Lucity Request Generator

Use the POP3 Tab of the Lucity Email Setup (Lucity Email Setup, http://help.lucity.com/webhelp/v145/services/#33990.htm) to configure the server and email addresses that the request generator will use to collect emails.

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

	Request Generator allows replies to response email	Enable this to allow requesters to respond to the email they get in reply to their request email. If this is enabled the responses are added to the original request. If this is disabled the responses generate new requests.
	Request Generator reply email body	The body of the automatic response email sent to requesters when they update a request by replying to the original email.
	Request Generator reply email subject	The subject of the automatic response email sent to requesters when they update a request by replying to the original email.
	Request Generator reply to be sent when Request not found	An automatic response sent to the customer when they sent an email in reference to a request that doesn't exist.
	Request Generator response email subject	The subject of the automatic response email sent to requesters when they send in an email that generates a new request.
	Request Generator response email text	The body of the automatic response email sent to requesters when they send in an email that generates a new request.

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.