# 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 with ticket number not found in response error - WashingtonDC specific

Ticket creation fails with the incident type of ticket when using ServiceNow WashingtonDC. The error message is:

```text
sailpoint.connector.InvalidConfigurationException: [ InvalidConfigurationException ] [ Possible suggestions ] a) Check the response for the ticket number. b) Ensure that provision 'responseElement' is correctly configured for the 'incident' ticket. [ Error details ] Ticket number not found in the response. Response: {"import_set":"ISET0010034","staging_table":"x_sap_sdim_incident","result":[{"transform_map":"Incident","table":"incident","status":"error","error_message":"Target record not found"}]}
```

**Resolution**: Ensure the **sn\_incident\_read** role is added explicitly to the Service Desk Administrator created in [Required Permissions](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/index.html#required-permissions>).

## While creating any ticket or checking status, an error is displayed

**Resolution**: To review and assess, enable logging at the debug level. It is set at the error level by default.

[![Enabling debug-level logging](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/troubleshooting_debug_logging.jpg>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/troubleshooting_debug_logging.jpg>)

## SailPoint intermittently creates duplicate accounts for an identity on a CSV source integrated with ServiceNow SIM, creating duplicate tickets for the user in ServiceNow

It's possible the identity is refreshed from two different sources at the same time (for example, aggregations from two different sources running at the same time).

Under the right conditions, this can cause two "create account" requests to the CSV source since the user is assigned to the same entitlement twice.

**Resolution**: Ensure aggregations from two different sources don't run at the same time to avoid refreshing an identity twice at the same time.

## Ticket creation fails when 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 at line 3 column 49 path $.description
```

**Resolution**: Update the value of the **Description** attribute by using the `StringEscapeUtils` string in the [Ticket Creation](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/configuring.html#ticket-creation>) section as shown below:

```text
#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
```

## Ticket creation fails when Access Request comments contain special characters

Ticket creation fails because the Access Request comments contain special characters. The system produces the following error message:

```text
Request completed
sailpoint.connector.ConnectorException: [ ConnectorException ] [ Error details ] Request execution failed. {"error":{"message":"Ensure valid catalog items details provided for catalog item: 8053818edbffb300e90690b3db9619c4 (sys_ws_operation.f1f3898edbffb300e90690b3db961966.operation_script; line 38)","detail":""},"status":"failure"}. Status: 500
```

or

```text
sailpoint.connector.InvalidRequestException: [ InvalidRequestException ] [ Error details ] Invalid request received to IT Service Desk System. Status: 400, Output: {"error":{"message":"Exception while reading request","detail":"The payload is not valid JSON."},"status":"failure"}
```

**Resolution**: When the ticket type is `serviceRequest`, update the value of the **Description** attribute by using `StringEscapeUtils` through the [Ticket Creation](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/configuring.html#ticket-creation>) section, as shown below in bold:

```text
#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') **Requested action from SailPoint :** Disable Account $newline #elseif ($item.name == '*disabled*' && $item.value == 'false') **Requested action from SailPoint :** Enable Account $newline #elseif ($item.name == '*locked*' && $item.value == 'false') **Requested action from SailPoint :** Unlock Account $newline #else $!item.Operation $item.name: $item.value **#if ($item.arguments.comments), Comment from SailPoint :** **$StringEscapeUtils.escapeJava($StringEscapeUtils.escapeJava($item.arguments.comments.toString())) #end** $newline #end #end #else $newline $!request.Operation Account #end
```

## Ticket creation fails with ticket number not found in response error

When configuring a custom catalog item in ServiceNow with SDIM integration and the `track_ritm` flag set to `true` for the Service Request ticket type, the following error occurs:

```text
sailpoint.connector.InvalidConfigurationException: [ InvalidConfigurationException ] [ Possible suggestions ] a) Check the response for the ticket number. b) Ensure that provision 'responseElement' is correctly configured for the 'serviceRequest' ticket. [ Error details ] Ticket number not found in the response. Response: {"result":{"items":[]}}
```

**Resolution**: Update the **Tracking ID** field on the custom catalog item configuration in ServiceNow.

[![Updating the Tracking ID field](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/troubleshooting_tracking_id.png>)](<https://documentation.sailpoint.com/connectors/service_desk_integrations/servicenow/help/img/troubleshooting_tracking_id.png>)

## Source name on the Service Desk ticket differs from the name in SailPoint

You rename a source in SailPoint. The UI shows the new name. The Service Desk ticket still shows the original name.

Example:

```text
Name in SailPoint: Payroll Access
Name on the Service Desk ticket: Payroll Test
```

The Service Desk ticket uses the source name from the provisioning plan. That name is set when the source is created. You cannot change it.

When you rename the source, SailPoint updates the display name only. The UI shows the display name. The ticket continues to show the original name.

**Resolution**: This is expected. There is no setting that makes the ticket use the display name. Do not edit the source XML to make the names match.

## Timeout error occurred

A timeout occurred while performing a provisioning operation. To resolve this, a connection reset is required.

1. Ensure that the IT Service Desk System is up and running.
2. Ensure that the connection between the Identity Server and IT Service Desk System is stable.

**Resolution**: Add the following entry to the application XML using debug mode:

```xml
<entry key="requestTimeout" value="300"/>
```