Find the stage where the workflow stopped before changing settings or retrying it. An identity governance request can be waiting for approval, stalled in workflow execution, queued for provisioning, blocked by a connector, or rejected by the destination application—and each state calls for a different fix. Start by recording the platform, workflow type, affected identity, target system, request or workflow ID, last-updated time, expected action, current status, and exact error.
Identify the stage where the workflow stopped
Use the current status and error details to distinguish a human approval delay from a provisioning failure. A sign-in or single sign-on problem is not automatically a provisioning problem: for example, Okta provisioning is a separate SCIM or API flow that creates, links, updates, or deactivates an account.
| What you see | Likely stage to inspect | First useful check |
|---|---|---|
| Request shows pending approval | Approval queue or approval policy | Find the approver, request deadline, and decision status in the relevant product. |
| Request is approved but no account change appears | Workflow execution, provisioning queue, or target fulfillment | Correlate the request with workflow run history and the provisioning event for the identity. |
| Provisioning job is quarantined or has an error | Provisioning service, credentials, or target connection | Read the job’s current status, quarantine reason, and per-object log. |
| Only one identity or application is affected | Identity matching, mapping, scope, or target-side rejection | Inspect that object’s provisioning details and the target application’s response. |
| Workflow reports success but access is missing | Destination account, entitlement, or downstream propagation | Check the account and access state in the target system itself. |
Before making changes, preserve the request ID, identity identifier, target application, timestamps, status, and full error text. These let you match the governance request to its workflow run and provisioning event, and are especially useful if older logs are no longer available.
Check approval state and expiration rules
Open the request in the product that owns the approval and confirm whether it is awaiting a decision, approved, denied, or expired. Do not treat a pending request as a connector failure, and do not apply one product’s timeout rules to another platform.
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Microsoft Entra PIM role activation
For a Microsoft Entra Privileged Identity Management (PIM) role activation, approvers can review pending requests at ID Governance > Privileged Identity Management > Approve requests, or query requests through Microsoft Graph. Microsoft Learn’s PIM approval workflow documentation states that delegated approvers have 24 hours; this interval is not configurable for the cited role activation workflow. If nobody approves within that period, the eligible user must submit a new request. The first approver to approve or deny resolves the request. Approvers cannot approve their own role activation requests, and service principals cannot approve them.
Microsoft Entra group activation
The cited Entra group activation workflow also uses a non-configurable 24-hour approval interval, after which the user must submit a fresh request. Microsoft recommends selecting two or more approvers for each group. Confirm the request type before using either PIM rule: other access-request products and policies may behave differently.
Inspect workflow runs, provisioning health, and logs
Once you know the request is not simply waiting for a human decision, inspect the workflow run history and the provisioning job separately. A request can complete one stage while the next stage remains queued, fails, or never receives the event.
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Microsoft Entra provisioning status
Start with the provisioning job’s Current Status. Check when it last synchronized, whether its initial cycle has completed, the number of in-scope identities, whether the job is in quarantine, and the reason shown for that state. Then open the affected identity’s provisioning log to see the operation attempted and its outcome. Microsoft’s provisioning-status documentation describes a typical synchronization cadence of 20–40 minutes after the initial cycle completes; this is a typical interval, not a guarantee that every request or workflow finishes within that time.
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A quarantine reason such as invalid administrative credentials points toward the target connection rather than an approval delay. Use the displayed reason and object log to identify the failing stage instead of restarting the entire workflow without evidence.
Capture evidence while it is available
Microsoft’s planning guidance says most audit data is retained for 30 days, but retention depends on the specific log type and tenant. Export or record the relevant event details promptly, and verify the applicable retention before relying on a log remaining available.
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Validate the connection, identity match, mapping, and scope
Where the platform supports a safe test, reproduce the issue for the affected identity before changing production configuration. Microsoft Entra on-demand provisioning is designed to validate configuration, expressions, and scoping filters. Its result separates the test connection, source identity retrieval, target matching, transformation, and final action—create, update, delete, or skip—so you can see where the expected outcome changes.
- Connection: Confirm that the target tenant URL and credentials are valid and that the target API is reachable.
- Matching: Check that the configured matching attribute is supported by the target and unique for the account being processed. A missing or non-unique match can send an update down the wrong path or prevent linking.
- Mapping and expressions: Review the transformed values and validate expressions against the identity’s actual source attributes.
- Scope: Confirm that the identity meets the assignment and scoping filters required for the operation.
- Target response: For a SCIM application, compare the target API’s response with the operation and response the provisioning service expects.
If an application assignment was just added, Microsoft notes there can be a replication delay of a few minutes before on-demand provisioning honors it. Allow for that delay before repeating the test.
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Use the connector error to choose a safe recovery
Read the platform’s exact provisioning error before retrying. Retrying can help with a transient connection failure, but it will not fix invalid credentials, unsupported matching, bad input, or an application rejection.
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Okta provisioning errors
Okta Support defines a provisioning error as an inability to create, link, update, or deactivate a user through the SCIM connector, or a failure of API authentication. Its article was last updated September 3, 2026. Use the error detail to tell an authentication failure from an application rejection or configuration problem, correct the underlying cause, and retry according to the platform’s guidance.
SailPoint connector errors
In SailPoint Identity Security Cloud, inspect the connector’s detailed error. SailPoint documentation identifies some network errors, including ConnectException and NoRouteToHostException, as retryable. That does not make every connector failure safe to repeat: invalid input, authorization errors, and target-side rejection require the underlying issue to be corrected first.
Confirm the result in the destination system
A successful workflow status is not sufficient proof that the intended access is usable. Check the destination account, relevant attributes, and entitlements directly, then compare them with the requested change. Microsoft Entra’s on-demand result view shows attributes that were changed or attempted, which can help distinguish a completed provisioning operation from one that only evaluated a change.
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If a Microsoft Entra role activation appears complete but permissions have not taken effect in another portal, Microsoft recommends signing out and back in and verifying that the user appears as a role member in PIM; web caching can delay the portal’s visible effect.
Record the cause and recovery path
When resolving the incident, record which stage failed, the relevant request and provisioning identifiers, the error, the correction made, and how destination access was verified. For future comparisons between identity governance platforms, evaluate visibility into request state and run history, approval timeout and resubmission behavior, connector diagnostics, safe validation options, retry rules, and log retention. The important distinction is whether a condition needs a new approval, a configuration or credential correction, a documented retry, or verification at the destination.
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