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To review a Workday AI agent action, first identify the agent, skill, event, and execution mode. Then establish whether the action ran by a user, on behalf of a user, or under the agent’s own identity. Use View AI Agent User Audit Trail for attribution and View Security for Agent Skill for the tools, APIs, domains, and business-process policies involved. For an authorization failure, compare the requester’s effective permissions with the skill and API security groups; for ambient execution, inspect the agent’s Agent System User (ASU) instead. Finally, verify the workflow’s human-review boundary and monitor business outcomes rather than treating one event as proof that the overall agent is working correctly.
Start with a precise incident record
Public Workday documentation can explain the diagnostic path, but it cannot determine the cause of an individual tenant incident without the tenant’s event and configuration evidence. Before changing security, capture enough context to reproduce and trace the action.
Record the scope
- Agent name and the skill that was invoked.
- Approximate date and time, including the tenant time zone.
- Workflow, business process, task, or API involved.
- Person, worker, supplier, expense, invoice, or other record affected.
- The observed result: recommendation only, proposed action awaiting approval, completed transaction, partial completion, or error.
- The exact error text, request identifier, notification, or screenshot available to the administrator.
This distinction matters because a recommendation, a proposal waiting for approval, and a committed transaction have different control and recovery paths. Do not classify an action as a failure merely because the agent paused for a required approval.
Determine the execution mode and identity
Workday separates agent execution into delegate and ambient modes. The mode determines whose permissions apply and how the event should be interpreted in the audit record. Workday’s Agent Security administrator guide describes the distinction and the least-privilege model.
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| Execution mode | How it runs | Authorization context | What to investigate first |
|---|---|---|---|
| Delegate | The agent acts for a requesting user. | The requester’s effective permissions, together with the skill and underlying tool or task security. | Requester identity, user access to the skill and tool, shared security groups, and domain or business-process policies. |
| Ambient | The agent runs as itself, for example from a trigger or schedule. | The agent’s own Agent System User (ASU), credentials, and policy assignments. | ASU status, ASU security groups, the skill’s policies, and the trigger or schedule that launched the run. |
Use the correct Agent System User
Workday gives each agent unique ASU accounts and describes support for up to two ASUs per agent: one for delegate execution and one for ambient execution. If an agent needs both modes, use separate identities and credentials so an ambient run cannot be mistaken for a user-delegated action. Workday’s security setup guidance says the ASU and its associated OAuth client are disabled by default until the agent is activated; administrators need the appropriate security access to configure and operate the agent-management tasks. See Setup Considerations: Agent Security for the activation and security requirements.
Why mode must be established before reading logs
A delegate event can legitimately fail because the requesting user lacks a permission that the agent itself appears to have. Conversely, an ambient event can fail even though a human administrator could perform the same task, because no human requester’s permissions are in force. An audit entry that looks like an unexpected user action may therefore be normal attribution for a delegated run, while a scheduled run should be traced to the ASU and its policies.
Read the two primary evidence sources
View AI Agent User Audit Trail: who initiated the activity?
Open View AI Agent User Audit Trail and determine whether each event is recorded By User or On Behalf Of User. The distinction establishes whether the platform attributes the activity directly to the acting identity or to an agent acting for a requester. Match the event time, agent, skill, and affected record to the incident record you created.
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View Security for Agent Skill: what could the skill call?
Open View Security for Agent Skill for the skill named in the event. This report exposes the tools and APIs associated with the skill and the domain or business-process security policies that govern them. Compare what the report shows with the operation the agent attempted. A skill can be visible to a user while one of its underlying tools or API operations remains unavailable.
Check every layer: the skill, the tool or task, the API, the domain policy, and any business-process policy required to complete the transaction. Record the security groups represented on both the agent skill and the API policies. Workday’s setup guidance states that successful delegated tool execution requires a security group shared between the agent skill and the API security policies; the requesting user must also have access to the underlying tools and tasks. See Workday’s security setup considerations.
Use the Agent Management Hub and ASOR for context
The Agent Management Hub provides the agent profile, available skills, status, and applicable analytics. Workday’s About Workday Agents guide describes the Agent System of Record (ASOR) and the administrator reporting options associated with the agent lifecycle. Use these views to confirm that you are investigating the active agent and skill, not a retired version, duplicate registration, or an agent whose status changed before the event.
Reporting scope is not uniform across agents. Workday states that some input/output and analytics reports are available only for Workday-built agents. Agent Input and Output Details covers the past 30 days, so an older incident may require other audit evidence or records retained by your organization. Do not assume that a registered or third-party agent exposes the same report set as a Workday-built agent.
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Step-by-step review and troubleshooting procedure
- Identify the event. Search for the approximate time, agent, skill, workflow, affected record, and result. Save the exact error or event identifier before refreshing screens or changing configuration.
- Classify the outcome. Decide whether the event was a recommendation, a proposed action awaiting approval, a completed action, a partial result, or an error. This prevents an intentional pause from being treated as an authorization defect.
- Establish the mode. Confirm whether the skill ran in delegate or ambient mode. Check the configuration, trigger, schedule, or invocation path that launched it.
- Resolve the acting identity. For delegate mode, identify the requesting user and inspect the “By User” or “On Behalf Of User” attribution. For ambient mode, identify the ASU and verify that the ASU and its OAuth client were active when the event occurred.
- Correlate audit evidence. Use View AI Agent User Audit Trail to align the request, tool call, approval, and final result. Note missing steps as evidence: a tool call without a commit may indicate a policy denial or an approval boundary.
- Map the intended operation. In View Security for Agent Skill, list every tool, API, domain, and business-process policy needed for the attempted operation. Do not diagnose from the skill name alone.
- Reconstruct effective permissions. For a delegated action, compare the requester’s current and historical security groups and domain or business-process permissions with those required by the skill and API. For an ambient action, perform the same comparison for the ASU, not for the person who later reported the problem.
- Check the shared-group requirement. Confirm that a security group represented on the agent skill is also represented on the API security policies. Confirm that the requester can access the underlying task or tool in delegate mode.
- Inspect the handoff. Determine whether the workflow required approval, review, or escalation. Verify that the designated reviewer received enough context to make a decision and that the agent stopped where the runbook requires it to stop.
- Change the smallest necessary control. Grant only the missing access needed for the skill, correct the policy or group assignment, activate the required ASU, or repair the workflow boundary. Avoid broad administrator access as a diagnostic shortcut.
- Retest with a controlled case. Use a non-production record or an approved test process. Capture the mode, identity, audit entries, security report, and final outcome so the fix can be compared with the failed run.
- Monitor after the fix. Review later audit events and business measures such as cycle time, quality, cost, and employee experience. A successful retest proves that one path works; it does not establish that the workflow is effective over time.
Diagnose authorization failures by execution context
Delegate-mode checks
In delegate mode, begin with the requester shown in the audit evidence. Confirm that the user is allowed to interact with the agent skill and has access to each underlying tool or task. Then verify that the user’s security groups satisfy the policies on both the skill and the API. A user may be able to launch a skill but still lack permission for a particular API operation, domain, or business-process step.
Compare the permissions that were effective at the event time, not only the user’s current membership. A group removed after the incident can make a later review look inconsistent with the original result. If the skill and API policies do not share an appropriate security group, correct that alignment using the least privilege necessary for the operation. Re-test the specific tool call rather than granting access to every tool in the agent.
Ambient-mode checks
For an ambient run, do not substitute the permissions of the employee who noticed the problem. Trace the trigger or schedule to the agent’s ASU, then inspect the ASU’s security groups, domain permissions, business-process policies, activation state, and authentication configuration. A scheduled action can fail overnight even when the same task succeeds interactively because the ASU lacks a policy, has been disabled, or is using a different skill version.
If the audit trail shows an ambient identity but the incident report names a requester, preserve both facts: the requester may have initiated a schedule or configuration change without being the identity that executed the transaction. This distinction is essential for accountability and for deciding whether a user should receive an approval or escalation notification.
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Permission comparison matrix
| Check | Delegate execution | Ambient execution | Evidence to retain |
|---|---|---|---|
| Identity | Requesting user and audit attribution. | Agent ASU and activation state. | Audit event, ASU name, event timestamp. |
| Skill access | User can interact with the skill. | ASU is assigned the required skill policies. | Skill configuration and security report. |
| Tool or task access | User can access every underlying tool or task. | ASU can access every underlying tool or task. | Task/tool permission evidence. |
| API alignment | User’s group is represented on the skill and API policies. | ASU’s group is represented on the skill and API policies. | View Security for Agent Skill output. |
| Business-process control | User satisfies required domain and process permissions. | ASU satisfies required domain and process permissions. | Applicable policy and approval records. |
Recognize common failure patterns
| Observed symptom | Most useful hypothesis | Next diagnostic action |
|---|---|---|
| The agent can answer or recommend but cannot complete the transaction. | The skill is available, but the underlying tool, API, domain, or business-process policy is not. | Use View Security for Agent Skill and compare every required operation with the acting identity’s permissions. |
| A user can perform the task manually, but a scheduled agent run fails. | The run is ambient and the ASU lacks the user’s permissions or is inactive. | Trace the schedule to the ASU, check activation, and review ASU policy assignments. |
| The event appears under an unexpected person. | The audit record may distinguish activity by a user from activity on behalf of a user. | Read the exact attribution in View AI Agent User Audit Trail and confirm the execution mode. |
| A recently granted permission did not fix the action. | The missing control may be on the API, domain, business process, or shared security-group mapping rather than on the user. | Map the complete tool path and verify policy alignment at each layer. |
| Input/output details are unavailable. | The report may be outside its 30-day window or unavailable for that agent type. | Use the audit trail, Agent Management Hub, ASOR records, and retained tenant evidence; do not infer that no action occurred. |
| The agent stops and asks for approval. | The configured workflow boundary may require human review. | Check the runbook and approval routing before treating the pause as a defect. |
Set boundaries and human-review rules
Permissions answer whether an agent can act; governance determines whether it should act without a person. Workday’s management guidance recommends defining the agent’s objectives and scope, decision limits, escalation rules, and human review points. The guidance is summarized in How to Manage AI Agents. As Workday VP Kathy Pham puts it, “Boundaries, defined by our choices, are essential for purposeful AI agent deployment.”
Write the operating boundary
- State the business objective and the records the agent may read or change.
- List actions that require approval before commitment, such as changes with financial, employment, compliance, or external-system impact.
- Define stop conditions: missing data, conflicting records, low confidence, policy denial, duplicate transaction, or an exception outside the skill’s scope.
- Name the human or team that receives an escalation and specify the context they must receive: original request, proposed action, affected record, policy result, and error details.
- Specify which recommendations, tool calls, and completed transactions are reviewed and how quickly the review must occur.
Assign cross-system ownership
When an agent changes data or starts work in another system, designate an owner for the handoff. That owner should inspect downstream effects, reconcile failures, and decide whether the agent’s mandate or decision limits need revision. Workday’s guidance emphasizes ownership across systems because a locally successful action can still create an incomplete or harmful downstream workflow.
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Review individual audit events for diagnosis, but evaluate the agent at the workflow level over time. Track measures appropriate to the process, including cycle time, quality, cost, and employee experience. A drop in any of these can indicate that the agent’s mandate, decision limits, data assumptions, or human-review point no longer fits the process.
Use the Agent Management Hub and available compliance or input/output reports for ongoing oversight, while respecting their scope limits. Some reports apply only to Workday-built agents, and Agent Input and Output Details covers the preceding 30 days. Retain longer-term operational measures outside that report when policy or audit requirements demand a longer history.
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When results drift, revisit the objective, guardrails, escalation recipients, and approval boundary before simply adding permissions. More access can increase the blast radius without correcting a workflow or data-quality problem. Workday’s governance material also describes review of activity, proposed actions, and approvals in its Security & Compliance (AI Governance Trust) information.
Authentication and configuration caveats
Workday’s setup guide describes different OAuth token lifetimes for first-party and third-party agents and states that third-party expiry is not currently customizable. Treat token duration as a configuration detail to verify in the current administrator guide and your tenant, not as a universal value. An expired or invalid token can resemble a permission failure, so include authentication status in the evidence collected for an ambient run.
Likewise, do not assume that every tenant exposes identical reports, that every agent has two active ASUs, or that a security change is effective immediately in every workflow. Confirm the agent’s current status, skill version, identity, policy assignments, and report availability in the tenant before drawing a conclusion.
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Administrator runbook checklist
- Scope: agent, skill, timestamp, time zone, process, record, result, and exact error captured.
- Mode: delegate or ambient confirmed from configuration and invocation path.
- Identity: requester and audit attribution recorded for delegate; ASU and activation state recorded for ambient.
- Evidence: View AI Agent User Audit Trail reviewed; View Security for Agent Skill exported or recorded.
- Permissions: skill, tool, task, API, domain, business-process, and shared security-group requirements compared.
- Authentication: ASU, OAuth client, token validity, and first-party or third-party configuration checked where relevant.
- Boundary: recommendation, approval, escalation, or commit state verified against the runbook.
- Remediation: least-privilege correction applied and documented.
- Validation: controlled retest completed with matching audit and security evidence.
- Follow-up: cycle time, quality, cost, employee experience, and downstream handoffs monitored after the change.
When tenant-level help is required
Escalate to your Workday security or implementation team when the audit event, skill security report, and effective permissions disagree; when the ASU or OAuth client cannot be activated; when a required API or business-process policy is not exposed in the available report; or when a cross-system action has already produced downstream effects. Provide the event identifier, timestamps, mode, acting identity, affected record, relevant security report, and the exact remediation attempted. That evidence lets a tenant specialist investigate configuration rather than repeating generic permission changes.
Workday’s Agent System of Record information describes ASOR’s lifecycle and Agent Gateway positioning, but product documentation does not establish that a particular customer tenant is configured correctly or that one predetermined cause explains every failed action. The tenant’s audit evidence and policy state remain authoritative for the incident.
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