Work requests

A work request for the Optimizely Content Marketing Platform (CMP) simplifies handling ad hoc marketing requests from departments like Sales, Product, Customer Success, and HR.

Admins can create customized form templates for requestors to submit work requests. For organizations with single sign-on (SSO), their users can log in using their organization email to submit and access work requests.

You can create rules for the following:

• Route requests to specific individuals or teams.
• Triage requests (accept, decline, delete, assign ownership and priority levels, and so on).
• Maintain communication between users, requesters, and assignees on specific requests using built-in threaded comments.

Create tasks, campaigns, or events directly from the submitted request. Requestors can follow the progress made by their user panel. 

Click Requests to view work requests in a table format. You can click Columns to choose the information you want to see. Related Activities displays by default and shows the number of activities related to the work request. 

Create templates for work requests

Admins can create specific work request templates from which requestors can select to make work requests. You can use templates to outline data points that specific work requests need. See Manage form templates to create templates. 

Set routing rules for intelligent routing

Intelligent routing automatically alerts the relevant individual or team for incoming work requests. The team members for whom the routing rules match can see the work requests on their CMP home page. 

1. Go to your avatar > Routing Rules.
2. Click Create Routing Rule.
3. Fill in the mandatory fields marked with an asterisk (*).
4. Set the routing rule as Active or Inactive. Inactive routing rules do not send automatic notifications to recipients.
5. Add a description for the routing rule.
6. Choose the rule logic you want to apply to this routing rule. Add as many rules as needed.
   • Equal to – An AND operator to trigger a notification for the recipients only when the selected values match.
   • Not equal to – An AND operator to trigger a notification for the recipients if there are no selected values.
   • Any of – An OR operator to route requests if the selected values match. 
7. Add the Notification Recipients for this routing rule.
8. Set the Priority level (Low, Medium, or High). 
9. Click Save.
10. Click More (...) to edit, delete, or duplicate existing routing rules.

Default assignee routing rule

Admins can set up default assignees for work requests on the instance level. For example, if a submitted work request falls outside the active routing rules, the default assignees are assigned to it and receive notifications. 

1. Go to your avatar > Routing Rules.
2. Click Default Assignee Rule.
3. Click the Notification Recipient field and select the people or teams to be assigned.

   

4. Set the Priority level (Low, Medium, or High).
5. Click Save.

Submit work requests

1. Go to Requests > Work Requests.
2. Click Add Request.
3. Select a Request Type from the saved templates.

   

4. Fill in the form. Scroll down to complete the fields if other sections are in the form.

   

5. Click Submit Request when done.

Email and in-app notifications

The following users receive email and in-app notifications when these actions occur for a work request:

• Assignees
  • When assigned a request.
  • When a request is unattended for 24 hours after creation.
  • 48 hours before the Deliverable Due Date or End Date of the request.
  • 24 hours before the Deliverable Due Date or End Date of the request.
  • When a request is overdue and not completed.
  • When a request starts an activity.
  • When someone adds a comment.
  • When the status changes.
• Requestors
  • When someone adds a comment.
  • When the status changes.
  • When their request was created.
• Watchers
  • When someone adds a comment.
  • When the status changes.
  • When added to a request.
• Users
  • When mentioned in a comment.

Accept or decline a work request

After submitting a work request, the assignee can Accept or Decline a work request. They can also click More (...) to Copy, Edit, Export as PDF, Archive, or Delete the work request, or expand the view to comment on the work request or mention users to share insights.

Related activities

Click Start and select a Campaign, Event, Pitch Request, Task, or Hypothesis to create related activities. 

The Related tab within a work request displays tasks, campaigns, pitches, or events started from the work request.

Click Link To to connect existing tasks and campaigns separately.

Auto-complete work requests

CMP automatically marks work requests as Complete when all linked tasks are completed. However, if you undo completion for one of the tasks, the work request does not change status. 

Admins can set up autocomplete work requests from settings: 

1. Go to your avatar > Organization.
2. Select Auto-complete Work Request.
   

The user who submits the work request receives a notification when someone completes the work request. 

When a work request is completed, you cannot start or link CMP objects to it.

View approved assets

When you start a task from a work request and complete it, the Approved Assets tab stores the licensed or original article of the completed task as an asset. If you create and complete a campaign task related to the work request, the licensed or original article also displays as an approved asset. Select one or more assets and click Download to download them.

View history

In the History tab, CMP records all actions from the work request, from its creation to completion. 

Mark complete and un-complete

When everyone completes the activities associated with the work request, click Mark Complete. When you complete it, Completed displays on the request. Click Un-complete to undo the completion if you want to make further changes. 

Work request permission model

The following table shows the permission model for work requests according to the user role and their relationship to the work request. 

Questions and answers

Does a requestor need a CMP login credential?

A requestor must be a CMP user with login credentials or be part of an organization with SAML-based single sign-on (SSO) integrated with their account. They can then access work requests using an SSO login. See Use single sign-on with SAML.

Who receives the work request?

When you submit a request, intelligent routing (when configured) sends email notifications to specific users or teams based on the routing rules that correspond to the request.

How can the requestor stay updated on the status?

Requestors receive an email notification when a request is submitted and when someone progresses on the various steps of the request.