Planned work is represented in Adobe 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 you create a request 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 the article Overview of converting issues in Adobe Workfront.
You can create a request in the following ways:
You must have the following access to perform the steps in this article:
|Adobe Workfront plan*||
|Adobe Workfront license*||
Request or higher
Edit access to Issues
If you still don't have access, ask your Workfront administrator if they set additional restrictions in your access level. For information on how a Workfront administrator can change your access level, see Create or modify custom access levels.
*To find out what plan, license type, or access you have, contact your Workfront administrator.
As a Workfront administrator, you must create Request Queues and make them available to users before they 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 the article Create a Request Queue.
You must create the following components of a Request Queue:
A project in Current status, published as a Help Request Queue.
For more information, see the article Create Queue Topics.
For more information, see the article Create Routing Rules.
(Optional) Topic Groups.
For more information, see the article Create Topic Groups.
(Optional) Request custom form.
For more information, see the article Create or edit a custom form.
(Optional) Request approval process.
For more information, see the article Create an approval process for work items.
When you create a request in the Workfront web app, Workfront saves the request as a draft before you submit it. Workfront creates a draft as soon as you select your request queue and start entering information for it.
You can continue submitting the request, or you can complete as much information as you have available and navigate away from it to finish it later. Workfront saves the drafted request that you started in the Drafts folder.
Consider the following when working with drafts:
For information about creating requests from existing drafts, see Create requests from drafts. For information about deleting request drafts, see also Delete a request draft.
To create a request in the Workfront web app:
Click the Main Menu icon in the upper-right corner of Adobe Workfront.
Click Requests, then click New Request in the upper-right corner of the page.
(Conditional) Click inside the Request Type field and do one of the following:
From the Recent Paths section, select a path you used recently to open a request queue. A path includes the request queue, the topic groups, and the queue topic that you submitted to recently. The last three paths display by default.
Workfront saves a path only when you have actually submitted a request to it. It does not create paths for drafted requests.
From the Request Queues section, select a request queue.
Enter a keyword that belongs to a previously accessed path to search for a request queue.
For example, if you have a request queue named “Help Desk” with a Topic Group named “Location” and a Queue Topic named “Remote”, you can type “remote” and all the request queues that contain “remote” in any element of their path display.
When you type a name that contains a special character, the request queue, queue topic, or topic group display even when you omit typing the character.
The list of available request queues and recent paths dynamically updates to include only paths that contain the keyword which is highlighted in the results.
The results of the search display under the following areas:
|Request Queues||Request queues that contain the keyword in their name|
Paths (which include request queues, topic groups, queue topics) that contain the keyword in any of the names of their elements
For more information about how to publish a project as a Help Request Queue, see the article Create a Request Queue.
In the New request form, do one of the following:
(Conditional) Select an available draft from the notification message displayed under the Request Type field.
This area displays only if you have saved drafts before without submitting them.
The three most recent drafts from three different queue topics display by default.
Start entering a new request in the selected queue.
A new draft automatically saves for you in the Drafts section after you start entering information for the new request and you give the request a name in the Subject field.
(Optional) If your Request Queue includes Topic Groups, select the name of the Topic Group in the first drop-down field. Otherwise, select a Queue Topic.
When you hover over a Topic Group or a Queue Topic the Description field displays to the right. This contains additional information about the topic group or queue topic.
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 the article Create Topic Groups. For more information about creating Queue Topics, see the article Create Queue Topics.
If you selected a draft or a previous path, the topic groups and queue topics are already selected. You can select a different one, if needed.
Depending on what fields the Workfront administrator enabled in the New Issue Fields section of the Queue Details subtab 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.|
Specify a URL that might relate to your request.
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.
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:
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.|
Specify the name of an active user, job role, or a team that the request should be assigned to.
You can specify only one team.
Depending on how the request queue was set up, you might be able to only assign one or two types of resource to the request, instead of all three (for example, you might only be able to assign the request to users).
If a routing rule is also associated to the request queue and it automatically routes the request to a different type of resource (for example, a team), your request is assigned to both the entity that you manually specify when submitting the request (users) and the resource specified in the routing rule (the team.)
For more information, see the following articles:
We recommend using Routing Rules for your Request Queues so that they can be automatically routed to the appropriate resources.
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.|
Add documents to your request.
Depending on how the request queue was set up, the Documents section might display before or after the custom fields.
Documents that you upload to Workfront are stored for 24 hours in a drafted request. After that, you must reattach them when you return to edit and submit the draft. Documents that are linked from other drives are saved on the draft permanently.
(Optional) If your Workfront 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.
(Optional and conditional) At any point during entering the request, click Discard draft if you want to delete the draft that is automatically created. This deletes the draft which cannot be recovered. A confirmation message displays to acknowledge that you are deleting the draft.
(Optional) Click Undo on the confirmation message if you want to revert your action and keep the draft.
Do one of the following:
Click Submit if you are ready to submit the request. The request is saved in the Submitted section . Depending on the Routing Rule of the Request Queue, this request might be routed to a different project than the one designated as a Request Queue. For information about routing rules, see Create Routing Rules.
Click Close if you are not quite ready to submit it and you might come back and finish it later. Your request is saved in the Drafts section and it will be available to you next time you submit a request for this request queue.
When you submit the request, the draft automatically deletes and cannot be restored.
For information about addressing incoming requests, see the article Manage work and team requests.
For information about locating submitted or drafted requests, also see Locate submitted requests.
You can share a direct link to a request queue when you submit a new request and embed it in other applications. Users who access this link from the web or from other applications must also be logged in with an active Workfront account to be able to access this queue and submit requests to it. For information, see Share a link to a request queue.
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.
The body text of the email is added as the request description.
HTML formatting is stripped when the request enters Workfront, but signatures and existing Reply-to thread contents are not stripped and appear in the request description.
For information about how to enable a Request Queue to receive requests through email, see Enable users to email an issue into a Request Queue project.
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 the article Create an Adobe Workfront request from an Outlook email.
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 have access to see in the web application.
For information about submitting requests through the mobile app, see the Requests section in the articles:
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 the article Adobe Workfront integrations.
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 the article Submit Adobe Workfront requests from Salesforce objects.
For information about locating submitted or drafted requests, see Locate submitted requests.