Test the Service Graph Connector for Microsoft Excel

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Test 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 resolving errors by reviewing system logs and understanding how data validation and import processes work within the staging table and CMDB.

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    Common Issues and Solutions

    • Partial Payload Entries: These occur when required device fields are missing or control modules lack associated parent devices. Ensure device types and control module parent ID fields are correctly filled in the staging table.
    • Incomplete Payload Entries: Result from missing fields that uniquely identify devices. Verify all unique identifier fields are populated.
    • Empty Timestamp Column: Use UTC date-time format (YYYY-MM-DD hh:mm:ss) to correctly enter timestamps in the staging table.
    • Validation State Not Updating: Manually refresh the page after validation to see updated states.
    • Validation State Changes on Record Updates: The validation state only changes to "Pending Validation" when specific identifier fields or transformed name computation attributes are modified.
    • System Property Updates Not Reflected Post-Import: Modify relevant system properties before importing data, as changes do not update staging table records afterward.
    • Duplicate Record Detection: Duplicate validations run only within the staging table data, not against existing CMDB records.
    • Site Name Not Displayed on OT Devices: The site name must match an existing site record’s entityname in the CMDB; otherwise, the site value is cleared after import.

    Practical Considerations

    When working with the Service Graph Connector for Microsoft Excel:

    • Use the system logs to debug and verify that connector steps execute correctly.
    • Ensure all required and unique identifier fields are accurately populated in the staging table spreadsheet before import.
    • Understand which fields trigger validation state changes to properly manage data updates.
    • Update system properties related to name computation prior to data import to ensure correct data transformation.
    • Be aware that duplicate detection does not cross-check with existing CMDB data, so manual duplicate management may be necessary.
    • Confirm site names in your Excel data match CMDB entity records to prevent missing site associations on OT devices.

    The 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.

    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.
    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

    For more information about the system properties, see Review the system properties used by 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.