Create Routing Rules

Last update: January 9, 2025

CREATED FOR:

  • User
  • Admin

Routing rules control what Adobe Workfront does with issues when they are submitted to a request queue. For more information about creating Request Queues, see Create a Request Queue.

Routing rules send issues to specific users or job roles best equipped to resolve the submitted issue or request. Routing rules are usually associated with queue topics, which are used to control which routing rule will be applied to the issue or request.

Once created, you cannot move routing rules from one project to another.

Access requirements

Expand to view access requirements for the functionality in this article.
Adobe Workfront planAny
Adobe Workfront license*

New license: Standard

Or

Current license: Plan

Access level configurationsEdit access to Projects
Object permissionsManage permissions to the project

*For more detail about the information in this table, see Access requirements in Workfront documentation.

Create a Routing Rule

  1. Go to the project in which you want to add routing rules for your requests.

  2. Click Routing Rules in the left panel. You might need to click Show More, then Routing Rules.

  3. Click New Routing Rule to add the new rule. The New Routing Rule box opens.

    New Routing Rule box

  4. Enter the following information for the Routing Rule:

    NameThe name of the routing rule. You can see the routing rule if you have access to see this information on the project.
    DescriptionAdd a description for the routing rule.
    Default Assignee*Add an active user or an active job role to whom the new issues should be assigned. You can only have one default assignee in this field.
    Default Team*

    Add an active team to whom the new issue should be assigned. You can only have one default team in this field.

    NOTE

    After the issue is submitted, you can edit its assignments and assign other users, roles, or teams. For information, see Assign issues.

    Route to ProjectThis is the project where the issue is added.
    NOTE
    *If a user, job role, or team are deactivated after they are associated with a routing rule, the requests continue to be routed to them. You must periodically take an inventory of all routing rules and replace deactivated assignments with active ones.

    When you route an issue to a project, users with permissions on the issue receive the permissions set on that project. For information about setting permissions on projects, see Share a project in Adobe Workfront.

  5. Click Save.

    This process only defines the Routing Rule. To ensure that the issue is routed when it is submitted to the request queue, you must select the routing rule on the Queue Details tab under Default Route.

    For information about adding a Default Route to a request queue, see Create a Request Queue.

    If you want to associate multiple routing rules with the request queue, you must create multiple queue topics and associate each one with a separate routing rule. For more information about creating a queue topic, see Create Queue Topics.

Previous pageCreate Queue Topics
Next pageDefine Request Types for a project

Workfront