Null Pointer Error ServiceNow Service Desk

Which IIQ version are you inquiring about?

8.3p3

Share all details about your problem, including any error messages you may have received.

We are seeing a null pointer error when trying to create ServiceNow tickets through the Service Desk Integration. This null pointer error occurs when our joiner workflow tries and executes: provisioner.execute(SNplan). The logs indicate that there might be an issue with the nativeIdentity, but you can see in the plan the nativeIdentity is the identity name we ran the joiner workflow for. I have included the provisioning plan that is getting passed to provisioner.execute(SNplan) to show that there are no null values.

Please share any other relevant files that may be required (for example, logs).

Here is the Final provisioning plan that gets created (SNplan):

<ProvisioningPlan targetIntegration="IdentityIQ for ServiceNow Service Desk" trackingId="xxxxxxxxxxxxxxxxxxx">
<ProvisioningPlan targetIntegration="IdentityIQ for ServiceNow Service Desk" trackingId="xxxxxxxxx"> 
 <AccountRequest application="Joiner" nativeIdentity="SP510866" op="Create">
    <Attributes>
      <Map>
        <entry key="flow" value="Joiner"/>
        <entry key="trueAppName" value="ServiceNowTicket"/>
      </Map>
    </Attributes>
    <AttributeRequest name="Account" op="Add" value="SP510866"/>
    <AttributeRequest name="Application Name" op="Set" value="ServiceNowTicket"/>
    <AttributeRequest name="First Name" op="Set" value="Joshn"/>
    <AttributeRequest name="Last Name" op="Set" value="Smith"/>
    <AttributeRequest name="Company Name" op="Set" value="Company X"/>
    <AttributeRequest name="Division" op="Set" value="FINANCE DIVISION"/>
    <AttributeRequest name="costcenter" op="Set" value="123568959"/>
    <AttributeRequest name="Employee Type" op="Set" value="Regular Full Time"/>
  </AccountRequest>
  <Attributes>
    <Map>
      <entry key="accountName" value="SP510866"/>
      <entry key="actionDate" value="20240818"/>
      <entry key="assigner" value="spadmin"/>
      <entry key="assignment_group" value="xxxxxxxxxxxxxxxxx"/>
      <entry key="costcenter" value="123568959-CALL CENTERS"/>
      <entry key="division" value="00001060-FINANCE DIVISION"/>
      <entry key="employeegroup" value="Regular Full Time"/>
      <entry key="employeenumber" value="SP510866"/>
      <entry key="flow" value="Joiner"/>
      <entry key="hraction" value="Hiring"/>
      <entry key="job" value="Customer Service- Union"/>
      <entry key="newHireAccount" value="SP510866"/>
      <entry key="newHireName" value="John Smith"/>
      <entry key="operation" value="Joiner"/>
      <entry key="personnelarea" value="test123"/>
      <entry key="position" value="Capacity Planner"/>
      <entry key="sapid" value="jsmith01"/>
      <entry key="source" value="LCM"/>
      <entry key="supervisor" value="Bob Smith/>
    </Map>
  </Attributes>
</ProvisioningPlan>

Logs:

java.lang.NullPointerException: null
	at sailpoint.api.nativeidentitychange.NativeIdentityChangeUtil.renameNativeIdentityInProvisioningPlan(NativeIdentityChangeUtil.java:1411) ~[identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.provisioning.PlanEvaluator.provision(PlanEvaluator.java:1597) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.provisioning.PlanEvaluator.execute(PlanEvaluator.java:956) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.provisioning.PlanEvaluator.execute(PlanEvaluator.java:839) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.provisioning.PlanEvaluator.execute(PlanEvaluator.java:738) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.api.Provisioner.execute(Provisioner.java:1652) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.api.Provisioner.execute(Provisioner.java:1742) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at jdk.internal.reflect.NativeMethodAccessorImpl.invoke0(Native Method) ~[?:?]
	at jdk.internal.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62) ~[?:?]
	at jdk.internal.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) ~[?:?]
	at java.lang.reflect.Method.invoke(Method.java:566) ~[?:?]
	at bsh.Reflect.invokeMethod(Reflect.java:166) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.Reflect.invokeObjectMethod(Reflect.java:99) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.Name.invokeMethod(Name.java:858) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHMethodInvocation.eval(BSHMethodInvocation.java:75) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHPrimaryExpression.eval(BSHPrimaryExpression.java:102) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHPrimaryExpression.eval(BSHPrimaryExpression.java:47) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHBlock.evalBlock(BSHBlock.java:130) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHBlock.eval(BSHBlock.java:80) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHBlock.eval(BSHBlock.java:46) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHIfStatement.eval(BSHIfStatement.java:48) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHBlock.evalBlock(BSHBlock.java:130) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHBlock.eval(BSHBlock.java:80) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHBlock.eval(BSHBlock.java:46) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.BSHTryStatement.eval(BSHTryStatement.java:88) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.Interpreter.eval(Interpreter.java:664) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.Interpreter.eval(Interpreter.java:758) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.Interpreter.eval(Interpreter.java:747) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at bsh.util.BeanShellBSFEngine.eval(BeanShellBSFEngine.java:186) [bsh-2.1.8.jar:2.1.8 2018-10-02 08:36:04]
	at org.apache.bsf.BSFManager$5.run(BSFManager.java:445) [bsf.jar:?]
	at java.security.AccessController.doPrivileged(Native Method) ~[?:?]
	at org.apache.bsf.BSFManager.eval(BSFManager.java:442) [bsf.jar:?]
	at sailpoint.server.BSFRuleRunner.runScript(BSFRuleRunner.java:347) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.server.InternalContext.runScript(InternalContext.java:1296) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.server.ScriptletEvaluator.doScript(ScriptletEvaluator.java:263) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.server.ScriptletEvaluator.evalSource(ScriptletEvaluator.java:71) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.api.Workflower.evalSource(Workflower.java:5932) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.api.Workflower.advanceStep(Workflower.java:5171) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.api.Workflower.advance(Workflower.java:4558) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.api.Workflower.assimilate(Workflower.java:4208) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.api.Workflower.handleWorkItem(Workflower.java:7646) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.api.Workflower.processEvent(Workflower.java:1912) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.api.Workflower.processEvent(Workflower.java:1894) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.task.WorkflowerThread.process(WorkflowerThread.java:363) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
	at sailpoint.task.WorkflowerThread.run(WorkflowerThread.java:288) [identityiq.jar:8.3p3 Build d5deab2519b-20230629-092050]
2024-08-20T21:50:03,126 ERROR Workflow Event Thread 1 sailpoint.provisioning.PlanEvaluator:2758 - Provisioning failure: SP510866 on IdentityIQ for ServiceNow Service Desk
2024-08-20T21:50:03,126 ERROR Workflow Event Thread 1 sailpoint.provisioning.PlanEvaluator:2799 - java.lang.NullPointerException]

Hi @jacobg241,

this error is on Native Identity Change Event.
Do you have NCD enabled on this application?

image

Hey @enistri_devo,

NCD is not enabled on our IdentityIQ for ServiceNow Service Desk application.

Hi Jacob,
Are you using any provisioning rules into your application
Because provisioning plan doesn’t look proper.

Regards,
Vidya Prakash

@jacobg241
This is not actually Native Change , this is Native Identity Change Event

Go to Global Settings β†’ Identity IQ Configuration β†’ Miscelenous
Check if Enable Native Identity Change Event propagation is selected, also have you done any recent SailPoint upgrade

This option is added in 8.x version

3 Likes

Thank you Satish. We disabled Native Identity Change Event propagation and now ServiceNow tickets are getting created.

We recently upgraded our QA environment to 8.3p3 and never unchecked this new capability.

1 Like

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