Journey

An actionable audit log of all Service Record activity — where Admins track and manage each Service Record’s Resolution process.

Requirements:

• Admins with Edit permissions can perform actions in the Journey

• Admins with Read permissions can view the Journey

This document describes the Journey’s layout, modes, and in-line action options.

Journey Layout

The Journey tab of the Service Record includes a timeline of every event and change, including: 

• Description

• Any File Attachments

• Metadata:

  • The user who performed the Event or Change

  • The date and time of every Event or Change

Journey Filters

You can view the Journey within any of the following filters:

• Highlights

• Full Journey

• Activities

• Audit Log

You can set any of the filters as your default ticket view. You can also toggle between a fully expanded view, showing every message and note, and a collapsed view, which displays only highlighted entries - the system will remember and apply your preference across page refreshes and logins.

Highlights

 Highlights are the Journey’s default filter, listing:

• All Attachment uploads 

• Notes

• Messages

• Status changes

• Assignment changes

• Resolution details

• Ticket conversion

Full Journey

Full Journey displays all Journey Events (showing any change or action that occurred in the Service Record).

Activities

Activities displays:

• Notes

• Messages

• Resolution information

Audit Log

Audit Log displays all Field changes that occur in the Service Record.

Journey Actions

You can perform the following in-line actions within the Journey:

• Notes

  • Write a Note

  • Edit a Note

  • Delete a Note

• Messages

  • Reply to a Message

  • Forward a Message

• Attachments

  • View or download an Attachment

  • Upload an Attachment

  • Delete an Attachment

• Resolution

  • Edit a Resolution Card

  • Delete a Resolution Card