Troubleshooting

The following type of error messages appear when the authorization data is not sent to HP Service Manager:

Caused by: org.apache.axis2.AxisFault: Transport error: 401 Error: Authorization Required

Resolution: Verify the procedure to configure appropriate authorization mechanism. For more information on the procedure, see Configuration Procedure.

The DTD parsing errors appear when the following JVM arguments are not defined for your application server:

• -Djavax.xml.soap.SOAPConnectionFactory=org.apache.axis2.saaj.SOAPConnectionFactoryImpl

• -Djavax.xml.soap.MessageFactory=org.apache.axis2.saaj.MessageFactoryImpl

• -Djavax.xml.soap.SOAPFactory=org.apache.axis2.saaj.SOAPFactoryImpl

Resolution: Ensure that the application is pointing to the correct java runtime (that is, 1.6) and the above mentioned JVM arguments are defined for application server.

When multiple requests are in open state and IdentityIQ tries to fetch the latest status with those requests, the following error message is displayed:

Max session exceeded error

Resolution: Perform the following:

1. Increase the shared memory in sm.ini file to twice or thrice the size.

2. Add the following attributive to sm.ini file:

   threadsperprocess:50

Resolution: Perform the following:

1. On HP Service Manager navigate to Tailoring => Web Services => Format control and search forcm3r name.

   1. Delete the following parameter line from Initialization Expressions of cm3r for HP Service Manager version 9.5 or later:

      if (jscall("ProcessDesignerEnablement.isChangeEnabled")=true and jscall("ProcessDesignerEnablement.isMigratedWorkflowUsed", "cm3r", category in $file)=false and null(completion.code in $file)) then (completion.code in $file=1)

2. Click Save.

The following error message is displayed, when performing any of the provisioning actions:

sailpoint.integration.hpservicemanager.HPServiceManagerSoapIntegration$MissingResponseElementException: Unable to find a response element matching qname {http://schemas.hp.com/SM/7}CartItemId. Check the integration config.

Resolution: Ensure that the user is present on HP Service Manager for which the ticket is being created.

When HP status and closure code are not mapped in integration configuration file, change ticket status displays pending status on IdentityIQ even when ticket is closed on HP Service Manager.

For example:

In 2016-08-02 16:52:48,870 ERROR Workflow Event Thread 1 sailpoint.integration.AbstractIntegrationExecutor:380 - Unknown request status: 1 - Successful is retryable

java.lang.Exception: Unknown request status: 1 - Successful

Resolution: Map HP status code with corresponding IdentityIQ status code in statusMap or statusMapCloserCode in Integration configuration file.

<entry key="1 - Successful "value="committed" />

When IdentityIQ access request is updated with ticket number, ticket does not exist on HP Service Manager version 9.5 or later.

Resolution: For HP Service Manager version 9.5 or later there are changes in Incident and Change configuration files. Ensure that the configuration steps mentioned in the Configuring HP Service Manager (Micro Focus) for IdentityIQ Integration for Incident and Change Requests are performed appropriately.

The Service Request ticket creation fails wit the following error message:

MissingResponseElementException: Unable to find a response element matching qname {http://schemas.hp.com/SM/7}incident.id. Check the integration config

Resolution: Ensure that all the occurrences of incident.id in HPServiceManagerIntegrationConfigForRequest.xml file have been replaced with InteractionID before importing the file.