Key takeaways
Request queues are a key component of work intake workflows. Queues provide a central location for submitting all types of requests.
In this module, you learned how to:
- Map out your organization’s work intake requirements. Gathering information about the types of work requests your organization makes each day helps you understand the needs of the users and map out a request queue structure.
- Create a basic request queue. Start your request queue creation with a basic, no-frills request queue before building out additional pieces of the queue.
- Organize a request queue and route requests to the right people. Queue topics represent the specific types of requests that can be submitted through a request queue, and these can be organized with topic groups. Routing rules automatically assign requests to specific teams, people, job roles, or projects, ensuring requests go to the right people to be completed.
To verify the work intake and request management workflows, Karen takes each type of request through the entire workflow process to confirm the Workfront system setups support each step—and that each step of the workflow fits together seamlessly.
Karen makes sure that requests are routed to the proper people and that templates exist for the types of requests that are converted to projects.
She plans to write reports (which she’ll compile into dashboards) to help teams track their incoming requests, get them assigned to team members, and track the work that results from the request.
