---
title: "Service Record Journey"
slug: "journey-docs"
tags: ["Spaces"]
updated: 2024-11-24T08:15:16Z
published: 2024-11-24T08:15:16Z
canonical: "documentation.sysaid.com/journey-docs"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Record Journey

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

> [!NOTE]
> 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]
> 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:

- [Highlights](/v2/docs/journey#highlights)
- [Full Journey](/v2/docs/journey#full-journey)
- [Activities](/v2/docs/journey#activities)
- [Audit Log](/v2/docs/journey#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

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/journey toolbar(2).jpg?sv=2026-02-06&spr=https&st=2026-10-31T07%3A04%3A59Z&se=2026-10-31T08%3A04%3A59Z&sr=c&sp=r&sig=WCKY71P3gunJ3tPUn4u2DQ4ofElmxx%2FmWRGvtPcUmwI%3D)

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