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Updating Workforce Intelligence hierarchy information

When your organization hierarchy changes (for example, employees join or leave the organization or the departmental structure changes), record those changes and update Pega Workforce Intelligence™ to ensure accurate reporting.

To record changes to your hierarchy, you update the master hierarchy file, highlight the changes, and then submit a copy of that file to the Workforce Intelligence support team as an attachment to a support request. The Workforce Intelligence support team then implements the hierarchy changes.

Before you begin

Update your master hierarchy file and highlight the changes. For more information, see Creating a Workforce Intelligence master hierarchy file.

Submit the updated hierarchy files two full days before the needed process date. For example, submit the updated hierarchy files by end of the workday on Tuesday to have your hierarchy changes processed on Thursday night. 
  1. Log in to My Support Portal
  2. On the My Support Portal home page, click New request > For something I need.
  3. On the Create tab, define your request:
    1. In the Service request field, select Other.
    2. In the Short description field, enter WFI hierarchy update.
    3. In the Application field, enter Workforce Intelligence.

    4. In the Deployment field, select Pega Cloud.

    5. In the Environment field, enter Other.

    6. In the Other URL field, enter the URL of your Workforce Intelligence instance (for example,

    7. In the Environment type field, select Production
  4. Click Continue.

  5. On the Details tab, in the Describe the issue field, enter Please update the WFI hierarchy.
  6. Click Add attachments, and then upload the new master hierarchy file.

  7. Click Continue.
  8. On the Communication preferences tab, review the contact information, and then make any necessary changes or additions.
  9. Click Finish.
The Workforce Intelligence support team might contact you if they need additional information before performing the update.
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