Troubleshooting

After go 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 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" />

Ticket creation fails because Access Request comments contains special characters. The system produces the following error message:

sailpoint.connector.InvalidRequestException: [ InvalidRequestException ] [ Error details ] Invalid request received to IT Service Desk System. Status: 400, Output: {"error":{"message":"Exception while reading request","detail":"The payload is not valid JSON."},"status":"failure"}

OR

sailpoint.connector.InvalidRequestException: [ InvalidRequestException ] [ Error details ] Invalid request received to IT Service Desk System. Status: 400, Output: {&quot;error&quot;:{&quot;message&quot;:&quot;Exception while reading request&quot;,&quot;detail&quot;:&quot;The payload is not valid JSON.&quot;},&quot;status&quot;:&quot;failure&quot;}

Resolution: When the ticketType is serviceRequest then update the value of the description attribute by using StringEscapeUtils through the application debug page as shown below in bold:

#if($request.operation == 'Create') Create Account on application $request.resource #else For $request.id in application $request.resource #end #if ($request.items) $newline #foreach ($item in $request.items) #if ($item.name == '*disabled*' &amp;&amp; $item.value == 'true') Requested action from SailPoint : Disable Account #if ($request.arguments.comments), Comments : $StringEscapeUtils.escapeJava($StringEscapeUtils.escapeJava($request.arguments.comments.toString())) #end $newline #elseif ($item.name == '*disabled*' &amp;&amp; $item.value == 'false') Requested action from SailPoint : Enable Account #if ($request.arguments.comments), Comments : $StringEscapeUtils.escapeJava($StringEscapeUtils.escapeJava($request.arguments.comments.toString())) #end $newline #elseif ($item.name == '*locked*' &amp;&amp; $item.value == 'false') Requested action from SailPoint : Unlock Account #if ($request.arguments.comments), Comments : $StringEscapeUtils.escapeJava($StringEscapeUtils.escapeJava($request.arguments.comments.toString())) #end $newline #else $!item.Operation $item.name: $item.value #if ($item.arguments.comments), Comment from SailPoint : $StringEscapeUtils.escapeJava($StringEscapeUtils.escapeJava($item.arguments.comments.toString())) #end $newline #end #end #else $newline $!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"/>

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.