Introduction to the Journey
  • 11 Sep 2023
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Introduction to the Journey

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  • PDF

Article Summary

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
  • 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 Modes

 You can view the Journey in four different Modes:


Highlights Mode


Highlights is the Journey’s default mode, listing:

  • All Attachment uploads 
  • Notes
  • Messages
  • Status changes
  • Assignment changes
  • Resolution details

Full Journey

Full Journey Mode


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


Activities Mode


 Activities displays:

  • Notes
  • Messages
  • Resolution information

Audit Log

Audit Log Mode


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

Journey Actions

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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