Understanding and setting up the Workday integration for WFM (EAP)

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<p id="docs-hc-snippet" style="display: none;">As an admin, you can integrate Workday with your Zendesk Workforce management (WFM) account to automatically import approved time off data from Workday into WFM.</p>
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<strong>Add-on</strong>
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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Integrate Workday with your Workforce Management to automatically import approved time off data, streamlining leave management. Syncs occur hourly, mapping users by email. Set up involves creating an OAuth client in Workday, configuring integration settings, and mapping time off reasons. Partial day requests need manual approval. You can edit or disconnect the integration anytime, ensuring flexibility in managing time off data.</p>
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<div class="body">

<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> The Workday integration for Workforce management is currently available
as part of an early access program (EAP). You can <a class="xref" href="https://docs.google.com/forms/d/1rlCjxcldFthYF-fQCoQCXefEyXaW5g0MEnREepTI8ZE/viewform?edit_requested=true#responses" target="_blank">sign up for the EAP here</a>.</div>
</div>
<p class="p" dir="ltr">As an admin, you can integrate Workday with your Zendesk Workforce management (WFM)
account to automatically import approved time off data from Workday into WFM.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_bm5_ygr_pgc">
<li class="li" dir="ltr"><a class="xref" href="#topic_a4x_1nr_pgc">About the Workday integration with
Workforce management</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_vrb_ltr_pgc">Connecting the Workday integration
with Zendesk WFM</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ivd_btz_pgc">Reviewing Workday partial time off
requests</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_skp_sms_pgc">Editing the Workday integration
with Zendesk WFM</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_s5g_1rt_pgc">Disconnecting the Workday
integration with Zendesk WFM</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_a4x_1nr_pgc">
<h2 class="title topictitle2" id="ariaid-title2">About the Workday integration with Workforce management</h2>
<div class="body">
<p class="p" dir="ltr">After connecting Workday with WFM, Zendesk admins and team members in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role with permission</a> can configure the integration to
automatically import time off data from Workday. </p>
<p class="p" dir="ltr">When using this integration, approved time off requests in Workday are visible on
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7274514867866" target="_blank">WFM Time off management page</a>. Within the list, these requests can
be identified by having Workday as their source. Full day time off requests appear under the
Closed tab, while partial time off requests display under the Pending tab and must undergo
<a class="xref" href="#topic_ivd_btz_pgc">manual review and approval</a> by an
admin. </p>
<p class="p"><img class="image" id="topic_a4x_1nr_pgc__image_rnm_vnr_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_timeoff_full.png" width="800"></p>
<p class="p" dir="ltr">Time off in Workday also syncs to WFM and displays in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348279194" target="_blank">Schedule page</a>.</p>
<p class="p"><img class="image" id="topic_a4x_1nr_pgc__image_osg_lqr_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_schedule_workday.png" width="800"></p>
<p class="p" dir="ltr">Published Workday time off is displayed to agents on their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374353434" target="_blank">agent schedule</a> page.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vrb_ltr_pgc">
<h2 class="title topictitle2" id="ariaid-title3">Connecting the Workday integration with Zendesk WFM</h2>
<div class="body">
<p class="p" dir="ltr">When you use the Workday integration for WFM, data from Workday, including
time off and leave, syncs to WFM every hour.</p>
<p class="p" dir="ltr">Workday users are mapped to WFM users by email. Time off data is synced only for mapped users. Users who have the same email address assigned to multiple users in Workday
can't be synced.</p>
<p class="p">One Workday instance can be connected to multiple Zendesk instances. For the integration to
work properly, separate OAuth clients have to be created in Workday and provided in the
integration setup.</p>
<p class="p" dir="ltr"><strong class="ph b">To connect the Workday integration with Zendesk WFM</strong></p>
<ol class="ol" id="topic_vrb_ltr_pgc__ol_mg1_jl1_qgc">
<li class="li"><a class="xref" href="#topic_q34_qtr_pgc">Create an OAuth client in
Workday</a></li>
<li class="li"><a class="xref" href="#topic_ily_vbs_pgc">Configure the Workday integration for WFM
in Admin Center</a></li>
<li class="li"><a class="xref" href="#topic_qd2_gqb_qgc">Configure the Workday with Zendesk WFM
integration settings</a></li>
</ol>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_q34_qtr_pgc">
<h3 class="title topictitle3" id="ariaid-title4">Step 1: Creating an OAuth client in Workday</h3>
<div class="body">
<p class="p" dir="ltr">Workday uses OAuth 2.0 for authorization. A Workday administrator must set up an OAuth 2.0 client in Workday to provide Zendesk secure access to your data in
Workday. </p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Log in with the user who has the most permissions in Workday so the
integration can fetch the correct data.</div>
</div>
<p class="p" dir="ltr">When you set up an OAuth client in Workday, make sure you create it without an
expiration date.</p>
<p class="p" dir="ltr">After you save the OAuth configuration, Workday generates a Client ID and
Client Secret. Save these securely. Both values are needed when <a class="xref" href="#topic_ily_vbs_pgc">configuring the Workday integration for WFM in
Admin Center</a>.</p>
<div class="note note">
<span class="notetitle">Note:</span> The Client Secret displays only once. Copy and save it in a secure location, such as a
password manager.</div>
<div class="p" dir="ltr">
<strong class="ph b">To set up an OAuth 2.0 client in Workday</strong><ol class="ol" id="topic_q34_qtr_pgc__d8e14">
<li class="li" dir="ltr">Sign into your Workday account as an administrator.</li>
<li class="li" dir="ltr">In the Workday search bar, type <strong class="ph b">Edit Tenant Setup - Security</strong>, then select the matching option from the search results list.</li>
<li class="li" dir="ltr">Scroll down to the OAuth 2.0 Settings section and turn on the <strong class="ph b">OAuth 2.0</strong> configuration.</li>
<li class="li" dir="ltr">Configure the API client:<ul class="ul" id="topic_q34_qtr_pgc__d8e29">
<li class="li" dir="ltr">
<strong class="ph b">Search</strong>: Select <strong class="ph b">Register API Client</strong>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Client Name</strong>: Enter a meaningful name for your client, such as <em class="ph i">Zendesk
connection</em>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Client Grant Type</strong>: Choose<strong class="ph b"> Authorization Code</strong>. See <a class="xref" href="https://datatracker.ietf.org/doc/html/draft-ietf-oauth-security-topics" target="_blank">OAuth 2.0 Security Best Current Practice</a> for more information about grant types.</li>
<li class="li" dir="ltr">
<strong class="ph b">Client Redirect URL</strong>: Enter <div class="p">
<pre class="pre codeblock"><code>https://zis.zendesk.com/api/services/zis/connections/oauth/callback</code></pre>
</div>
</li>
</ul>
</li>
<li class="li" dir="ltr">Use the <strong class="ph b">API scopes</strong> field to specify the following permissions for the app to access Workday data:<ul class="ul" id="topic_q34_qtr_pgc__d8e68">
<li class="li" dir="ltr"><pre class="pre codeblock"><code>System</code></pre></li>
<li class="li" dir="ltr"><pre class="pre codeblock"><code>Staffing</code></pre></li>
<li class="li" dir="ltr"><pre class="pre codeblock"><code>Time off and leave</code></pre></li>
<li class="li">
<pre class="pre codeblock"><code>Home Contact Information</code></pre>
</li>
<li class="li">
<pre class="pre codeblock"><code>Work Contact Information</code></pre>
</li>
</ul>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
<li class="li" dir="ltr">After saving, securely save the following generated values that appear in Workday. These are required for connection, authentication, and token generation.<ul class="ul" id="topic_q34_qtr_pgc__d8e97">
<li class="li" dir="ltr">Client ID</li>
<li class="li" dir="ltr">Client Secret<div class="note note">
<span class="notetitle">Note:</span> The Client Secret displays only once. Copy and save it in a secure
location, such as a password manager.</div>
</li>
<li class="li" dir="ltr">Token Endpoint URL</li>
<li class="li" dir="ltr">Authorization Endpoint URL</li>
<li class="li">Workday REST API URL</li>
</ul>
</li>
</ol>
<div class="note note">
<span class="notetitle">Note:</span> If an Admin changes the password in Workday, the OAuth2 client stops functioning. When this happens, you must remove the existing connection and set it up again.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ily_vbs_pgc">
<h3 class="title topictitle3" id="ariaid-title5">Step 2: Configuring the Workday integration for WFM in Admin Center</h3>
<div class="body">
<p class="p" dir="ltr">You can set up a connection with multiple Workday instances. Approved time off
data from these instances syncs to WFM.</p>
<p class="p" dir="ltr"><strong class="ph b">To configure a Workday integration for WFM in Admin Center</strong></p>
<ol class="ol" id="topic_ily_vbs_pgc__ol_kmq_3cs_pgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ily_vbs_pgc__d9e2150" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click <strong class="ph b">Workday</strong> in the list.</li>
<li class="li">Click <strong class="ph b">Create connection</strong> and select <strong class="ph b">Workforce management</strong>.</li>
<li class="li">This opens the Workday Client configuration page.<p class="p"><img class="image" id="topic_ily_vbs_pgc__image_wkw_dds_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_wfm_integration_setup.png" width="800"></p>
<ul class="ul" id="topic_ily_vbs_pgc__ul_nts_hds_pgc">
<li class="li">Enter an <strong class="ph b">Integration name</strong>. If you're setting up multiple connections, give
the integration a unique and identifiable name, such as the company or brand name to
which the connection applies.</li>
<li class="li">Enter the values provided in Workday when you created the OAuth client in <a class="xref" href="#topic_q34_qtr_pgc">Step 1</a>:<ol class="ol" id="topic_ily_vbs_pgc__ol_gcn_12s_pgc" type="a">
<li class="li" dir="ltr">Enter the <strong class="ph b">Client ID</strong> value generated by Workday when you
created the OAuth client.</li>
<li class="li" dir="ltr">Enter the <strong class="ph b">Client Secret</strong> value generated by Workday when you
created the OAuth client.</li>
<li class="li" dir="ltr">Enter the <strong class="ph b">Authorize URL</strong> value generated by Workday when you
created the OAuth client.</li>
<li class="li" dir="ltr">Enter the <strong class="ph b">Token URL</strong> value generated by Workday when you
created the OAuth client.</li>
<li class="li">Enter the <strong class="ph b">Scopes</strong> you specified for the Workday OAuth client. Use spaces
to separate scopes, but don’t include spaces between words within a scope name.
The value should be: <pre class="pre codeblock"><code>system staffing timeoffandleave</code></pre>
</li>
</ol>
</li>
</ul>
</li>
<li class="li">Select <strong class="ph b">Built by Zendesk Terms of Use</strong> to confirm you agree to the
terms of this integration.</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">Under <strong class="ph b">Authentication</strong>, click <strong class="ph b">Connect </strong>and sign in to your Workday
account.<p class="p"><img class="image" id="topic_ily_vbs_pgc__image_cwf_tks_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_workday_connect.png" width="300"></p>
</li>
<li class="li">After signing in successfully, click <strong class="ph b">Allow</strong> to authorize WFM to access your
Workday account.<p class="p"><img class="image" id="topic_ily_vbs_pgc__image_slz_zks_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_workday_authorize.png" width="300"></p>
<div class="note attention">
<span class="attentiontitle"></span> If an internal server

error occurs during the authorization process for WFM to access your Workday account,
sign into your Workday account first and then set up the connection again.</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_qd2_gqb_qgc">
<h3 class="title topictitle3" id="ariaid-title6">Step 3: Configuring the Workday with Zendesk WFM integration settings</h3>
<div class="body">
<p class="p" dir="ltr">Configure how you want Zendesk WFM to import time off data from Workday. </p>
<p class="p" dir="ltr"><strong class="ph b">To configure the Workday with Zendesk WFM integration settings</strong></p>
<ol class="ol" id="topic_qd2_gqb_qgc__ol_rd2_gqb_qgc">
<li class="li">Select <strong class="ph b">Import time off data from Workday to Zendesk Workforce management</strong> to
view your Workday time off data in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794" target="_blank">WFM schedule</a>.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you later <a class="xref" href="#topic_skp_sms_pgc">edit the
integration</a> and deselect this option, the connection remains active but no
more <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7274514867866" target="_blank">time off</a> data is synced from Workday to
WFM.</div>
</div>
</li>
<li class="li">(Optional) Select <strong class="ph b">Delete time off duplicates</strong> to prioritize Workday time off
requests over Zendesk WFM requests and remove any duplicates.</li>
<li class="li">(Optional) Select <strong class="ph b">Turn off time off requests in Zendesk Workforce management</strong> to
ensure that agents cannot <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443360882586" target="_blank">request time off from the agent schedule app within Zendesk</a>,
but only from Workday.</li>
<li class="li">Under <strong class="ph b">Time off reasons mapping</strong> assign a Zendesk type (<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329403034#h_01HGBQJCESJFEA5PTFNAZDZ8PA" target="_blank">planned or unplanned</a>) to each Workday time off
reason. <p class="p"><img class="image" id="topic_qd2_gqb_qgc__image_sd2_gqb_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_workday_configure.png" width="800"></p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> If you see the message “No time off reasons in sight,” it might
indicate a disruption in the API connection that prevented the time off reasons from
syncing. In this case, save and enter the connection configuration
again.</div>
</div>
<p class="p" dir="ltr">You can later <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329403034#h_01HGBQJQVMYJHTRK111ZR0TBNN" target="_blank">edit the time off reason types on the Time off
reasons page in WFM</a> and they will automatically sync in Admin
Center.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">This connection between Workday and WFM is now set up and data is syncing. </p>
<p class="p">Each time new Workday time off reasons are detected, you'll receive an email indicating
that an update to the Workday integration is required to use the new time off reasons in
WFM.</p>
<p class="p"><img class="image" id="topic_qd2_gqb_qgc__image_td2_gqb_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_workday_update_required_email.png" width="800"></p>
<p class="p" dir="ltr">Clicking the "Assign in Admin Center" button automatically takes you to the
<a class="xref" href="#topic_qd2_gqb_qgc">connection settings page,</a> where you
can assign them under "Time off reasons mapping".</p>
<p class="p" dir="ltr">The message “Update required” is also displayed under the connection
Status.</p>
<p class="p"><img class="image" id="topic_qd2_gqb_qgc__image_ud2_gqb_qgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_workday_integration_update_required.png" width="800"></p>
<p class="p"><a class="xref" href="#topic_skp_sms_pgc">Edit the connection</a> to assign the
new Workday time off reason to a Zendesk type.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ivd_btz_pgc">
<h2 class="title topictitle2" id="ariaid-title7">Reviewing Workday partial time off requests</h2>
<div class="body">
<p class="p" dir="ltr">Partial day time off requests in Workday must undergo manual review and approval
by an admin before they display on the WFM <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348279194" target="_blank">Schedule page</a>.</p>
<div class="note attention">
<span class="attentiontitle"></span> Ensure that you align with the time zone of the agent for whom you are
assigning a time off start time. To do this, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314319258" target="_blank">WFM time zone switcher</a>.</div>
<p class="p" dir="ltr"><strong class="ph b">To review Workday partial day time off requests</strong></p>
<ol class="ol" id="topic_ivd_btz_pgc__ol_jvd_btz_pgc">
<li class="li">
<p class="p" dir="ltr">By default, pending time off requests are displayed. You can view pending
time off requests by team or individual agent. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7274514867866" target="_blank">Viewing time off requests</a>.</p>
</li>
<li class="li">Hover over the request you want to review. In the Action column, click
<strong class="ph b">Review</strong>.<img class="image" id="topic_ivd_btz_pgc__image_kvd_btz_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_partial_timeoff_review.png" width="800">
</li>
<li class="li">To allocate this time off request in the schedule, add its start time.<p class="p"><img class="image" id="topic_ivd_btz_pgc__image_lvd_btz_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_review_partial_timeoff_start.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>. <p class="p" dir="ltr">The time off is automatically approved.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_skp_sms_pgc">
<h2 class="title topictitle2" id="ariaid-title8">Editing the Workday with Zendesk WFM integration settings</h2>
<div class="body">
<p class="p" dir="ltr">After you’ve successfully <a class="xref" href="#topic_vrb_ltr_pgc">connected
the Workday integration with Zendesk WFM</a>, you can update and edit its settings at
any time. </p>
<p class="p" dir="ltr"><strong class="ph b">To edit the Workday integration with Zendesk WFM settings</strong></p>
<ol class="ol" id="topic_skp_sms_pgc__ol_glz_cns_pgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_skp_sms_pgc__d9e2150" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click <strong class="ph b">Workday</strong> in the list.</li>
<li class="li">Select the <strong class="ph b">Workforce management</strong> tab.</li>
<li class="li">Click the name of the connection you want to edit.<p class="p"><img class="image" id="topic_skp_sms_pgc__image_hll_wkt_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_workday_integration_update_required.png" width="800"></p>
</li>
<li class="li">Update the <a class="xref" href="#topic_qd2_gqb_qgc">integration
settings</a>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_s5g_1rt_pgc">
<h2 class="title topictitle2" id="ariaid-title9">Disconnecting the Workday integration with Zendesk WFM</h2>
<div class="body">
<p class="p" dir="ltr">If you disconnect the Workday integration with Zendesk WFM, data stops syncing
from Workday into WFM. All imported time off entries that showed Workday as the source that
have already occurred will continue to display Workday as the source on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7274514867866" target="_blank">WFM Time off management page</a> and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329403034#h_01HGBQJ9NW4NJ1FBMBV6DJM1N1" target="_blank">time off reasons page</a>. All imported time off entries
that showed Workday as the source but are still to occur are changed to show WFM as the
source.</p>
<p class="p" dir="ltr">Each time you disconnect and reconnect the integration, a new time off reason is
created.</p>
<p class="p" dir="ltr"><strong class="ph b">To disconnect the Workday integration with Zendesk WFM</strong></p>
<ol class="ol" id="topic_s5g_1rt_pgc__ol_qqg_qb5_pgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_s5g_1rt_pgc__d9e2150" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Workday</strong>.</li>
<li class="li" dir="ltr">Select the <strong class="ph b">Workforce management</strong> tab.</li>
<li class="li" dir="ltr">Click the name of the connection you want to edit.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Actions</strong> and select <strong class="ph b">Disconnect.</strong><p class="p"><img class="image" id="topic_s5g_1rt_pgc__image_pl3_wwz_pgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_integrations_workday_disconnect.png" width="800"></p>
</li>
<li class="li">Click <strong class="ph b">Disconnect </strong>to confirm.</li>
</ol>
</div>
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