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Administrator Guide
Last Updated: 2024-03-08
Reference: Edit Tenant Setup - Help

Reference: Edit Tenant Setup - Help

Manage tenant-wide settings for Workday Help.
Option
Description
More Information
ID Sequence Generators
The format for sequential case IDs.
Messages
The brief message that displays when a user creates a confidential case. The default message is 'This case is confidential. Only a select group of case solvers can access this case.'
You can accept the default or specify a custom confidential case message of your own.
Notifications
Specifies whether case notifications include potentially sensitive information or are limited to recording case actions.
Case Solver Visibility
Specifies whether case solvers have access to nonconfidential cases that they create, regardless of which teams the cases are routed to.
Case Sharing
Specifies whether case solvers can share nonconfidential cases with other active Workday workers who aren't members of the Help service teams.
Workers outside of the service team require domain access to add messages or internal notes to a case that a case solver shared with them.
Case Type and Service Category
Specifies whether case types display either a high or more granular level of detail when creating a case.
The mobile app doesn't support the display of case type descriptions. Additionally, Workday Assistant doesn't support the option to group case types at a granular level.
Email Case Creation
  • Specifies if external users can create cases by email.
  • Specifies the email address that Workday uses to create a case.
    • If you select
      Use the Original Sender as the Case Creator
      , Workday creates a case for the contact who initially sent the email (the original sender).
    • If you select
      Always use From Email as the Case Creator
      , Workday creates a case for the contact who most recently forwarded or generated the email (the email address in the From Email field).
External Cases
Specifies the default case type for cases created by email.
You must specify a default case type in this field to enable case creation by email functionality.
Case Communication
Specifies if users can communicate with case solvers by email.
Case Linking
Specifies whether case solvers can link cases together.
External Record Linking
Specifies whether you can link external cases from other systems to Help cases using the External Records REST APIs.
Business Process Case Creation
Specifies the default external case contact for cases created by a business process. If a business process fails to add an external case contact as a case creator, Workday uses the contact defined in this field as the case creator and enables the business process to move forward.