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.
Error: Ticket creation fails because the request includes escape characters (\\)
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 $.body
Resolution: Edit the Body attribute by replacing the existing text with:
#foreach($req in $plan.requests) #if($req.operation == 'Create') Create Account on application $req.resource #else For $req.id in application $req.resource #end #if($req.items) $newline #foreach($item in $req.items) #if ($item.name == '*disabled*' && $item.value == 'true') Disable Account. $newline #elseif ($item.name == '*disabled*' && $item.value == 'false') Enable Account. $newline #elseif ($item.name == '*locked*' && $item.value == 'false') Unlock Account. $newline #else $!item.Operation $item.name: $$StringEscapeUtils.escapeJava ($StringEscapeUtils.escapeJava($item.value.toString())) $newline #end #end #else $newline $!req.Operation Account #end $newline #end" />
Error: The Create Ticket or Check Status operations fail and the system produces an HTTP 429 response
Creating a ticket or checking the status of a ticket fail due to a rate limit. The system produces the following message:
Status: HTTP 429 Too Many Requests
Resolution: Increase the value of the Retry Count and Retry After parameters for the Zendesk 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.
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.