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Guide

Show the timeline on a record

Add the Sojourn timeline to record pages and Experience Cloud pages, and read what it shows.

Salesforce admin About 10 minutes Since release 1

The Sojourn timeline shows how long a record spent in each value of its Tracked fields and with each owner: one lane per field, each stay as wide as its share of the time, with totals by value and by owner below.

What it shows#

  • Lanes. One per Tracked field, the status field first and the owner last. Each stay is a segment sized by its business minutes, or calendar minutes when you switch to Calendar. The stay that is still open is Lantern orange and grows until it ends.
  • Colours. A value takes the colour its Tracked field's Value Colours setting gives it: Tide, Harbor, Slate, or Mist. The setting's help text gives its format; Sojourn refuses any other colour on save. Values without one take Tide, Harbor, and Slate in turn, in the order they first appear. Coral and Lantern are kept for Breach and the open stay, so a value never takes them; a queue on the owner lane is always Slate. A field that keeps only the change shows "(hidden)" in the palette's next colour.
  • Goals. A stay with a Goal shows a tick where the goal fell; time past the goal is a red stripe along the bottom of the segment. Turn off Show goal ticks and breach stripes to draw neither.
  • Details. Focus a segment with the keyboard or point at it to see its value, owner, when it began and ended, its business and calendar time, and its goal: how far past it a breached stay went, or that a stay reached its goal's warn percent and is a warning. Press Escape to close it.
  • Totals. Below the lanes, Time by value and Time by owner list each value's time, its share, and its number of stays.
  • History that was purged. When older Intervals were purged to the archive, the timeline also reads the archive and shows those stays dashed, marked as from the archive. Archived stays have no goal marks. Show archived history decides when it looks; see Keep or purge Intervals.
  • Up to date. The card keeps what it last read while the page is open; select Refresh to read the latest Intervals and the minutes so far.
  • Long histories. A record shows its newest 500 Intervals by default, at most 2,000; the timeline says so when older ones are left out. Reports show every Interval.
  • Merged records. After a merge, the record that remains shows only its own stays. The stays of a record merged into it stay with that deleted record and are not moved; see When records are merged.

Add it to a record page#

  1. Open a record of a Tracked object, then Setup (the gear), then Edit Page.
  2. Drag Sojourn Timeline from the Custom components into the page, for example the main column.
  3. Set its properties, then Save and Activate.
Property What it does
Fields Tracked fields to show, as API names separated by commas; Owner shows the owner lane. Blank: all.
Units Business hours or calendar time when the page opens. People can switch on the card.
Most Intervals The newest Intervals shown, from 1 to 2,000. The default is 500.
Show summary Show Time by value and Time by owner below the lanes.
Show goal ticks and breach stripes On by default. Off: no goal ticks, no breach stripes, and no goal in the details or the legend.
Show archived history When the archive is on (the default): purged stays show while Sojourn archives or purges. Always: they still show after both are turned off. Never: live Intervals only.

Show archived history never shows more than a person may read: without read on the archive, they see the live Intervals only. Both properties are on record pages and Experience Cloud pages.

Who sees it#

People need the Sojourn Timeline permission, which the Sojourn User, Manager, Health Monitor, and Admin permission sets include; see Assign permission sets. The timeline shows the history of a record only to people who can open that record. Without the permission, the card says so and shows nothing else.

Add it to an Experience Cloud page#

  1. In Experience Builder, open the record page for the object, for example Case Detail.
  2. Drag Sojourn Timeline onto the page and set its properties. To show customers no agent names, set Fields to the status field only, for example Status, and turn off Show summary; tooltips then name no owner either.
  3. Publish the site.
  4. Give site users the Sojourn Site User permission set. It has no user license, so site users can hold it, and it grants only the timeline.

Signed-in site users see the history of records they can open. Guest users are not supported.

Often missed. A site user sees a record's history only if they can open the record itself, through the site's sharing sets or sharing. Sojourn does not share records.

When the card is empty#

The card says What to do
Intervals for this object appear once Sojourn tracks it Track the object in Sojourn Settings; a Sojourn admin sees a link there.
The object is tracked through a Flow that is not active Turn the object's capture Flow on; see Track an object.
No Intervals yet The first one starts when a Tracked field gets a value or changes.
You need the Sojourn Timeline permission Assign a Sojourn permission set that includes it.
This record is not shared with you Its history is hidden, as the record is.
The timeline shows here on a record page It is placed outside a record page, as in a page builder before a record is chosen; it reads nothing there.

You are done when

  • A record page shows the timeline with a lane for each Tracked field, and focusing a segment shows its details.
  • A person without a Sojourn permission set sees the permission message instead of any history.

Updated in release 1 This page changes in the same pull request as the feature it describes.