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.

For issues or errors that are not addressed in this connector guide, refer to the following resources for troubleshooting information:

Debug Logs

For information about managing additional source settings, including debug logging and downloading connector logs, refer to Managing Additional Settings.

Test connection fails

Resolution: Verify the Jenkins URL, User Id, API Token, TLS trust, and network access from SailPoint to your Jenkins endpoint. If a firewall limits access to Jenkins, confirm the SailPoint source IP addresses are on the allow list. Refer to Prerequisites. When Open Source Jenkins is disabled, confirm the Operations Center context path is a single path segment (for example cjoc) and not a full URL. Confirm the API token is valid and the integration account has permission to call the Jenkins REST APIs (including whoAmI).

Dataset aggregation returns no data

Resolution: Confirm dataset aggregations are started or scheduled under Dataset Management for jenkins:credentials, jenkins:controllers, and jenkins:pipelines. Verify the integration account can read the system credentials store, Operations Center managed controller catalog (when applicable), and job tree APIs on each target Jenkins instance.

Dataset aggregation fails or times out

Resolution: On large CloudBees Jenkins Operations Center deployments, aggregation may take longer to complete across managed controllers. If aggregation fails with command invocation expired, retry during a maintenance window, reduce concurrent load on the Jenkins controllers, or contact SailPoint Support with connector debug logging enabled.

Pipelines or credentials missing from managed controllers

Resolution: Verify Operations Center context path and that the integration account can reach each managed controller's credentials store and job tree. Confirm pipeline identities include the controller scope prefix (for example kaizen/job-name) where your deployment uses shared job names across CJOC and controllers.

Jenkins returned HTML instead of JSON

Resolution: This usually indicates an incorrect Jenkins URL or Operations Center context path, or a redirect to a login page. Verify the URL your administrators publish for API access and that the integration account authenticates successfully outside SailPoint.

Enable connector debug logging

Resolution: Enable Enable debug logging and set an appropriate Debug log expiry. Re-run Test connection or dataset aggregation, then collect connector logs for SailPoint Support if issues persist.

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