Service Requests for Customers

Create a service request in the UKG Community.

1. From the Welcome to UKG Services and Support page, select Create Service Request.
   Note Depending on your account type, you may be redirected to the Ultimate Community to create your service request there.
2. From the Request Services page, select the appropriate solution from the Product Solution drop-down list.
3. At Subject, provide a title or a brief summary of the request. At Description of Work, provide details.
4. Complete all other required fields, including Customer Readiness Date, Requested Completion Date, and Requested Completion Date Reason.
5. Service offerings are presented below the service request details. Use the information icon to view the full Description. Select the checkbox for the service you require.
   Note Alternatively, use the drop-down lists at Category, Subcategory, and Search By Name to select a service.
6. Select Submit. Your service request will be routed to a service request adviser, who will contact you if further information is needed.
   

You can manage open service requests in the UKG Community to view information about the current status, review and approve a service request order agreement, communicate with the project team member assigned to the request, and monitor the request.

1. From the Welcome to UKG Services and Support page, select Manage Requests.
2. From the Manage My Requests page, select a service request to manage.
   Tip You can use the fields in the Search Service Requests section to filter the table by Owner, Solution ID, Contact Name, Date Range, and Service Request Number. To sort the service requests that appear in the table in ascending or descending order, select a column header.

   
   The Service Request Detail page displays. A progress bar appears above the request, with the current status highlighted. Precise status labels (such as Project Analysis, Project Dev & Config, and Project Testing) enable you to monitor the status of your request.
3. (Optional) Select the Show More icon beside the progress bar to view more information about the current status.
   
4. Select a Service Request Product to view details.
   • Select Follow to receive notification updates of your service request.
   • Select Edit to edit the service request.
   • Select Cancel to cancel the service request.
   • Use Post to collaborate with your service request adviser. You can provide updates, share files, and read comments. Select Share an Update to provide an update, and then select Share to post it.
   
5. When a service request is in the Review and Approval status, you can select the Review Service Request Order Agreement button to review the Service Request Order Agreement.
   
6. On the Consulting Agreement page, you can either sign the Service Request Order Agreement electronically to proceed with your service request or cancel to exit the Service Request Order.
   • If you do not want to proceed with the Service Request Order, select Close Preview. The Service Request Order will eventually expire.
   • If you choose to sign the agreement, select the checkbox at I Have Reviewed this Consulting Services Request, then select Sign Agreement. Use DocuSign to sign the agreement.
7. Select Finish.
   From the Service Request Detail page, the approved service request is now in the Project Resourcing status and the Service Request Order Agreement is available in the Files area.

   You will then be contacted by a project team member, who will proactively communicate with you throughout the Service Request process and work with you until project completion.

8. (Optional) Monitor your request throughout the process:
   • Use the Assigned Resource field to easily identify the name of the team member who is assigned to your project.
   • Use the status bar to monitor the status of your request.
   Tip You can also view the Status and Assigned Resource columns on the Manage My Requests page.