How to Submit a Perfect Support Case for Faster Resolution

How many times has someone at a support desk told you to try restarting your computer? Dozens, if you’re like me. But admittedly, a computer reboot does often solve the problem.

Often is the keyword. Not always. There are times when restarting doesn’t fix anything. When your problem is actually complex enough to need assistance, and when the roadblock you’ve run into is related to your UKG™ solution, you can turn to UKG Global Support. They’ll help you save the day.

If you’re a system administrator, you are the liaison between your organization’s end-users and the UKG Global Support team. We know that it’s important to you to provide your users with answers promptly. You can play a role in quick resolution if you give the right level of detail to the Global Support team from the start.

Some requests require advanced notice, but generally speaking, here are some tips for submitting a thorough support case to UKG Global Support to help them start the troubleshooting process faster.

Determine the priority level of your issue

Quickly enter cases through UKG Kronos Community for medium-priority cases. Reference this knowledge base article for step-by-step instructions for opening a case.

If your issue is high priority or mission-critical, you must phone it in at +1 800 394 4357. If you have already entered the case through the Community and need to escalate it to high priority, please call +1 800 394 4357 and explain the business case. Examples of mission-critical issues include the following:

System or module is down
Groups of users are not able to log in
Payroll cannot be processed
Unable to collect punches from terminals
Issues impacting agency-regulated items due such as W-2 forms, ACA forms, etc.
Major system degradation

Try to reproduce the issue

Before creating your case, try reproducing the issue yourself and identifying the scope. Document your steps and capture screenshots of any errors you encounter. Include these details in the case to start the support team’s troubleshooting process faster and reduce the time you’ll have to spend explaining your issue to the support engineer. Also, investigate whether you can consistently reproduce the issue across some of the following variables:

Different users and profiles
Workstations
Browsers
Interfaces and integrations
Message types
Environments and tenants (including SSO)

Be specific

The devil is in the details. Eliminate potential follow-up questions by providing comprehensive information.

Case Title: A good case title will help dispatchers efficiently determine the right team for your case. Some terms are used interchangeably by organizations or sound very similar to terms used in other UKG products. Clearly identifying the product helps ensure the case is sent to the right team the first time. A case opened about work codes may first be sent to the UKG Workforce Central® timekeeping team to address work rules when the case was actually for the UKG TeleStaff™ team. If you are receiving an error message or the issue is caused by a specific action, include those details in the title. Try to use the following title convention consistently in the case title: <PRODUCT> <VERSION> <TOPIC OF THE ISSUE>.

Plus, having a good case title makes it easier to search for a case if you want to reference it later. Reviewing directions provided in an old case is a great resource when troubleshooting issues.

TIP: You’ll want to avoid using these in your title.

UKG question
Overtime hiring problems
Work code wrong
Clock not communicating
Badge error
Any other general statement

Detailed Case Description: Detailed summaries can also assist the team in routing the case to the appropriate team without delay. It takes additional time when the team must contact you for a demonstration or to provide further details. So, my best advice is to try not to be vague with comments like “Please call me” or “Workload isn’t working.” Be as specific as possible and include key details from your research. For example, clock issues can be challenging to troubleshoot because UKG Global Support is not beside you at the clock to see what is occurring prior to the issue presenting itself. The case detail section should describe the situation as if the support team were witnessing the issue occur.

If possible, provide examples of the issue in your description — remember when you reproduced the issue? — and include an example of when the system is working as you expect. Here’s a list of information to consider, including:

Environment and tenant URLs
Dates and times
Locations, units, stores, etc.
Interface and integration names
Specific payroll or check date
Impacted roles, employees, or patients — Note: Do not enter PHI or PII into the request. The support team can contact you through secure email if need be.
Business impact to your end-users and deadlines. If it is payroll Monday or if you need the report for a critical meeting, tell us that in the case.
Upload documentation of the steps taken to replicate the issue to the case.
If the request requires a Change Approver (such as a Workforce Central cloud upgrade), be sure to include written approval by a Change Approver to save time

Provide all the details needed to get in touch with you

If you expect to work remotely or want to be accessed on the go, make sure you give the support team the best phone number to reach you. And if you think you’ll need to do a screen-sharing session, offer your availability for the next few days. Your support engineer will want to get in touch with you quickly while the topic is still fresh if any questions arise or more detail is needed.

TIP: When responding to an engineer, always reply through the case and never by emailing the support engineer directly. This will ensure all the information is contained and tracked within the case for your access and for the engineer.

Troubleshooting on your own

If you don’t want to submit a case right away, UKG Kronos Community is a great place to self-serve and try troubleshooting on your own. There are tons of articles about everything under the sun to help you learn more about your solutions and resolve issues independently. Be sure to register if you’re not already a Community member!

Product resources to check out

Online and in-product help to reference

UKG Dimensions Online Help and in-product help
UKG Workforce Central Online Help
UKG Ready in-product support
UKG TeleStaff in-product support and Online Help COMING SOON

I hope you’ve learned some tips about submitting a good support case! If there’s one thing you take away from this blog, let it be that the more info you can provide upfront, the better off you’ll be!