Service Requests for Customers

Service Requests

Create a service request to request enhancements to your solution or assistance with something new for your solution. For example, service requests can help with creating or changing a custom file feed or vendor interface, a new report, or a new system configuration.

If you need assistance with a problem with your solution or services, such as a low-to-medium priority technical issue that requires troubleshooting, submit a support case instead.

You must be designated as a Service Request User in the UKG Community™ to create and view service requests. If you are not a Service Request User and you need to create or view service requests, you can request additional access. For more information, refer to the Request Additional Access in the UKG Community job aid in the UKG Community Library.

The following types of tasks require a service request:
Note This list is not comprehensive. Additional items may require a service request and will be considered on a case-by-case basis. For example, service requests may be needed for items that require an extensive time commitment or corrections to mass amounts of data where a consultant is needed to resolve the issue.
  • Creating a new component company (if assistance is required from UKG)
  • Adding a new bank
  • Creating or changing a file feed or vendor interface
  • Rewriting or recreating a general ledger
  • General consulting and knowledge transfer requests
  • Organizational structure changes in the product
  • Creating or updating new business intelligence (BI) reports
  • Mass updates to user administration accounts

Time Frame and Prioritization

When you submit a service request to UKG, we are committed to responding within two business days with either a quote of effort or a request for additional information (if additional information is required to prepare your quote). Once approved and funded, most service requests are assigned to a UKG team member within one to four weeks, depending on the request.

Note As engagement times vary given the time of year, the current time to engage will be provided in the service request approval notification. When you create a service request, you can also use the Information icon to view a description of the service, including information about the average time to start the project after the request is approved.

After a service request is assigned, a UKG team member reaches out via the Service Request feed to introduce themselves and get started. Typically, service requests are resolved within 14 to 90 business days, depending on the request and its associated work effort, including any third-party dependency.

Important We typically prioritize service requests by the time of submission, but we make sure to prioritize any issues or changes that impact payroll. If your issue impacts payroll, note that in the Service Request Feed after creating your request. If you have an issue that you need to escalate, contact the assigned estimator on your service request.

Create Service Requests

On the Services and Support tab in the UKG Community, you can create service requests based on your UKG product solutions.

Note If you do not have access to create a service request or need access to view all service requests for your account, you can request additional access. For more information, refer to the Request Additional Access in the UKG Community job aid in the UKG Community Library.

Navigation:UKG Community > Services and Support

  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.
    Note Only primary Product Solutions appear in the drop-down list. The options that appear in this list vary based on your organization's UKG solutions. If your Product Solution does not appear in the drop-down list, contact the Project Manager on your implementation project. The following options may appear:
    • UKG Pro
    • UKG Pro WFM
    • UKG Ready
    • UKG HR Service Delivery
    • UKG Telestaff
    • UKG Workforce Central
    A list appears, containing service offerings that vary based on the solution you selected.
  3. (Optional) Filter the list of service offerings:
    • Select a Category from the drop-down list to filter the list by the specified category.
    • Select a Subcategory from the drop-down list to filter the list by the specified subcategory.
    • Use the Search by Service Name drop-down list to find your service directly by name.
  4. Select the checkbox for the service you require.
    Tip Use the Information icon to view a description of the service, including information about the average time to start the project after the request is approved.
  5. (Optional) In the Important Request Notes for UKG field, enter information you would like UKG to consider while routing your service request.
    For example, your comment can include special instructions or notes about priority.
  6. (Optional) In the Case Reference section, enter the number of a related case to add the case to your request.
    Note As a best practice, enter the case number if you have a related case, especially if the UKG case owner directed you to create a service request for your issue.
  7. (Optional) In the Upload Files section, select the Upload Files button (or drag and drop a file) to upload a file to your request.
    Important Do not attach files that include sensitive data or PII.
  8. Select Submit. Your service request will be routed to a service request estimator, who will contact you if further information is needed.
    Service Request Creation Form

Manage Customer Service Requests

You can manage service requests to review and approve a service request order agreement, communicate with the project team member assigned to your request, and edit, monitor, or cancel your service requests.

Monitor a Service Request

Monitor a service request created in the UKG Community site.

Note You must be designated as a Service Request User in the UKG Community™ to access service requests. If you are not a Service Request User, you can request additional access. For more information, refer to the Request Additional Access in the UKG Community job aid in the UKG Community Library.

Navigation:UKG Community > Services and Support

  1. From the Welcome to UKG Services and Support page, open the service request:
    1. From the Services section, select Manage Requests.
    2. From the Manage My Requests page, select a service request.
      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.
      Manage my requests page
      The Service Request Detail page displays. A progress bar appears above the request, with the current status highlighted.
  2. Use the precise status labels in the progress bar to monitor the status of your request (such as Project Analysis, Project Dev & Config, and Project Testing). Select the Show More icon beside the progress bar to view more information about the current status.
    Service request status bar
    Tip You can also view the Status column on the Manage My Requests page.
  3. (Optional) Select Follow to receive notifications when your service request is updated.
  4. In the UKG Information section, use the Assigned Resource field to easily identify the name of the team member who is assigned to your project.
    • Within two business days of the service request submission, the estimator's name appears. The estimator will work with you until the service request is approved.
    • After the service request is approved and assigned, this field is updated to display the name of the team member who is assigned to your project. This team member will work with you until project completion.
    Tip You can also view the Assigned Resource column on the Manage My Requests page.
    Important If the Assigned Resource field is empty, you can still use the Service Request Feed to contact UKG with questions. For detailed steps, refer to the Communicate with UKG About a Service Request section of this job aid.
  5. (Optional) Select the Jump to SR Feed button or scroll down to the Service Request Feed to view comments and updates from UKG.
    Tip
    • Use the toolbar above the feed to search, sort, and filter posts within the feed.
    • You can also use the Service Request feed to send questions and updates to UKG. For detailed steps, refer to the Communicate with UKG About a Service Request section of this job aid.

Review and Approve a Service Request Order Agreement

When a service request is in the Review and Approval status, you can manage the service request in the UKG Community to review and approve the service request order agreement.

Important Be sure to thoroughly review all of the information on the Service Request Order Agreement, such as validating the currency and ensuring that the Bill To information is accurate. UKG uses the information in this agreement to populate the invoice for the service request. UKG will not issue new invoices to correct errors after the service request is approved.
Note You must be designated as a Service Request User in the UKG Community™ to review and approve service requests. If you are not a Service Request User, you can request additional access. For more information, refer to the Request Additional Access in the UKG Community job aid in the UKG Community Library.

Navigation:UKG Community > Services and Support

  1. From the Welcome to UKG Services and Support page, open the service request:
    1. From the Services section, select Manage Requests.
    2. From the Manage My Requests page, select a service request.
      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.
      Manage my requests page
      The Service Request Detail page displays. A progress bar appears above the request, with the current status highlighted.
  2. 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.
    Review Service Request Order Agreement.
  3. 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, and then select Cancel Service Request.
      Important If you require changes, do not sign the agreement. Select Close Preview and then request changes using the Service Request Feed. For detailed steps, refer to the Communicate with UKG About a Service Request section of this job aid.
    • If you choose to sign the agreement, select the checkbox at I Have Reviewed this Consulting Services Request, and then select Sign Agreement. Use DocuSign to sign the agreement.
  4. 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 Notes and Attachments area.
    The Notes and Attachments section

    You will then be contacted by a project team member, who will begin working on your service request. This team member will proactively communicate with you throughout the Service Request process and work with you until project completion.

Communicate with UKG About a Service Request

The Service Request Feed is a chat-based communications channel embedded in each service request in the UKG Community. Use this feed as your primary means of communication with UKG after creating a service request. The feed is available until the warranty period of your service request ends.

Note You must be designated as a Service Request User in the UKG Community™ to access service requests. If you are not a Service Request User, you can request additional access. For more information, refer to the Request Additional Access in the UKG Community job aid in the UKG Community Library.

Navigation:UKG Community > Services and Support

  1. From the Welcome to UKG Services and Support page, open the service request:
    1. From the Services section, select Manage Requests.
    2. From the Manage My Requests page, select a service request.
      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.
      Manage my requests page
      The Service Request Detail page displays. A progress bar appears above the request, with the current status highlighted.
  2. Scroll down to the Service Request Feed, and then from the Post section, select Share an Update.
  3. In the text box, enter a question or comment.
    Tip
    • Use the toolbar below the text box to format the text in your comment, add images, or add hyperlinks.
    • As a best practice, if a team member is assigned to your service request, use the @Mention icon in the toolbar to notify them. If you do not @Mention the team member, their response may be delayed. To easily identify the name of the team member who is assigned to your project, in the UKG Information section, view the Assigned Resource field.
    The Post to SR Feed toolbar
  4. (Optional) Attach up to ten files:
    1. Select the Attach icon below the Topic section.
      The Attach Files icon
    2. In the Select Files dialog box, use the Upload Files button to upload files, or select files from the list. After you are finished selecting files, select Add to attach them to your post.
  5. Select Share to post your question or comment.
Questions posted to the feed should be answered within one business day.

Edit a Service Request

Edit a service request in the UKG Community before the service request is approved. After the service request is approved, use the Service Request Feed to communicate additional updates to UKG.

Note You must be designated as a Service Request User in the UKG Community™ to edit service requests. If you are not a Service Request User, you can request additional access. For more information, refer to the Request Additional Access in the UKG Community job aid in the UKG Community Library.

Navigation:UKG Community > Services and Support

  1. From the Welcome to UKG Services and Support page, open the service request:
    1. From the Services section, select Manage Requests.
    2. From the Manage My Requests page, select a service request.
      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.
      Manage my requests page
      The Service Request Detail page displays. A progress bar appears above the request, with the current status highlighted.
  2. Select the Edit icon beside the field you want to edit.
    Important The Intake Solution Selected and Sold-to Account fields are not editable. If the Edit icon is not available for any other field, you must contact UKG to update the service request. For detailed steps, refer to the Communicate with UKG About a Service Request section of this job aid.
    Edit icon on the Service Request page
    An Edit dialog box appears for the field.
  3. In the Edit dialog box, enter a new value, and then select Save.

Cancel a Service Request

You can cancel a service request in the UKG Community before the service request is approved. Once approved, service requests can only be canceled by UKG.

Note You must be designated as a Service Request User in the UKG Community™ to cancel service requests. If you are not a Service Request User, you can request additional access. For more information, refer to the Request Additional Access in the UKG Community job aid in the UKG Community Library.

Navigation:UKG Community > Services and Support

  1. From the Welcome to UKG Services and Support page, open the service request:
    1. From the Services section, select Manage Requests.
    2. From the Manage My Requests page, select a service request.
      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.
      Manage my requests page
      The Service Request Detail page displays. A progress bar appears above the request, with the current status highlighted.
  2. Select Cancel Service Request.
    Important The cancel option is available before the service request reaches the Project Resourcing status. After it reaches this status, you must contact UKG to cancel the service request. For detailed steps, refer to the Communicate with UKG About a Service Request section of this job aid.
    Service Request Product Detail.

Service Request Fields

The following fields are available on the Service Request Detail page.

UKG Information

Service Name
The type of Service Request you ordered from UKG (such as Net New Interface or New Bank Configuration).
Intake Solution
The primary product associated with this service request (such as UKG Pro or UKG Ready).
Assigned Resource
The name of the UKG team member who will work on delivering the service request. Resources are assigned within the time to engage window communicated when you approved the SR.
  • Within two business days of the service request submission, the estimator's name appears. The estimator will work with you until the service request is approved.
  • After the service request is approved and assigned, this field is updated to display the name of the team member who is assigned to your project. This team member will work with you until project completion.
Case Reference
The UKG case associated with the service request.
Note As a best practice, enter the case number if you have a related case, especially if the UKG case owner directed you to create a service request for your issue.

Financials

Final Invoice Amount (Currency)
The invoice amount (and associated currency) that is displayed in the Service Request Order.
Billing Type
The billing method used for this service request (Fixed Price or Time and Material).
Customer PO Number
The customer-specific PO number associated with the service request and invoice.
Customer PO Amount (Currency)
The amount and currency associated with the customer PO number.

Account and Contact Information

Note The account information in this section can only be edited by UKG. If the Edit icon is not available for a field, you must contact UKG to update the service request. For detailed steps, refer to the Communicate with UKG About a Service Request section of this job aid.
Sold-to Account
The company name associated with the service request.
Sold-to Contact
The name of the contact at your company who is responsible for the service request.
Bill-to Account
The company name associated with the service request.
Bill-to Contact
The name of the contact at your company who is responsible for the service request.

Warranty/Maintenance

Warranty Period
The number of days for the warranty period. The warranty period for a service request can vary based on the selected service. Most service requests have a thirty-day warranty which starts after the service request is complete. If you have a warranty claim during this window, reach out to your assigned resource on the service request.
Maintenance Fee Amount (Currency)
The maintenance fee amount, if applicable for the selected service.

Service Description

Description
The description associated with the selected service when the order was created.

Service Request Types

When opening a new Service Request, use the following categories to limit your results:

CategorySubcategory
Benefit Services
  • Benefit Administration (Plansource)
  • Classic Benefits (PRO Core)
  • Benefit Hub/Ready Benefits
  • Open Enrollment Services
BI & Analytics Services
  • Business Intelligence
  • Analytics
Data Conversion Services
  • Employee/Recruiting Data
  • Payroll/Tax Data
  • Document Data (PDF)
Integration Development
  • Net New Interface / EDI File
  • Update Interface / EDI File
  • File Transmission (UDES)
Payroll & Tax Services
  • Tax Service/Filing/Year-End
  • Payroll/Config Data
Configuration Services
  • HCM (Human Capital Management)
  • WFM (Workforce Management & TLM)
  • Full Suite (HCM & WFM/TLM)
  • General Product Consulting
User Adoption & Education
  • User Adoption Services Education
  • Training & Workshops

Open Enrollment and Year-End Service Requests

Prior to open enrollment and year-end, there are certain tasks that you may need to complete that require a service request. Each year from late June to July, you can expect to receive a series of communications from Hello@UKG.com with the following information:

  • Recommended dates by which to have service requests submitted, reviewed, and approved to ensure requests are processed on time.
  • Examples of tasks that require a service request.
  • Recommended date for any requests for carrier feed modifications, such as the addition of new deduction codes to ensure requests are processed on time.
  • Tips for submitting a request for updates to an existing feed or a new carrier feed.
  • References to existing service request documentation in the UKG Community.