Impacts to the Workday Service Desk and links in Modernization resources

Following an update to Jira, the platform housing the Workday Service Desk, some links to the service desk and specific ticket types provided before 12/18/24 may no longer be viable. This includes:

• Bookmarked or saved links to the Workday Service Desk or specific ticket types for certain functional areas, such as SPS, HRS, or Payroll.
• Links to Workday Service Desk ticket types provided in Workday communications, such as the Workday Digest, Workday blog posts, or previous Known Issues communications issued before 12/18/24. 

This issue does not impact:

• Links to the Workday Knowledge Base articles and reference guides.
• The Known Issues and Resolutions page.
• Links to Modernization web pages.

WSU employees may now access the Workday Service Desk at support.workday.wsu.edu, however, the following actions are recommended for employees who may use the Modernization website to access the Service Desk or ticket types, or who may have these links bookmarked in their own browsers:

• Please delete all previously bookmarked links to the Workday Service Desk, including links to specific ticket types for certain functional areas.
• Refresh browser caches to ensure the updated links found at support.workday.wsu.edu can be accessed.

Upon logging in to the updated Workday Service Desk, users will encounter a new layout. This new layout features functional areas listed along a lefthand column, rather than as buttons. When a functional area is selected from the left-hand list, the available specific ticket types will populate to the right. When a ticket type is selected, the ticket will appear as a new page, rather than as a pop-up window. To exit an incomplete ticket, users must select “Cancel,” located at the bottom of the ticket, or use the back button within the browser.

Additionally, we are currently in the process of locating and updating links in critical locations on the Modernization website. In the coming days, we will also begin to reach out to areas whose websites may feature links to the prior version of the Workday Service Desk. We appreciate your patience and understanding as we work through this process.

We apologize for any inconvenience or frustration caused by these impacts to the Workday Service Desk. If you are still encountering issues accessing the service desk, or if you have questions, please reach out at support.workday.wsu.edu, or by email at modern.initiative@wsu.edu.