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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:

Unable to set custom headers during the creation of a ticket or check the status

Resolution: You need to manually add the required headers in the request using the REST APIs and update the source. Following are the steps to include headers in the API request:

  1. Use GET API to get to the particular SDIM using its Id.

  2. Add the header you want under the provision to create a ticket or else add the header under the checkStatus to check the status of a ticket.

    For example, to create a ticket add the custom header under provision as shown in the body of the request:

    "id": "8863a433fec3",
"name": "xyz Generic SDIM",
....
"provision": {
....
"headers": {
"Accept": "application/json",
"Content-Type": "application/json"
}
}

    To check status of a ticket add the custom header under checkStatus as shown in the body of the request:

    "generic": {
"checkStatus": {
....
headers": {
"Accept": "application/json",
"Content-Type": "application/json"
}
},

  3. Update the Source using PUT API.

Unable to pass an empty array through the provisioning plan during ticket creation

Resolution: The steps to add an empty array so the connector can pass it to the managed system are as follows:

  1. Request to enable feature flag on SailPoint: CON_SDIM_EMPTY_ARRAY_SUPPORT.

  2. Go to Integration Edit page. You can enable this feature in two ways:

    Option 1: Add a Multi-Valued Field in Ticket Creation

    • Create a multi-valued field with any field name.

    • Assign a single value with null as its value.

      Screenshot

      Multi-valued field with null value

    Option 2: Add a Raw JSON Field

    • Add a raw JSON field with the following value [null].

      Screenshot

      Raw JSON field with null value

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