Summary
This article guides users on how to effectively submit Workday issue tickets in TDX by providing detailed information, including transaction details, screenshots, and context. It emphasizes the importance of thorough reporting to ensure issues are accurately diagnosed and resolved. Incomplete tickets may be returned or closed until sufficient details are provided.
Body
When working in Workday, it's not uncommon to encounter issues related to transaction routing, views of information, processes, or adherence to institutional policies and regulations. If you identify a problem, whether it's a payroll-impacting error or another critical issue, it’s essential to report it through the TeamDynamix (TDX) system. This guide will help you understand how to effectively submit a Workday issue ticket in TDX to ensure it is addressed promptly and accurately.
Purpose
The purpose of this article is to provide clear instructions on submitting Workday issue tickets in TDX. Effective reporting is crucial for resolving issues efficiently. When reporting an issue, it is important to provide as much detail as possible to ensure that the problem can be identified and addressed correctly.
Detailed Guidance for Submitting Workday Issue Tickets
When submitting an issue ticket in TDX, follow these steps to ensure the issue is well-documented:
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Provide Detailed Information:
- Clearly describe the issue and how it impacts your work or the system's functionality.
- Include specific transaction details, such as the person involved, position number, job requisition number, and department. This information helps narrow down where the issue may have occurred.
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Include Screenshots:
- Take and attach screenshots that highlight the specific issue. This could include routing history, specific field information, or error messages.
- Annotate screenshots if necessary to draw attention to particular areas of concern.
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Describe the Context:
- Explain the circumstances surrounding the issue. For example, is the issue related to a specific worker type (e.g., extra help vs. faculty)? Is the worker a rehire or transferring from another company? These details are critical in understanding the problem.
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Identify Where the Process Failed:
- If the issue involves a process, describe where the process deviated from expectations. For example, did a step in the approval process not execute correctly? Was information missing or incorrectly displayed?
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Explain the Impact:
- Describe how the issue is impacting your work or the organization. Is it preventing payroll from being processed correctly? Is it causing delays in hiring or other HR processes? The more the support team knows about the impact, the better they can prioritize and address the issue.
Importance of Providing Complete Information
Simply stating that something isn’t working is insufficient. Without detailed information, the support team cannot adequately diagnose or resolve the issue. Incomplete tickets will be returned or closed until additional details can be provided.
Conclusion
By providing comprehensive details when submitting a Workday issue ticket, you help ensure that the problem is understood and addressed efficiently. Your thoroughness allows the support team to pinpoint the cause of the issue and work towards a solution that resolves it fully.