Workday Support

Depending on what you need help with, you may find it beneficial to try the following before requesting Workday support from the ISC.

1. Check the Workday Knowledge Base for how to complete a task or process, and answers to common questions. This can be a faster than requesting Workday support.
2. Ask your manager or a colleague for assistance, especially if you need guidance on unique practices used in your department. Pay or HR inquiries can also go to your manager or leader.
3. Review any available Workday training courses on the topic you need help with. To see all training courses available to you, run the My UBC Workday Training report in Workday.

The quickest, most efficient way to access Workday support is to submit a Workday support request through Get Workday Support in the UBC Self Service Portal. This allows you to document the issue in your own words, add as much detail as possible (the issue, steps taken, error message, etc.) and screenshots if relevant.

See Workday Support: Ticket Tips and Tricks in the Workday Knowledge Base for more details.

For urgent issues or to follow-up on a previously submitted Workday support request, you can also contact the ISC by phone at 604-822-8200 (UBC Vancouver) or 250-807-8163 (UBC Okanagan). Our phone hours are 8:30 am to 4:30 pm from Monday to Friday (except statutory holidays).

Whether you submit a Workday support request online or contact the ISC by phone or email, a Workday support ticket will be created for you. You will receive an email that you can reply to directly with updates and additional attachments, and you can also view your ticket in the UBC Self Service portal at any time.

All support tickets are reviewed and assigned to the individual or team who is best able to work on the issue. Tickets may be assigned to a specialized team within the ISC, or to another operational department.

While many of UBC’s administrative and operational processes run in Workday, the ISC Service Centre can only provide support with how to use Workday. You should contact the relevant department if you: 

• Need guidance on UBC policy, procedures, or best practices
• Have questions specific to your job or departmental operations
• Require advice on a personal matter (e.g. whether to enrol in benefits)
• Want help using or accessing other UBC systems, such as Canvas

Note: If you request Workday support from the ISC, we will send your inquiry to the appropriate person or team, even if they are outside of the ISC, or do our best to provide you an alternate contact point.

When submitting a Workday support request, you indicate the urgency of your issue. Urgency is based on how time-sensitive an issue is. An example of an issue with high urgency would be a pay-impacting transaction that needs to be completed by a Payroll Operations deadline (within 2 days). After you submit your support request, the ISC may change the urgency based on the information you provide.

See Workday Support: Ticket Tips and Tricks in the Workday Knowledge Base for more details about urgency.

Support for Workday Student and related systems is provided by the ISC, UBC IT and Enrolment Services. Faculty and staff who perform student-related administrative and advising duties can submit a Workday Student support request for help using Workday, or contact the ISC by phone or email. 

The ISC provides help with how to do tasks and processes in Workday, including work you do as part of your role at UBC as well as an individual. This includes security role requests, reports, etc.

Enrolment Services (UBCV or UBCO) can help with program, course, or cohort set-up or changes (e.g. reserved capacity, pre-requisites), academic calendars and deadlines, final exam scheduling, tuition and fees, and guidance on UBC policy and procedures. For inquiries about graduate programs, contact Graduate and Postdoctoral Studies and/or College of Graduate Studies for support. 

Note: Regardless of how you request support, and who you contact, the Integrated Service Centre and Enrolment Services work closely together to re-route any requests to the best team to respond.

Where to get help as a UBC Student 

1. Students can contact Enrolment Services or their advisor for help with Workday as a student (e.g. course registration, tuition payments, name changes, etc.)
2. Students who have a paid position or appointment at UBC can use the general Workday support form or contact the ISC for support related to their job/role.