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Administrator Guide
Last Updated: 2024-12-13
Troubleshooting: Unsent Engagement Items

Troubleshooting: Unsent Engagement Items

Workday displays a status of
Unsent
 without a specific reason for unsent engagement items.
Cause
Solution
You have disabled notifications in your tenant.
Enable notifications.
Security:
Set Up: Tenant Setup - BP and Notifications
 domain in the System functional area.
  1. Access the
    Edit Tenant Setup - Notifications
     task.
  2. Add a row under
    General Email Notification Settings
     and clear the
    Disable All Notifications
     option.
You haven't set notifications to deliver immediately in your tenant.
Configure your notification settings to deliver notifications immediately.
Security:
Set Up: Tenant Setup - BP and Notifications
 domain in the System functional area.
  1. Access the
    Edit Tenant Setup - Notifications
     task.
  2. In the
    Notification Delivery Settings
     section, configure notification settings by either:
    1. Creating or selecting a routing rule from the
      Rule
      prompt to apply to a parent notification type. Workday sends out notifications based on the
      Channel
      and
      Default Frequency
      of the parent notification type by default.
    2. Selecting the
      Override Parent Notification Type Settings
       check box to apply a different routing rule to individual notification types.
  3. Ensure your selected notification routing rule has a
    Default Frequency
     of
    Immediately
    for the channels in use.
You haven't configured mobile app notification settings in your tenant.
Enable push notifications.
Security:
Set Up: Tenant Setup - BP and Notifications
 domain in the System functional area.
  1. Access the
    Edit Tenant Setup - Notifications
     task.
  2. On the
    Mobile App Notification Settings
     section, select these options:
    • Enable Apple Push Notifications
    • Enable Google Cloud Messaging
You disabled push notifications in the Workday app.
Enable push notifications in the Workday App Settings.
Workday displays an unsent reason and unsent reason description of
Pending
 for an unsent engagement item.
Cause
Solution
You scheduled an engagement item:
  • Relative to an engagement item that Workday hasn't sent yet.
  • On a date in the future.
Reschedule your engagement item.
  1. Access the
    Edit Student Engagement Plan
     task.
  2. Configure the
    Schedule
     section of your engagement item.
Your student audience contained inactive students who:
  • Have active Workday accounts.
  • Don't meet the criteria to receive an engagement item.
Update your student audience.
  1. Access the
    Edit Student Audience
     task.
  2. From the
    Details
     section, add a new custom report or saved search.