Work requests

A work request for Optimizely Content Marketing Platform (CMP) streamlines the management of ad hoc marketing requests from other departments within the organization (such as Sales, Product, Customer Success, HR, and so on). 

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

You can create rules to:

• 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. 

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. Toggle the routing rule, 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 works as an AND operator to trigger a notification for the recipients only when the selected values match.
   • Not equal to also works as an AND operator to trigger a notification for the recipients if it does not contain any selected values.
   • Any of works as an OR operator to route requests if the selected values match. 
7. Add the Notification Recipients for this routing rule.
8. Click Save.
9. 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 groups to be assigned.

   

4. Click Save.

Submit work requests

1. Go to Requests > Work Requests.
2. Click Add Request. A one-page form displays. 
3. Select a Request Type from several saved Work Request templates.

   

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

   

Click Share Request URL to copy the template link to share with users with CMP login credentials within the organization.

Click Export to export the requests in CSV or PDF format.

Email and in-app notifications

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

• Assignees assigned a request
• Assignees, when a request is unattended for 24 hours after creation
• Assignees, 48 hours before the Deliverable Due Date or End Date of the request
• Assignees, 24 hours before the Deliverable Due Date or End Date of the request
• Assignees, when a request is overdue and not completed
• Assignees, when a request starts an activity
• Assignees, Requesters, and Watchers, when someone adds a comment
• Assignees, Requesters, and Watchers, when there is a status change
• Requesters whose request was created
• Users mentioned in a comment
• Watchers added to a request

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 Edit, Export as PDF, Archive, or Delete the work request; or expand the view of the work request to comment on the work request or mention users to share insights.

Related activities

Click Start and select a campaign, event, pitch request, or task 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.

After completing the task you started from a work request or completing the task you linked to a work request, the work request automatically gets marked as Completed. The request submitter receives a notification after someone completes the request. Admins can set up autocomplete work requests from settings: 

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

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. 

Click on a Related Activities number to view specific tasks related to that work request in the Work Request panel.

Auto-complete work requests

Work requests are automatically marked as Completed when a task that started from or was linked to them is completed. The user who submits the work request receives a notification when someone completes the work request. 

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 to download them from the Approved Assets tab.

View history

In the History tab, CMP records actions taken in 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 makes progress on the various steps of the request.