myURHR Support Resources
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Go-live support: Where to get help
Got a question? Ask Mel!
Start chatting with Mel today at https://mel.rochester.edu/.
Mel, the University’s new chatbot IS NOW LIVE and ready to assist you. Ask Mel your myURHR questions anytime—24 hours a day, 7 days a week.
Mel serves as a personal digital assistant for questions related to myURHR. Whether you need help approving time in UKG or updating your personal information in Workday, Ask Mel!
The Mel ChatBot is designed to make the transition to myURHR easier for all individuals.
Important: Individuals must be on the University network to access Mel or connect via VPN.
Key features of Ask Mel
- Instant answers to myURHR project and training questions
- Direct access to resources
- Personalized support tailored to your needs
Tips for asking questions
Be specific: The more specific you are, the better the chatbot can assist you.
For example:
- Instead of: “I need help with compliance.”
Try: “Where can I find the compliance training for new hires?”
Use clear keywords: Include relevant keywords that directly relate to the material you’re searching for and need.
For example:
- “Show me cybersecurity training resources.”
- “Where can I find information on the annual performance review process?”
Break down complex questions: If your question is complex or contains multiple parts, consider breaking it into smaller questions.
For example:
- Instead of: “Tell me about cybersecurity, compliance, and annual evaluations.”
Ask: “What materials are available for cybersecurity training?”
Then ask: “What resources cover compliance?”
Use full sentences or short phrases: You can either ask in full sentences or use keyword-rich short phrases. The chatbot understands both!
For example:
- Full sentence: “Can you guide me to leadership development courses?”
- Short phrase: “Leadership development courses”
Clarify course or training names: If you know the specific name of the course or material, mention it in your question.
For example:
- “I’m looking for the Introduction to Data Privacy course.”
Use action words: Start your prompt with verbs to guide the chatbot.
For example:
- “Show me…”
- “Help me find…”
Sample questions
How do I enter time and in which system?
How do I approve time and in which system?
How do I see my vacation balance and in which system?
What is the process to file for leave and what system do I use?
How do I create a requisition for hire and in which system?
How do I change my home address?
How do I change my preferred name or legal name?
Quick Reference Cards (QRCs)
QRCs provide a summary of step-by-step instructions for a specific business process such as updating a home address in Workday or submitting a time off request in UKG. They are supportive tools for navigating Workday and UKG at go-live and beyond, and will be accessible through the myURHR webpages and also the tech.rochester webpages.
Note: Select the “training” section to access the QRCS for Workday and UKG.
Learning Lives for UKG
Beginning Tuesday, December 17, timekeepers, managers, and hourly staff are invited to attend Learning Lives to interact with and get questions answered by a myURHR UKG trainer. These sessions, held via Zoom, will focus solely on timekeeping activities and will supplement timekeeping training.
Register today in MyPath! Search for “Learning Lives” in the MyPath search bar.
Learning Lives for UKG sessions and topics:
Additional Edits on Hourly Employee Timecards for Timekeepers
Learning Lives are live sessions with a trainer focused on myURHR UKG timekeeping activities. This session is intended to support Timekeepers in reviewing additional edits on hourly employee timecards.
Dates and times:
Monday, January 6, 2025, 2:00 p.m.–3:00 p.m.
Thursday, January 9, 2025, 11:00 a.m. –12:00 p.m.
Tuesday, January 14, 2025, 11:00 a.m.–12:00 p.m.
Wednesday, January 22, 2025, 9:00 a.m.–10:00 a.m.
Approving Timecards & Managing Requests for Timekeepers
Learning Lives are live sessions with a trainer focused on myURHR UKG timekeeping activities. This session is intended to support Timekeepers in approving timecards.
Dates and times:
Monday, January 6, 2025, 9:00 a.m.–10:00 a.m.
Wednesday, January 8, 2025, 9:00 a.m.–10:00 a.m.
Monday, January 13, 2025, 12:00 p.m.–1:00 p.m.
Wednesday, January 15, 2025, 9:00 a.m.–10:00 a.m.
Friday, January 17, 2025, 1:00 p.m.–2:00 p.m.
Tuesday, January 21, 2025, 10:00 a.m.–11:00 a.m.
Resolving Exceptions on Hourly Employee Timecards for Timekeepers
Learning Lives are live sessions with a trainer focused on myURHR UKG timekeeping activities. This session is intended to support Timekeepers in resolving exceptions on hourly timecards.
Dates and times:
Monday, January 13, 2025, 2:00 p.m.–3:00 p.m.
Thursday, January 16, 2025, 10:00 a.m.–11:00 a.m.
Friday, January 17, 2025, 10:00 a.m.–11:00 a.m.
Reviewing Data & Delegations for Timekeepers
Learning Lives are live sessions with a trainer focused on myURHR UKG timekeeping activities. This session is intended to support Timekeepers in reviewing timekeeping data and setting up delegations.
Dates and times:
Tuesday, January 7, 2025, 9:00 a.m.–10:00 a.m.
Friday, January 10, 2025, 1:00 p.m.–2:00 p.m.
Tuesday, January 21, 2025, 1:00 p.m.–2:00 p.m.
Thursday, January 23, 2025, 1:00 p.m.–2:00 p.m.
Timekeeping Functions for Hourly Employees
Learning Lives are live sessions with a trainer focused on myURHR UKG timekeeping activities. This session will help hourly employees with timekeeping processes.
Dates and times:
Tuesday, December 31, 2024, 1:00 p.m.–2:00 p.m.
Friday, January 3, 2025, 11:00 a.m.–12:00 p.m.
Office Hours
Have a specific myURHR question? Drop in to the appropriate Office Hours session. Office Hours, held via Zoom, provide a forum to ask questions, and review tasks and activities for both myURHR Workday and UKG.
Office hours will now follow a more open format, so you can ask questions about any myURHR Workday HR and UKG Timekeeping business process or topic in each respective session.
You don’t have to wait, send questions early and then join the session to learn more.
Office Hour sessions:
Workday HR Office Hours and Zoom link
UKG Timekeeping Office Hours and Zoom link
Ask-URHR
If you and/or your team are unable to find Workday and UKG answers through the Chatbot, FAQs, or QRCs, Ask-URHR is your next stop for support beginning at go-live.
You can call the Ask-URHR team, send an email, or submit a ticket through the Human Resources Service Desk portal.
Email: ask-urhr@rochester.edu
Phone: (585) ASK-URHR (275-8747)
Request form (To access this form, you must be on the University’s network. If you are not connected, contact us via Ask-URHR email or phone.)
The Ask-URHR team will have extended support hours.
Help Desk Support
Having issues with logging in to Workday or UKG? Please reach out to your Helpdesk for support.
University IT Help Desk
Email: univithelp@rochester.edu
Phone: (585) 275-2000
ISD Help Desk
Email: ISDHelpdesk@URMC.Rochester.edu
Phone: (585) 275-3200