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 from 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 that have 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 from their own 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 sends notifications to 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 all 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 any of the selected values match. 
7. Add the Notification Recipients for this routing rule.
8. Click Save.
9. Click ... 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 the work request 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 a number of saved Work Request templates.

   

4. Fill in the form. If there are other sections in the form, scroll down to complete the fields.

   

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

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

List of email and in-app notifications

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

• Requesters whose request was created
• Assignees assigned a request
• Users mentioned in comments
• Requesters, watchers, and assignees when a new comment is added
• Requesters, watchers, and assignees when there is a status change
• Watchers added to a request
• Assignees when a request is unattended for 24 hours after creation
• Assignees 48 hours prior to the Deliverable Due Date or End Date of the request
• Assignees 24 hours prior to the Deliverable Due Date or End Date of the request
• Assignees when a request is overdue and not completed
• Assignees when an activity is started from 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 ... 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.

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 that relate to the work request. 

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

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 task within the campaign that relates 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

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

Mark complete and un-complete

When all the activities associated with the work request are done, 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 needs to be a CMP user with login credentials, or part of an organization that has 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 also as progress is made on the various steps of the request.