Overview

This article covers how to verify workspace ticket creation, configure and troubleshoot Journey setups, validate resolution, and escalate persistent issues for onboarding and offboarding processes.

Verifying Workspace Ticket Creation

Navigate to Admin Settings and open the Journey section. Confirm the target workspace is selected and configured correctly - under the ticket activities. Then verify that the automation rules or workflows tied to journey modules to create tickets in that workspace. Once adjustments are made, test the process to confirm a ticket is created in the expected workspace.

Configuring and Troubleshooting Journey Setup

Go to Admin Settings and open the Employee Onboarding or Journeys module. Open the relevant journey and confirm that all associated tasks, email notifications, and ticket templates are properly set up. Check that each step is assigned to the correct team or workspace, and that automation rules triggering the journey are active and correctly configured. Run a test after making changes to verify that tickets and notifications trigger as expected.

Confirming the Issue Is Resolved

Simulate the onboarding or offboarding process by creating a new entry that should trigger a journey or ticket. Verify the ticket appears in the correct workspace and that all journey steps including email notifications and task assignments are processed correctly. Obtain confirmation from the requester that the process is working as required. If all checks pass, the issue is resolved. If not, review the automation configurations or contact support.

Escalating Persistent Issues to Support

If the issue continues after initial troubleshooting, gather the following before contacting Freshservice Support:

• Workspace configuration details

• Automation rule or workflow used to trigger the onboarding/offboarding tickets

• Specific error messages or incorrect behaviors observed

• Screenshot of the error

• HAR file

Also compare the current setup against Freshservice documentation on onboarding/offboarding to ensure alignment with best practices. After support-assisted corrections, test the process again to confirm it works as intended.