Progress on the portal

This page describes what customers and agents see when they open a request on the customer portal and its request type has a Ticket Journey.

Where the journey appears

The journey appears in the zone that matches the layout you chose for the request type:

• A Vertical journey appears in the Side zone.
• A Horizontal journey appears in the Top zone.

The Center zone never shows a journey. When a journey has not been configured, nothing appears.

What the journey shows

• The title of the journey and the name and the description of each step, in the colors you set for the space. See Step colors.
• A step is marked as reached when the request matches its JQL condition. When the request matches several steps, Feature Bundle marks all of them as reached.
• On a Horizontal journey, arrows move the whole bar, so customers can see steps that don’t fit on the screen, such as the earlier steps of a long journey. The bar opens scrolled so that the active step is visible.

When the journey doesn’t appear

The journey doesn’t appear on a request when any of these is true:

• The license of Feature Bundle isn’t active.
• The request type has no saved configuration in the layout of the zone. For example, a request type with a Horizontal journey shows nothing in the Side zone.
• Ticket Journey is hidden in that zone in App Configuration.