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:

Ticket creation fails when 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 $.description

Resolution: Update the value of the description attribute by using StringEscapeUtils string in the Ticket Creation section as shown below:

#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*' && $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 $!request.Operation Account #end

Status Mapping is not defined

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 '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:

{"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 present on the Atlassian Cloud Jira Service Management System.

Create Ticket / Check Status failed with 403 unauthorized error

The following error message appears when the user tries to create a ticket or check the status:

403 Forbidden with {"error": "invalid_grant", "error_description": "Unknown or invalid refresh token."

This error occurs due to the rotating refresh tokens supported by the managed system. Few scenarios where the refresh token can get invalidated are:

Client timeout: The Jira Service Management Integration requested a new access token using a refresh token, but the request gets invalidated because of the client timeouts or loss of a new refresh token. The service desk connector is unable to make the further request as the old token also gets invalidated.
Multiple client applications: Multiple client applications using the same system at the same time during the testing phase.

Resolution: To resolve the issue you must regenerate the refresh token manually using the authorization_code method. Update the application with the new refresh token. For more information, refer to OAuth 2.0 (3LO) apps.

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