Journey configuration error "Unable to get the journey contents".

[SimenKnudsen]

Hi! I have changed the journey owner to become the subject_person's manager from the LE case.
This seem to work and the owner of the journey becomes the manager, but I get this error when submitting the Record producer "Unable to get the journey contents". Any ideas why this is? Everything is out-of-the-box without that change to the journey owner.

Looking at the system log, I find these two

[Abbas_5]

Hello @SimenKnudsen,

The "Unable to get the journey contents" error in ServiceNow Journey Designer can stem from several factors, including issues with the Journey management plugin, user roles and permissions, or incorrect configurations. To resolve this, you should first verify the Journey management plugin is installed and activated. Next, confirm the user has the necessary roles and permissions to access the Journey Designer and its functionalities. Also, check for any UI policies that might be interfering with the display of the journey contents. If the problem persists, review the portal logs for specific error messages that can provide clues. Finally, ensure the journey configuration is correctly set up, especially regarding the journey source and owner field table.

Please refer to the below steps:

1. Journey Management Plugin Issues:

• Plugin Installation and Activation:

  Verify the Journey Management plugin is installed and activated in your ServiceNow instance.
• Plugin Version Compatibility:

  Ensure the plugin version is compatible with your ServiceNow instance version.
• Plugin Configuration:

  Check if the plugin is configured correctly, including the necessary settings for the Journey Management Portal.

2. User Roles and Permissions:

• Access Control Lists (ACLs):

  Ensure that the user has the necessary roles and permissions to access the Journey Designer and its associated features.
• Restricted Caller Access:

  Check for any restricted caller requests for the widgets you are using in the journey and ensure they are allowed. 
• Role Assignment:

  Confirm that the user has the correct roles assigned to them, such as "hr_admin" or "user". 

3. UI Policies and Configurations:

• UI Policy Conflicts:

  Review UI policies for the Journey management portal and ensure they are not causing any display issues or restricting access. 
• Journey Configuration:

  Verify that the journey configuration record (sn_jny_journey_config) is set up correctly, especially the fields related to journey source, owner field table, and other relevant settings. 
• Journey Source:

  If using "Lifecycle Event" as the journey source, ensure the "Journey owner field table" is correctly set to "HR Case". 

4. Browser Issues:

• Browser Compatibility:

  Ensure you are using a compatible browser for the Journey management portal.
• Browser Cache:

  Clear your browser's cache and cookies, which can sometimes resolve display issues. 

5. Error Messages and Portal Logs:

• Portal Logs:

  Review the portal logs for any error messages that might provide clues about the root cause of the problem.
• Specific Error Messages:

  Pay attention to any error messages related to the "Unable to get the journey contents" error. 

6. Troubleshooting Steps:

• Disable and Enable ACLs:

  Temporarily disable any ACLs that might be blocking access and then re-enable them to see if it resolves the issue. 
• Check Restricted Caller Access:

  Verify that any restricted caller requests are allowed, especially if the journey involves specific widgets or functionalities. 
• Test with a Different User:

  Try accessing the journey with a different user who has the required roles and permissions to see if the issue is user-specific.
• Create a New Journey:

  If possible, try creating a new journey with a simple configuration to see if the problem is related to a specific journey or a general issue with the Journey Designer.

  OR please refer to the below link:
  https://www.servicenow.com/community/hrsd-forum/getting-errors-when-loading-the-journey-page/m-p/274...
  
  

  If it is helpful, please hit the thumbs button and accept the correct solution by refer to this solution; it will be helpful to them.

  Thanks & Regards,

  Abbas Shaik

[SimenKnudsen]

I found the issue myself, I just needed to run it as another user than the system admin 😕 The system admin doesn't have a valid persona for it. 

[lalithasugu]

Hi Team, 

We need to ensure that the Mentor is linked to the Journey. This is essential for the Mentor to access the Journey from the Journey Task.

Thank you

S. Lalitha