Is anyone currently using Workfront for request intake from external users? Our request queues are all internally focused now, but we are noodling out a new use case where domestic and international external users would submit requests that would be reviewed and approved. Would love to hear from anyone using WF in this way (tips and tricks, what has worked and what has not worked, best practices, etc) Thanks! Catherine Hayes Manager, Business Analytics and Program Operations The Channel Company Westborough MA
We just recently rolled out a plan to start external users. My biggest find was that my original Project Que set up was for the main company participants and since the external partners did not need to see all 8 Que's (they only need one) we had to reconfigure how the original project ques were seen. We changed them from Company to licenses under the edit projects button in the upper right, then changed the Group to the name of our main group of actual project requestors. On the external partner Que we gave that a different group. Voila, problem solved and no rocket science was involved. Samantha Senior Specialist, Creative Services 817-424-2186
Thanks very much @Samantha Williams This is great input! Catherine Hayes Manager, Business Analytics and Program Operations The Channel Company Westborough MA
Bookmarking this one for later, this is on our roadmap as well. Thank you for saving us some troubleshooting down the road! Katherine Stibley DMD Marketing Corp.
Catherine, I've rolled out Request Queues to External Partners and typically setup them up as their own companies and groups (per company) to keep things "quarantined" from each others requests and work. As mentioned above, you will likely want to revisit existing Queues to make sure their visibility is set to the right level (Who can add requests to this queue?) so that while your company can continue utilizing them as usual you don't publish internal queue to the External Requestors. That usually means that you're changing all but the external queue from "Anyone" to one of the other options. In Setup > Access Levels you'll likely want to create a new Access Level similar to External Users where the External Requestors only " View only companies, groups & teams they belong to", but as with any of these settings you'll want to experiment in your Sandbox or Preview just to make sure they are viewing everything you want them to see. Feel free to reach out if you have any other questions, John Albaugh
Hi Catherine: As part of our WF config, we've created a separate input queue for our Branch teams for their marketing requests. We've created a user - "Branch Requests" and an internal team to approve the requests that are coming in. We use a link to WF on an intranet page accessible to these external users so that when they click on the link, they are taken directly to the intake form and the process begins. So we have 300+ external users serviced by a single licence who can access WF via a secure link. Cheers Bill Gattinger ATB Financial
