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Possible States for a Journey Request

A journey request (the overall workflow) can have one of the following statuses:

  • Initiated – The journey request has started and is preparing for execution.

  • In progress – The journey request is actively progressing through its phases.

  • Cancellation in progress – A cancellation request is being processed for the journey request.

  • Canceled – The journey request was canceled before completion.

  • Deletion in progress – The journey request is in the process of being deleted.

  • Completed – The journey request has successfully completed all activities.

  • Expired – The journey request has reached its time limit and was not completed in time.

Manage Journey Requests

These actions apply at the journey request level and are accessed from the Details tab:


Move a Journey Request

As a Journey request owner, you can reassign a Journey request from one workspace to another when responsibilities shift across teams or departments. This allows for better alignment with organizational changes or workload distribution.

Perform the following steps to reassign Journey requests from one workspace to another:

  1. Log into the Agent Portal.

  2. In the left navigation panel, click the Journey requests icon, then select Journey requests to view all Journey requests assigned to you.

  3. Click the specific Journey request you want to move. The Journey request Details screen appears.

  4. Click the More options icon (three dots) next to Edit, then select Move Journey request.

  5. In the Move Journey request dialog, provide the following details:

    1. Workspace – Use the drop-down to reassign the Journey request from its current workspace to another. This is helpful when a Journey request was mistakenly initiated under the wrong workspace or when it needs to be managed under a different functional area for better visibility, reporting, or process alignment.

For example, move the Journey request from the “HR” workspace to the “IT” workspace if it involves system access or asset provisioning that is managed by IT.

  1. Group – Select the appropriate agent group within the new workspace that will be responsible for handling the Journey request. For example, if the Journey request is moved to the IT workspace, you might select the “IT Operations” or “Access Management” group based on the nature of the tasks involved.

  2. Agent – Choose the specific agent within the selected group to whom the Journey request should be reassigned. For example, if the “Access Management” group is selected, you can assign the Journey request to an agent who manages user account provisioning or system access.

  1. Click Move to confirm the reassignment.

Note: Once the Journey request is moved, it will appear under the selected workspace, and if configured, notifications will be sent to the new assignee.

Cancel a Journey Request

You can cancel a Journey request to stop its progress before completion. This is useful when the Journey request is no longer needed, such as when the request is withdrawn or the process is no longer applicable. 

Canceling a Journey request pauses all ongoing activities and prevents any further steps from being triggered. However, the Journey request remains in the system for record-keeping and auditing purposes.

Perform the following steps to cancel a Journey request:

  1. Locate the Journey request in the Journey requests list.
  2. Open the Journey request details screen.
  3. Click the More options icon (three dots) next to Edit, then click Cancel request.


Delete a Journey Request


Deleting a Journey request permanently removes it from the system. Use this option only when you are certain that the Journey request is no longer required and should not be retained for future reference.

Perform the following steps to delete a Journey request:

  1. Find the Journey request in the Journey requests list.
  2. Open the Journey request details screen.
  3. Click the More options icon (three dots) next to Edit, then select Delete Journey request.
  4. Confirm the deletion when prompted.

Note: Deleting a Journey request is irreversible and will remove all associated data and activity history.