Request Generator Setup

The Lucity Request Generator converts emails received by specified email addresses into Requests in the Lucity system.

IMPORTANT: Make sure the POP3 inbox is completely empty before you configure the Request Generator. Otherwise the Request Generator will process every email in the configured POP3 inbox and create requests for each one. Most systems also have automated customer emails sent when requests are created so this process could also then be triggered, causing large numbers of emails to go out.

Open Lucity Web.
Go to the Admin Portal > Settings > System Settings > Email.
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 Email you sent.
Request Number [RQ_NUMBER] was created from this Email. 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.

The following are system settings that affect how the Request Generator functions.

All processing performed by this service is logged into a table in the GBAWork database called WKREQEMAIL. This table can be used to troubleshoot issues related to the Request Generator service.

Note: HTML included in the email is discarded and not included in the Request.

Note: Emails that can't be turned into requests are not deleted from the POP3 inbox.

Request Generator adds a link to the request in the response email *	The Request Generator adds a link to the request in the reponse email.	App Admin
Request Generator allows attachments *	Controls whether requesters can use attachments to the message they send. If this option is enabled, the attachments are added to the original Request's document list. A maximum of 10 attachments are allowed, and attachments are only added to the request if it meets the size limitations for uploads.	App Admin
Request Generator allows replies to response email *	Controls whether requesters can respond to the automatic message they receive in reply to their original Request. If this option is enabled, the responses are added to the original Request. If this option is disabled, responses generate new Requests.	App Admin
Request Generator reply email body *	Establishes the body of the email that is automatically sent to requesters when they update a Request by replying to the original email.	App Admin
Request Generator reply email subject *	Controls the subject of the email automatically sent to requesters when they update a Request by replying to the original email.	App Admin
Request Generator reply to be sent when Request not found *	Outlines the automatic response sent to customers who send an email in reference to a Request that doesn't exist.	App Admin
Request Generator response email subject *	Controls the subject of the email that is automatically sent to requesters when they send an email that generates a new Request.	App Admin
Request Generator response email text *	Establishes the body of the email automatically sent to requesters when they send an email that generates a new Request.	App Admin