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.

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

Resolution: Edit the Fields with Description attribute value 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"

Ticket creation fails because the user (Identity) does not have a Cherwell user’s Customer record in the CSM. The system produces the following error message:

sailpoint.connector.ConnectorException: [ ConnectorException ] [ Error details ] Request execution failed. ...,"errorMessage":"The field Incident.Customer ID must be filled in before the record can be saved.\r\nThe field Incident.Customer Display Name must be filled in before the record can be saved.","hasError":true}. Status: 500

Resolution: Ensure that the user for whom you are requesting the ticket is present on the Ivanti Cherwell Service Management System and has an associated Customer record.

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: First define the ticket system provisioning status map to the Identity Security Cloud status in Status Mapping and then, perform the operation.