Create a request queue

In this video, you will learn how to:

  • Create a request queue by first creating a project
  • Set up the request queue details
  • Make the queue go live
Queue Creation. In this chapter, you’ll learn about creating a basic request queue in Workfront.
Since queues are essentially a project, we are going to start as if we were creating a brand new project from scratch. First, we will navigate to the projects area. Under the projects, we will click the new project button.
We will now enter the name of the project. This name will eventually become the name of the request queue.
In order to have the system officially recognize this as a queue and not a project, we have to make some modifications to it. You’ll notice we are automatically given the option to create a new task. However, we are going to go to the more tab and select queue setup.
You’ll notice as soon as we select that option there are four areas which become available to us. queue details, routing rules, queue topics, and topic groups. We will be touching on all of these later as we will need them in order to properly set up our request queue in the system.
To set up a basic queue in the system, without any bells and whistles, we need to establish our queue details. In this area, we will be moving our way down the screen to input the basic queue information. First, we need to establish that this is in fact a queue and then decide who will have access to it. In order to make this a queue and not just another project you need to check the box next to Publish as Help Request Queue. This is the only way to make sure this will happen. You also must make sure the project is in a current status in order for it to go live. Once you check that box, a new section will appear where you need to determine who will be able to submit requests to this queue. There are four options here. Anyone, people with view access to this project, people in this project’s company, or people in this project’s group. The last two options are set in project details.
Next, we will decide what characteristics this queue will have and how it will function. What types of requests will this particular queue include? You have the option to include issues, bug report, request, or change order. The issue option is the default, however, you can choose one or multiple options here.
Next, we have a field for default duration. This will allow you to set a response time or due date for the request. The next two options deal with access and permissions for the request if you need to make changes to the defaults. When done customizing the request queue fields, be sure to select the save button To make our queue go live, all we have to do is make sure the status of the project is set to current. At this point, we have created a very basic request queue and when we go back to the request area you will now have that queue as an option to submit requests. Let’s test out our newly created request queue by submitting a request for business cards. We will first navigate back to the request area and select the new request button. From there in the dropdown, we will now see our creative request queue. After selecting the creative request queue, we will enter the subject, fill out any additional details that are needed for this request, and click the submit request button. Navigating us back to the requests I’ve submitted tab, we can see our request business cards. We can also see the status of new, when the planned completion date is, and who, if anybody, this request has been assigned to. -

Your turn

Let’s take a minute to review the information you were just presented.

Question: Which of the following must be in place in order for a Request Queue to go live? (select all that apply)

  1. Project status = Current
  2. “Issue” from the request type is selected
  3. “Publish as Help Request Queue” is selected
  4. Project Status = Current or Planning

Answer: 1) Project status = Current and 3) “Publish as Help Request Queue” is selected