From the thinking chair‚Äö√Ñ¬∂very common need from my experience.
Essentially, you will be trying to put a fake user into Workfront to allow for the email routing of requests to a different help desk area. This need is a prelude to getting a request queue to help desk integration worked on.
For this early integration (more of a work around), consider these points, which are not all-inclusive to the solution you may be poking at.
* The help desk email address should be set up as a unique email for the help desk support people to use as shared access. This would later be converted to THE email address used in a formal integration.
* Set up a special access level to set up the rights for the Workfront user. Limit access manipulations to only be editing the request (issue) and document records. The access level will be using the reviewer license.
* Set up the user to use the special access level and the special help desk email address.
* Ensure that the email notifications to send notification on request assigned to user is turned on.
* Set up the request queue with a special routing rule to assign to the user when input.
* Test this out to make sure all the parts are working.
* Set up a special audit report for daily send to the help desk email address. Include all of today's requests for the special request queue in that report‚Äö√Ñ¬∂use the send report email using HTML to allow direct linking to the records.