Prerequisite: You must have purchased the ONARKEN® FreshService integration licence to enable the following features.
Drop Off & Collection Integration
Ensure you have a personal access token generated for FreshsService and bound to your account.
A ticket requester ID must be specified in the FreshService integration settings.
Make sure that the ticket requester ID is linked to a FreshService account. We recommend creating a new dedicated account to report tickets from ONARKEN, so that it is easier for you to filter ONARKEN tickets against tickets from other users or sources.
Ensure your FreshService subdomain name is correct, and that your API token was entered correctly when activating your FreshService.
Ticket Linking
If you are having issues when managing the workflow for closing ONARKEN tickets in FreshService, you can view the execution logs which will show any issues with the workflow.
Key points to check:
- Ensure that the endpoint for the web request is correct
- Check that you have used the correct subdomain name for your ONARKEN® instance in the endpoint URL.
- Check that an inline credential is enabled for the web request, and that the 'Authentication Type' is set to 'API Key'
- The API Key must be set to 'Authorisation'
- The request type must be set to 'POST', and the correct headers must be set as described in the setup guide.
In ONARKEN, check that your personal access token you created for FreshService is present and active. You will be able to see if it has been used as the 'Last used at' date will be populated. If you do not save this token, you will have to regenerate it as you cannot view the token in ONARKEN once it has been created.