Workday Ticket Management & Reporting for Technicians

Topic

How to Manage Workday Tickets for Technicians

Environment (Products involved such as e.g. hardware, software, network)

Technology Services Ticketing System, Workday Group, HR Services Ticketing System

Resolution or Steps

Tickets received in Technology Services Ticketing portal submitted via the Workday request form will auto-assign to the Workday Group. Tickets that are emailed in or not submitted via the Workday request form will need to be manually assigned to the Workday Group by the Service Desk.

The members of the Workday Group will triage the tickets and assign tickets to themselves or move to the HR ticketing system as appropriate. The TDX Administrators and executive analyst will have the ability to move tickets between the HTC ticketing systems.

1. Managing Requests

Requests that include general inquiries and requests for training materials or simple how to questions can be processed by any Workday Group member. The technician can reference the knowledge base, assist with how to questions, and point users to knowledge base materials or Workday resources as appropriate.
Requests for access or changes to security roles will be assigned to Director of Finance or the VP of Finance within the Technology Services Ticketing System.
HR assistance requests will be moved to HR Ticketing System*. *If request is for HR access/security role it should stay in IT ticketing system.
If Tier 2 Support (System Office NextGen Help) is needed, the ticket owner will open the ticket with the System Office. The status of the ticket should be updated to Pending System Office Response while they are awaiting additional assistance. The ticket owner will be the liaison between the requester and the System Office.

2. Reporting – Workday Team Ticket Report Desktop (Dashboard)

A Workday Team Ticket Report Desktop has been created and is available to all technicians in the Workday Group (in the Technology Services Ticketing System).

Workday Desktop Report View