Customizing the Citizen Request Email

Citizen Portal automatically sends a preformatted email to users to thank them for their Request. The message summarizes the content of the request, thanks the customer for their submission, and provides a link that allows the customer to view the current status of the request.

Lucity provides the file (citizenmail.html) that serves as the template for this message. It can be customized if desired.

The default citizenmail.html file renders as:

How To Alter the citizenmail.html

1. To alter this HTML file, type the following four phrases, exactly as they appear below. (The locations of these phrases are identified in red in the image below.)

   %CitizenRequestEmailHeader%

   %number%

   %properties%

   %CitizenRequestEmailFooter%

2. Place these four phrases in any order, at any location in the HTML file. The Lucity code will then substitute those phrases as it generates the email with the following data:
   • For the %CitizenRequestEmailHeader%, it uses the data from the System Settings> Email tab (the first line of the email body sent to citizens).
   • For the %number%, it uses the automatically generated Lucity Request number.
   • For the %properties%, it supplies the fields included on the Request Submittal Form. These fields are customized when creating the Form.
   • For the %CitizenRequestEmailFooter%, it uses the data from the System Settings> Email tab (the last line of the email body sent to citizens).

Note: Lucity also sends a text version of the email that is not as customizable. The only way that it can be customized is to remove the link to 'view the status of your request.' This is controlled by an option in the Lucity Web > Settings > System Settings > Citizen: Citizen Email - Include link to request lookup option.