Perform the following steps to create a new journey request from the support portal:

  1. Log into the support portal using your credentials.

  2. On the support portal home screen, click Initiate a journey request to create a new journey request.

    If you don't find the Initiate a journey request option on the support portal homepage, then follow the steps here.


  3. After selecting Initiate a Journey Request, the new screen appears. In the left panel, click All Journeys to view all journeys you can initiate, regardless of journey type.
     

  4. Additional tabs appear below the All Journeys tab, grouped by categories such as Onboarding, Offboarding, and Crossboarding to help you quickly choose a journey.


  5. Select the journey you want to initiate from the available list. A form configured by the admin appears, prompting you to provide the required details.

    For example, if you select the Employee Onboarding journey, you might need to enter the employee’s name, start date, department, manager details, and other relevant information. The fields vary depending on the journey and its underlying configuration.

  6. After filling in all mandatory fields, click Submit. The created journey request will appear under the Journey requests tab, at the bottom of the support portal home page, as shown below.

  7. Click View all to see the full list of journey requests you have initiated. You can use the drop-down menu to filter and view in-progress or past requests.

  8. Select the required journey request to view its details, including the list of pending/past activities assigned to you, and take action as needed.


How to enable Journeys on the support portal

For accounts with a customized support portal homepage, the Initiate a Journey Request option may not appear by default because Journeys might not be enabled on the homepage. 

Follow these steps to enable Journeys on the support portal:

  1. Open the support portal homepage.

  2. In the lower-right corner, click Customize. The portal designer page appears.

  3. From the dropdown list at the top, select Footer, as shown below.


  4. Locate the CARDS array within the script tag. Copy and paste it into a JSON editor or text editor.

  5. Add the following JSON object to the CARDS array to enable the Complete your action items card. This card includes both approvals and Journey tasks.

    {
       url: "/support/action_items",
       img: "/images/portal_v2/approvals.svg",
       title: customTranslate("portal.card.complete_items.title"),
       titleTranslationPath: "portal.card.complete_items.title",
       content: customTranslate("portal.card.complete_items.desc"),
       contentTranslationPath: "portal.card.complete_items.desc",
       show: true,
       visibilityCondition: "FEATURES.service_catalog && FEATURES.journeys",
       order: 0,
       type: "card",
    }

  1. Add the following JSON object to the CARDS array to enable the Initiate new journey card.

     {
       url: "/support/journeys",
       class: "employee_journey",
       img: "/images/portal_v2/initiate-new-journey.svg",
       title: customTranslate("portal.card.journey.title"),
       titleTranslationPath: "portal.card.journey.title",
       content: customTranslate("portal.card.journey.desc"),
       contentTranslationPath: "portal.card.journey.desc",
       order: 5,
       type: "card",
       show: true,
       visibilityCondition: "PORTAL.has_initiate_journey_access",
     }

  1. Disable the old approvals card by replacing the existing JSON object with the one below. Locate the entry by searching for the URL parameter /support/approvals/pending.

    {
       url: "/support/approvals/pending",
       img: "/images/portal_v2/approvals.svg",
       title: customTranslate("portal.card.approvals.title"),
       titleTranslationPath: "portal.card.approvals.title",
       content: customTranslate("portal.card.approvals.desc"),
       contentTranslationPath: "portal.card.approvals.desc",
       show: false,
       visibilityCondition: "FEATURES.service_catalog && !FEATURES.journeys",
       order: 4,
       type: "card",
     }