Hi Anna, here's a summary of a typical day for me and my team. Triage My daily routine starts with my "Projects" tab. In the first custom tab, I find the "Triage" report showing all new requests in my team queues needing assignment. I go here because I've turned off email notifications for "My team gets a new work request" to keep my inbox manageable. I review and assign all requests either to myself or one of my two other administrators. My co-admin, Karlton, also performs triage routinely. Inbox Next I typically move on to Outlook to see what's lingering in there that needs to be addressed. I have a rule that I try to follow, if it's in my inbox, I need to deal with it. Otherwise, I archive or delete it. Outlook tells me who's communicated with me inside Workfront's updates, but also who's gone rogue outside of the updates. I try to reply to every message I have and pass the ball back into someone else's court if I can. I find the less people are waiting on me, the better I am at focusing on my highest priority. I minimize and sometimes close Outlook to reduce the distractions it brings at this point. My Issues Back to the "Projects" tab, I now start to cycle through the various reports on the "My Issues" tab. The first report shows me my "New" issues, which I work on first. I then move onto my "In Progress" issues to see if there are any actions I need to take on each item by glancing at the latest updates. Next, I review the "In Progress resolved by Project" report, which shows me all of the issues that are active projects being worked on. I take a high-level look at each project to ensure I am clear on the next steps, progress, etc. By the time I'm done with this dashboard, everything should have a "green" status, meaning it's been updated and I'm awaiting something out of my control. I might be awaiting input, approvals, some other process to complete, etc. Team Issues On the "Projects" tab, we have the same reports as the "My Issues", only we shift over to all issues assigned to the team. This way, we have a comprehensive look at what we're all working on. Most days, I have a 30 minute stand up with my co-admins. This is a quick Skype session where we meet for a quick review of outstanding team issues that we need to discuss. If there's nothing to cover, we might demo a solution we're working on, open discussion, or end the call early. All three of us are in different locations. I'm in Tennessee, Karlton in Ohio and Saravanan in Mysore India. Delivery Throughout the day, we all work on what we've been assigned or what we have in flight. I spend more time on research & development, side projects, integrations, community, demos, service management, etc. My team spends most of their time developing/configuring in sandboxes and production. This routine can take 2-4 hours, depending on the volume of requests as well as meetings early in the day. However, after the first round through these dashboards, each cycle gets shorter and shorter as the day progresses. I probably revisit the "Triage" dashboard 8-10 times a day. Between the three of us, the dashboard stays pretty clear and our requesters continue to see quick turnaround. Either requests are quick BAU requests, or they get aligned with a release cycle. Our requests land in one of three queues: 1) Routine/BAU; 2) Net New/Onboard or; 3) Internal. With a formal process in place and dashboards that show everything in flight, we're able to process about 50 new requests a week. Today, we have 30 active requests at the end of the day to keep tabs on. The types of requests vary, but include:
New/Edit Queues
New/Edit Reports/Dashboards
New/Edit Custom Forms
New/Edit Templates
User Configurations
Narayan Raum Workfront CoE Manager & Delivery Lead SunTrust Bank
