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.

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 a member on Jira Service Desk.

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 Server 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.

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.