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Administrator Guide
Last Updated: 2024-03-08
Set Up External Record Linking on Cases

Set Up External Record Linking on Cases

  • Create an integration system user (ISU).
  • Security:
    Help External Records
     domain in the Help functional area.
You can set up external record linking for Help cases in Workday. External record linking enables an ISU to use the External Records APIs in the Help Case REST service to add, modify, and delete links to external records on your Help cases.
Case Solvers can use external record links on cases to manage related cases and navigate between multiple Workdays.
Example: You use Help cases to track internal employee cases and a different system to track service outage issues. When an outage occurs and employees open new cases, you use external record linking to display a link to the related service outage issue on the cases. After fixing the service outage, your case solvers can easily identify and resolve the related Help cases that have the external link to the issue.
  1. Access the
    Edit Tenant Setup - Help
     task.
    Select the
    Enable External Record Linking
     check box.
  2. Click
    OK
    .
  3. Edit Domain Security Policies.
    Confirm that the security group for your ISU has permissions to the
    Help External Records
     security domain in the Help functional area.
  4. Access the Workday REST Services Directory to configure and use the External Records APIs in the Help Case REST service.
    To obtain the source Id of an external system, the ISU can use the Prompt Values API in the Help Case REST service to perform a GET request.
You can use the External Records APIs in the Help Case REST service to add, modify, and delete external record links on cases. When you add an external record link to a case, Workday will send a notification to the assigned case solver informing them of the new link.