Journey designer Journey Configuration fields reference

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Journey Designer Journey Configuration Fields Reference

    The Journey Configuration in ServiceNow's Journey Designer allows administrators to customize journeys tailored to organizational needs. These configurations enable role-appropriate access and feature availability for users managing or participating in journeys such as onboarding, leave of absence, or career growth. Proper configuration helps streamline processes and ensures clarity and consistency in journey management.

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    Key Configuration Fields

    Administrators must complete or select several essential fields when configuring a journey:

    • Journey configuration name: Identifies the purpose of the journey for easy recognition and customization.
    • Type: Categorizes the journey (e.g., onboarding, leave, career growth) for reporting and alignment with Journey Accelerator plan types.
    • Journey source: Determines whether the journey uses Lifecycle Events, Journey Accelerator modules, or both, enabling cross-department tasks or template-based journeys.
    • Lifecycle event type: Selects the lifecycle event associated with the journey, managed via the Lifecycle Events form.
    • Journey accelerator plan type: Corresponds to administrator-configured plan types for transitions like onboarding or promotions.
    • Active: Toggles whether the journey configuration is available to users.
    • Update on manager change: Enables automatic updates of tasks and assignments when an employee's manager changes, requiring activation of the related flow and supporting email notifications.
    • Journey mobile image: Sets the image displayed at the top of the journey in the mobile app for better visual identification.
    • Can be used as template: Specifies if the configuration can be triggered from the Create journey widget.

    Journey Title Details

    These fields assist journey owners in selecting the appropriate journey:

    • Use custom title: Allows a unique title for clearer identification.
    • Title: The visible name of the journey to users.
    • Description: Provides context to help owners choose the best fit.
    • Title icon: Adds visual icons to journey headers for easier recognition.

    Journey Owner Permissions

    These permissions control what journey owners can do within a journey, enhancing customization and oversight:

    • Can add mentors: Enables adding mentors who can be assigned tasks.
    • Can edit journey: Allows editing and adding Journey Accelerator tasks and stages; however, stages from Lifecycle Events remain uneditable.
    • Can view satisfaction score: Lets owners view pulse survey results, requiring integration with Listening Posts.
    • Can add recommended learning: Permits adding training courses, dependent on Learning Posts integration.
    • Can add quick links: Enables inclusion of internal or external resource links accessible via the Employee Center.
    • Can add personalized message: Allows sending personalized messages with selectable email templates; enables a "Send a note" button in published journeys.

    Mentor Permissions

    Mentors support employees through journeys, and their permissions define their level of control:

    • Can add other mentors: Permits mentors to include additional mentors, broadening support resources.
    • Can edit journey: Grants full editing rights within the journey.

    Practical Benefits for ServiceNow Customers

    By understanding and configuring these fields and permissions, ServiceNow customers can create tailored journeys that reflect organizational processes accurately, enable effective role-based access, and support dynamic management changes. This leads to more efficient onboarding, lifecycle management, and employee development, while providing journey owners and mentors with the appropriate tools to guide participants successfully.

    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.

    Table 1. Journey configuration fields
    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 Events: Use Lifecycle Events to facilitate cross-department tasks, such as approvals.
    • Journey Accelerator: Use Journey Accelerator modules to create templates for different audiences, such as a department-specific onboarding process.
    • Lifecycle Events and Journey Accelerator: The Journey will contain both a Lifecycle Event and Journey Accelerator plan.
    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 All > Lifecycle Events > Manage Lifecycle Event 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:
    • HR Case: Subject person, Opened for
    • HR Task: Assigned to
    • Incident: Caller
    • JA Task: Assigned to
    • Approvals: Assigned to
    • Requests: Requested for
    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 (in the event of a change in manager) 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.

    Table 2. Journey title details fields
    Field Description
    Use custom title 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.

    Table 3. Journey owner permissions fields
    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.

    Table 4. Mentor permissions fields
    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.