Run an internal request queue

Organize an internal request queue in a Node Cluster BAU project. Give incoming work an owner, a status and a visible next step.

Use one BAU project for an ongoing internal workstream, such as operational requests or routine IT coordination. This tutorial uses manually captured tasks; it does not assume a built-in ticket portal, automatic email intake, or SLA engine.

Before you start: select the department that owns the queue and confirm who may read the requests. Keep sensitive requests in appropriately restricted projects.

1. Establish the queue

Create Internal requests in Company Operations or IT & Systems. Select BAU and describe the purpose, the team responsible, and the information a request should contain.

Add All Tasks and the supported Board view as needed. Use project Notes for a short operating guide: what belongs here, who reviews new work, and how urgent issues are handled by your company.

2. Capture requests consistently

Create a task with a specific title such as Prepare access for the new delivery coordinator. In the description record the requested outcome, context, desired date, and the person who can answer questions. Attach or link only the material needed to act.

Begin in Open. A coordinator can assign the request after checking its scope, or contributors can claim work if the policy allows it. Unassigned work should remain visible in the team’s review.

3. Choose the assignment policy

Use Open when the team allocates work collaboratively. Use Self or manager when contributors should claim work themselves and managers assign other people. In the latter policy, writers can edit task attributes when assigned but cannot allocate work to someone else.

Have an ordinary contributor test the policy. The ability to add a progress note does not necessarily mean they can change all task attributes.

4. Process the queue

Move a request to In progress when work starts. If the team needs information or a decision, mark it Blocked and record the exact next action. Mark it Done when the requested outcome is delivered.

Use priority to help discuss sequence, and dates to record commitments. The workflow still depends on the team’s operating agreement; a date alone does not promise an automated escalation or service-level policy.

5. Review open and ageing work

Use Overview in Team mode and include unassigned work. Inspect overdue items and blockers, then agree what will start next. Open All Tasks to make the resulting updates.

Use a cancellation action only when work should no longer proceed, and understand its effect on editing. Keep permanent deletion for cases where the task truly should be removed.

You are finished when: every active request has either a responsible person or an explicit triage decision, and a colleague can understand a blocker from the recorded note.