Troubleshooting
If you encounter any of the following issues or errors, SailPoint recommends that you follow the guidance provided below to resolve the error before contacting SailPoint Support.
Error: A message appears if provisioning status map is not defined
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 –
Error: A message appears when a user who is not a Jira member tries to create a ticket
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 a member on Jira Service Desk.