Updating Workforce Intelligence hierarchy information

When there are changes in your organization’s hierarchy, such as employees joining or leaving the organization or changes in the departmental structure, you must record those changes and update Pega Workforce Intelligence™ to ensure accurate reporting. To record changes to your hierarchy, 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 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 by end of workday on Tuesday to have your hierarchy changes processed on Thursday night. 
  1. Go to My Support Portal.
  2. Select your account from the list. To create a support request, click Create.
  3. Select Product Defect as the request type and enter the requested information on the form by using the following values.
    In this fieldSelect or enter
    SymptomSystem Behavior Incorrect
    ProductWorkforce Intelligence
    Product VersionWorkforce Intelligence
    Project NameWorkforce Intelligence
    Is this environment on the Cloud?Yes
    Environment URLN/A
    Environment TypeProduction
    Brief DescriptionWFI Hierarchy Update
    Detailed Description(enter any detailed instructions and the effective date for these changes)
    Steps to reproduceN/A
    Any error messages?N/A
    Attempted solutionsN/A
    SeveritySeverity 3
    Contact Phone(enter your phone number)
    Contact Country(select the name of your country)
    Contact's Time Zone(select your time zone)
  4. Click Upload File, attach the master hierarchy file, and then click Submit.

If additional information is needed before performing the update, the Workforce Intelligence support team will contact you.

Published February 22, 2018 — Updated March 8, 2019

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