the correct Client ID and Client Secret entered for the connection. For more information, see [Install the Service Graph Connector for ServiceNow Operational Technology Discovery](https://www.servicenow.com/docs/C5CGI__jjQnQ08T4LxzAoQ "Install the Service Graph Connector for ServiceNow Operational Technology Discovery from the ServiceNow Store.").

## Additional diagnosis {#troubleshooting-ot-discovery__section_h4x_k21_42c}

If you must diagnose further, you can override the log level to give more information, for example using the global system properties. Navigate to the system properties by going to sys_properties.list in the application navigator and update the glide.outbound_http_log.override to the value true and update the glide.outbound_http_log.override.level to an appropriate value. For example, change value to All.  
Note:  
You can perform action only for a limited period of time for troubleshooting. Make sure you revert the changes to the original configuration.

With extended logging turned on, you can provide additional details for requests after that to give more context to the issue.

If you encounter a response status of 401, it's typically an issue with your credentials. To resolve, navigate to the connection in the Flow Designer and verify that the API Key is filled in as expected with the correct value.

If you encounter any issues with the flattening of the Asset or missing data from the API, you can run a
test load and validate the flattened data from the Staging table. Then compare it with the api_data to see if the data was provided from the API.

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