Overview

This article covers how to populate the Another Stakeholder's Profile in Freshservice dropdown, understand where its data comes from, fetch profile details for journey steps, and optimize recurring stakeholder assignments using a ticket-based approach.

Populating the Stakeholder Profile Dropdown

The Another Stakeholder's Profile in Freshservice dropdown pulls its values from data source fields configured in the Initiator form - not from outside the Employee Journeys module. To populate it, navigate to the Initiator form and create a new data source field such as All Users or a similarly relevant field. Add this field to the relevant stakeholder's form section within the journey and save the changes. Once added, the data source field options will become available in the dropdown. If no options are visible, confirm whether a data source field has been created in the Initiator form and added to the Any Form in This Journey section.

Fetching Specific Details from a Stakeholder's Freshservice Profile

Once a user is selected via the Initiator form, the Another Stakeholder's Profile in Freshservice field can look up specific details from that user's Freshservice profile. For example, if a user like Virginia is selected, the system references her profile and can retrieve values such as Reporting Manager or other available profile fields for use in the journey steps. Ensure the data source field correctly references an existing Freshservice profile and that each user's profile contains the required fields before testing.

Automatic Stakeholder Assignment Limitations and Alternatives

Currently, the Another Stakeholder's Profile in Freshservice field does not support automatic assignment without the initiator making a selection. As an alternative, consider combining stakeholders into a single data source field to reduce the number of dropdowns. If the stakeholders for specific activities are always the same, a ticket-based approach can be used to automate assignments without initiator input - see the section below for details.

Note: This is a current product limitation. Automatic assignment without user selection is not supported at this time.

Optimizing Recurring Stakeholder Assignments Using a Ticket-Based Approach

When the same individuals are consistently assigned to specific activities in a journey, configure the journey so tasks are completed via tickets. For each task, set the ticket's Agent Group to include the designated stakeholder for that activity. Then navigate to the Workflow Automator and create automation rules with the condition Ticket.field source is Journeys to automatically route each ticket to the appropriate agent - for example, assigning Activity 1 to Avery, Activity 2 to Ben, and Activity 3 to Cassie. Test the workflow by initiating the journey and verifying that each task is routed to the correct stakeholder automatically without the initiator needing to make selections.