- 10 Oct 2024
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Journey
- Updated on 10 Oct 2024
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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
Note:
Automated actions are indicated by a bird icon
The Next action line doesn’t appear for users with Read Only permissions
Date and Time formats are defined by Users’ Settings for Time Zone and Date Input Style
Journey Filters
You can view the Journey within any of the following filters:
You also can toggle between a fully expanded view, showing every message and note, or a collapsed view, which displays only highlighted entries. The system will remember your preference and apply it 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