Effective as of Release 2019.1, administrators must give Workday Adaptive Planning support access to your instance. Log in to Adaptive Planning and go to Administration > General Setup. Check the box to "Allow Workday Adaptive Planning support personnel to login"
You must select this option for Adaptive Planning support to be able to log into your instance and troubleshoot your issues.
For security purposes, support continues to require permission on each case. Administrators can authorize permission through our support portal. Log in to Adaptive Planning and go to Support > Submit a Request. Look for this option and select Authorize:
If submitting a ticket by email, include this statement in the request:
I authorize Workday Adaptive Planning
support personnel to access my instance to perform the support services that I am requesting.
See General Setup for more on administration setup.