Work requests

  • Updated

A work request streamlines the management of ad-hoc marketing requests received from other departments within the organization (such as from Sales, Product, Customer Success, HR and so on). 

You can create customized request forms and publish them for requestors — users belonging to organizations that have their single sign-on (SSO) setup with Welcome can login via their organization emails to submit and access work requests.

You can create rules to route requests to specific individuals or teams, triage requests accordingly (accept, decline, delete, assign ownership and priority levels, and so on), and maintain communication between users, requesters, and assignees on specific requests using built-in threaded comments. Finally, you can create tasks/campaigns/events directly from the submitted request, while requestors can follow the progress from their own user panel. 

Create templates for request forms

Users can create multiple customized form templates from the “My Settings” page. You can follow the steps below for creating a template. 

  1. Go to your avatar > Templates > Forms.
  2. Click Create Template.
  3. In the template creation form, fill the mandatory fields marked with an asterisk (*). You can select where the form will be used.  You can choose if you want to keep the form active/inactive. You can add multiple Fields to your form template if required and can choose to make them mandatory/optional.

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  4. Click Save Template. You can also click Preview.
  5. You can copy, edit, delete existing work request templates using the context menu.

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  6. You can filter templates by where it is used in and by their status.

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Set routing rules for intelligent routing

  1. Go to your avatar > Routing Rules.
  2. Click Create Routing Rule.
  3. You can edit/delete/copy existing routing rules using the context menu.

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    • Fill out the mandatory fields marked with an asterisk (*).
    • Choose if you want to keep the form active/inactive.
    • Add description for the routing rules.
    • Choose the set of rules you want to apply for this particular routing rule.
      • Equal to works as an AND operator to trigger a notification for the recipients only when all of the values selected match.
      • Not equal to also works as an AND operator to trigger a notification or the recipients if it does not contain all of and only the selected values.
      • Any of works as an OR operator, routing requests based on any one of the values selected for that Field.
    • Add multiple rules if required.
    • Add the recipients of notifications.
    • Click Save.

Default assignee routing rule

You can set up default assignees for work requests on the instance level. If a submitted work request falls outside the active routing rules, for instance, default assignees will be notified and assigned to the work request. 

Admins can set up default assignees for an instance from the routing rules settings page.

  1. Go to your avatar > Routing Rules.
  2. Click and routing rule or Default Assignee Rule.

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  3. Click the Notification Recipient field and select the people or groups you want.

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Submit work requests

  1. Go to Requests view > Work Requests.
  2. Click Add Request.
  3. Select a Request Type.

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  4. Fill in the form.

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Click Share Request URL to copy the link of the template to be shared across the organization which can be accessed by users who have Content Marketing Platform (CMP) login credentials.

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

List of email and in-app notifications

The following table shows a list of Email and In-app notifications users get for particular actions.

Notification Alerts Email In-app
Notification to requester upon creation of request Y Y
Notification to assignees upon assignment of a request. Y Y
Notification to user upon @ mention in comments. Y Y
Notification to requester, watchers and assignees upon addition of any new comment. Y Y
Notification to requester, watchers & assignees upon status change of the request. Y Y
Notification to watchers when they are added to a request. Y Y
Notification to the assignees when a request is left unattended for 24 hours after creation. Y Y
Notification to assignees 48 hours prior to the Deliverable Due Date our End Date of the request. Y Y
Notification to assignees 24 hours prior to the Deliverable Due Date our End Date of the request. Y Y
Notification to assignees if a request is overdue and not completed. Y Y
Notification to assignees if an activity is started from a request. Y Y

Accept or decline a work request

After submitting a work request, the assignee can Accept/Decline a work request. The option menu (...) lets you Edit, Export as PDF, Archive or Delete the work request. You can also expand the view of the work request. You also can share insights regarding the work request through comments, and you can @mention users.

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Related activities

Click Start and select a campaign, event, pitch request or task; any tasks, campaigns, pitches or events started from the work request display in the Related Activities tab. Click Link To to link tasks and campaigns separately.

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View approved assets

When you start a task from a work request and complete it, the Approved Asset tab stores the licensed or original article of the completed task as an asset. Also, if you create and complete a task under the campaign that is related to the work request, the licensed and original article will also appear as an approved asset. You also can download an individual or multiple assets from there. Download is enabled when you select the asset. 

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View history

Actions taken in the work request from its creation to completion are recorded in the History section. 

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Mark complete and Un-complete

When all the activities associated with the work request are done, click Mark Complete. As soon as you complete it, the Completed badge will appear on the request. Click Un-complete to undo the completion. 

Assignees, priority, and watcher

You can add/remove assignees to the work requests, share them with more users and view the priority level of it. 

Work request permission model

The following table shows the permission model in the work request according to the user role. 

  Admin Approver Contributor Member Requester
Add Request Y Y Y Y Y
Share Request URL Y Y Y Y Y
View / Comment All Created
Watching
Created
Watching
Created
Assigned
Watching
Created
Watching
Edit All
(for Submitted status)
Created
(for Submitted status)
Created
(for Submitted status)
Created
Assigned
(for Submitted status)
Created
(for Submitted status)
Archive All
(for Submitted status)
Created
(for Submitted status)
Created
(for Submitted status)
Created
Assigned
(for Submitted status)
Created
(for Submitted status)
Delete All
(if no related activities)
Created
(for Submitted status)
Created
(for Submitted status)
Created
(for Submitted status)
Created
(for Submitted status)
Set Priority If can Edit
(until completed)
If can Edit
(until completed)
If can Edit
(until completed)
If can Edit
(until completed)
If can Edit
(until completed)
Add/Remove Assignee Y N N Y N
Assignable User Y N N Y N
Add/Remove Watcher Y Y Y Y Y
Accept/Unaccept All N N Assigned
(if not creator)
N
Decline/Un-decline All N N Assigned
(if not creator)
N
Mark Complete/Un-complete All N N Assigned
(if not creator)
N
Start Campaign/Event/Pitch/Task All
(for Accepted status)
N N Assigned
(if not creator)
(for Accepted status)
N
Link To All
(for Accepted status)
N N Assigned
(if not creator)
(for Accepted status)
N
Share Y N N N N

Answer FAQs

Does a requestor need to a CMP log-in credential?

A requestor needs to be a CMP user with log-in credentials, or if their organization has SAML-based single sign-on (SSO) integrated for their account they can also access work requests via SSO login. See Use single sign-on with SAML.

Who receives the work request?

When a request is submitted, intelligent routing sends email notifications to specific users or teams based on the routing rules corresponding to the request.

How can the requestor stay up-to-date on the status?

Requesters are notified via email upon submission of the request and also on various steps along the progress of the request.