Troubleshooting

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