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 ‘incident’ ticket type.
Resolution: Map the Ticket system status to IdentityIQ status in the IdentityIQForBMCHelixITSMServiceDesk.xml file and perform the operation.
The following error message appears if the TitleInstanceID for the given Service Request Definition (SRD) does not exist:
sailpoint.connector.ConnectorException: [ ConnectorException ] [ Error details ] Request execution failed. [{"messageType":"ERROR","messageText":"No item matches filter conditions --\nthis operation has been defined so that \"No Match\" generates an error.","messageAppendedText":null,"messageNumber":380}]. Status: 500
Resolution:Provide the correct value of TitleInstanceID for the given Service Request Definition (SRD) in the service desk application, on the IdentityIQ side.
The Following Error Message Appears if you switch Ticket Type from DWPService Request to Incident/Change Request/Service Request or vice-versa:
Response Status : 302
Error Message : Not able to parse the Authorization Header.
Resolution: Using the debug page, remove the OauthInfo entry.
Error: Duplicate tickets are being created after 7 days
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.