---
sourceDocument: Brazil Operational Technology Management
sourceDocumentLink: https://www.servicenow.com/docs/r/operational-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Operational Technology Management

ft:clusterId :

    - optm

bundleId :

    - optm

workflow :

    - Technology


---

# Support and troubleshooting

# Support and troubleshooting {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Support and troubleshooting for Service Graph Connector for ServiceNow OT Discovery

This guide provides essential troubleshooting steps for ServiceNow customers integrating the Service Graph Connector for OT Discovery.
It focuses on verifying connection setup, diagnosing errors, and validating data to ensure successful integration.
Show full answer Show less  

## Testing and Diagnosing Connection Issues

* **Test the connection:** After configuring the URL and credentials, perform a connection test. A successful test shows no errors; otherwise, error messages, codes, and API response details are displayed.
* **Review Outbound HTTP Request logs:** Access these logs via *All \> System Logs \> Outbound HTTP Requests* to inspect connection details. The response status code helps identify issues, such as a 401 Unauthorized error indicating credential problems.
* **Verify credentials:** For a 401 error, confirm the Client ID and Client Secret are correctly entered in the connection settings. Similarly, check the API Key in the Flow Designer if applicable.

## Advanced Troubleshooting

* **Enable extended logging:** Temporarily increase log detail by setting *glide.outboundhttplog.override* to true and adjusting *glide.outboundhttplog.override.level* (e.g., to "All") via system properties. This provides deeper insight into request and response details.
* **Revert logging settings:** After troubleshooting, restore original log levels to prevent unnecessary logging overhead.

## Data Validation

* If you observe missing or improperly flattened asset data, run test loads and compare the flattened staging table data against the raw API data to verify data completeness and correctness.

Following these steps helps ensure a reliable integration of Service Graph Connector for OT Discovery, enabling accurate asset data synchronization and efficient issue resolution.  
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 OT Discovery Service Graph Connector for ServiceNow](https://www.servicenow.com/docs/zvbPI3m8qOq~skXBQKffuw "Install the Service Graph Connector for ServiceNow OT 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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