How to get support for Service Graph Connectors built by outside vendor partnersSupport Recommendations for Partner-developed Service Graph Connectors This content is intended for ServiceNow customers seeking support for integrations to the CMDB built by 3rd parties. If the integration is an approved Service Graph Connector, you will see this logo in the listing: In order to ensure the best support experience with these integrations, we encourage you to follow this process when seeking support. Check the List of Partners Participating See the following link to the ServiceNow Store for a complete listing of partner-developed Service Graph connectors: ServiceNow Store - Partner Service Graph Integrations List of participating Partners participating and link to their certified integrations: BigFixCisco MerakiCrowdstrike FalconDynatraceForeScout CounterACTLogicMonitorQualysTanium Check the partner documentation Partners are required to submit a user guide to accompany any app or integration published in the ServiceNow Store. Each partner listing page contains an installation guide attachment, in the Supporting Links and Docs section. Ensure you have completed the configuration steps first. This typically includes configuring the authentication method, configuring connection settings, and setup of a scheduled job. The attached installation guides also include a Troubleshooting chapter containing the most commonly encountered issues. Issues with connectivity, configurations or standard troubleshooting steps should be addressed by the 3rd party vendor support. Contact Vendor for Support As part of the publishing agreement for the ServiceNow Store, 3rd party vendors are required to provide support for the apps and integrations posted to the Store. This information is included in the Support chapter of the installation guide. Since the support process varies among vendors, check the listing for the most up-to-date contact information. Note: We cannot contact the vendor directly on your behalf, you must contact 3rd party support directly. Detailed support information For detailed support information, refer to the Installation Guide, part 7, which contains Support contact and SLA for partners: Common issues encountered with Service Graph connectors The most common issues are connection issues or permissions in the 3rd party application. Examples of Service Graph connector issues you may encounter: Connectivity Server issues (timeouts and other 500 errors)Credential issues (permissions or account setup issues)Access issues (unauthorized, 400 errors)Service Interruptions Mapping issues IntegrationHub ETL setupData Source issues Deduplication issues Issues between different data sources Uncommon Issues Other errors that don't fall in the above categories These issues should be reported first to vendor support. Suggested case details Whether submitting a case to vendor support or if you are following up with ServiceNow for additional support, it is critical to include these details in the case description: Case Subject: When submitting your case in the ‘Subject line’, please add 3rd Party ServiceGraph Integration Issue: <….. your text….> Case Description: When submitting your case please provide a detailed description of the problem and the vendor/integration details. Please use this basic template when submitting your case. 3rd Party ServiceGraph Integration Issue:Vendor/Integration:Link: