Overview

This article covers how to retrieve Journey IDs via API, work around the lack of direct Journey status update support, diagnose Web Request and JSON parsing errors in workflows, and communicate limitations to customers.

Retrieving Journey ID and Checking Activity Associations

To check whether Journey activities are associated with tickets and retrieve the Journey ID, identify a ticket that is part of the Journey and use the Freshservice API endpoint: replacing https://domain.freshservice.com/api/v2/tickets/<ticket_id>?include=journey_requests, <ticket_id> with the actual ticket number. This call returns the ticket details along with the associated Journey information including the Journey ID. If needed, capture the Journey ID in a custom field on the ticket for tracking purposes.

Canceling a Journey When a Ticket Is Rejected in Phase A

Directly updating a Journey's status to Canceled using a PUT request is not supported. As a workaround, use a Web Request node in the workflow to send a DELETE call to https://domain.freshservice.com/api/v2/tickets/<ticket_id>, replacing <ticket_id> with the relevant ticket ID tied to Phase A. Test the workflow to confirm the correct request executes upon rejection.

Note: The DELETE call removes the request entirely with no trace. Ensure an alternative logging or backup mechanism is in place before using this approach. If deletion does not align with your needs, monitor Freshservice product updates for the upcoming Cancellation API and Approvals as a separate Journey activity, both of which will enable automated cancellation workflows.

Diagnosing Web Request and JSON Parsing Node Errors

If a workflow error appears related to a Web Request or JSON parsing node, first verify the order of nodes to ensure the Web Request is not firing before required prior conditions are met. Check the Web Request node configuration - confirm the endpoint URL syntax is correct, placeholders are properly used, and authentication details such as the API key or token are accurate. For the JSON parsing node, validate the API response structure using an online JSON validation tool and confirm that the correct keys are being referenced in subsequent steps. Enable workflow logging or debugging options if available to pinpoint where the error originates.

Validating the Cancellation Workaround

To confirm the workaround is functioning correctly, simulate the rejection scenario by rejecting the ticket in Phase A and verify whether the configured action - such as the DELETE call -executed successfully. If DELETE was used, confirm that the relevant Journey data has been removed as expected. Also test approval scenarios alongside rejection to ensure the workflow logic handles both outcomes correctly and that Phase B activities are only triggered when Phase A conditions are met without errors.

Communicating API Limitations and Next Steps to Customers

When addressing customer queries about Journey status updates via API, confirm that direct PUT requests to update Journey status are not supported by design at this time. Advise on available workarounds such as using a DELETE request or internal tracking mechanisms until official API support is introduced. Direct customers to monitor the Freshservice Community or Product Update notices for announcements on the upcoming Journey Cancellation API and Approvals as a separate Journey activity. Provide assurance that the limitations have been logged with the development team for review in subsequent updates.