Resolve Workday Learning sync issues

Open Settings → Integrations → Workday Learning to review the connection status, employee-match counts, and any records under Sync issues needing attention.

Resolve unmatched employees

Elba matches employees by normalized primary work email. A match is created only when the employee is active and enrolled in Elba and the email identifies one accessible Workday worker.

For each unexpected unmatched employee:

1. Confirm that the employee is active and enrolled in Elba.
2. Compare the employee's Elba email with the public primary work email in Workday.
3. Correct aliases, spaces, or outdated addresses at the source.
4. Confirm that the email is unique among active Elba users and among workers visible to the Workday integration system user.
5. Confirm that the integration system user can read the worker and their public work email.
6. Select Sync now after correcting the source data, or wait for the daily reconciliation.

Elba deliberately leaves duplicate or ambiguous emails unmatched. Do not change one employee's address merely to force a match with a different person.

Resolve a connection error

When the panel says The connection needs attention, record the displayed support code and check:

• whether the Workday refresh token or client secret was rotated, or the API client was revoked;
• whether the connection was completed for this Elba organization and the same Workday tenant;
• whether the API client still has the Staffing and Learning Core OAuth scopes;
• whether the integration system user can read workers, learning content, lessons, enrollments, and learning records;
• whether it can initiate the Manage Course and Enroll in Content business processes;
• whether both business processes complete automatically for the integration system user;
• whether the configured topic, availability status, external lesson type, and completion-status IDs still exist and are available to the integration system user;
• whether catalog and learner-security rules make the course available to the employee; and
• whether the organization or accessible Workday data exceeds the 10,000-record pilot limits.

If credentials changed, select Reconnect Workday Learning and enter the current values in the secure connection window. Use Update settings when only a Learning reference ID changed. Then select Sync now. Manual full synchronization has a 15-minute cooldown after each request, so wait for that cooldown to expire before another can be queued.

Choose the safe recovery action

Retry a confirmed synchronization error

After correcting the underlying validation, authentication, permission, or similar synchronization error, use Retry course sync or Retry sync. These actions preserve the known Workday record IDs.

Replace a course only after proving it is absent

If Elba asks you to verify that a course is absent:

1. Search Workday for the exact course number shown in the recovery card.
2. Check for a pending or failed Manage Course business-process event for the same course.
3. If either the course or an event exists, do not confirm absence. Resolve it in Workday or contact Elba support.
4. Only when neither exists, return to Elba and select I verified it is absent — create a replacement.

Retry an enrollment only after proving it is absent

If Elba asks you to verify that an enrollment is absent:

1. Inspect the employee and course shown in the recovery card.
2. Search for an existing enrollment for that exact employee and course.
3. Check for a pending or failed Enroll in Content business-process event for the same pair.
4. If an enrollment or event exists, do not confirm absence. Resolve it in Workday or contact Elba support.
5. Only when neither exists, return to Elba and select I verified none exists — retry creation.

Retry progress tracking only after proving it is absent

If Elba asks you to verify that a progress record is absent:

1. Open the Workday enrollment shown in the recovery card.
2. Inspect lesson tracking for the Elba external lesson.
3. If a matching progress record exists, do not confirm absence. Contact Elba support before changing it.
4. Only when no matching record exists, return to Elba and select I verified none exists — retry creation.

Do not create a replacement and then attest that the original record was absent. Do not send a Workday record ID to Elba as a substitute for these checks; the integration adopts only records it can verify safely.

Contact support

If the issue remains, contact [email protected] with:

• the support code displayed by Elba;
• the affected training title and employee email;
• the approximate time of the latest synchronization request; and
• whether you found a Workday record or pending business-process event.

Never send a client secret, refresh token, access token, or screenshot containing credentials. For setup requirements and normal synchronization behavior, see Connect Workday Learning.