Monitor and manage journeys

As an admin, you manage journeys from the Journeys page, which lists every journey for the team. The Journey Overview opens a single journey and its tasks.

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The team Journeys page

Open Journeys in the team sidebar to see every journey for the team. It opens to the All journeys view, and you can save your own filtered views beside it. Use the search box to find a journey by name.

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Default columns

The All journeys view shows these columns by default:

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Custom fields as columns

Since journeys are a type of ticket, you can add custom fields such as location, department, or cost center. Any custom field on the journey ticket type can appear as its own column in the All journeys view. Add these columns to sort and filter on data beyond the defaults. You configure custom fields for journeys under Settings → Ticket type → Journeys

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The Journey Overview

Select a journey to open its overview page. The journey overview shows every task categorized under the requester, stakeholders, and teams involved.

For more information, see Admin and end user views.

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The ticket that started a journey

When a journey is created by a workflow running on a help-desk ticket, the journey links back to that originating ticket: the journey heading shows a Created from link to the ticket, and the originating ticket lists the journeys it created in its details panel. Use these links to move between an intake request and the journey it kicked off.

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Manage tasks

Select any task to open it. A task with subtasks expands to its steps, and each step opens to its own detail.

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Manage workflow runs

When a task runs a workflow, its detail gives you controls for that run. Hover over the task to reveal them:

• Run Details opens the workflow run so you can see what happened.
• Retry re-attempts a failed or canceled run after you fix the cause.
• Rerun runs a finished workflow again from the start.

Rerun starts the workflow over from the beginning, and any actions it already took may happen again.

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Complete a manual task

A manual task has no attached workflow, so the assignee completes it by hand. Use Mark complete to finish it, and Reopen to reverse that.

Only admins can mark a workflow-driven task done by hand. Its status follows the workflow.

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Open the underlying ticket

Every task has an underlying ticket. Use View Ticket from the task to open it when you need the full conversation, custom fields, or history behind a step.

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Reading task status

For more information, see Task states

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