Updates to Workday Service Desk links, layout and functionality

On December 18, WSU ITS updated Jira service desks across the university to improve functionality and accessibility, complying with WCAG (Web Content Accessibility Guidelines). This update included the Workday Service Desk.

At this time, the following changes were implemented:

  • Service desks were updated to feature a standardized, consistent interface. Access the updated Workday Service Desk at support.workday.wsu.edu.
  • Service desk URLs were restructured, impacting:
    • 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.

As a result of these changes, the following actions are recommended for employees who may have bookmarked Service Desk URLs prior to 12/18:

  • 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.

The following resources and links are not impacted, and do not need to be deleted and re-saved:

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

In addition to the updates above, the following improvements to functionality were implemented:

  • Reference guides may now be accessed within the same tab, without opening a new window. This removes the extra step of opening the guide within a separate modal, and makes it easier to return to search results by selecting “Back to Results” in the top left-hand of the guide.
  • Ticket types may now be accessed by selecting from the list of options to the left-hand of the Service Desk page. When a functional area is selected, 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.

The How to Use the Workday Service Desk reference guide has been updated to reflect these changes. If you have questions or concerns regarding these changes, please reach out at support.workday.wsu.edu.