Planned work is represented in Workfront by projects and tasks. However, you might work in an environment where unplanned work, in the form of random requests, can come in at any time. Workfront provides a workflow to accommodate this type of environment through the use of Request Queues.
After a request is created in a Request Queue, you can either assign it to be completed or you can convert it to a task or a project.
For more information about converting issues to a task or project, see "Converting Issues."
- Prerequisites for Using Request Queues
- Creating Requests in the Workfront Web App
- Locating Submitted Requests
- Creating Requests from Outside of Workfront
- Creating Requests by Emailing into Workfront
- Creating Requests Using the Outlook Client
- Creating Requests Using the Workfront Mobile App
- Creating Requests From Other Applications
As a system administrator, you must create Request Queues and make them available to users before users can use this functionality. A user with a Planner license and with Edit access to Projects and Manage permissions to a specific project can also create Request Queues.
For information about how to create Requests Queues, see "Creating a Request Queue."
You must create the following components of a Request Queue:
- A project in Current status, published as a Help Request Queue.
- Queue Topics. For more information, see "Creating Queue Topics."
- Routing Rules. For more information, see "Creating Routing Rules."
- (Optional) Topic Groups. For more information, see "Creating Topic Groups."
- (Optional) Request custom form. For more information, see "Creating Custom Forms."
- (Optional) Request approval process. For more information, see "Creating Approval Processes."
- Navigate to the Requests area in the Global Navigation Bar.
- Click New Request.
- In the Select a Request Type drop-down menu, choose the Request Queue for your request.
The name of the Request Queue is the name of the project, which has been published as a Help Request Queue.
For more information about how to publish a project as a Help Request Queue, see "Creating a Request Queue."
- (Optional) If your Request Queue includes Topic Groups, select the name of the Topic Group in the first drop-down field.
You can have up to 10 tiers of Topic Groups built into your Request Queue.
For more information about how to create Topic Groups, see "Creating Topic Groups."
- Select the Queue Topic from the following drop-down menu.
For more information about creating Queue Topics, see "Creating Queue Topics."
- Depending on what fields the system administrator enabled in the New Issue Fields section of the Queue Details sub-tab on the project, you might find any of the following fields when you submit a new request:
Subject: Specify a name for your request. This is a mandatory field.
Description: Specify a description for your request.
URL: Specify a URL that might relate to your request.
Priority: Specify a priority for your request. The priority should define how fast you think this request should be resolved. The default options are:
Your system administrator can modify the names of priorities.
Severity: Specify a severity for your request. The severity should define the impact this request has on your work should it not be resolved in time. The default options are:
-- Causes Confusion
-- Bug with workaround
-- Bug with no workaround
-- Fatal error
Your system administrator can modify the names of severities.
Primary Contact: The Primary Contact of a request defaults to you, as you are the point person to address any questions pertaining to the request. However, you can change this to any other Workfront user.
Assigned To: Specify the name of a user who this request should be assigned to. We recommend using Routing Rules for your Request Queues so that they can be automatically routed to the appropriate resources.
Job Role: Specify the name of a job role that the request should be assigned to. We recommend using Routing Rules for your Request Queues so that they can be automatically routed to the appropriate resources.
Team: Specify the name of a team that the request should be assigned to. We recommend using Routing Rules for your Request Queues so that they can be automatically routed to the appropriate resources.
Planned Hours: Estimate how many hours it would take for this request to complete.
Planned Start Date: Specify the date when work on this request should start.
Planned Completion Date: Specify the date when you would like for this request to be resolved.
Status: The default status of a new request is "New." Your system administrator might have changed the name of this status. You can also change the status to something else from this drop-down menu.
Documents: Add documents to your request.
- (Optional) If your system administrator associated a custom form with the Request Queue or with the Queue Topic, specify the fields inside the custom form.
Custom forms are different for every Workfront instance.
- Click Submit Request.
This creates a request in Workfront. Depending on the Routing Rule of the Request Queue, this request can be routed to a different project than the one designated as a Request Queue.
For more information about addressing incoming requests, see "Managing Work and Team Requests."
To locate requests that you or other users have submitted:
- Go to the Requests area in the Global Navigation Bar.
- Click Requests I've Submitted to view all the requests that you have submitted.
Requests that are pending approval do not display in this tab.
Click All Requests to view all requests that other users have submitted, and which you have permissions to at least View display in this tab.
- Click the Open subtab to view requests that are open.
Requests without an Actual Completion Date or whose resolving object does not have an Actual Completion Date are listed in the Open subtab.
- Click the Complete subtab to view requests that have been completed.
Requests with an Actual Completion Date or whose resolving object has an Actual Completion Date are listed in the Complete subtab.
Once a request receives an Actual Completion Date, it stays in the Recently Completed area for 10 business days. After that, it is moved to the Completed area.
For information about resolving and resolvable objects, see "Understanding Resolving and Resolvable Objects."
- (Optional) Select an option from the Sort by drop-down menu to sort the requests by the following criteria:
- Assigned To: Requests are sorted alphabetically by the name of the assignee.
- Submitted On: Requests are sorted chronologically by the date when they were submitted.
- Recently Updated (this is the default): Requests are sorted chronologically by the date of their last update.
- Name: Requests are sorted alphabetically by name.
- Priority: Requests are sorted in the order of their priority.
- Queue: Requests are sorted alphabetically by the name of the requests queue where they were submitted.
- Status: Requests are sorted alphabetically by their status.
After your system administrator creates the Request Queue, you can share the URL of that request queue outside of Workfront, or embed it in other applications you use in your organization.
You can share a Request Queue by doing one of the following:
- Using a Direct Access URL to the request.
- Embedding the code of the Request Queue into an iframe.
For information about the Direct Access URL and the Embed Code field, see "Creating Request Queues."
If your Request Queue is enabled to receive requests through email, you can email your requests directly to the email associated with the Request Queue.
For information about how to enable a Request Queue to receive requests through email, see "Understanding Email Settings."
You can submit requests using the Outlook client. You can create a new request or you can convert an email into a request.
For information about submitting requests using the Outlook client, see "Submitting Requests from the Outlook Client."
You can submit requests using the mobile app on your smartphone. You can create a new request and submit it to the Request Queues you access to see in the web application.
For information about submitting requests through the mobile app, see "Submitting Requests in the Workfront Mobile App."
You can submit requests using any applications that have been integrated with Workfront:
- You can build a custom integration between Workfront and another application that allows you to submit requests to Workfront from the other application.
For more information about custom Workfront integrations, see "Understanding Workfront Integrations."
- You can subscribe to Workfront Fusion and configure other applications on that platform to submit Workfront requests.
For information about the Workfront Fusion platform, see "Workfront Fusion."
- You can submit requests from Salesforce if you have installed the Workfront app for Salesforce.
For information about submitting requests from Salesforce using our Workfront app for Salesforce, see "Submitting Workfront Requests from Salesforce Objects."
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