Enable users to email an issue into a Request Queue project

Last update: 2024-01-09
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You can configure a project to allow users to add issues to the project via email. You can allow for issues to be emailed into a project only if the project is designated as a Request Queue. For more information about creating a Request Queue project, see Create a Request Queue.

Access requirements

You must have the following access to perform the steps in this article:

Adobe Workfront plan*

Any

Adobe Workfront license*

Request or higher

Access level configurations*

Edit access to Issues

NOTE

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.

Prerequisites

The following prerequisites are required to configure a project to allow users to add issues to the project via email.

These conditions must be met, before enabling this feature:

  • Users who are emailing issues to this account must be active users with a license for Workfront.
  • Users who are emailing issues to this account must have Add Issue permissions on the project.
  • External Users cannot email issues to a request queue because they do not have access to create issues.
  • Only emails coming from an email address associated with an active Workfront user are allowed to send issues to the project. Emails that are forwarded to an active Workfront user email from an email not associated with a Workfront account are unable to create issues under the project, as the original sender’s email address is required to be associated with an active Workfront account.
  • The project is set up as a Request Queue.
  • The email account associated with the project is not linked to a Workfront user account.

Configure the project in Workfront

NOTE

Keep the following in mind when enabling email queue settings:

  • Workfront allows one unique email per request queue across all clusters. If you choose to disable your request queue, you’ll retain the email address you created as long as it is still in the Intake Email Address box. If you choose to discontinue use of the intake email, you must delete it from the Intake Email Field so it can be available for future use.

  • If the request queue has multiple queue topics or topic groups, Workfront will randomly select the queue topic that the emailed requests will go to, making eamiled requests hard to manage.
    We recommend that the project that you set up to receive requests through emails should not have more than one queue topic. If the submitted requests are intended for different resources or projects you should route or move them manually, after they have been submitted.

  1. Go to the project that you want to enable to receive issues via email.

  2. Click Queue Details in the left panel. You might need to click Show More first.

  3. In the Queue Type area, select Publish as Help Request Queue.

  4. Scroll down to the Email Queue Settings area, then select Enable Request intake via email.

  5. Enter the beginning of the email address in the Intake Email Address box.

    You must create a unique email address. We recommend using your company name as part of your intake email address.

    CAUTION
    • This email address cannot be recovered from the recycle bin if the project containing the request queue is deleted.

    • Because this email address must be unique, it may not be available in the future if deleted.

  6. (Optional) Select the Forward all issues that fail to submit via email, then enter a forwarding email address in the box below.

    This email address receives information about emails that failed to submit to the project.

  7. Click Save. Now, when users with an active Workfront account send an email to this email address, an issue is created in the Workfront project.

    NOTE

    Users must have access to create issues in the project in order to submit via email. You can grant this access in the Sharing dialog box under Advanced Settings.

    External Users cannot email issues to a request queue because they do not have access to create issues.

Receive the issue in Workfront

When a Workfront user sends an email to Workfront, the following things happen:

  • The Subject line of the email becomes the Issue Name.
  • The body of the email becomes the Description of the Issue.
  • If there are any documents attached to the email, those documents are attached to the issue in Workfront.
  • The user who is sending the email becomes the Primary Contact of the new issue in Workfront.
  • The body text of the email cannot exceed 4,000 characters.
  • Email attachments cannot exceed 7 MB total.

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