IN THIS ARTICLE


Before publishing a journey created using templates, ensure all account-specific configurations are complete. For a detailed list of what to review, see Pre-Publish Checklist for Admins (Template-Based Journeys).


As an Admin, once you have created a journey, configured the initiator form, added stakeholders, and set up phases and activities, you can publish the journey by clicking the Publish button. This action validates the entire configuration/workflow to ensure everything is in place.


What Happens After Publishing?


Once published, the journey becomes accessible to users in the assigned initiator group. Depending on their permissions, they can initiate the journey from the Support Portal or Agent Portal.


Journey Publish Validation Errors


When you click Publish, the system validates the journey configuration. If any issues are found, error messages will appear with reasons and links to help you resolve them. For example, in the illustration below, the user encountered an error in the Journey Settings because the workspace was not configured.


You may encounter similar errors across different parts of the journey setup. To proceed with publishing, you must resolve all issues. Review the table below to understand the commonly encountered validation errors and the actions required to fix them.

Common Journey Validation Errors

Reasons

Resolution 

No activities present in a phase

Add at least one activity to each phase

No phases configured

At least one phase must be added before publishing

Journey status is not valid

Ensure the journey is in a valid state before publishing

Cyclic Dependency Error

Check and remove cyclic dependencies between phases/activities

Workspace deleted

Reassign the journey to a valid workspace

Agent group deleted

Reassign to an active agent group

Requester group deleted

Reassign to a valid requester group

Service item deleted

Link the activity to a valid service item

Email address in service desk deleted

Provide a valid email address

Limit for journeys exceeded

Reduce the number of published journeys (limit: 50)

Settings

Resolve any references in global or workspace-level settings

Initiator form

Fix errors in the initiator form configuration

Activity

Resolve configuration issues in the affected activity

Cannot delete {0} journey configuration

Remove all references to the configuration before deletion

Conditions

Ensure condition logic is valid and correctly mapped

Can't delete phase because it has at least 1 activity

Delete all activities in the phase before removing it

Remove the use of this activity from trigger

Remove dependency links before deleting or modifying the activity