This application is provided for free, with the goal of providing a convenient way to integrate with the ServiceNow platform.

Meraki Support services will help validate the expected behavior of the related APIs. That being said, please reach out to your sales rep or consulting engineer if you suspect there is an issue with the integration as well as reaching out to your ServiceNow support contact.

Troubleshooting

Important note: Follow the setup guide within the ServiceNow application and perform all the steps in the right order. Missing certian steps such as not executing the 'fix script' or 'affinity schedule' will result in errors.

The Debugging menu within the app provides various logs and shortcuts to help with troubleshooting.

Error on Import or missing data in import sets

The following errors are the result of a failed API response. This could be due to the API key not having Organization Read-only permissions.

  • Error in MerakiGetOrganization - orgStream: API Key missing access to organizations: 000_bogus_org_id_000

  • org.mozilla.javascript.JavaScriptException: java.lang.RuntimeException: com.glide.transform.transformer.exceptions.InvalidPathException: Could not find path in stream: $.*

  • org.mozilla.javascript.JavaScriptException: java.lang.RuntimeException: com.glide.transform.transformer.exceptions.InvalidStructureException: JsonStreamParser[0]: JSON must be an object or an array: '<'

Solution

  • Verify user / API key permissions
  • Test each of the API calls used for this application to determine which one is failing

Receiving Invalid API key error even when the API key is correct and verified

An “Invalid API key” error may occur even when the API key is correct due to the following reasons:

  • One or more organizations do not have the required access for the configured API key.

  • There may be IP restrictions in the Meraki Dashboard or firewall policies blocking the ServiceNow instance from accessing the API.

  • The system property x_caci_sg_meraki.organization_ids_to_import may have duplicate organization IDs or formatting errors. Troubleshooting steps:

  • Verify user/API key permissions for all organizations.

  • Ensure no IP restrictions are set in Meraki Dashboard under Organization > Configure > Settings > Login IP ranges.

  • Check for duplicate or poorly formatted organization IDs in the system property x_caci_sg_meraki.organization_ids_to_import. Remove duplicates and spaces. If issues persist, try generating a new API key.

Some organizations are missing OR error 'No Record exists in Meraki Credential Affinity table'

The purpose of the Affinity Sync job is to maintain a mapping between API keys and organizations, which helps avoid repeated authentication checks. If a certain organization ID is missing or not being pulled in your tables, check if the organization ID is present in the Affinity table. Within the setup guide for the Meraki ServiceGraph connector, go to "Configure the Affinity Refresh scheduled job" and run the Affinity job.

What could cause receiving 429 errors during imports in the Meraki ServiceNow Graph Connector?

Error 429 indicates rate limiting—too many API calls per second to the Meraki API. This can happen if multiple applications are using the same API key or making concurrent requests.

To mitigate:

  • Change the time when the Meraki scheduled import runs in ServiceNow.
  • Navigate to Meraki > Import Schedules.
  • Open the SG-Meraki Devices import schedule and update the time field.
  • Check recent API activity in the Meraki Dashboard to see if the rate limit is being shared with other applications.

How to update CI class mappings for device models?

The following steps will help you map Meraki devices to CI class in ServiceNow :

Prerequisite: Before performing any steps make sure your application scope is "Service Graph Connector for Meraki". Make sure you have the “cmdb_inst_admin” or “admin” role.

  • Navigate to IntegrationHub ETL from Application Navigator
  • Open SG-Meraki Devices record.
  • Select "CMDB Classes to Map Source Data” under "Map Data to CMDB and Add Relationships"
  • Select the Class to be Modified and click Edit Class.
  • Add condition in the condition builder so that it contains “If u_model starts with MR OR u_model starts with CW Then Class is Wireless Access Point” and save.

Unable to receive Alert

To quickly test the various Alerts, use the Postman Collection to simulate webhook payloads. Update the {{webhook-url}} with your alert service URL provided via the guided setup. - See How it works for details

Webhook Postman Collection

Uninstall

To uninstall the Meraki ServiceNow Graph Connector:

  • Navigate to System Definition > Plugins.
  • Search for "Meraki".
  • Click the three dots in the top right and select Uninstall. Note: Uninstalling the application does not remove imported data.To remove imported data, query the CMDB for records where the Discovery Source is “SG-Meraki” and delete as needed.

To remove the application from your instance, please follow the official ServiceNow Documentation