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, see "Converting Issues."
- Pre-Requisites for Using Request Queues
- Creating Requests in the Workfront Web App
- 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 (this needs to be a bullet)
As a system administrator, you must create Request Queues and make them available to users before they can use this functionality. A user with a Planner license, with Edit access to Projects and Manage permissions to a specific project can also create Request Queues.
For more 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 about Queue Topics, see "Creating Queue Topics."
- Routing Rules. For more information about Routing Rules, see "Creating Routing Rules."
- (Optional) Topic Groups. For more information about Topic Groups, see "Creating Topic Groups."
- (Optional) Request custom form. For more information about creating custom forms, see "Creating Custom Forms."
- (Optional) Request approval process. For more information about creating approval processes, see "Creating Approval Processes."
- Navigate to the Requests area in the Global Navigation Bar.
- Click New Request.
- In the Select a Request Type field, choose the Request Queue for your request.
The name of the Request Queue is the same as 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 could 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 to use Routing Rules for your Request Queues, so 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 to use Routing Rules for your Request Queues, so 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 to use Routing Rules for your Request Queues, so 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. They 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."
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 more 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 more 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 more information about submitting requests using the Outlook client, see "Submitting Requests from the Outlook Client."
You can submit requests using the Workfront Mobile App.