Referral - Workday

Workday is the new financial and human resources tool for Universities of Wisconsin.

Users looking for support and training can go to GetHelpUW.

This document describes the referral process for Workday. There are multiple scenarios.

ATP, the Administrative Transformation Program, aims to standardize finance, human resources, and research administration business processes at the Universities of Wisconsin and UW-Madison. The main tool implementation is Workday.

Workday is a complex enterprise resource planning (ERP) system. It is replacing systems like Shared Financial System (SFS) and the Human Resource System (HRS), which feed data into most campus services.

UW-Madison HR Guides, updated for Workday, are available here: HR Guides for Employees.

Universities of Wisconsin has a Workday KB available here: Internal Workday KB.

MyUW Update

On July 7th, Workday tiles replaced:

  • Time and Absence
  • Personal Information
  • Manager Time and Approval
  • HRS Approvals used by supervisors
  • Payroll Information

Customers can review this HR Guide: Overview of What Is Changing for MyUW.

Support

   

Background

General Questions about the Administrative Transformation Program

  1. Customers with questions regarding the Administrative Transformation Program (ATP) can contact atp@vc.wisc.edu.
  2. Individuals looking for help with the Workday application can be directed to Workday or HR Guides for Employees. Please also see support scenarios further down the document
  3. Log the WiscIT incident as:
    • Help Desk Support
      • REFERRALS
        • Workday
  4. After referring the customer, set the ticket to RESOLVE to ensure the ticket does not get forwarded to other groups.

Workday Training

  1. Customers with questions regarding Workday training should be referred to the web portal workdayhelp.wisc.edu.
  2. Log the WiscIT incident as:
    • Help Desk Support
      • REFERRALS
        • Workday
  3. After referring the customer, set the ticket to RESOLVE to ensure the ticket does not get forwarded to other groups.

Groups with their own intake

  1. Refer the group as detailed below:
  2. Create a WiscIT ticket using the classification below:
    • Help Desk Support
      • REFERRALS
        • Workday
  3. Set the ticket to RESOLVE to ensure the ticket does not get forwarded to other groups.

If a customer has an issue with a DoIT service that might be related to Workday ...

Examples

  • Multiple people can’t login to their UW email account
  • Single Sign-On (SSO) isn’t working for a DoIT offered service
  • Manifest isn’t working correctly

Help Desk Support

  • Handle these cases as we normally do.
  • Alert the DoIT 24/7 group to open a problem for multiple incidents.
  • Use the affected service's Handling document.

If a customer has an issue with Workday functionality ...

Examples

  • Person doesn't have access to submit time in Workday
  • Workday is slow
  • An employee has a question about ETF or benefits enrollment
  • Person needs help figuring out how to submit an expense report or are running into an error
  • A future employee cannot log into Workday to accept their job offer before their official start date because they are not yet eligible for Duo authentication

Help Desk Support

  1. Refer the person to open a ticket through the workday portal: workdayhelp.wisc.edu
  2. If, for some reason, a user can't login to the Workday Help portal, please direct them to email and phone contact.
  3. Create a WiscIT ticket using the classification below:
    • Help Desk Support
      • REFERRALS
        • Workday
  4. Set the ticket to RESOLVE to ensure the ticket does not get forwarded to other groups.

If local IT contacts the Help Desk with an issue with their ancillary system, and it might have something to do with Workday ...

Examples

  • A department’s IT service management tool is not pulling in correct customer data
  • An IT person notices a large group of people either have access to something they shouldn’t or don’t have access to something they should in their ancillary system

Help Desk Support

  1. Refer the person to open a ticket through the workday portal: workdayhelp.wisc.edu. If the issue is widespread, they will also notify the DoIT 24/7 group to start outage procedures and notification
  2. Create a WiscIT ticket using the classification below:
    • Help Desk Support
      • REFERRALS
        • Workday
  3. Set the ticket to RESOLVE to ensure the ticket does not get forwarded to other groups.

See Also


Keywords:
workday work day atp administrative transformation program hrs sis hr ohr myuw time and absence personal information manager time and approval HRS approvals Payroll APIs Integration Platform (IICS) Finance API ERP Integrations IICS manifest single sign-on SSO e-reimbursement benefits open enrollment etf 
Doc ID:
149858
Owned by:
Dana G. in DoIT Help Desk
Created:
2025-04-14
Updated:
2025-10-07
Sites:
DoITHelpDesk-internal, hd-cps-internal