Journey designer journey template reference

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Journey designer journey template reference

    The journey template page in Journey Designer is essential for plan configuration owners to manage and control journey templates effectively. It provides a centralized view of the plan configuration’s name, description, ownership roles, and approval workflow, enabling structured collaboration and governance.

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    Key Features

    • Ownership Roles: A journey template has one primary owner and can have multiple co-owners. Both owners and co-owners have full permissions to modify and publish plan configurations.
    • Approvers: Assigned approvers review changes to journey templates. Only one approver’s approval is required for changes to take effect.
    • Comments and Activity: Owners can add comments visible in the Activity tab to provide context or instructions. The Activity tab also maintains a chronological history of all changes to the plan configuration.
    • Preview Functionality: Owners can preview the template either with their own roles or as a specific employee to verify changes before publishing.
    • Approval Workflow: Changes to templates become visible only after approval. Templates are locked during the approval process and cannot be edited until approved or rejected. Owners and co-owners can cancel approval requests if needed.
    • Journey Components: The Overview tab displays journey elements such as stages (containers of tasks) and task templates (individual user-assigned tasks) that owners can modify.
    • Email Notifications: Notifications are sent to owners, co-owners, and approvers regarding key events such as assignment, publication for approval, approval rejection, cancellation, approval confirmation, and reminders for pending approvals after three days and at intervals thereafter.

    Key Outcomes

    ServiceNow customers using Journey Designer can expect a controlled and transparent process for journey template management, ensuring that changes are reviewed and approved before activation. The ability to assign multiple roles, track changes, preview configurations, and receive timely notifications helps streamline collaboration and maintain compliance within plan configurations.

    The journey template page has information that is useful to the plan configuration owner.

    Header area

    The header of this page displays the plan configuration name and description and the following information.

    A ServiceNow administrator assigns owners, co-owners, and approvers.
    Owner
    There can be only one primary owner of a journey template.
    Co-owners
    There can be multiple co-owners for a journey template. Co-owners have the same abilities of the owner to change and publish plan configurations.
    Approvers
    Approvers review and approve or reject changes to a journey template. Changes to a journey template need only one approval.
    Tip:
    Owners can add comments that are displayed in the Activity tab of a plan configuration.
    1. From My tasks, open an Approval request.
    2. Select the link at the top of the request.
    3. In the plan configuration, select the Activity tab.
    4. Read the comments added by the owner to see if there are any special instructions.
    Preview
    Preview a template to make sure the changes you made are what you expected.
    • Preview this template: Preview the template with the roles that are assigned to the owner.
    • Preview as an employee: Preview the template with the roles assigned to the selected user.
    Note:
    The plan configuration preview feature depends on whether the plan configuration owner has access to the selected Audience type. These Audience types are accessible to all plan configuration owners.
    • HR Profile
    • HR Criteria
    • Users
    • Users Criteria
    • Upload file
    Publish journey template
    The changes are visible after an approval by one approver. The template can't be edited until after an approver either approves or rejects the approval request.
    Note:
    Comments are visible as comments in the Activity tab.
    Cancel approval request
    The owner or any of the co-owners can cancel the approval request.

    Journey template overview tab

    The overview tab shows all the components of a journey that can be modified by owners.
    Stages
    A logical container of a journey that includes tasks that are assigned to employees, mentors, or managers.
    Task templates
    Individual tasks assigned to a user.

    Activity tab

    Displays the history of all the changes for a plan configuration in chronological order.

    Email notifications

    Owners, co-owners, and approvers can be the recipient of email notifications.
    Note:
    Users with Notification set to Disable won't receive any notifications.
    Table 1. Email notifications details
    Email notifications are sent when Email notification recipients are
    An owner or co-owner is assigned to a plan configuration
    • Owner
    • Co-owner
    An owner publishes a journey template for approval Approver
    An approver rejects a journey template approval request
    • Owner
    • Co-owner
    An owner cancels or rescinds a journey template approval request Approver
    A journey template approval request is approved
    • Owner
    • Co-owner
    It has been more than 3 days since a journey template was submitted for approval by the owner
    Note:
    Notifications are sent on the third day and every other day (that is, 5th, 7th, 9th days) until a response is received.
    		 Approver