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 application debug page as shown below:

<entry key="description" value="#if($request.operation == 'Create') Create Account on application $request.resource #else For $request.id in application $request.resource #end #if ($request.items) #foreach ($item in $request.items) $!item.Operation $item.name: $StringEscapeUtils.escapeJava($StringEscapeUtils.escapeJava($item.value.toString())) #end #else $!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: Define the ticket system provisioning status map to the IdentityIQ status in IdentityIQForAtlassianCloudJiraServiceDesk.xml file then perform the operation.

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.

Creating a ticket or checking the status of a ticket fail due to a rate limit. The system produces the following message:

Error code 429 - Too many requests

Resolution: Increase the value of the Retry Count and Retry After parameters for the Atlassian Cloud Jira Service Management Connector by adding the following entry keys to the application debug page:

<entry key="provisioningRateLimitRetryCount" value="5"/>

<entry key="provisioningRateLimitRetryAfterSeconds" value="30"/>

<entry key="checkStatusRateLimitRetryCount" value="5"/>

<entry key="checkStatusRateLimitRetryAfterSeconds" value="30"/>

Note
The default value settings for the Retry Count is 5 and the Retry After duration is 30 seconds.

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.

If not configured in the service desk application, the default value for the provisioningRequestExpiration attribute is 7 days.

Because of this, when the Refresh Identity Cube Task with Provision Assignments checkbox is selected and 7 days have passed, a new provisioning request is triggered, causing duplicate tickets to be created.

Resolution – In the application debug page, add the following entry key and associated value in days:

<entry key="provisioningRequestExpiration" value="30"/>

Note
While the example sets the value to 30 days, if it typically takes your organization more than 30 days to close a ticket, increase the value to suit your requirements.