Problem

Personal mobile or SMS numbers that are configured in Workday do not appear for contacts in Everbridge when using a Workday-to-Everbridge contact integration. This can affect many contacts when the organization depends on personal SMS for notifications. In these situations, recent uploads or import logs may show that no SMS or mobile values are being sent from Workday to the Everbridge SMS-related fields, even though Workday still shows numbers for workers.

Root Cause

This behavior occurs when Everbridge does not receive the personal mobile or SMS values from the Workday integration. Common causes include:

• The Workday-to-Everbridge field mapping is incorrect or not configured to send the personal or mobile phone field to the Everbridge SMS field.

• The Workday integration user account does not have permission to view the personal phone field, so those values are not available in the export or feed.

• Recent data uploads from Workday did not include SMS or mobile numbers at all

When the integration user cannot see the relevant SMS field, Workday does not include those values in the response, so Everbridge never receives the numbers and the corresponding SMS or mobile delivery methods remain empty.

Solution

To resolve missing personal mobile or SMS numbers from a Workday contact integration, Everbridge and Workday administrators should jointly validate the integration data, mapping, and permissions using the following steps.

• 1) Check recent Everbridge uploads for SMS/mobile values

  • Review recent import or upload logs over a defined period to confirm whether any SMS or mobile numbers were sent from Workday.

  • If no SMS numbers appear in those uploads, treat this as a data-not-sent issue rather than a configuration issue inside Everbridge.

• 2) Confirm data presence and timing in Workday

  • Verify that personal or mobile numbers were present in Workday for affected workers prior to the timeframe when numbers stopped appearing in Everbridge.

  • Identify when the disappearance in Everbridge was first noticed to narrow the timeframe for review.

• 3) Validate Workday export and integration mapping

  • In Workday, confirm that the field used for personal or mobile numbers is included in the integration export used for Everbridge.

  • In the Everbridge integration configuration, check the attribute and field mappings to ensure the personal SMS or mobile fields from Workday are correctly mapped to the Everbridge SMS-related delivery methods.

  • Confirm that the mapping references the specific Workday attribute that is actually populated with personal mobile numbers and not a different phone field.

  • Where applicable, verify that any configured SMS mapping is included in the feed and mapped to the desired Personal Text or related SMS delivery method in Everbridge.

• 4) Confirm Workday integration-user permissions

  • Identify the Workday integration user account that is used for the Everbridge connection.

  • Have a Workday or HR administrator verify that this account has permission to view the personal SMS or mobile field or fields used in the export.

• 5) Re-check uploads after mapping and permission updates

  • After confirming and, if necessary, correcting the Workday-to-Everbridge mapping and the Workday integration-user permissions, trigger or review subsequent uploads.

  • Confirm that SMS or mobile numbers now appear in the integration uploads and are populated into the appropriate Everbridge delivery methods.

• 6) Coordinate with Everbridge and Workday support if needed

  • If personal SMS numbers still do not appear in Everbridge after confirming that the correct Workday field is mapped and that the integration user can see that field, contact Everbridge Support and Workday support so both sides can review configuration and logs together.

  • Involve your Workday or HR colleague when contacting Everbridge Support so both the integration configuration and Workday export can be examined in the same session.

For additional guidance on preparing contacts for SMS and general SMS behavior in Everbridge, see EBS: Everbridge SMS Best Practices and EBS: Troubleshooting SMS Message Issues in Everbridge Suite.

Workaround

If immediately updating the Workday integration configuration or Workday integration-user permissions is not possible, organizations can still improve SMS coverage for critical notifications by ensuring that contacts have other SMS-capable delivery methods configured from available phone data. This requires that the data feed includes at least one populated phone field that can be mapped to an SMS delivery method in Everbridge and that contact records are updated using the existing integration or upload process.