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.

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 $.body

Resolution: Edit the Body attribute by replacing the existing text with:

#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" />