Request queue overview

Understanding how request queues are structured and determining your organization’s work intake needs are the first steps in setting up a successful request process.

Start by looking at the different ways teams and users are submitting and accepting work requests at your organization.

Different ways requests are submitted.

1. A common way to request work is through email. Messages go back and forth for days, resulting in long, unwieldy email threads. This makes it difficult to find the information you need—the creative brief, the product specs, the change form—to complete the request.
2. Sometimes requests come during a meeting. Someone asks, “Please update the website by the end of the week.” You’re left scrambling to collect the requirements for the assignment—which page, update the image or text—wasting valuable time.
3. And, of course, there are the sticky notes that appear on your desk. These short, cryptic notes lack the detailed information you need.

When work requests are made multiple ways and to multiple people, this can result in work chaos.

Karen has seen this happen at her organization.

Managers don’t know what their team members are working on, and team members aren’t sure which requests should get priority. Information becomes siloed with individual team members.

And managers don’t have a way to report on how many requests and what type of requests are being made, which can make managing team resources difficult.

Request queues help manage the chaos by providing a simplified, standardized way for work requests to be submitted and ensuring each request contains the detailed information needed to complete the work.

This gives managers, and the rest of the team, visibility into what has been requested and a way to manage the requests, making sure they get to the right people.

Introduction to request queues

In this video, you will learn how:

• Adobe Workfront customers use requests queues.

• Users submit a request in Workfront.

• Request queues are structured in Workfront.

Even though Karen isn’t ready to start making request queues yet, she has started talking with the various teams at her organization to find out what type of work requests they receive and how they currently receive them. She uses this information as she’s structuring and building the request queues.

In the next step, you'll learn how to map out the structure of your request queues.