# 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:

- [SailPoint Identity Services Documentation](<https://documentation.sailpoint.com/saas/help/index.html>)
- [SailPoint Support Knowledge Base](<https://support.sailpoint.com/csm?id=kb_view2&amp;kb_id=05ff44289f011200550bf7b6077fcfa3>)
- [SailPoint Developer Community](<https://developer.sailpoint.com/>)

## A message appears if provisioning status map is not defined

The following error message appears if the provisioning status map is not defined:

```text
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 'serviceRequest' ticket type.
```

**Resolution** - Ensure that you configure the mapping of ticket statuses.

## A message appears when a user who is not a Jira member tries to create a ticket

The following error message appears when a user who is not a Jira member tries to create a ticket:

```text
{"errorMessage":"Your request could not be created. Please check the fields have been correctly filled in. is not a valid email address","i18nErrorMessage": {"i18nKey":"sd.validation.request.creation.failure.required.field","parameters":[" is not a valid email address"]}
```

**Resolution** - Ensure that the user requesting the ticket is a member on Jira Service Management.