Journey designer Journey Configuration fields reference
Summarize
Summary of Journey designer Journey Configuration fields reference
The Journey Configuration in ServiceNow’s Journey Designer allows administrators to create and customize journeys tailored to specific organizational needs. These configurations enable users to access role-appropriate journey features and streamline processes such as onboarding, career growth, or leave of absence management. The configuration involves setting multiple fields that define the journey’s type, source, lifecycle events, and permissions for journey owners and mentors.
Show less
Key Configuration Fields
- Journey configuration name: A descriptive name for easy identification and customization.
- Type: Categorizes the journey (e.g., onboarding, leave of absence) for reporting and consistent use with Journey Accelerator plans.
- Journey source: Defines whether the journey uses Lifecycle Events, Journey Accelerator templates, or both, supporting cross-department tasks or audience-specific processes.
- Lifecycle event type: Selects a lifecycle event managed in the system to align the journey with organizational processes.
- Journey Accelerator plan type: Specifies the type of plan (e.g., onboarding, promotion) configured by administrators.
- Active: Toggles the availability of the journey for use in Journey Designer.
- Update on manager change: Enables automatic updates to task assignments when an employee’s manager changes, requiring activation of the related flow for functionality.
- Journey mobile image: Sets an image displayed in the mobile app to visually represent the journey.
- Can be used as a template: Allows the journey to be triggered from the Create journey widget.
Journey Title Details
- Use custom title: Option to define a unique journey title visible to users such as journey owners, employees, and mentors.
- Title and description: Provides clear identification and contextual details to help journey owners select appropriate journeys.
- Title icon: Enables adding icons to journey headers for better visual identification.
Owner and Mentor Permissions
Permissions control the capabilities of journey owners and mentors, ensuring appropriate access and control within the journey process.
- Journey owner permissions: Include abilities to add mentors, edit journey tasks and stages (excluding lifecycle event elements), view satisfaction scores (requires Listening Posts integration), add recommended learning (requires Learning Posts integration), add quick links to resources, and send personalized messages with selectable email templates.
- Mentor permissions: Allow mentors to add other mentors and edit all journey elements, facilitating support for employees throughout the journey.
Practical Benefits for ServiceNow Customers
By configuring these fields appropriately, administrators can tailor journeys that align with organizational workflows and roles, improve task assignment accuracy during managerial changes, enhance engagement through personalized communication, and empower journey owners and mentors with relevant controls. This leads to a more streamlined, transparent, and effective employee experience managed through Journey Designer.
A journey configuration requires several fields to be completed or selected.
Journey Configuration page
Administrators configure journeys so that users have access to the features that are appropriate for their role. Each journey configuration is customizable to meet the needs within an organization.
| Field | Description |
|---|---|
| Journey configuration name | Provide a name for the Journey that helps managers identify the intended use case so they can customize the Journey with activity sets or stages. |
| Type | A Journey type is a category used to identify the intention of the journey,
such as onboarding, leave of absence, or career growth. Note: This value is used for
reporting and categorization. If using Journey Accelerator, keeping the
Plan type and the Journey type
consistent is helpful. |
| Journey source |
|
| Lifecycle event type | Select a lifecycle event for the Journey configuration. Lifecycle Events are created and managed from the Manage Lifecycle Event form. Go to to add or manage lifecycle events. See, Lifecycle Events. |
| Journey accelerator plan type | Journey Accelerator plan types are configured by an administrator. Plan types include plans for transitions such as onboarding, offboarding, or promotions. |
| Active | Indicates whether the Journey configuration is available (active) for use in Journey designer. |
| Update on manager change |
Option to enable a change in manager. Selecting this option will update the journey configuration and make it eligible for a manager change. The following fields of tasks are updated on reassignment:
Note: For this functionality to work, ensure that you copy the flow Manager Change - Journeys and activate it. To activate a flow, see Activate a flow. Also note that email notifications are sent to the old manager, new manager, assigned agent, and the user updating the manager in
sys_user. |
| Journey mobile image | The image that appears at the top of the Journey when viewed in the mobile app. See, Journeys on Now Mobile. |
| Can be used as a template | Indicates whether the Journey configuration can be triggered from the Create journey widget. |
Journey title details tab
Titles help journey owners identify which journey is the best for their needs.
| Field | Description |
|---|---|
| Use custom title | Selecting Use custom title so that you can create a unique title for a Journey. |
| Title | The name of the journey configuration that is visible to other users such as, journey owners, employees, and mentors. |
| Description | The description of a journey is visible to the journey owner. Descriptions help journey owners select which journey configuration is appropriate for their needs. |
| Title icon | Administrators can add icons to journey headers. |
Journey owner permissions tab
Owner permissions control which features are available for the owner of a journey to use. Some permissions are directly related to which features are available in your implementation of Journey designer.
| Field | Description |
|---|---|
| Can add mentors | Enables journey owners to add mentors to a journey. Mentors can have tasks assigned to them. |
| Can edit journey | Enables journey owners to edit and add Journey Accelerator tasks and
stages in a journey. Note: Journey owners and mentors can't modify stages, cases, or
tasks coming from the Lifecycle Event. |
| Can view satisfaction score | Enables journey owners to see the pulse survey results tied to this
journey. Note: This feature requires integration with Listening Posts. See, Integrating Listening Posts with Journey designer. |
| Can add recommended learning | Enables journey owners to add courses that are related to training or learning.
This permission depends on your organization’s implantation of Journey designer
app and features. Note: This feature requires integration with Learning Posts. See, Integrating Learning Posts with Journey designer. |
| Can add quick links | Enables journey owners to add quick links to a journey. The quick links module in the Employee Center enables access to internal and external resources, such as knowledge bases, catalog items, pages, and links. |
| Can add personalized message | Enables journey owners and mentors to send personalized messages to employees. When enabled, you can also select an email template to include for the journey configuration. The selected email template is available for the journey owner or mentor to send or modify before sending. When this permission is enabled, the Send a note button is visible in the published journey. |
Mentor permissions tab
Mentor permissions determine how much control that a mentor has in the journey process. A mentor is a person who helps employees complete journeys.
| Field | Description |
|---|---|
| Can add other mentors | Enables mentors to add other mentors to a journey. An extra mentor could have unique skills that would be helpful for an employee. Mentors can have tasks assigned to them. |
| Can edit journey | Enables mentors to edit everything in a journey. |