UHR Workday Tip of the Month - Submitting a Ticket for Questions and System Issues

What Qualifies as a Workday System Issue?

A Workday system issue occurs when the system is not functioning as intended due to a technical, configuration, or functionality-related problem.

Examples:

• System Errors – When Workday fails to complete an expected action, such as an offer letter not generating or sending despite working properly previously.
• Configuration Issues – When system setup or routing is incorrect, causing tasks or processes to consistently go to the wrong team or individual without any manual
• reassignment.
• Workday Updates and Functionality – Questions or concerns related to new features, system enhancements, or biannual Workday releases that affect business processes.

Include Detailed Information in Your Ticket

To help UHR investigate and resolve issues as quickly as possible, please provide:

• A description of the task or action you were attempting to complete
• Details of the issue encountered, including any error messages
• Screenshots and/or supporting documentation
• Employee information, such as the employee’s name and 93#

Why this is important: The more information included in your ticket, the faster UHR can identify the root cause and provide a resolution.

Understanding the Difference: System Issue vs. User Error

Not every issue originates from a Workday defect. Use the guidelines below to determine

whether the problem is system-related or the result of a process or data-entry error.

System Issue

A system issue exists when Workday does not perform as expected, even when all required steps have been completed correctly, and the data entered is accurate.

Common Indicators:

•  A business process fails despite correct data and completion of all required steps
• The same issue occurs repeatedly across multiple users or transactions
• A Workday feature is not functioning as designed

Examples:

• An offer letter does not generate or send even though all required fields are completed
• A business process freezes or generates errors for multiple users

User Error

A user error occurs when a process fails because of incorrect data entry, process selection, or execution.

Common Indicators:

• An incorrect business process or action is selected
• Required information is missing, incomplete, or entered inaccurately
• Process steps are skipped or completed in the wrong order

Examples:

• Entering an incorrect effective date that causes the process to fail
• Omitting required information such as compensation details or supervisory organization
• Routing a task incorrectly by selecting the wrong role or security group
• Attempting to initiate a process without the necessary security access

Helpful Tip: Before submitting a ticket, take a moment to review your entries, verify required fields, and confirm that all process steps were completed correctly. Doing so can help prevent delays and ensure issues are routed appropriately.