Training Resources related to this topic include: Workday Basics (Self-Paced Course); Approve Tasks in Workday (Guide); Workday Foundations: Financial Management Core Concepts (Self-Paced Course); Workday Foundations: Human Resources Core Concepts (Self-Paced Course)
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What should I do if a task or approval is not routing correctly—or is not routing the way I expected?
Workday business process workflows are configured to streamline transactions while ensuring that the appropriate individuals review and approve them.
Routing is generally based on assigned security roles, organizational structures, funding sources, and other transaction details. It is not based solely on an employee’s name or business title. Because BCBOs determine the assignment of security roles, an incorrect or outdated role assignment may affect where a transaction is routed.
If you believe a transaction was routed incorrectly:
- Review the transaction’s Process History to see which role or organization received the task.
- Confirm that the information entered on the transaction—such as the cost center, supervisory organization, or funding source—is correct.
- Contact your BCBO if you believe a security role assignment needs to be reviewed.
- Submit a ServiceNow case if you need assistance with a specific transaction or business process. When submitting a case, include the transaction type, employee or transaction name, date submitted, and any relevant screenshots or Workday reference numbers.
A task I initiated was routed back to me, but its status is “Successfully Completed.” Do I need to do anything else?
Usually, no. A Successfully Completed status means that the business process has finished, and all required workflow steps have been completed.
Open the item and look for action buttons at the bottom of the page, such as Approve, Submit, Send Back, or Done.
- If no action buttons are available, no additional action is required.
- If an action button is available, review the item carefully to determine whether Workday is asking you to complete another step.
The item may appear in your notifications or inbox as confirmation that the process was completed rather than as a request for additional action.
Why does the Remaining Process section show approval steps that do not seem relevant to my transaction?
The Remaining Process section may display every workflow step that could apply to that type of business process. It does not necessarily mean that every listed step will be required for your specific transaction.
Workday determines the actual routing based on factors such as:
- The transaction type
- The employee or organization involved
- The funding source
- The cost center or organizational hierarchy
- The amount or other transaction details
- The security roles assigned to the applicable organizations
Steps that do not apply to your transaction will typically be skipped automatically as the business process progresses.
Why am I unable to add another approver to a workflow?
Clemson’s Workday configuration limits when users can add an ad hoc approver.
Currently, principal investigators may be added as ad hoc approvers within the expense workflow when applicable. Other business processes are not configured to allow users to add additional approvers.
Required reviewers and approvers are automatically determined by the business process configuration, security roles, organizational structure, and transaction details.
If you believe a required individual is not included in the workflow, submit a ServiceNow case so the transaction and routing configuration can be reviewed.
Can I choose the person to whom a business process routes?
No. Users cannot select a specific person to receive a Workday business process.
Workflow routing is automatically determined by factors such as:
- Assigned security roles
- Funding source
- Supervisory or management hierarchy
- Cost center hierarchy
- Organizational assignments
- Transaction type and details
These routing rules are designed to support institutional accountability, internal controls, and compliance requirements.
If a transaction routes to the wrong person, the underlying security role or organizational assignment may need to be reviewed. Contact your BCBO or submit a ServiceNow case for assistance.
Why am I unable to start or complete an action for an employee who already has another action pending?
Workday may prevent a new transaction from being submitted when another transaction affecting the same employee or business object is still in progress.
For example, a pending staffing, compensation, expense, or organizational transaction may need to be completed, canceled, or rescinded before another related transaction can proceed.
To determine what is blocking the new action:
- Review the employee’s or transaction’s business process history.
- Identify any processes with a status such as In Progress, Awaiting Action, or Pending Approval.
- Select the pending process to see who currently has the next action.
- Contact the person or role responsible for completing that step.
If the pending transaction is no longer needed, or if you cannot determine how to resolve it, submit a ServiceNow case and include the employee’s name, the transaction you are attempting to complete, and the name or reference number of the pending process.
How can I see more details about an item in my My Tasks inbox?
Most tasks in your inbox are enabled so you can see additional details. Click the gear icon at the top of the task in the reading pane and select view details. Use the tabs that display in to view your actions, details and the overall process.
Step-by-step instructions for most tasks in Workday are available in the Workday Training Library. If you have a question that is not answered here or via a training guide or self-paced training submit a ServiceNow case.
