Dynamics Community Forum Thread Details

Customer Insight Journey - Journey Not Publishing

Hello Laura,

You're experiencing a frustrating and perplexing issue: a simple Customer Insights - Journeys (CIJ) journey refusing to go live and stubbornly reverting to draft status. This is unusual, especially if the same journey structure worked previously. Let's troubleshoot this systematically.

Common Causes and Troubleshooting Steps:

Validation Errors:
- Check for Errors: Even though the journey appears simple, CIJ might be encountering hidden validation errors.
  - Look for error messages or warnings in the journey designer.
  - Pay close attention to any red exclamation marks or indicators.
  - Check the "Errors" tab (if available) within the journey designer.
- Custom Tile Errors:
  - Since you are using a custom tile, the most likely culprit is an error within that tile.
  - Double check that the custom tile is valid.
  - Double check that all the required parameters for the custom tile are correctly set.
  - If the custom tile uses code, check the code for errors.
- Segment Errors:
  - Even a simple segment can have errors.
  - Open the segment and check for any validation errors.
  - Ensure the segment is "Live" and not in draft.
  - Test the segment to ensure that it returns the expected results.

Resource Availability:
- Insufficient Resources: CIJ might be encountering resource limitations, especially if you have a large number of active journeys or a heavy workload.
- Service Health: Check the Dynamics 365 service health dashboard for any reported outages or performance issues.
- Tenant Limits: There might be tenant limits related to journeys or custom tiles.

Permissions and Security Roles:
- Insufficient Permissions: Ensure that your user account has the necessary permissions to publish journeys and use custom tiles.
- Security Role Changes: Check if any recent changes to security roles might have affected your access.

Caching and Browser Issues:
- Clear Browser Cache: Clear your browser's cache and cookies, as cached data can sometimes cause unexpected behavior.
- Try a Different Browser: Test the journey in a different web browser.
- InPrivate/Incognito Mode: Try publishing the journey in an InPrivate (Edge) or Incognito (Chrome) window.

Solution and Component Conflicts:
- Solution Conflicts: If you're using solutions, there might be conflicts between solutions or components.
- Component Dependencies: Ensure that all required components are published and available.
- Customization Issues: There may be some customization that is causing issues.

Recent Updates or Deployments:
- Recent Updates: A recent Dynamics 365 update or deployment might have introduced a bug or changed the behavior of CIJ.
- Custom Deployments: If you recently deployed any custom code or solutions, they might be interfering with CIJ.

Journey Settings:
- Check Journey Settings: Review the journey settings for any unusual configurations.
- Check the Time Zone: Make sure the time zone is correctly set.

Power Automate Flows (If Applicable):
- Dependent Flows: If your journey relies on Power Automate flows, ensure that the flows are running correctly.
- Flow Errors: Check for errors in the Power Automate flow run history.

Troubleshooting Steps:

Review Error Messages: Carefully examine any error messages or warnings in the journey designer.
Validate Components: Validate the segment and custom tile to ensure they are working correctly.
Simplify the Journey: Create an even simpler test journey (e.g., a segment and a standard email tile) to isolate the problem.
Check Service Health: Verify the Dynamics 365 service health dashboard.
Test in a Different Environment: If possible, test the journey in a different CIJ environment (e.g., a sandbox environment).
Contact Microsoft Support: If you've exhausted all troubleshooting steps, contact Microsoft Support for assistance.

By systematically working through these steps, you should be able to identify the cause of the journey's draft status and resolve the issue.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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