# 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/>)

## Status Mapping 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 under the Status Mapping section.

## Ticket creation fails for request having escape characters (`\\`)

```text
Ticket creation failed.com.google.gson.stream.MalformedJsonException: Invalid escape sequence at line 3 column 49 path $.description
```

**Resolution:** For escaping the special character, update the value of the description attribute by using the StringEscapeUtils string in the application debug page as follows:

```text
<entry key="description" value="#if($request.operation == 'Create') Create Account on application $request.resource #else For $request.id in application $request.resource #end #if ($request.items) #foreach ($item in $request.items) $!item.Operation $item.name: $StringEscapeUtils.escapeJava ($StringEscapeUtils.escapeJava($item.value.toString())) #end #else $!request.Operation Account #end" />
```