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Transcript

You should already know how to create a request queue and a request flow. If not, please see the links under the prerequisites in the tutorial text. Now that you’ve learned about the features in Queue Settings, let’s put some of these together and create a feedback request queue for system admins. This will be a place where users of any of the processes or workflows created by system admins can get feedback from the people who use them. The goal of this request queue is to be able to improve these processes and workflows. A good place to start is with a report that summarizes how users feel about the processes you offer. Here is such a report. You don’t need to create the report before you start, but you should at least sketch it out. It’ll help you decide what information you want to see. That’s the information you want to gather in your request queue. These fields are native to Workfront, so we just have to create a column for each of them in the report. But these other fields are not native, so we need to create a custom form and attach it to each feedback issue. Feel free to create any fields you want. These are just suggestions. For feedback to be most effective, you need a lot of it. And if you want your users to participate in providing feedback, it helps for them to know that they’re going to be listened to. So this report is not only something the admins can use to improve processes, it should be shared with all your users so they can see that you’re serious about process improvement. Every process needs to be tested to make sure it works. But it should also be optimized to be as efficient as possible. Your best resource for knowing what needs to be improved and knowing how effective your improvements are is honest input from your users. If you would like to create your own report like this, there is a link in the tutorial after this video that will show you how. Here is the custom form used in the report that will also be used when creating our request queue. If you would like to know how to create your own custom forms, there is another link in the tutorial that will show you how. For this request queue, we want to assign new requests to the entire admin team. This means that anyone on the team can pick it up. It makes it easier if you create the admin team first, like we did here. So now we can create our request queue. Simply go to Projects, create a new project. In this case, we don’t need a template or anything. We can just create a brand new project from scratch. Give this a name. Now we’re going to go down to the request queue areas. Before we get to queue details, we’re going to go into Routing Rules and create our routing rule. This way all of our requests will be routed to the admin team. Click on New Routing Rule. Put our team in here. And save it. Next, we go to the queue details. We’ll want to publish as a help request queue. In this case, we’re going to make it available to anyone. Type is Issue. That will work well. Default duration, let’s give them 10 days. So that will set the planned completion date on each issue that is submitted to 10 days from the entry date. We’re not going to provide a default approval, but we will provide a default route. Route to the admin team. And in this case, our custom form really gives us all of the places where we want them to write things. So we don’t need them to write things in the description or choose a priority. However, they can add documents. And I put some descriptive text at the bottom of the custom form to tell them to put a document there if they had one. And then there’s the custom form. Admin process feedback. Now we’re ready to save this. Now this queue is active because the status is current. In this case, the system administrators in this example have created another status which equates to current and is called Request Queue. So we’ll set it to that. That makes it very easy in reports on projects to just exclude all the request queues from other types of projects. Okay, now let’s test it. So you always have to have a subject. That’s the name of the request or the issue. And we’re going to say unused milestone can be removed from PATH. This is our custom form right here. Choose the process type you want to provide feedback on. Okay, it’s a required field. And here we’ve listed the things that we as a group of system administrators provide to users. And they can choose from this list. So this is milestone path. The name of this process is the direct mail milestone path. So I’ll put that in here. Give the process a grade. I’m going to say it’s good, but it could be better. Problem or good news. We’re going to say that the changes implemented milestone is no longer used and should be removed. And then if I wanted to provide a screenshot of that, descriptive text right here, right from the custom form. And here’s where I can drop it. We’ll go ahead and submit this. Now we can see it in our list. We don’t have much control in the request area to customize the view. That’s why we created the report. You can see in our report that our new feedback has been assigned to the admin team. But anyone on the team can assign it to themselves from the report if they want.