Journey designer journey template reference

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Journey Designer Journey Template Reference

    The journey template page in ServiceNow's Journey Designer provides essential information and controls for plan configuration owners. It enables management of journey templates through defined roles, approval workflows, and preview options, ensuring that journey plans are accurate and properly authorized before publishing.

    Show full answer Show less

    Key Features

    • Role Assignments:
      • Owner: A single primary owner responsible for the journey template.
      • Co-owners: Multiple co-owners with the same modification and publishing rights as the primary owner.
      • Approvers: Individuals who review and approve or reject changes, with only one approval needed to proceed.
    • Comments and Activity: Owners can add comments visible in the Activity tab to provide special instructions or context for approvers and collaborators.
    • Preview Functionality: Allows users to preview the journey template from different role perspectives, such as the owner or a selected employee, to validate changes before publishing. Preview access depends on the owner's permissions to specific Audience types like HR Profile and User Criteria.
    • Approval Workflow: Changes to a journey template require approval before becoming visible and editable. During the approval process, editing is locked. Owners and co-owners can cancel approval requests if necessary.
    • Journey Template Components:
      • Stages: Logical containers grouping related tasks assigned to employees, mentors, or managers.
      • Task Templates: Individual tasks assigned to users within the journey.
      • Activity Tab: Tracks and displays all changes made to the plan configuration in chronological order.
    • Email Notifications: Automated email alerts are sent to owners, co-owners, and approvers regarding role assignments, publishing requests, approvals, rejections, and reminders for pending approvals. Users who have disabled notifications will not receive these emails.

    Key Outcomes

    ServiceNow customers leveraging journey templates can efficiently manage and control journey plans with clear ownership, collaborative editing, structured approval processes, and comprehensive visibility into changes and communications. This ensures accurate, well-governed journey configurations that align with organizational needs and compliance requirements.

    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