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That sequence separates attribution, authorization, workflow design, and outcome problems. It also prevents a common mistake: treating one audit event as proof that the entire agent or process is working correctly. Use the evidence to decide whether the agent can continue, must pause for approval, or needs a human escalation.
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What a Workday agent action actually represents
A visible result in Workday can be a recommendation, a proposed action awaiting approval, a completed transaction, or an error. Those states require different investigations. A recommendation may have no write operation at all; a proposal may be intentionally waiting at a human checkpoint; a completed transaction should have attributable activity and an authorization path; an error needs its event details and configuration compared.
Workday separates agent execution into two contexts. In delegate mode, the agent acts for a requesting user. The user’s effective permissions and the security alignment of the agent skill determine what the tool can do. In ambient mode, the agent runs as itself, for example from a trigger or schedule, so the agent’s own identity and policies are the authorization context. Workday describes up to two Agent System User (ASU) accounts for an agent, one for each mode, and recommends separate identities and credentials when both modes are needed. See Workday’s Agent Security concept.
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| Question | Delegate execution | Ambient execution |
|---|---|---|
| Whose authority is relevant? | The requesting user, together with the skill and API security configuration. | The agent’s ASU and the policies assigned to it. |
| How should activity be read? | Look for an action on behalf of the requester and verify that the requester could use the underlying task or tool. | Look for activity by the agent identity; do not assume a human requester’s permissions apply. |
| Typical trigger | A user invokes a skill in an interactive session. | A schedule, event, or other trigger starts the agent without a user acting as the requester. |
| First troubleshooting comparison | Requester’s groups and permissions versus the skill/API policy intersection. | Agent ASU groups and permissions versus the skill/API policy intersection. |
Do not infer the mode from the wording of a notification alone. Confirm it in the agent and skill configuration before interpreting the audit evidence.
Capture the incident before changing configuration
Write down the smallest reproducible scope before granting access, changing a policy, or rerunning an action. Record:
- Agent name, skill name, and tenant or environment.
- Approximate event time and time zone, plus any correlation or event identifier shown by your tenant.
- Workflow, business process, task, API, or record involved.
- Affected worker, supplier, customer, account, or other record identifier, using your organization’s privacy rules.
- Whether the observed result was a recommendation, a pending proposal, a completed action, a partial update, or an error.
- The exact visible error text and the step at which it appeared.
- Whether a person initiated the request or an automated trigger started it.
This record keeps a permission symptom separate from a business-rule rejection, data-quality problem, timeout, or deliberate human-approval boundary. Public Workday documentation describes product behavior and controls; it cannot determine the cause of an individual tenant incident without these tenant-specific details.
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Find the requesting identity
For a user-initiated action, identify the person who invoked the skill and the exact account used at that time. Do not substitute a manager, integration account, or test user merely because the person is investigating the incident. A delegate action is evaluated against the requester’s effective security, which can differ by organization, role, supervisory assignment, constrained security group, or business-process step.
Find the agent identity
For ambient execution, identify the ASU assigned to the agent and the mode in which it ran. Workday describes ASUs as unique system users for agents and notes that an ASU and its associated OAuth client are disabled by default until agent activation. An administrator therefore needs the appropriate security access to configure and operate agent-management tasks. Verify the current activation state instead of assuming that a credential failure means the skill itself lacks permission. Details and requirements are in Setup Considerations: Agent Security.
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Confirm mode in the configuration
Check whether the skill is configured for delegate or ambient execution, and whether the event came through the path you expect. If an agent supports both modes, confirm that the correct ASU, OAuth client, and security policies are attached to each path. A successful interactive test does not validate a scheduled ambient run, because the authorization context is different.
Step 2: Read the audit and security reports together
View AI Agent User Audit Trail
Use View AI Agent User Audit Trail to determine whether activity is recorded By User or On Behalf Of User. “By User” points to the identity that performed the activity; “On Behalf Of User” indicates that the action was taken for another user. Match the report’s time, agent, skill, and record details to the incident record. If the action is missing, widen the time range and verify that you are reviewing the correct tenant and report scope before concluding that the agent did nothing.
Workday recommends regular audit-log review. Preserve the original event details before retrying, because a second run can create a different record and obscure the first failure. The audit trail establishes attribution; it does not by itself prove that every tool was authorized or that the business result was correct.
View Security for Agent Skill
Use View Security for Agent Skill to inspect the skill’s tools or APIs and the associated domain and business-process security policies. Build a simple chain for the failed operation: agent or requester → skill → tool/API → domain or business-process policy → target record and process step. A missing link in that chain is more useful than a generic “agent failed” message.
For delegate execution, Workday’s setup guidance says the requester must be allowed to interact with the skill and must have access to the underlying tool or task. It also notes that successful tool execution requires a security group represented on both the agent skill and the API security policies. Check that shared group explicitly; membership on only one side is not sufficient. Review the guidance in Setup Considerations: Agent Security.
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Agent Management Hub and lifecycle records
The Agent Management Hub provides the agent profile, available skills, status, and applicable analytics. The Agent System of Record (ASOR) supports lifecycle administration and a central record of agents. Use these views to confirm that the skill is registered, active, assigned to the expected agent, and not disabled or changed during the incident. Workday’s overview of these capabilities is in About Workday Agents.
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Delegate branch: compare the requester’s effective access
- Confirm the requester and the exact time of the attempt.
- Verify that the requester can open or execute the underlying Workday task or tool without the agent.
- Check membership in the security group represented on the agent skill.
- Check that the same required group is represented in the API security policy for the tool.
- Review domain permissions and business-process policies for the target operation, including the process step at which the action failed.
- Retest with a controlled record only after documenting the original state.
If the requester cannot perform the task directly, the agent cannot legitimately add that authority in delegate mode. If direct access works but the agent fails, compare the skill’s group and API policy intersection, the selected tool version, and any condition or step-specific policy. Grant the narrowest permission needed for the skill rather than broadening a general role.
Ambient branch: inspect the ASU, not a human user
- Identify the ASU used by the ambient run and confirm that the agent and its OAuth client are active.
- Check the ASU’s security groups and domain permissions for the underlying tool or task.
- Verify the skill-to-API security-group intersection and the business-process policy for the target record.
- Confirm that the schedule or trigger invokes the intended skill and environment.
- Run a controlled test under the same ambient path; an interactive delegate test is not an equivalent test.
For an ambient failure, adding the requesting employee to a group will not repair the agent unless that employee is actually the authorization principal. Keep the ASU’s access least-privilege and limited to the operations required by the skill.
Separate authorization from business rules
An authorization error usually points to identity, group, domain, or business-process policy. A business-rule rejection can occur even when the user and agent are fully authorized—for example, a missing prerequisite, an invalid status transition, or an approval rule that intentionally blocks the change. Compare the failed step with the policy and process response rather than treating every rejection as a security defect.
Step 4: Investigate missing, partial, or unexpected actions
When no action appears
- Confirm the event time, time zone, tenant, agent, and skill.
- Check whether the agent produced a recommendation or proposal instead of a write operation.
- Verify that the trigger fired and that the skill was active at that time.
- Look for an approval or human-review boundary where the process intentionally paused.
- Check report scope and retention before concluding that evidence is absent.
When only part of a workflow completed
Map each tool call and downstream system handoff separately. One step may have succeeded while a later API, policy, timeout, or external dependency failed. Record the last successful operation, the first failed operation, and whether retrying could duplicate a completed transaction. Assign an owner for cross-system workflows so someone evaluates downstream effects when an agent changes a record or starts another process.
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When the action was unexpected
Compare the observed action with the agent’s stated objective, configured skill scope, decision limits, and escalation rules. Check whether a policy or skill changed after the run. Preserve the audit evidence, pause further autonomous runs if the action could cause harm, and route the case to the designated human reviewer with the agent, identity, event time, record, tool, and policy context.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Step 5: Define human review and escalation boundaries
Workday’s management guidance is to define objectives and scope, establish guardrails, identify when an agent must pause, and specify who receives an escalation and what context they need. Put those rules in the agent runbook or configuration rather than relying on informal knowledge. Kathy Pham, Workday’s vice president of Open Technology and AI, summarizes the principle: “Boundaries, defined by our choices, are essential for purposeful AI agent deployment.” See How to Manage AI Agents.
Useful pause conditions
- The action changes compensation, access, employment status, payments, or another high-impact record.
- Required data is missing, contradictory, or outside the agent’s stated scope.
- The agent encounters an authorization error, repeated retry, or conflicting policy response.
- A downstream system is unavailable or returns an unexpected result.
- The confidence or decision signal falls below the threshold defined by your process owner.
What an escalation should contain
Give the reviewer the agent and skill, execution mode, ASU or requester, event time, affected record, intended operation, actual result, audit entry, tool/API, relevant policy, and the exact decision needed. A reviewer should not have to reconstruct the incident from a generic failure notification.
Step 6: Monitor outcomes, not just individual events
A clean audit trail proves attribution for a particular activity; it does not establish that the workflow is effective. Track business-level measures appropriate to the process, such as cycle time, quality, cost, rework, exception rate, and employee experience. Review trends over time and compare them with the agent’s mandate and decision limits.
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Use reports within their stated scope
Workday’s administrator guidance says Agent Input and Output Details covers the past 30 days. It also notes that some input/output and analytics reports are available only for Workday-built agents. Do not assume that every registered or third-party agent exposes identical input, output, or analytics views. Confirm the report’s availability and date range in your tenant before using it as the sole evidence source. See About Workday Agents.
Authentication and OAuth checks
Authentication problems can resemble authorization failures. Workday’s setup documentation describes different OAuth token lifetimes for first-party and third-party agents and says third-party expiry is not currently customizable. Because token behavior and configuration can change, check the current administrator guide and your tenant’s authentication settings before relying on a duration detail. Verify client status, token issuance, expiry, audience, and the environment to which the token belongs, then compare those facts with the event time. Do not “fix” an expired token by granting unrelated business permissions.
Least-privilege repair pattern
- Preserve the failed event and identify the exact operation that was denied.
- Determine whether the principal was the delegate requester or an ambient ASU.
- Confirm the minimum tool, domain, and business-process access required for that operation.
- Align only the necessary security group between the agent skill and API policy.
- Apply the change through your normal change-control process and record the approver.
- Retest with a non-production or tightly controlled record under the same execution mode.
- Review the new audit entry and verify that no unrelated operations became available.
- Document rollback steps and the owner responsible for future review.
Broad role grants can hide the original configuration error and expand the agent’s blast radius. If the required access cannot be limited safely, keep the action behind human approval or redesign the skill boundary.
Tenant troubleshooting checklist
- Agent and skill names match the incident.
- Event time, tenant, record, and trigger are recorded.
- Delegate or ambient mode is confirmed.
- Requester or ASU is identified.
- View AI Agent User Audit Trail shows the expected attribution.
- View Security for Agent Skill lists the expected tools, APIs, domains, and business-process policies.
- Requester or ASU can use the underlying task as required.
- A security group is represented on both the skill and API security policies.
- Agent, ASU, OAuth client, and skill are active.
- Approval, pause, and escalation boundaries are documented.
- Cross-system handoffs have an accountable owner.
- Outcome measures and report date limits are understood.
When to escalate beyond routine administration
Escalate to your Workday security, integration, or implementation team when the audit trail and security report disagree, the principal cannot be determined, a cross-system action may have duplicated or corrupted data, or a required policy change would grant broad access. Include the evidence package rather than only the error message. Workday’s governance material describes review of activity, proposed actions, and approvals; your tenant owner remains responsible for deciding whether to pause the agent and how to remediate affected records. See Workday Security & Compliance.
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