Journeys Migration Guide - Support and Troubleshooting

Journeys Migration Guide Journeys Migration Guide This article is for customers who are using Lifecycle Events and/or Journey Accelerator and are implementing Journey designer.

Lifecycle Events Migration Summary When a customer installs Journey designer, any outstanding Lifecycle event cases, will not be affected. The customer will need to migrate their existing HR services to utilize journeys instead of Lifecycle Events.

Note: This has been tested on out-of-the-box instances. For any highly customized use cases, please ensure to test this thoroughly in non-production environments.

Journey Accelerator Migration Summary The last standalone version of JA is v4.0.3. Journey Accelerator v5.0+ will be bundled with Journey designer. Journey Accelerator v4.0.3 will remain available for install until Washington D.C., the latest version of Journey designer and Journey Accelerator will be automatically installed. At this point, the customer cannot use the old Journey Accelerator Employee Center pages (i.e. plan pages) but will need to use the new Journey designer UIs.

We will be providing a migration script to migrate active Journey Accelerator plans to Journeys no later than February 2023. If you have questions on this process, please reach out to rashi.wadhwani@servicenow.com .

For customers who have not yet installed Journey Accelerator, we strongly recommend moving straight to Journey designer.

General Information regarding Journey designer migration You must be on Tokyo+ You must install Lifecycle Events for Enterprise first You must install the Journey designer store application (until Utah true-up) from the <a style="color: #0563c1; text-decoration: underline;" href="https://store.servicenow.com/auth_redirect.do?sysparm_stack=no&sysparm_url=https%3A%2F%2Fservicenow.okta.com%2Fapp%2Fservicenow_servicenowstore_1%2Fexk1kabb1uldeZ04O0h8%2Fsso%2Fsaml%3FSAMLRequest%3DlVJdbxoxEPwrJ79z30BicUhXUFWkNDkF2oe8RHvnJVj47KvXR9J%252F38MQQR%252BK1Ddrd3ZndsYzglalHS97t9PP%252BKtHcsFHqzTxU6dgvdXcAEniGlok7hq%252BLr8%252F8DSMeWeNM41RLCiJ0Dpp9MJo6lu0a7QH2eCP54eC7ZzriEcROWMxpFNHm%252FewMW2k4dDBG4bCsGA50EsNxz1XUxe82TvwQ9B1V%252FXXy9NTvCYRfuyTPdR10iuBL3H%252BFO%252FuIiITHc9iwVdjG%252FRHF2wLipAFq2XB1o%252BL6SSHbDzO77L7ehtjI0Sd41Q0WRJPxiLOByBVQCQPeBkl6nGlyYF2BUvjNB3Fk1F6v0mmPMl4Pg6nWfbCgups1xephdRvt72tTyDi3zabalQ9rTd%252BwUEKtI8D%252Bj9s%252FYmWvKXDXjaf%252BWS5F22vw76tBz4TZvNbxLPoev2ZrONHxatlZZRsfgelUuZ9YRHccIWzPfpAWnD%252FVpCEia9IMdp6KMcWpCqFsEjEovmZ9%252B%252BvPP8D%26RelayState%3Dhttps%253A%252F%252Fstore.servicenow.com%252Fnavpage.do">ServiceNow store You need to be on Employee Center Pro (Journey designer will not work with Employee Service Center)

Application Installs Installing Journey designer v1.0 (or subsequent versions) will install: Journey Accelerator v5.0 (or subsequent versions) Retry framework v1.0 Employee Center Pro v26.0 Content Publishing v26.0 Optional applications: Learning Posts V5.0 Listening Posts V5.0 Exchange online integration spoke (for scheduling meetings within Journeys) ML for recommended learning Virtual Agent Note: Please reference the <a style="color: #0563c1; text-decoration: underline;" href="https://servicenow.okta.com/app/servicenow_servicenowstore_1/exk1kabb1uldeZ04O0h8/sso/saml?SAMLRequest=lVLBbtswDP0VQ%2FfYkuemqRAH8BIMC9C1RpP10EtB20wjRJY8UU67v5%2BjZEh2WIDeBPKR7%2FE9TQlanXay6P3WPOGvHslHH602JI%2BdnPXOSAukSBpokaSv5ar4cS%2FTmMvOWW9rq1lUEKHzypq5NdS36Fbo9qrGn0%2F3Odt635FMEvLWYUzHjrHvcW3bxMC%2BgzeMG8uixUCvDBz2XEyd8XbnIQxB113UX8%2FPQPEqEvzYiR1Uleh1gy88e%2BTbSUJkk8NZLPpmXY3h6JxtQBOyaLnI2ephXle3WTZOx3ciSye85uPxXQU8%2B8IBb7BKNwOQSiBSezyPEvW4NOTB%2BJylPE1H%2FHYksjXnkt9ILuKJyF5YVJ7s%2BqpMo8zbdW%2BrI4jk9%2FW6HJWPq3VYsFcNuocB%2FQlbn9FRsHTYy2bTkKwMot1l2Nf1wN%2BE2ewa8TS5XH8i6%2BRB8XJRWq3q31GhtX2fOwQ%2FXOFdjyGQFvz%2FFYhYhIpqRpsAldiC0kXTOCRiyezE%2B%2B9Xnv0B&RelayState=https%3A%2F%2Fstore.servicenow.com%2Fnavpage.do">ServiceNow store listing for complete details

Creating a journey with an existing Lifecycle event Note: See the Journey designer guided set up (in-product) for full details on setting up a journey

Create a new Journey configuration (Manage Journey Configurations module) and Journey type (Manager Journey types module) Ex Journey type = Onboarding Ex Journey configuration = New hire onboarding for US employees Select the existing Lifecycle event type in the Journey configuration By default, the Journey owner will be set as the 'opened for' on the lifecycle event. You can modify this in the configuration

Associate an HR service Journeys that contain a lifecycle event will require an HR service for creation. You have 2 options:

Create a net new HR service (and record producer if required) of fulfillment type 'Journey' and associate the journey created (only Journeys with a Lifecycle event will be available) You will need to de-activate the previous HR service/record producer

(Recommended) In the Journey designer scope (HR services for journeys must be created in the Journey designer scope), copy your existing HR services using 'Insert and stay'. Modify that newly created HR services to fulfillment type of 'Journey' instead of 'Lifecycle event' You will need to de-activate the previous HR service, but you can reuse the record producer

Notifications We are removing Journey Accelerator notifications in the Journey designer application and replacing them with Journey designer notifications (which will include notifications related to Journey Accelerator tasks). We are not modifying HR task notifications.

We recommend testing notifications thoroughly to ensure duplicate notifications aren't created.

Roles See roles we are providing OOB and how they inherit existing lifecycle event and journey accelerator related roles:

Heading configurations from LE and JA You will need to build new heading configurations for journeys and associate those with the Journey type. We will be providing default configurations for each persona (employee/owner/mentor), but you can create your own or modify the default ones to add data to the headers or modify the labels.

Case Creation via Agent Workspace or Platform Agents will continue to create and manage lifecycle event cases that are created from a journey as they handle lifecycle event cases today. When a journey is created containing a lifecycle event (not applicable for journeys that contain only Journey accelerator configurations), the agent will continue to access the underlying lifecycle event case and HR tasks in agent workspace. If the case is part of a journey, they will see the related journey record on the form and any JA tasks in a related list for reference.

Journeys containing just Journey Accelerator components will not appear in agent workspace, as they have no underlying case.

Other Lifecycle event entry points If you are triggering lifecycle event cases today from a business rule, then you will need to modify the business rule to trigger the correct HR Service (of type 'Journey') vs. the HR service (of type 'Lifecycle event') to ensure that journeys are created going forward.

Note: This applies to all current ways you trigger a lifecycle event case today.

NowMobile Journey designer V.1 is not available in the Now Mobile application. For customers leveraging Now Mobile for lifecycle event cases, we recommend waiting until Journey designer is available in Now Mobile (targeted for V2.0)

Journeys will be available in a mobile responsive user interface. Employees and managers can access their journeys and complete tasks. However, managers cannot create or edit journeys in mobile web.

Other considerations If the case is created from a journey, the case will no longer appear under 'Requests' in the Employee Center. The employee, owner, and mentor will be able to access the Journey from the following entry points:

'My journeys' in the 'More' overflow menu in the Employee Center header 'My Active Items' widget on the Employee Center homepage Journeys widget on the Employee Center home page (optional widget, will not appear by default, but available with Journey designer) Manager Hub (if installed) Notifications

Note: All tasks created from the journey (JA or HR) can be found in 'My tasks' unless configured otherwise.

Mentor permissions By default, mentors on a journey will only have access to the stages and tasks created from Journey Accelerator and not from the lifecycle event stages and tasks. However, if you wish to give the mentor access to view the stages/ tasks coming from the lifecycle event, you can modify the available ACLs and restrict query business rule:

ACL on HR case:

ACL on Lifecycle event case:

Restrict Query business rule on HR case:

Restrict Query business rule on HR task:

Journey Accelerator migration When you install Journey designer, entry points to 'My Action Plans' will be removed. Additionally, we will direct users away from the existing Journey Accelerator plans page and to the Journey page.

We have provided a migration script to migrate your Journey Accelerator plans to Journeys. If you are using Journey Accelerator and have active plans, you can run this script and they will get migrated over to journeys. Employees will need to go to their 'Journeys' page to access the same journey. See below for how to access the scripts.

If you are using Journey Accelerator with Lifecycle Events, you should delete the 'Create JA plan' HR task type (Journey Accelerator feature available since Rome). You should utilize the journey configuration to have the Lifecycle event case trigger the Journey Accelerator plan. If you are a new customer installing Lifecycle events and Journey designer in Tokyo, this HR task type will be removed.

To support the migration from Journey Accelerator 4.0 to Journey designer, two scripts are provided - one for migrating JA plans to journeys and one for disabling JA notifications and modules that are no longer required. They must be run separately, the first in the Journey designer scope and the second in the Global scope.

This is applicable to customers who are using Journey Accelerator v4.0 and are migrating to Journey designer v1, v2, or v3. Starting in Washington D.C. release, Journey Accelerator v4.0 will no longer be supported.

From the Journey Accelerator app in ServiceNow app store, download following scripts listed under 'Supporting Links and Docs'.

JA-v4.0_JD_migration_script.xml

JA-v4.0_JD_disable_module_flows_script.xml

In your instance, go to System Definition > Fix Scripts. Upload the scripts using 'import XML'. Run each fix script.

If you need help migrating your Journey Accelerator plans over to Journey designer, please reach out to your ServiceNow contact or rashi.wadhwani@servicenow.com .

NOTE: We no longer support standalone Journey Accelerator and going forward it will be an integral part of Journey Designer v1.0