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:

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. 

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. 

Use creative asset fields to capture detailed, asset-specific information directly within work requests. This helps your team streamline workflows, improve clarity, and deliver high-quality outputs more efficiently.

This feature is valuable for teams managing complex creative projects to improve organization, distribution, and asset tracking across tasks and campaigns. 

After submission, you can edit the work request to add assets, modify field values, or make changes. All changes are saved automatically.

When creating a task from a work request, the task's Content section shows the creative assets and their associated fields. If using a task template with existing assets in the Content tab, these overwrite work request assets. To preserve work request assets, uncheck the Content option during task creation.

For campaigns, the campaign brief shows creative assets and their fields, ensuring seamless integration into broader workflows.

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. 

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. 

The following users receive email and in-app notifications when these actions occur for 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.

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.

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: 

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.

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.

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

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. 

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

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.

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.

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