Introduction to the Journey

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The Journey is an actionable audit log of all Service Record activity.

Admins use the Journey to track the Service Record Resolution process and perform in-line actions inside the Journey interface.

Journey Docs

This article describes the following topics:

Journey Layout

Service Record 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

You can view the Journey in four different Modes:

Highlights Mode

Highlights is the Journey’s default mode, listing:

Full Journey Mode

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

Activities Mode

Activities displays:

Audit Log Mode

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

You can perform the following in-line actions inside 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

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