- 11 Sep 2023
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Introduction to the Journey
- Updated on 11 Sep 2023
- 1 Minute to read
- Print
- DarkLight
- PDF
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.
This article describes the following topics:
- Journey Layout
- Journey Modes for viewing Service Record activity
- In-line Journey actions
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

Highlights is the Journey’s default mode, listing:
- All Attachment uploads
- Notes
- Messages
- Status changes
- Assignment changes
- Resolution details
Full Journey

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