Last updated: 2025-12-16

Source: https://support.freshservice.com/support/solutions/articles/50000011404-logs-captured-in-journey-requests

The system automatically records the following actions at the journey request, phase, activity, and guest user levels:

  • Journey Request Logs
  • Activity Logs
  • Phase Logs
  • Guest User Logs

    • Journey Request Logs

    ScenarioSystem Log SyntaxExample
    User initiates a journey request<Initiator name> Initiated the journey request <journey name> Requested for <assignee name>James Corbin initiated the journey request for hiring a product designer for Allen Smith
    Agent updates journey request details (including title)<Agent name> Updated the journey request <journey name> Set "<field label>" as <new value>Phil Hart updated the journey request "Hiring a product designer" <br>Set "Title" as Hiring product designer<br>Set "Reporting manager" as Paula Patton<br>Set "Designation" as Staff Product Designer<br>Set "Owner" as Steve Tyson
    Agent updates journey request metadata<Agent name> Updated the journey request <journey name> Set "<field label>" as <new value>Phil Hart updated the journey request "Hiring product designer"<br>Set "Location" as London<br>Set "Date of Joining" as 12th June 2025
    Stakeholder updates journey request metadata<Stakeholder name> Updated the journey request <journey name> Set "<field label>" as <new value>Matt Cardona updated the journey request "Hiring product designer"  <br>Set "Location" as London<br>Set "Date of Joining" as 12th June 2025
    Journey ReOwner cancels the request<Owner name> Canceled the journey request <journey name>Melissa Conway canceled the journey request "Hiring UX writer"
    Request fails due to system errorSystem Failed the journey request <journey name>System failed the journey request "Exit process for Marco Stellar"
    Request completed (all activities completed/skipped)System Completed the journey request <journey name>System completed the journey request "Hiring staff product designer"
    Request expires after thresholdSystem Marked the journey request <journey name> as expiredSystem marked the journey request "Hiring staff product designer" as expired

    Activity Logs

    ScenarioSystem Log SyntaxExample
    User updates an activity<User name> Updated the activity <activity name> Set "<field>" as <value>Hardy Smith updated the activity "Hand over laptop and other equipment"<br>Set "Assigned to" as Miguel R. Sanchez<br>Set "Status" as Asset verification underway<br>Set "Due date" as 31 Mar, 2025
    System initiates activity (triggered)System Initiated the activity <activity name> Set "<field>" as <value>System initiated the activity "Review design portfolio"<br>Set "Assigned to" as Sam Mendes<br>Set "Due date" as Sep 23, 2025<br>Set "Type" as Email<br>Set "Mandatory activity" as Yes
    System completes activitySystem Completed the activity <activity name>System completed the activity "Send offer letter"
    User completes an activity<User name> Completed the activity <activity name>Matt Cardona completed the activity "Accept the offer"
    System cancels an activitySystem Canceled the activity <activity name>System canceled the activity "Accept the offer"
    System skips an activity (logic based)System Skipped the activity <activity name>System skipped the activity "Team lunch"
    Agent skips an activity<Agent name> Skipped the activity <activity name>Matt Cardona skipped the activity "Accept the offer"
    Journey Request Owner skips an activity<Owner name> Skipped the activity <activity name>Meredith Rose skipped the activity "Submit feedback"
    Reminder sent for an activity<User name> Sent reminder for the activity <activity name>Xavier Morris sent reminder for the activity "Share bank details"
    Activity fails due to technical errorSystem Failed the activity <activity name>System failed the activity "Renew contract with Peacock Network"

    Phase Logs

    ScenarioSystem Log SyntaxExample
    System initiates a phaseSystem Initiated the phase <phase name>System initiated the phase "Prejoining formalities"
    System completes a phaseSystem Completed the phase <phase name>System completed the phase "Prejoining formalities"
    System skips a phase (logic based)System Skipped the phase <phase name>System skipped the phase "Day 1 formalities"
    Phase fails (activity failure)System Failed the phase <phase name>System failed the phase "Get reference from previous managers"

    Guest User Logs

    ScenarioSystem Log SyntaxExample
    Guest user addedSystem Added the guest user <name>System added the guest user "Ashik Mehmaan"
    Guest user deactivatedSystem Deactivated the guest user <name>System deactivated the guest user "Ashik Mehmaan"
    Guest user reactivatedSystem Reactivated the guest user <name>System reactivated the guest user "Ashik Mehmaan"
    Guest user forgottenSystem Forgot the guest user <name> (permanently deleted)System forgot the guest user "Ashik Mehmaan" (permanently deleted)
    Guest user profile updated to business emailSystem Updated the stakeholder's contact details from personal email (<old>) to business email (<new>)System updated the stakeholder's contact details from personal email (shaun.hastings\_92@gmail.com) to business email (shaun.hastings@freshworks.com)