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

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.

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

It is 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 are not running at the same time to avoid refreshing an Identity twice at the same time.

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

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 StringEscapeUtils string in the Ticket Creation section as shown below:

#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 because Access Request comments contains special characters. The system produces the following error message:

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

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 ticketType is serviceRequest then update the value of the description attribute by using StringEscapeUtils through the Ticket Creation sectionas shown below in bold:

#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

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:

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 to the custom catalog item configuration in ServiceNow.

When an access request is submitted through ISC, the Provisioning Plan references the source's original name, not the cloudDisplayName. As a result, the name shown in the UI may differ from what appears in backend systems or Service Desk tickets.
Example:

UI shows source as: NIPS ECC

Backend shows: NIPP Test

The Provisioning Plan does not use cloudDisplayName; instead, it uses the original source name defined in the system. This difference causes the mismatch in displayed names.

Resolution:This behavior is currently working as expected. If alignment between UI and backend names is required, a product enhancement may be needed to support the use of cloudDisplayName in the Provisioning Plan.