Topic

How to Manage Workday Tickets for Technology Services Ticketing System (TDX) Technicians

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

Technology Services Ticketing System (TDX), Workday Group

Resolution or Steps

How Workday Tickets Are Handled

Tickets sent through the Technology Services Ticketing portal using the Workday request form will automatically be sent to the Workday Group. Tickets that are emailed or not sent through the Workday form must be manually assigned to the Workday Group by the Service Desk. The Workday Group members will review the tickets assigned to the Workday Group. They will either take the ticket themselves or move it to the HR ticketing system if needed. TDX Administrators and the executive analyst can move tickets between the HTC ticketing systems.

1. Managing Ticket Requests

• General questions or requests for training materials can be handled by any Workday Group member.
  They can use the knowledge base, answer “how-to” questions, and share helpful resources.

• Requests for access or security role changes go to the Director of Finance or VP of Finance in the Technology Services Ticketing System.

• HR help requests will be moved to the Human Resources (HR) Ticketing System. 
  If the request is for HR access or security roles, it stays in the IT ticketing system.

• If Tier 2 Support (System Office NextGen Help) is needed, the ticket owner will open a ticket with the System Office.
  The ticket status should be changed to Pending System Office Response while waiting for help.
  The ticket owner will act as the link between the requester and the System Office.

2. Reporting – Workday Team Ticket Report Dashboard

A Workday Team Ticket Report Dashboard is available for all technicians in the Workday Group in the Technology Services Ticketing System, and can be added by a TDX administrator.

Resources