The Journeys module stores its configuration, execution, scheduling, email, and task-related data across multiple tables. These tables can be queried from SUPREMEONE for troubleshooting, validation, and data analysis purposes.

Step 1: Select the Tenant

After logging in to SUPREMEONE, select the FS-Microservices tenant from the list of available tenants.

This tenant provides access to the Journeys microservice and its associated database tables.

Step 2: Select the Cluster and Microservice

Once the tenant is selected:

• Cluster/Region: fs-microservices-us-green-fs-journey-service

• Microservice: journeys

Refer to the screenshot below for the appropriate tenant and microservice selection:

Journeys Configuration Tables

These tables contain the configuration and setup data for Journeys.

Example Scenario

If a customer reports that a Journey phase or activity is missing from the UI, verify whether the configuration exists in the corresponding tables:

select * from journeys; select * from activities; select * from phases; select * from stakeholders;

Journey Request Tables

These tables store execution-related records generated when a Journey is initiated.

Common Queries

Fetch a Journey Request

select * from journey_requests where account_id = <account_id> and display_id = <display_id>;

Fetch Activities for a Journey Request

select * from journey_request_activities where account_id = <account_id> and display_id = <display_id>;

Fetch Phases for a Journey Request

select * from journey_request_phases where account_id = <account_id> and display_id = <display_id>;

Fetch Scheduled Actions

select * from journey_request_schedules where account_id = <account_id> and display_id = <display_id>;

Fetch Email Records

select * from journey_request_emails;

Example Scenario 1: Journey Not Progressing

If a customer reports that a Journey is stuck in a phase:

1. Retrieve the Journey request record from journey_requests.

2. Verify the status of the phases in journey_request_phases.

3. Review associated activities in journey_request_activities.

4. Check for pending schedules in journey_request_schedules.

Example Scenario 2: Journey Email Not Triggered

If an expected Journey email was not sent:

1. Identify the Journey request.

2. Query the journey_request_emails table.

3. Verify whether an email record was generated.

4. Review scheduling records to confirm whether the email-triggering activity was executed.

ITIL Task Tables

Journeys frequently create and manage ITIL tasks. The following tables contain task-related information.

Example Scenario

If a Journey activity creates a task but the task data appears incorrect:

1. Retrieve the task from itil_tasks.

2. Validate custom field values from itil_task_field_data.

3. Validate long-text or rich-text fields from itil_task_text_field_data.

Example:

select * from itil_tasks where id = <task_id>;

Troubleshooting Workflow

When investigating a Journey-related issue, use the following sequence:

1. Validate Journey configuration:

   • journeys

   • activities

   • phases

   • stakeholders

2. Validate Journey execution:

   • journey_requests

   • journey_request_phases

   • journey_request_activities

3. Validate schedules and notifications:

   • journey_request_schedules

   • journey_request_emails

4. Validate task creation and execution:

   • itil_tasks

   • itil_task_field_data

   • itil_task_text_field_data

Following this flow helps identify whether the issue originates from configuration, execution, scheduling, notification delivery, or task creation.