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:

Aggregation Timeout Error

The following error is displayed in account aggregation or entitlement aggregation:

java.lang.RuntimeException: java.lang.InterruptedException: Timeout waiting for response Exception during aggregation. Reason: java.lang.RuntimeException: An error occurred while aggregating Application <Source Name> [source-<Source ID>]

Resolution: Ensure that you enter the increased timeout value (in seconds) in the Aggregation Timeout field.

Create Account Operation Errors

While creating an admin or agent user by assigning the default group set in Zendesk (for example, Support); the account gets created in Zendesk but fails with the following error:
```
[ InvalidRequestException ] [ Possible suggestions ] Ensure that the field values are correct. [ Error details ] Request execution failed {"error":"RecordInvalid","description":"Record validation errors","details":{"user_id":[{"description":"User <user ID> has already been taken","error":"DuplicateValue"}]}}
```
Resolution: While performing the Create Account operation, select a group other than the default group. The default group will automatically be assigned to the agent and admin user after account creation.

While creating the end-user, the account gets created but operation activity status is displayed as failed with the following error message:

[ InvalidRequestException ] [ Possible suggestions ] Ensure that the field values are correct. [ Error details ] Request execution failed {"error": "RecordInvalid", "description": "Record validation errors", "details":{"user":[{"description": "User must be an agent to be in a group"}]}}

Resolution: Ensure that you do not assign the group while creating end-users, as they cannot be a part of the group.

While creating an admin or agent user, the operation fails with the following error:

sailpoint.connector.InvalidRequestException: [ InvalidRequestException ] [ Possible suggestions ] Ensure that the field values are correct. [ Error details ] Request execution failed {"error":"RecordInvalid","description":"Record validation errors","details":{"base":[{"description":"Your account does not allow more than <number of entities> agents (including account owner and admins). Upgrade now to add additional agents.","error":"MaxAgentExceeded"}]}}

Resolution: Verify the maximum number of agents that is allowed in your Zendesk instance. For more information, contact Zendesk support.

Account Aggregation Error

While performing account aggregation, the selected account filter does not list the correct accounts for the pre-existing sources.

Resolution: Update the existing source configuration with the correct account filter value and re-execute the account aggregation.

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