# 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/>)

## Ticket creation fails because the request includes escape characters (`\\`)

Ticket creation fails because the request includes escape characters (`\\`). The system produces the following error message:

```text
Ticket creation failed. com.google.gson.stream.MalformedJsonException: Invalid escape sequence
```

**Resolution**: Edit the **Fields** with the Description attribute value by replacing the existing text with:

```text
#foreach($req in $plan.requests) #if($req.operation == 'Create') Create Account on application $req.resource #else For $req.id in application $req.resource #end #if($req.items) $newline #foreach($item in $req.items) #if ($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 $!req.Operation Account #end $newline #end
```

## Ticket creation fails when a user (identity) does not have a Cherwell user's Customer record in the CSM

Ticket creation fails because the user (identity) does not have a Cherwell user's Customer record in the CSM. The system produces the following error message:

```text
sailpoint.connector.ConnectorException: [ ConnectorException ] [ Error details ] Request execution failed. ...,"errorMessage":"The field Incident.Customer ID must be filled in before the record can be saved.\r\nThe field Incident.Customer Display Name must be filled in before the record can be saved.","hasError":true}. Status: 500
```

**Resolution**: Ensure that the user for whom you are requesting the ticket is present on the Ivanti Cherwell Service Management System and has an associated Customer record.

## Status Mapping 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 'incident' ticket type.
```

**Resolution**: First define the ticket system provisioning status map to the SailPoint status in [Status Mapping](<https://documentation.sailpoint.com/connectors/service_desk_integrations/ivanti_cherwell/help/configuring.html#status-mapping>), and then perform the operation.