Troubleshoot ServiceNow CMDB
The connection test does not pass
Work down this table. The first two causes account for most failures.
| Cause | How to tell | Fix |
|---|---|---|
| The instance URL is not accepted | The form rejects it before any call is made | Use https://<your-instance>.service-now.com with no path, no query string and no credentials in the URL |
| The credential is wrong or expired | The test reaches ServiceNow and is refused | Re-enter it. For OAuth, confirm the client is still active in ServiceNow |
| Credentials filled in for more than one method | Mesh rejects the configuration | Clear every field except the method you selected |
| The account cannot read the tables | The test fails, or passes while collection returns little or nothing. ServiceNow returns an empty result rather than an error for some access denials | Give the account read access to the tables listed in Step 6 |
| ServiceNow is unreachable from Mesh | The test times out | Check whether your instance restricts access by IP address |
For either OAuth mode, the most common cause is a client that was deactivated or had its secret rotated in ServiceNow. Confirm the client is active before re-entering anything in Mesh.
No data arrives after setup
| Check | What it means |
|---|---|
| Has the first collection finished? | The first run reads your whole CMDB and can take hours |
| Is the entity set selected? | Anything cleared in Entity sets is not read at all |
| Can the account read that table? | Read access is per table in ServiceNow. Missing access on one table affects only that data |
Open Settings → Data source syncs to see each run, what it collected and whether it failed. See Data source synchronizations.
Some records are missing detail
Records are read once and then only when they change. A record that has not changed since Mesh first read it keeps the detail it had at that time.
If a group of records is missing a field that newer records have, contact Axiad — a one-off refresh may be needed.
Software or machines look incomplete
| Symptom | Likely reason |
|---|---|
| A machine has no manufacturer or location | Those fields are empty in ServiceNow for that record |
| Software shows no publisher or version | The software model in ServiceNow does not carry them |
| A certificate has no owner | No owner is set on the ServiceNow record |
Mesh reports what your CMDB holds. Where ServiceNow has no value, Mesh shows none rather than guessing.
Changing the instance URL
The instance URL identifies where everything came from. To point Mesh at a different instance, add a new connector rather than editing this one.
Contact Axiad
If a collection keeps failing after you have worked through this page, raise it with Axiad — through your account team or the support contact in your agreement. See Contacting Axiad.
Include:
| Include | Where to find it |
|---|---|
| The connector name | Settings → Connectors |
| The time of a failed run, in UTC | Settings → Data source syncs |
| The status and reason shown | The expanded row in Settings → Data source syncs |
| Which authentication method you used | Your connector configuration |