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

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 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