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Best Practices for Submitting Cases

General

Help us help you! Below we’re sharing some best practices for submitting requests and support cases so that we can resolve your Workday questions and issues as efficiently as possible.

Use Workday Request Forms

If a request form exists for your issue, please do not submit a general case–use the specific request form instead. Each request form is designed to include required fields to collect the information needed to resolve your request quickly.

Request forms include:

Also, many functions in Workday can be addressed within the system by using the Create Request task and selecting from the dropdown menu. Request forms have been built within Workday for items such as:

Information to Include in Your Support Cases for Faster Resolution

To minimize back-and-forth questions and delays to resolution of your support cases, please include the following as applicable:

  • UID, name, and supervisory organization for the employee(s) involved in the request/issue; 
  • Brief description of the request/issue;
  • Effective date of the transaction/item in question; 
  • Your security role as the requestor.

Examples of cases providing the necessary information for a quick resolution:

  • “I am the [HR Analyst] for [Worker/UID] in [Sup Org]. I am unable to [edit the SSN, see the Payslip, change their location, etc.], and this transaction is effective [date].”
  • “I am a [Recruiter] for [Sup Org] and am unable to create a job requisition effective [date].”

We appreciate your attention to these best practices to ensure that we can address your Workday questions and issues efficiently.