Overview

This article covers how to assign the correct role for Journey request access, troubleshoot persistent permission issues, verify role-level permissions, and escalate unresolved cases.

Assigning the Journey Request Supervisor Role

If an agent cannot view a Journey request, ensure they have been assigned the Journey Request Supervisor role. Navigate to Admin Settings > User Management > Agents, search for the agent, open their profile, and click Edit. In the Roles section, select Journey Request Supervisor and save the changes. Once the role is assigned, have the agent log out and log back in, then verify whether they can now access the journey requests.

Verifying the Role Assignment and Group Alignment

If the issue persists after assigning the role, confirm the role was saved correctly by navigating to Admin > Agents > [Agent's Name] > Roles and checking that Journey Request Supervisor is listed. Ensure the agent has logged out and back in after the assignment. Also check whether the Journey request belongs to the same group or department assigned to the agent. If not, navigate to the specific Journey request and update the group or department field to match the agent's assigned permissions, then have the agent refresh their view and test access again.

Reviewing Role Permissions for Creating and Managing Journey Requests

If the agent can access the Journey request but encounters issues creating or managing specific cases, review the permissions configured under the Journey Request Supervisor role. Navigate to Admin > Roles, select Journey Request Supervisor, and confirm that the role includes access and editing rights for creating and managing Journey requests. Update permissions as needed, save the changes, and notify the agent to log out and back in to apply them. Have the agent then attempt to create or manage a journey case to confirm the issue is resolved.

Escalating Persistent Access Issues

If the issue continues for specific historical or test cases, locate the problematic Journey request using its request ID. Verify that the correct agents or groups are assigned to the case, and review the creation date and associated properties to check whether any policies, restrictions, or expiring variables may be impacting access. If the issue still cannot be resolved, escalate to the next level of support with a summary of all diagnostic steps taken, along with any error messages or behaviors observed.