Troubleshooting

Ticket creation fails because the request includes escape characters (\\). The system produces the following error message:

Ticket creation failed. com.google.gson.stream.MalformedJsonException: Invalid escape sequence at line 3 column 49 path $.description

Resolution: Update the value of the description attribute by using StringEscapeUtils string in the Ticket Creation section as shown below:

#if($request.operation == 'Create') Create Account on application $request.resource #else For $request.id in application $request.resource #end #if ($request.items) $newline #foreach ($item in $request.items) #if ($item.name == '*disabled*' && $item.value == 'true') Disable Account. $newline #elseif ($item.name == '*disabled*' && $item.value == 'false') Enable Account. $newline #elseif ($item.name == '*locked*' && $item.value == 'false') Unlock Account. $newline #else $!item.Operation $item.name: $StringEscapeUtils.escapeJava($StringEscapeUtils.escapeJava($item.value.toString())) $newline #end #end #else $newline $!request.Operation Account #end

The following error message appears if the provisioning status map is not defined:

InvalidConfigurationException ] [ Error details ] SailPoint Identity Platform provisioning status is not defined against the IT Service Management status ‘Resolved’ in the check status configuration ‘statusMap’ for the ‘serviceRequest’ ticket type.

Resolution: Ensure that you configure the mapping of ticket statuses.

The following error message appears when a user who is not a Jira member tries to create a ticket:

{"errorMessage":"Your request could not be created. Please check the fields have been correctly filled in. is not a valid email address","i18nErrorMessage": {"i18nKey":"sd.validation.request.creation.failure.required.field","parameters": [" is not a valid email address"]}

Resolution: Ensure that the user requesting the ticket is present on the Atlassian Cloud Jira Service Management System.

The following error message appears when the user tries to create a ticket or check the status:

403 Forbidden with {"error": "invalid_grant", "error_description": "Unknown or invalid refresh token."

This error occurs due to the rotating refresh tokens supported by the managed system. Few scenarios where the refresh token can get invalidated are:

• Client timeout: The Jira Service Desk Integration requested a new access token using a refresh token, but the request gets invalidated because of the client timeouts or loss of a new refresh token. The service desk connector is unable to make the further request as the old token also gets invalidated.

• Multiple client applications: Multiple client applications using the same system at the same time during the testing phase.

Resolution:  To resolve the issue you must regenerate the refresh token manually using the authorization_code method. Update the application with the new refresh token. For more information, refer to OAuth 2.0 (3LO) apps.