Support and troubleshooting

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Support and Troubleshooting

    This guide provides common troubleshooting options for setting up the integration of the Service Graph Connector for ServiceNow OT Discovery. It outlines steps to test the connection, review logs, and perform further diagnosis to ensure a successful integration.

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    Key Features

    • Testing the Connection: After configuring your integration URL and credentials, you can test the connection. A successful test will indicate no errors, while failures will provide error messages and codes for troubleshooting.
    • Reviewing Outbound HTTP Request Records: Access logs via All > System Logs > Outbound HTTP Requests to verify connection details. Pay attention to the response status, which helps identify issues (e.g., a 401 status indicates unauthorized access).
    • Additional Diagnosis: To gather more information, you can adjust the log level by navigating to sysproperties.list and modifying the relevant logging properties temporarily.

    Key Outcomes

    By following these troubleshooting steps, you can effectively identify and resolve integration issues such as credential errors and missing data. Ensuring proper configuration and logging will help maintain a smooth operational flow with the Service Graph Connector.

    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.