Troubleshooting

After navigating to Applications > Configuration > Settings, the PeopleSoft application configuration settings are displayed in IdentityIQ for ServiceNow Service Desk.

Resolution: Perform the following steps:

1. In the application debug page search for the following entry key:

   <entry key="templateApplication" value="PeopleSoft Template"/>

2. Replace the value of templateApplication parameter to ServiceNow Service Desk as follows:

   <entry key="templateApplication" value="ServiceNow Service Desk"/>

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 the StringEscapeUtils string in the application debug page as follows:

<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" />

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

The API request quota is exceeded. Status: 429

Resolution: Increase the value of the Retry Count and Retry After parameters for ServiceNow Service Desk 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"/>

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