Support and troubleshooting

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Support and troubleshooting for Service Graph Connector for ServiceNow OT Discovery

    This guide helps ServiceNow customers troubleshoot and support the integration setup for the Service Graph Connector for ServiceNow Operational Technology (OT) Discovery. It focuses on connection testing, log review, and diagnosing common issues to ensure a successful integration.

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    Test the Connection

    After configuring your URL and credentials, you can test the connection to verify if the integration is properly set up. A successful connection test will show no errors. If a failure occurs, the system displays an error message, error code, and API response body to aid in identifying the problem.

    Review Outbound HTTP Request Records

    • Access All > System Logs > Outbound HTTP Requests to review requests related to the connection test.
    • Look for the URL hostname you configured; opening the record reveals connection details.
    • By default, logs show limited information (Basic level), but the response status indicates key issues such as unauthorized requests (e.g., HTTP 401).
    • For a 401 status, verify that the Client ID and Client Secret credentials are correctly entered in the connection settings.

    Additional Diagnosis with Extended Logging

    • You can enable detailed logging temporarily by updating system properties (glide.outboundhttplog.override to true and glide.outboundhttplog.override.level to All) via sysproperties.list.
    • Extended logs provide comprehensive request and response data to troubleshoot deeper issues.
    • Remember to revert logging settings back to default after troubleshooting to avoid performance impacts.

    Credential Issues and Data Validation

    • A 401 response usually indicates incorrect credentials; verify the API Key in the Flow Designer connection setup.
    • If asset data flattening or API data appears missing, run a test load and compare the flattened data in the Staging table against the raw API data to identify discrepancies.

    Common troubleshooting options when you set up the integration for the Service Graph Connector for ServiceNow OT Discovery.

    Test the connection

    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.

    Displays error message, error code, and response body from the API.

    Review Outbound HTTP Request records

    You can also review the Outbound HTTP Request records associated with the test. Navigate to All > System Logs > Outbound HTTP Requests.

    Review the Outbound HTTP Request records associated with the test

    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.

    Review the URL hostname that you specified when setting up the connection parameters

    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.

    Additional diagnosis

    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.

    Override log level by modifying global parameters

    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.