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How do you route to multiple teams in one queue?

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Level 4

I have 2 service teams that work with the same customers, but sometimes we don't. Team A wants to be notified of work that just belongs to them, AND the shared work. Team B wants to be notified of work that just belongs to them AND the shared work. We'd like for the customer to be able to fill out forms for shared work in the same request. 

 

Is this possible in Workfront? Can queue topics and routing rules to populate the request with the applicable forms and route to either one or both teams? 

 

Thanks in advance

1 Accepted Solution

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Correct answer by
Community Advisor

not at the moment, unless you have fusion and are willing to automate. If you don't or aren't, you would need to create a third team (team A+B) and set up three queue topics and three routine rules, one for each team.

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2 Replies

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Correct answer by
Community Advisor

not at the moment, unless you have fusion and are willing to automate. If you don't or aren't, you would need to create a third team (team A+B) and set up three queue topics and three routine rules, one for each team.

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Community Advisor

Just throwing out another idea here since you cannot have a default assignment in a queue be to more than 1 team and/or 1 person...

You could have the folks from Team A & B that need to be notified of the requests added to the People tab of the project where the requests go, and then have those people have the notification below turned on. Having someone in this tab of a project means they're 'on' the project even if the tasks/requests within aren't assigned to them.

MadalynD_0-1675800341604.png

Then, whenever a new request is added, these people will get notified. Depending on what other projects they're on, this notification could be cumbersome, just a thought.

To easily distinguish who gets what, you could either add queue topics like Skye mentioned or you can pull a custom form field that indicates who the request is for in the request View.

 

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