Lucity Request Generator

1. Have your IT department create an email address to receive request emails.
   • You may setup several if you have different departments receiving request emails.
2. On the machine on which Lucity Services are installed, go to Start Menu > All Programs > Lucity Services > Lucity Request Generator Setup.
3. Select the Client that is to be configured and log in. The following pop-up appears:

   

4. Configure the email server from which the Generator will retrieve emails.
   1. In the Server Address field, enter the email server's name.
   2. In the Port Number field, enter the port through which the Request Generator will access the email server.
   3. Mark whether the Generator should use SSL to access the email server.

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

      Note: These settings are reflected in the Lucity Administration Tool, under System > Settings > Settings with Custom Interface tab.

5. Configure the email addresses that will generate Requests.
   1. Click the Add button. The following pop-up appears:

      

   2. Click Change Credentials. This allows you to edit the Email Address and Password fields for this session.
   3. Enter an Email Address and Password for the email address that will receive Request emails from clients.
      • You can use the Show Password feature to display the password for this session.
   4. If desired, provide the Default Problem Code. Then, all Requests generated from this email address will automatically be assigned the associated Problem.
   5. Click Test to make sure the Generator can connect to the email account.
   6. Click Save.
6. Configure additional email addresses as desired.
7. When finished, click Save.

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:

	Request Generator allows replies to response email	When enabled, allows requesters to respond to the email they receive in reply to their Request email; responses are then added to the original Request. If this setting is disabled, a response generates a new Request.
	Request Generator reply email body	The body of the response email automatically sent to requesters when they update a Request by replying to the original email.
	Request Generator reply email subject	The subject of the response email automatically sent to requesters when they update a Request by replying to the original email.
	Request Generator reply to be sent when Request not found	A response automatically sent to the customer when they send an email in reference to a Request that doesn't exist.
	Request Generator response email subject	The subject of the response email automatically sent to requesters when they submit an email that generates a new Request.
	Request Generator response email text	The body of the response email automatically sent to requesters when they submit an email that generates a new Request.

Types of Emails and Distribution Specs

• Request Response emails are sent automatically when the Request is created.
• Customer Thank-you emails configured in the Notification and Work Options modules 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 of the message. Brackets [ ] must surround the field name, and brackets cannot be used anywhere else in the subject or body of the email.
• The system will automatically attach all responses from the client to an existing request if the Request Number is in the subject of their response email. This allows the system to recognize that the new email is for an existing Request. Therefore, Lucity highly suggests administrators insert the Request Number into subject of the automatic email that is sent in reply to the client.

Examples

• 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 use email to submit Requests to the system, as well. If a user's email address is configured in their Security record, the Request will auto-complete the user's first and last name.