# SailPoint BMC Remedyforce Documentation > BMC Remedyforce Documentation # Documentation # Connecting SailPoint and BMC Remedyforce To connect SailPoint with BMC Remedyforce, perform the following tasks: ## Adding the Source in SailPoint To connect to SailPoint, perform the following steps. Once the connection is made, you can configure it to meet your company's needs. > [!IMPORTANT] > > By default, the provisioning feature is **disabled**, and the connector only supports read-only operations. To support provisioning operations, you must manually enable the feature in the source configuration. **To configure a new source:** 1. Sign in to SailPoint. 2. Go to **Admin \> Connections \> Sources**. 3. Select **Create New**. 4. Search for the connector by entering the name in the search box, and then select **Configure**. 5. In the **Source Name** field, enter a unique and descriptive name for your source. Source names cannot exceed 128 characters. 6. In the **Description** field, provide additional details about the source to help distinguish it from similar sources. This field allows a maximum of 2,000 characters. 7. In the **Source Owner** field, begin typing the name of an owner. Matches appear after you type two or more letters. For more information, refer to [Assigning a Source Owner](). 8. Under **Connection Type**, select **Direct Connection** or **Flat File**. - **Direct Connection** - A direct connection fetches data from the **Virtual Appliance Cluster** you choose as the application connector for the source. A direct connection configuration allows for real-time updates. For more information about configuring and deploying virtual appliances, refer to the [Virtual Appliance Reference Guide](). - **Flat File** - Select the flat file if no connector is available, or if another system restricts the connection. This option allows only reading and aggregating data as a generic/delimited application. Provisioning activity is unsupported, and additional configuration pages like connection settings and aggregation settings are unavailable. 9. If you selected **Direct Connection**, in **Virtual Appliance Cluster**, select the virtual appliance cluster that will be used as the application connector for the source. 10. (Optional) Select a governance group to grant its members [source]() or [role]() sub-admin level oversight of the source and its access. For more information, refer to [Creating and Managing Governance Groups](). 11. If this source represents a primary system containing your organization's personnel records, select the **Authoritative Source** checkbox. For more information, refer to [Creating Identity Profiles](). 12. Select **Continue**. The source is created, and you are navigated to the **Source Setup \> Base Configuration** page. Continue to configure your connected source there. ## Base Configuration Provide the base configuration parameters. Information you entered in the Create New Source dialog is automatically entered into the fields in the Base Configuration page. You can edit this information if necessary. 1. Enter a unique name and description for the source. 2. In the **Source Owner** dropdown list, select the identity that owns this source. - To find a source owner, begin entering their name. 3. In the **Virtual Appliance Cluster** dropdown list, select the virtual appliance to use when communicating with your organization's systems. For more information, refer to [SailPoint Virtual Appliances](). 4. (Optional) If enabled for your organization, select the **Use a Credential Provider** checkbox to manage the source's authentication using a credential provider. > **Note** > > To add a credential provider, go to **Admin \> Connections \> Credential Providers**. For more information about credential providers, refer to [Credential Providers](). 5. Configure the authentication to allow SailPoint to connect to the source. Refer to [Connection Settings](<#connection-settings>) for more information. 6. (Optional) In the **Governance Group for Source Management** dropdown list, select a governance group to associate with this source. For more information about governance groups, refer to [Associating Governance Groups with a Source](). 7. (Optional) Choose whether to enable or disable provisioning for the source. Provisioning is disabled by default. - **Enable Provisioning** - Set the toggle to **Enabled** to allow the source to create, update, and deactivate accounts in the connected source system. - **Disable Provisioning** - Set the toggle to **Disabled** to disable provisioning for the source. Disabling provisioning will prevent the creation, updating, or deactivating of accounts on this source. 8. Select **Save**. ## Connection Settings This section contains the information used to connect and interact with the application. > [!NOTE] > > **Screenshot** > > [![Connection Settings]()]() 1. Specify the **Connection Timeout** value in minutes. The default is One minute. 2. Enter the fully qualified **Salesforce URL** to the root of the remedyforce server. For example: `http://login.salesforce.com/services/Soap/u/26.0/` > **Note** > > The connector will always use the version from the stub jar of Salesforce which is 33.0. To find the URL of your site: a. Sign in to `login.salesforce.com` and select **Setup**. b. Select **Develop** to expand it, and then select **API**. c. In the main frame, under Partner WSDL, select **Generate Partner WSDL**. The file opens in a new tab and the URL is located under the SforceService service name. 3. Enter the **Service Account** used to connect to BMC Remedyforce. It's typically in an email format. For example, `user@domain.com` 4. Enter the BMC Remedyforce administrator **Password** to connect. > **Note** > > You must append your security token to the end of your password in this field. For example, if your password is `mypassword` and your token is `xxxxxxxxx`, you would enter `mypasswordxxxxxxxxx` in the **Password** field. ## Aggregation Settings For more information about aggregation, refer to [Loading Account Data](). > [!NOTE] > > **Screenshot** > > [![Aggregation Settings]()]() > > [![Aggregation Settings]()]() 1. Enable the option to **Exclude Disabled Accounts** if you only want to aggregate active accounts. 2. Use **Search Query For Users** and **Search Query For Profiles** to limit the number of users and profiles retrieved during aggregation. For example, limit the users by department or profiles by user type. ## Review and Test Perform a test to confirm the connection to SailPoint. 1. Go to **Review and Test**. 2. Confirm that the entries in each field are correct. If you note any mistakes, return to the section and make corrections. 3. Select **Test Connection**. ## SailPoint Application Onboarding SailPoint application onboarding enables you to easily onboard new applications and create sources following the successful onboarding of a discovery source. To use this feature, continue to **Discovered Applications** in the SailPoint user interface. For more information, refer to [Application Onboarding]() in the SailPoint SaaS documentation. # Integrating SailPoint with BMC Remedyforce The SailPoint BMC Remedyforce source has been extended and tested to support the BMC Helix platform. The information contained in this guide can be used while working with either of these target systems. SailPoint's BMC Remedyforce and BMC Helix sources offer a complete access management of accounts and groups contained in a BMC Remedy action request system. If you have user accounts in BMC Remedyforce that you want to load into SailPoint, you can create a direct connect source for BMC Remedyforce and load that data into your system. To manage that data, either create an identity profile based on the source or verify that the accounts you load are correlated to an existing identity. For more information about identity profiles and correlation, refer to [SailPoint Identity Services](). > [!NOTE] > > To configure a BMC Remedyforce source for provisioning, follow the instructions in this guide. If further assistance is required, you may work with [Support](). > [!NOTE] > > To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the [SaaS Release Notes]() page. ## Supported Features > [!NOTE] > > Before you can use any item marked with an asterisk (\*), SailPoint must activate the feature for your site. SailPoint's BMC Remedyforce source supports the following features: - Load and \*provision Remedyforce Accounts - \*Access Certifications (certification of entitlements connected to accounts) - \*Password management For more information on features, refer to [Source Features](). ### Direct Permissions The BMC RemedyForce source supports reading direct permissions for Group Profiles. Perform the following steps to enable direct permissions: 1. Use the [listSources]() API to get the source ID for your source. 2. Use the [listSchemas]() API to get the schema ID for the account or group schema for which you want to enable direct permissions. 3. Use the [updateSchema]() API and enter the following content in the body. Method: PATCH ```text URI: /beta/sources//schemas/ { "op": "replace", "path": "/includePermissions", "value": true } ``` 4. Execute the entitlement aggregation to fetch the Direct Permissions associated to the corresponding Group Profile. By default, the Direct Permissions feature is not enabled on the source. You must enable it explicitly. ### Password Management If Password Management is enabled for your organization, you can change the password for a user of the source. After enabling password management on the source, be aware of the following: - The password policy defined in SailPoint applies to accounts on this source. - If you change the password for an application connected to this source, the change will automatically be made to the source itself. For more information on configuring password management, refer to [Password Management Overview](). ## Prerequisites - Configure at least one virtual appliance cluster and successfully test the connection. For more information, refer to the [Virtual Appliance Reference Guide](). # Provisioning The BMC Remedyforce connector supports provisioning, allowing you to create and manage accounts and entitlements in BMC Remedyforce directly from SailPoint. **Prerequisite:** Your system is configured for provisioning. When SailPoint provisions new accounts to the source, it uses the attributes on the **Create Account** page as instructions or a template for what to include in the account. This page is also referred to as the *provisioning policy*. When new access is granted on a source where a user does not already have an account, SailPoint automatically includes account creation in the provisioning. This applies whether provisioning is started from an access request or from an automated role or lifecycle state assignment. For direct-connect sources, SailPoint automatically creates the account from this configuration. If the source is not configured as a direct-connect source, SailPoint creates and assigns a provisioning task to the source owner and includes the values for the source owner to use in manually creating the account. > [!IMPORTANT] > > This section describes the default **Create Account** configuration. SailPoint recommends that you work with Services to define a provisioning configuration specific to your company's needs. Be sure to verify large changes to the provisioning policy before implementation. Failure to do so might cause provisioning to fail. ## Default Create Account Attributes | Account Attribute | Description | | --- | --- | | Alias | 8 character alias, which is required. By default, it generates a value based on lastname and firstname in the field's inline script. It takes the first 7 characters from the last name and prefixes it with the first character of the first name. | | IsActive | Defaults to true. | | Username | Defaults to the identity's user name. | | Email | Defaults to the identity's email address. | | FirstName | Defaults to the identity's first name. | | Lastname | Defaults to the identity's last name | | CommunityNickname | Defaults to the identity's full name. | | TimeZoneSidKey | The timezone of the user. It uses a display name that is defined by Salesforce. Only a few timezones are defined in the policy drop down and this needs to be customized for each customer. Defaults to America/Los\_Angeles. | | LocaleSidKey | This is the user's locale. Defaults to UTF-8. | | Email EncodingKey | There are several selections to choose from in the web interface, and these can be customized. Defaults to UTF-8. | | LanguageLocaleKey | There are several selections to choose from in the web interface, and these can be customized. Defaults to en\_US. | > [!NOTE] > > You can also schedule regular aggregations. For more information, refer to [Scheduling Recurring Aggregations](). > [!NOTE] > > To add user-friendly definitions for entitlements on direct connect sources, refer to [Managing Entitlements](). # Schema Reference The application schema is used to configure the objects returned from a connector. > [!NOTE] > > - The **Account Schema** tab is used to define the attributes for each object type in the application being configured. The schema attributes can be defined as **Entitlement** or **Multi-Valued**. Refer to [Managing Source Account Schemas]() for more information. > - The schema attributes that are not present by [default](<#default-account-schema>) must be defined as strings if not specified. The BMC Remedyforce connector uses the following default correlation and object configurations. ## Default Account Schema Each source supports a variety of details, or attributes, about each user who has an account, such as their name, email address, manager name, and location. The set of account attributes each source stores and how they're organized is known as the account's *schema*. To best represent your data, you can configure sources to use an account schema matching the one you use in the external connector. Refer to [Managing Source Account Schemas]() for more information. ### Default Account ID SailPoint requires that certain attributes remain in your configuration. These attributes are referred to as *account IDs*. > [!CAUTION] > > Changing the attribute marked as the account ID after aggregating accounts can result in duplicate accounts being created. To avoid this, either reset the accounts on this source before editing the account ID attribute or edit the account ID attribute before aggregating accounts. > > To resolve issues caused by changing account IDs, reconfigure them to their default values. The following table lists the default account IDs for this connector: | Account ID | Schema Object Type | | --- | --- | | Id | Account | | Id | Group | ### Default Account Attributes The BMC Remedyforce connector supports the following default account schema attributes and customer configurable attributes. The attributes must be defined as strings if not specified. The BMC Remedyforce source returns several attributes falling into two categories. The first are general attributes such as name, city, and state. Additionally, there are entitlement attributes that specify user level access granted to BMC Remedyforce. > [!IMPORTANT] > > The following attribute must be added manually when upgrading from any version below 7.0 to version 8.1. > > **PermissionSet** > > The Entitlement and Managed System property must be enabled and the PermissionSet assigned to a user. PermissionSet contains settings and permissions which control the users action. The available permission depends on which user license is selected. User can have multiple permission sets. > [!NOTE] > > The ProfileId and UserRoleId fields are required in the schema to fetch the ProfileName and userRoleName respectively. If the ProfileId or UserRoleId is removed then profile name and user role name will not be fetched. | Attribute Name | Description | | --- | --- | | UserName | By default, this attribute is the connector's default display name attribute. It's typically in an email type format. For example, `denise.hunt@demoexample.com` | | Id | This attribute is the connector default internal Salesforce ID. For example, 005A00000014ySyIXX. This is an Account ID which must not be changed. | | Name | The user's full name. | | FirstName | The user's first name. | | LastName | The user's last name. | | Alias | The user's assigned alias. | | City | The user's city. | | CommunityNickname | The Display Names for the user's online communities. | | CallCenterId | The user's call center. | | CompanyName | The user's company name. | | Country | The user's country. | | Department | The user's department. | | Email | The user's Email address. | | Division | The user's division. | | EmployeeNumber | The user's employee number. | | Extension | The user's telephone extension. | | Fax | The user's fax number. | | IsActive | A flag that indicates if the user is active in Salesforce. **False** indicates disabled. | | EmailEncodingKey | Encoding that should be used during email communications. | | ProfileId | The ID of the profile assigned to a user. Profiles contain settings and permissions which control what users can do. The available profiles depend on which user license is selected. | | ProfileName | The name of the profile assigned to a user. Profiles contain settings and permissions which control what users can do. The available profiles depend on which user license is selected. | | UserRoleId | The user role's Id. | | UserRoleName | The user role's name. | | PublicGroups | Public groups are the entitlements for the user. | | UserPermissionsMarketingUser | Maps to the Marketing User Flag. | | UserPermissionsMobileUser | Maps to the Mobile User Flag. | | UserPermissionsOfflineUser | Maps to the Offline user Flag. | | Phone | The user's phone number. | | ReceivesAdminInfoEmails | Receives the remedyforce.com administrator newsletter. | | UserType | The type of user. | | UserPermissionsSFContentUser | Maps to the Sales Anywhere User. | | ReceivesInfoEmails | Receives the remedyforce.com newsletter. | | State | The user's state. | | Title | The user's title. | ### Custom Attributes Configure the connector to include custom attributes from the source in account aggregation processes. To include additional custom attributes in the account aggregation processes, add the attribute name to the account schema exactly as it is configured in the source schema. | Attribute Name | Description | | --- | --- | | BMCServiceDesk\_\_IsStaffUser\_\_c | Maps to the BMC ServiceDesk Staff. | | BMCServiceDesk\_\_Remedyforce\_Knowledge\_User\_\_c | Maps to the Remedyforce Knowledge User. | | BMCServiceDesk\_\_Account\_Name\_\_c | Maps to the Account Name. | | BMCServiceDesk\_\_remarks\_\_c | Maps to the Remarks. | | BMCServiceDesk\_\_IsOutOfOffice\_\_c | Maps to Out of Office. | | BMCServiceDesk\_\_ContactId\_\_c | Maps to Contact Id | | BMCServiceDesk\_\_Account\_ID\_\_c | Maps to the Account ID. | | BMCServiceDesk\_\_FPLoginID\_\_c | Maps to the FootPrints Login ID. | | BMCServiceDesk\_\_Room\_\_c | Maps to the Room attribute. | The BMC Remedyforce source supports aggregating custom attributes present on the user object. The custom attributes added in the BMC Remedyforce user schema must have `__c` appended to the attribute names created in BMC Remedyforce. For example, if you added **EMP\_DEPARTMENT** in the user entity on the BMC Remedyforce system, you would add **EMP\_DEPARTMENT\_\_\_c** in the BMC Remedyforce user schema. The custom attributes can also be updated. ## Default Entitlement Attributes Entitlement attributes define the entitlements, such as groups or roles, that can be assigned to the managed system's user accounts. Refer to [Managing Entitlements]() for more information. > [!CAUTION] > > Changing the attribute marked as the Entitlement ID after aggregating accounts or entitlements can result in duplicate entitlements being created, or access profiles and roles breaking. To avoid this, edit the entitlement schema before performing any aggregations. ### Default Profile Attributes The BMC Remedyforce connector also supports groups. The following attributes must be configured on the managed system and in the SailPoint source schema to manage groups. Profiles are aggregated during account group aggregation. These are the attributes returned by group aggregation. | Attribute Name | Description | | --- | --- | | Id | The internal id for this group. For example, `00eA0000000OoP6IAK` | | Name | The friendly name assigned to the profile. For example, `Force.com - Free User`. It has to be unique as it is used as the identity and display attribute by default. | | UserType | The profile type, even though the attribute name would indicate a user. | | Description | The description for the profiles. | | UserLicense | The user's license. | #### DirectPermissions The source reads the permissions assigned to a profile using the `remedyforce.com api`. To get the permissions, the source queries the service to describe the profile object. In the returned attribute, all of the permissions contained by a group are prefixed with Permissions and camel cases of the permission so the right and target are separated by the camel case convention. For example, `PermissionsEditTask` or `PermissionsTransferAnyEntity`. These are broken down into a Permission attribute per prefixed-attribute. # Enable Connector Logging This topic provides the steps needed to enable logging on SailPoint using REST APIs. > [!NOTE] > > This topic only applies to VA-based integrations. > [!NOTE] > > The examples provided might not match your configuration. Use the logging levels and logging classes reference at the bottom of the topic to configure your API responses to match your connector. This process is broken up into four steps: 1. Identify the Virtual Appliance (VA) cluster on which you want to enable logging. 2. Get the logging configuration for the existing VA cluster. 3. Update the VA cluster to enable logging levels. 4. Observe logging changes to the logging levels. ### Identify the Virtual Appliance Cluster Select the VA on which you need to enable logging using REST API. If you already know the VA application's `id`, proceed to [Get the Logging Configuration](<#get-the-logging-configuration>). 1. Make the following call to the REST API to return a list of available VA clusters: GET /v3/managed-clusters The REST API returns a response that looks similar to the following: ```json [ { "id": "2c9180866166b5b0016167c32ef31a66", "name": "Development Cluster", "description": "Development Cluster", "clientType": "CCG", "ccgVersion": "373_535_70.2.0", "pinnedConfig": true, "logConfiguration": null }, { "id": "2c9180846a93ce60016ab29f039944de", "name": "Cloud Cluster", "description": "Cloud Cluster", "clientType": "CCG", "ccgVersion": "373_535_70.2.0", "pinnedConfig": true, "logConfiguration": { "clientId": null, "durationMinutes": 60, "expiration": "2020-12-15T19:13:36.079Z", "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } } ] ``` > **Note** > > The previous example code shows two VA clusters. One VA cluster has a log configuration and the other does not (refer to the `logConfiguration` value in each returned VA cluster). This is because one of the clusters already has logging enabled. This is just an example configuration, and your environment may not have logging enabled on a cluster. 2. Identify the VA cluster that you want to enable logging on by its name or description and record its `id` attribute. ### Get the Logging Configuration Get your selected VA's cluster logging configuration and identify the values you need to update. 1. Make the following call to the REST API to return the VA cluster's logging configuration. Replace `{id}` with the VA cluster's `id` attribute value recorded earlier. GET /v3/managed-clusters/{id}/log-config - If the VA doesn't have a logging configuration currently set, it returns `204 No Content` as a response. - If the VA has an existing logging configuration, it returns something similar to the following: ```json { "clientId": null, "durationMinutes": 60, "expiration": "2020-12-15T19:13:36.079Z", "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } ``` You'll need to configure the following information in the response: - `durationMinutes` is the number of minutes logging should remain enabled. - `rootLevel` is the default level for all logs. For more information, refer to [Logging Levels](<#logging-levels>). - `logLevels` is a map object with logging classes as keys and logging levels as values. - For keys, refer to [Logging Classes](<#logging-classes>) for commonly used logging classes. - For a list of available values, refer to [Logging Levels](<#logging-levels>). ### Update Logging Configuration Update the VA cluster configuration returned by the REST API to update the logging settings as needed. 1. Make the following call to the REST API to update the VA cluster's logging configuration. Replace `{id}` with the VA cluster's `id` attribute value recorded earlier. PUT /v3/managed-clusters/{id}/log-config 2. Submit your configuration changes to the REST API in a JSON body. - If the VA cluster did not already have a logging configuration and you received a `204 No Content` response, you can create a new one. - If the VA returned a configuration, you can edit it to include the changes. The JSON body should be as follows: ```json { "durationMinutes": 60, "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } ``` Consider the following as you edit the JSON: - `durationMinutes` is the number of minutes logging should remain enabled. - `rootLevel` is the default level for all logs. For more information, refer to [Logging Levels](<#logging-levels>). - `logLevels` is a map object with logging classes as keys and logging levels as values. - For keys, refer to [Logging Classes](<#logging-classes>) for commonly used logging classes. - For a list of available values, refer to [Logging Levels](<#logging-levels>). If the update was successful, the REST API should return a response similar to the following: ```json { "clientId": null, "durationMinutes": 60, "expiration": "2020-12-15T19:13:36.079Z", "rootLevel": "DEBUG", "logLevels": { "sailpoint.connector.ADLDAPConnector": "DEBUG" } } ``` ### Observe Logging Changes Approximately five minutes after you update the configuration, the VA cluster starts generating log files you can review. You can view the log files in **ccg.log**. ### References The tables in this reference section list information that can be helpful when creating the JSON body you'll use to configure the VA cluster's configuration file. #### Logging Levels | Logging Level | Description | | --- | --- | | ERROR | Designates error events that might still allow the connector to continue. | | WARN | Designates potentially harmful situations. | | INFO | Designates information messages that highlight process at a coarse-grain level. | | DEBUG | Very verbose. Fine grain logging levels used for development and debugging. | | TRACE | Most verbose. Finer grain logging levels than debugging. | #### Logging Classes | Connector | Logging Class | | --- | --- | | Active Directory | sailpoint.connector.ADLDAPConnector sailpoint.connector.LDAPConnector | | AIX | openconnector.connector.unix.AIXConnector openconnector.connector.unix.UnixConnector | | Amazon Web Services | logger.aws.name=openconnector.connector.aws logger.aws.level=trace logger.aws.additivity = false logger.aws.appenderRef.rolling.ref = STDOUT | | Atlassian Suite Cloud | sailpoint.connector.OpenConnectorAdapter openconnector.connector.atlassian.AtlassianConnector | | Atlassian Data Center | sailpoint.connector.OpenConnectorAdapter openconnector.connector.atlassian.AtlassianDataCenterConnector | | Microsoft Entra ID | sailpoint.connector.AzureADConnector | | Box | openconnector.connector.BoxNetConnector sailpoint.connector.OpenConnectorAdapter | | Cerner | openconnector.connector.CernerConnector sailpoint.connector.OpenConnectorAdapter | | Delimited File | logger.DelimitedFileConnector.name = sailpoint.connector.DelimitedFileConnector logger.DelimitedFileConnector.level = debug logger.DelimitedFileConnector.additivity = false logger.DelimitedFileConnector.appenderRef.rolling.ref = STDOUT | | Dropbox | openconnector.connector.DropBoxConnector sailpoint.connector.OpenConnectorAdapter | | Epic | openconnector.connector.EPICConnector sailpoint.connector.OpenConnectorAdapter | | GE Centricity | openconnector.connector.GECentricity sailpoint.connector.OpenConnectorAdapter | | Google Apps / G Suite | openconnector.connector.GoogleAppsDirect sailpoint.connector.OpenConnectorAdapter | | IBM i | openconnector.connector.IBMiConnector | | Lotus Domino | sailpoint.connector.LotusDomino | | JDBC | sailpoint.connector.JDBCConnector | | Sun One LDAP | sailpoint.connector.LDAPConnector | | Linux | openconnector.connector.unix.LinuxConnector sailpoint.connector.OpenConnectorAdapter sailpoint.connector.UnixConnector | | Microsoft Office365 | sailpoint.connector.Office365Connector | | Microsoft SQL Server | sailpoint.connector.mssql.serviceimpl.MSSQLServerConnectorV2 | | Okta | logger.openconnector.name = openconnector.connector.okta.OktaConnector logger.openconnector.level = debug logger.openconnector.additivity = false logger.openconnector.appenderRef.rolling.ref = STDOUT | | Oracle Database | sailpoint.connector.OracleDBConnector sailpoint.connector.JDBCConnector | | Oracle E-Business | sailpoint.connector.OracleEBSConnector sailpoint.connector.JDBCConnector | | Oracle Fusion HCM | openconnector.connector.oraclefusionhcm.OracleFusionHCMConnector sailpoint.connector.OpenConnectorAdapter | | Oracle HCM Cloud | sailpoint.connector.oraclehcmcloud.OracleHCMCloudConnector | | Oracle HRMS | sailpoint.connector.OracleAppsHRMSConnector sailpoint.connector.JDBCConnector | | Oracle Netsuite | openconnector.connector.netsuite.NetsuiteConnector | | PeopleSoft ERP | openconnector.connector.PeopleSoftConnector sailpoint.connector.OpenConnectorAdapter | | PeopleSoft HRMS | sailpoint.connector.PeopleSoftHRMSConnector | | RemedyForce | sailpoint.connector.ForceConnector | | RSA Authentication Manager | openconnector.connector.RSAConnector openconnector.connector.rsa.RSAHTTPClient sailpoint.connector.OpenConnectorAdapter | | Salesforce | sailpoint.connector.ForceConnector | | SAP Concur | openconnector.connector.sapconcur.SAPConcurConnector | | SAP - Direct | sailpoint.connector.SAPConnector sailpoint.connector.SAPInternalConnector | | SAP GRC | logger.SAPGRCConnector.name = sailpoint.connector.sapgrc logger.SAPGRCConnector.level = debug logger.SAPGRCConnector.additivity = false logger.SAPGRCConnector.appenderRef.rolling.ref = STDOUT | | SAP HR/HCM | sailpoint.connector.SAPHRInternalConnector | | SCIM 1.1 | openconnector.connector.SCIMConnector sailpoint.connector.OpenConnectorAdapter | | SCIM 2.0 | openconnector.connector.scim2.SCIM2Connector sailpoint.connector.OpenConnectorAdapter | | ServiceNow | openconnector.connector.servicenow.ServiceNowConnector openconnector.connector.servicenow.ServiceNowRestClient sailpoint.connector.OpenConnectorAdapter | | ServiceNow Service Desk Integration | openconnector.connector.servicedesk.ServiceNowServiceDeskConnector sailpoint.connector.OpenConnectorAdapter | | Siebel | openconnector.connector.SiebelConnector sailpoint.connector.OpenConnectorAdapter | | Snowflake | openconnector.connector.snowflake.SnowflakeConnector sailpoint.connector.OpenConnectorAdapter | | Solaris | openconnector.connector.unix.SolarisConnector openconnector.connector.unix.UnixConnector sailpoint.connector.OpenConnectorAdapter | | SuccessFactors | sailpoint.connector.SuccessFactorsConnector | | Sybase | sailpoint.connector.SybaseDirectConnector sailpoint.connector.JDBCConnector | | Webex | openconnector.connector.Webex sailpoint.connector.OpenConnectorAdapter | | Workday | openconnector.connector.WorkDay sailpoint.connector.OpenConnectorAdapter | | Workday Accounts | openconnector.connector.workdayaccounts openconnector.connector.workdayaccounts.WorkdayAccountsConnector sailpoint.connector.OpenConnectorAdapter | | Web Services | sailpoint.connector.WebServices | | XML | openconnector.connector.XMLConnector sailpoint.connector.OpenConnectorAdapter | | Yammer | openconnector.connector.YammerConnector sailpoint.connector.OpenConnectorAdapter | | Zoom | openconnector.connector.zoom.ZoomConnector sailpoint.connector.OpenConnectorAdapter | # 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. For issues or errors that are not addressed in this connector guide, refer to the following resources for troubleshooting information: - [SailPoint Identity Services Documentation]() - [SailPoint Support Knowledge Base]() - [SailPoint Developer Community]() ## Community Nickname Must Be Unique The Community nickname must be unique. ## Profile Name and User Role Name Do not add the profileId/userRoleId attribute in the create/update user policy. The code will automatically handle when the customer selects the ProfileName and UserRoleName from the **Entitlement** section. # Timeout Errors and Settings Timeout errors might occur when SailPoint is waiting for a response from the Virtual Appliance (VA). These errors are applicable to all connectors and tend to occur during the setup of sources or when sources are down. This document is designed to give specific information that can be used to resolve these errors. Each timeout attribute has a default time value that is listed in seconds or minutes. Increasing the time value may resolve the error as it will allow for longer communication time between the two systems, thus avoiding the timeout error. > [!IMPORTANT] > > Add the necessary attributes or values before performing the "replace" operation, as missing attributes will cause the operation to fail. To increase the communication time, increase the value of the appropriate timeout attribute. Then submit the change to the VA using the SailPoint REST API. > [!NOTE] > > For more information on SailPoint's REST APIs, refer to [Best Practices: REST API Authentication]() and [REST API - Update Source (Partial)]() in the SailPoint Developer Community. ### aggregateTimeout **Description:** This parameter is set for the aggregation timeout, measured in seconds. **Resolution:** Increase the `aggregateTimeout` value gradually to optimize aggregation. Start with 180, then increase to 600, 900, and finally 1800. The maximum value is 3600 seconds. For example: If your current time value is 180 seconds, update the `aggregateTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/aggregateTimeout", "value": 600 } ] ``` ### healthCheckTimeout **Description:** This parameter is set for the test connection and health check timeout. **Resolution:** The default value is 30 seconds. If the timeout error continues, increase the value in 15 second increments and try again. For example: If your current time value is 30 seconds, update the `healthCheckTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/healthCheckTimeout", "value": 45 } ] ``` ### provisioningTimeout **Description:** This parameter is set for provisioning timeout. **Resolution:** Increase the `provisioningTimeout` value gradually to optimize provisioning. Start with 180, then increase to 360, and finally 600. The maximum value is 600 seconds. For example: If your current time value is 180 seconds, update the `provisioningTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/provisioningTimeout", "value": 360 } ] ``` ### timeout **Description:** This parameter is set for pass-through authentication timeout. **Resolution:** The default value is 15 seconds. If the timeout error continues, increase this value in 15 second increments and try again. For example: If your current time value is 15 seconds, update the `timeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/timeout", "value": 30 } ] ``` ### apiTimeout **Description:** This parameter is set for API time tracking; customers can check it using an external tool. **Resolution:** The default value is 60 seconds. If the error continues, increase the value by 15 second increments and try again. For example: If your current time value is 60 seconds, update the `apiTimeout` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/apiTimeout", "value": "75" } ] ``` ### timeoutInSeconds **Description:** This parameter helps prevent the VA from waiting indefinitely for an API response, ensuring efficient handling of API requests. For example: If your current time value is 30 seconds, update the `timeoutInSeconds` attribute as follows: ```json [ { "op": "replace", "path": "/connectorAttributes/timeoutInSeconds", "value": "15" } ] ```