Tips to Help Us Help You

Last updated Monday, June 12, 2023

The ISC is committed to providing exceptional customer service. We’re here to help! This page provides guidance and steps you can take to assist us in responding to you quickly and with the information you need.

Tracking Your Request

When you contact us, a ticket is created in our issue tracking system, and your request is given a unique reference number, or “REF.” Once you’ve opened a REF:

  • You will receive an automated email confirmation with your REF number.
  • If you have a UW NetID, to reply to and track the progress of your REF, select the My Requests link provided in the confirmation email.

When will my REF be resolved?

Based on the day it was opened and its urgency, your REF will be routed to the appropriate team, which includes teams/organizations outside the ISC, such as the Medical Centers, UWHR, Academic HR, and others.

A variety of issues influence a REF’s resolution time. We – or our campus partners, to whom your request may have been routed – may need more information to properly resolve your request. The complexity of the issue may require input from your unit, campus policy holders like UWHR or Academic HR, or even state agencies like the Health Care Authority (HCA). Additionally, the process may entail several transactions with approvals from parties beyond the ISC to facilitate full resolution. As a result, resolution can take anywhere from a few minutes to several weeks.

Administrators: Feel free to talk with your Named Support Contact if it feels like a REF is taking a while to resolve. You can also check the Admins’ Corner to find news and updates about Workday.

Things To Keep In Mind

Please don’t open a new REF about an existing, open REF; redundant tickets can make it difficult to track progress and, in turn, impact response time. If you have a UW NetID, instead, add information to/follow up on your existing REF using the My Requests link provided in the confirmation email you received.

If the ISC contacts you via email, please reply with the requested information promptly. This will keep your request moving towards resolution.

Whenever you contact the ISC to follow up on a REF, please have your reference number handy – this can be found in the automated email confirmation you received; reference numbers begin with the three-letter prefix “REF.”