Request Queue - Help Support Questions

Hi @s-strategy,

I'd recommend keeping the support queue simple. When we originally created our support queue we had requestors select from a drop-down list with similar options. We no longer have a drop-down list for the requestor to fill out, but we created a custom form that we attach to the requests when we review the requests. The custom form has the previous drop-down field that allows us to categorize their reason for reaching out and we've added additional fields to document what we do to remediate the request, follow up, etc.

Best,

E

I agree with @erika_antkowiak to keep it simple where possible. I include topics and, after most of those topics, prompt for:

• Description
• URL
• Primary contact
• Documents

There are some topics that I associate a custom form with, especially around user management.

Topics I include largely mirror areas of Workfron that I manage as the admin:

• *URGENT Restore something deleted
• Access (that is, sharing permissions)
• Approvals
• Forms and request queues
• Install a Blueprint
• Portfolios and programs
• Proof and documents
• Reports and dashboards
• Resourcing
• Templates
• User add
• User deactivation
• User update or reactivation
• Other Workfront issue

Some of the biggest tradeoffs with my approach:

• It's not unusual that I have to reply back to the requestor for more information. However, I keep prompts open-ended because it's already hard enough to get users to use my form.
• This list is already fairly long.