Design the request workflow
The work intake process with Adobe Workfront request queues is supported by routing rules, topic groups, and queue topics.
Let’s take a look at these request queue elements and how they work together.
Design a request workflow
In this video, you will learn how to:
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Create a request flow process specific to Adobe Workfront request queues that supports your organization’s work intake needs.
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Translate your request intake needs into routing rules, topic groups, and queue topics.
Map out your request queues
Karen looks at the information she collected about the types of requests made at her organization. She wants to see if some of the request types can be combined into queue topics, and then how those topics could be organized with topic groups.
In addition, Karen considers who these requests need to be assigned to, which helps determine what routing rules she’ll need.
Adobe Workfront recommends actually sketching out your queue topics, topic groups, and routing rules on a whiteboard or piece of paper, or even in a digital document. Seeing the pieces come together helps you ensure the request process supports the workflows in your organization and fits into the overall project lifecycle.
Plus, having everything planned out makes actually building the request queues quicker and easier.
Pro tips
When mapping out request queues, keep in mind the type of information you’ll want to report on. Will you need reports that show the requests that came through a particular queue topic? Ones that were assigned to a team by a routing rule? What you want to see in your reports may influence how you set up your request queues and what kind of custom forms you create.
Also, keep in mind future growth in your organization’s Adobe Workfront system as you design request queues. As additional departments or teams are onboarded to Workfront, you don’t want their request queue needs to disrupt what’s already established.
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Example request queue mapping
You don’t need to “over-engineer” your request queues by making them overly complicated with multiple layers of topic groups and dozens of queue topics.
It’s OK if your request queue is something simple like this:
And it’s OK if your request queue has multiple topic groups and queue topics, like this:
In the next step, you'll learn how to create the request queue project, topic groups, queue topics, and routing rules.