Overview

This article covers how to generate a HAR file, enable Freshworks support access, resolve identity assumption issues, investigate task assignment problems in the sandbox, and handle cases where a production sync is not an option.

Generating a HAR File for Troubleshooting

Open Google Chrome and navigate to the page where the issue occurs. From the menu bar, go to More Tools > Developer Tools and open the Network tab. Ensure the Record button in the top left is red click it if it is gray. Check the Preserve log option and click Clear to remove existing logs. Reproduce the issue, then right-click anywhere on the network requests grid, select Save as HAR with Content, and save the file. Share the HAR file with the support team for further analysis.

Enabling Freshworks Access for Sandbox Investigation

Navigate to Admin > Agents in the Freshservice instance and click Manage Access under Freshworks Support on the right-hand side. Choose the access duration up to a maximum of 30 days, extendable or revocable at any time. Set the role to Administrator and under Workspace Permissions, assign Journey Admin or IT Supervisor as appropriate. Click Save. The support team will be notified and can proceed with the investigation once access is configured.

Resolving Identity Assumption Issues

If identity assumption is failing for specific agents, check whether those agents are assigned an administrator role in the sandbox. Identity assumption is not possible for users with an admin role in Freshservice. Navigate to Admin > Agents in the sandbox, locate the agents in question, and review their assigned roles. If they hold an admin role and identity assumption is required, their role will need to be downgraded to a non-admin role.

Verifying Task Assignment Issues in the Sandbox

To investigate task assignment issues, first confirm that the affected users are correctly added to the relevant groups such as the HR group or EUD group in the IT workspace. Navigate to Admin > Agents, search for the user, and check the groups listed under their agent details. Next, open the specific journey configuration under Settings > Workflows > Journeys and review the task assignment settings to confirm tasks are mapped to the correct roles or agents. Create a test case in the sandbox to validate whether tasks and activities are being assigned as expected. If the issue persists, escalate with these findings and include the HAR file for further investigation.

Handling Sandbox Issues Without a Production Sync

If syncing from production is not viable due to the risk of losing sandbox configurations, inform the support team explicitly that a production sync is not acceptable and request an alternative solution. Provide the HAR file capturing the issue along with a detailed description of the configurations and changes made in the sandbox. This allows the support team to replicate and debug the issue internally without requiring a data sync.