Lucity Request Generator

1. On the machine the services are installed on go to the Start Menu > All Programs > Lucity Services > Lucity Request Generator Setup.
2. Select the Client that is to be configured and login. The following pop-up will appear:

   

3. Configure the Email Server that the Generator will retrieve emails from.
   • In the Server Address field fill out the email server's name.
   • In the Port Number field fill out the port that the request generator will access the email server through.
   • Mark whether the generator should use SSL to access the email server.

     Note: If using SSL you must install the self-signed certificate for the mail server on the server where the services are being run. That certificate must be installed to the Trusted Root Certification Authorities store.

   • Click Save.

     Note: These settings are reflected in the Administration tool under System > Settings > Settings with custom interface tab.

4. Configure email addresses that will generate requests.
   • Click the Add button. The following pop-up will appear:

     

   • Fill in a User Name and Password. This is the email that receive request emails from clients.
   • If desired fill in the Default Problem Code. All requests from this email address will automatically be assigned the associated Problem.
   • Click Test to make sure the generator can connect to the email account.
   • Click Save.
   • Configure more email addresses as desired.
5. When complete click Exit.
6. Run the configuration for each additional client.

1. Open the Lucity Administration tool.
2. Go to the System > Settings > Email tab.
3. Fill out the following settings as desired.

What Emails are sent out

• Request Response emails are sent out automatically when the request is created.
• Customer Thank-you emails configured in the Notification Module and Work Options are sent out when the request is created.

Notes on Request Response Emails

• Use [RQ_NUMBER] to automatically insert the Request Number into the Subject or Body. The brackets [ ] must be put around the field name and brackets cannot be used anywhere else in the subject or body of the email.
• The Request Number must be in the subject of a client's response email for the system to recognize that the email is for an existing request. Therefore, it is suggested that it be inserted into the response email sent to the client.

Example

• Request number [RQ_NUMBER] has been created from the e-mail you sent
• Request number [RQ_NUMBER] was created from this e-mail. Thank you for your request. We will look into the issue as soon as possible.

Note on Internal Requests

Internal users can email requests into the system too. If their email address is configured on their security record the request will automatically be filled out with their first and last name.