How to Submit a Request

1. From the upper right of the top banner of the Help Center home page, click Submit a request.
2. On the form, provide as much detail as possible to help Sequoia Solutions resolve your ticket more efficiently.
   1. Subject: Describe the request at a high level. All updates by anyone sending comments on the ticket will generate emails referencing the subject.
   2. Description: Providing a detailed description of the issue you're facing (including example employees where applicable) helps to ensure Sequoia Solutions has the information we need to support your request, rather than having us start the ticket by asking for them.
   3. Priority: Use Low for anything with a sustainable workaround or not as important as other current requests. Use Normal if you'd prefer for us to begin work immediately but do not mind if we prioritize High or Urgent request. Use High if the request is at the top of your list of outstanding requests. Use Urgent for most-critical, time-sensitive transactions (such as payroll-impacting).
   4. Ticket Type: Most requests will be AMS (break/fixes, one-offs, etc.). Use Project for more formal efforts requiring scoping, timelines, milestones, stakeholders, etc.
   5. Functional Area: Select the Workday area that most closely applies to the request. If multiple, consider submitting separate requests or asking us whether that's necessary. Our current Functional Area options are Absence, Benefits, Compensation, HCM, Integrations, Payroll, Recruiting, Talent and Performance, and Time Tracking.
   6. Attachments: Feel free to attach supporting documentation, such as screenshots, error messages, and email threads that will help Sequoia Solutions support the request.
3. After populating all required fields, click Submit.
4. After submitting the request, the display of the populated form will be converted into a new ticket and assigned an ID number. You will also receive an email confirming the new ticket's creation. You will have the opportunity to add more information or attachments at any time prior to the ticket's closing.