Overview

This article covers how to verify journey configurations, confirm ticket creation is working as expected, troubleshoot issues when tickets are not being created, and escalate if the problem persists.

Verifying Journey Configuration

Navigate to the journey builder in Freshservice and review all steps including triggers, actions, and conditions to confirm they are configured as intended. Ensure no mandatory fields are left blank and that all rules and workflows have been saved successfully. Test the journey by initiating it with a sample user or ticket and verify it proceeds through the steps as expected.

Confirming Ticket Creation Through the Journey

Trigger the journey by meeting its start conditions manually or via an automated process. Navigate to the Tickets section in the Freshservice dashboard and confirm that a new ticket has been created in alignment with the triggers and fields defined in the journey setup. Verify that the correct ticket fields - such as requester, description, and status - are populated as configured.

Resolving Ticket Creation Failures

If tickets are not being created, open the journey builder and confirm that ticket creation is included as a defined Journey activity. Review the conditions, triggers, and ticket field mappings for any missing or incorrect configurations. Save the journey again to ensure the latest changes are applied, then re-trigger the journey to confirm whether the issue is resolved.

Confirming the Issue Is Resolved

After making adjustments, manually trigger the journey or observe it under normal operation. Confirm that tickets are created and visible in the Tickets section, that all mandatory fields are correctly populated based on the journey configuration, and that no error messages appear during execution.