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:

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: Ensure that you configure the mapping of ticket statuses under the Status Mapping section.

The following error message appears if the InstanceID for the given Service Request Definition (SRD) does not exist

sailpoint.connector.ConnectorException: [ ConnectorException ] [ Error details ] Request execution failed. [{"messageType":"ERROR","messageText":"No item matches filter conditions --\nthis operation has been defined so that \"No Match\" generates an error.","messageAppendedText":null,"messageNumber":380}]. Status: 500

Resolution: Provide the correct value of InstanceID for the given Service Request Definition (SRD) is present for the Title Instance Id parameter.

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