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    Solution home Enterprise Service Management

    Admin Configuration

    Learn how to create new Journeys as an Admin, configure the initiator form, manage stakeholders, set up phases and activities, and publish the journey

    Set up Activities in Journeys
    After setting up a phase, the next step is to add activities that need to be completed as part of that phase. Activities define the specific actions require...
    Tue, 1 Jul, 2025 at 10:40 AM
    Configure Advanced Options in Activities (Journeys)
    After selecting the required activity, such as a ticket, task (simple or form-based), or schedule email, expand Show advanced options to access additional s...
    Tue, 1 Jul, 2025 at 10:42 AM
    Create a Ticket Activity in Journeys
    After you create a phase, you need to add activities to define the tasks that the appropriate stakeholders must complete.  Note: To control the execution o...
    Tue, 1 Jul, 2025 at 10:43 AM
    Create a Task Activity in Journeys
    You can add a task activity to a phase and assign it to the relevant stakeholders. The task can be one of the following types: Form task – Use this optio...
    Tue, 1 Jul, 2025 at 10:42 AM
    Create a Form Task in Journeys
    Perform the following steps to create a Form task activity: Under the desired phase, click + Create activity, as shown in the image below. Under Acti...
    Tue, 1 Jul, 2025 at 10:43 AM
    Create Child Activities (Form Task) in Journeys
    When your form includes Service Item fields, you must create child activities to map each service item to a corresponding ticket. By default, child activiti...
    Tue, 1 Jul, 2025 at 10:44 AM
    Create a Simple Task in Journeys
    Perform the following steps to create a simple task activity: Under the desired phase, click + Create activity, as shown in the image below. Under Ac...
    Tue, 1 Jul, 2025 at 10:44 AM
    Create a "Schedule Email" Activity in Journeys
    Within the desired phase, add an Email activity to notify stakeholders to help advance the journey. Note: To control the execution order of this activity, ...
    Tue, 1 Jul, 2025 at 10:45 AM
    Manage Journey Settings
    Use the settings at the Journey level to control various aspects of how the journey functions. Note: Based on the configured permissions, the Journey Requ...
    Mon, 30 Jun, 2025 at 6:37 PM
    Publish a Journey
    IN THIS ARTICLE What Happens After Publishing? Journey Publish Validation Errors Common Journey Validation Errors Condition and Operation Validation Er...
    Tue, 1 Jul, 2025 at 11:32 AM
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