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Introduction to Requests

This Chapter describes the Request functionality. Requests in Compiere allow you to track communication between Business Partners, Employees, Sales Reps, basically internal and external Partners.

What is a Request?

A Request in Compiere is information from a specific source (email, phone, etc.), which is recorded in your system and needs to be tracked and followed up by a certain transaction, an offer or a sales order, for example. A Request can be delegated to others.

It can be linked to a Business Partner, Project, Product, Order, Invoice, Payment, etc. If there are problems with a certain Product or Invoice, you link it to a request and follow it up. Requests can be entered directly in the Request Window, via the Web Store or from a Document (Sales Order, Invoice, etc.). If the Request is entered from a Document, it is automatically linked to that Document, Business Partner, etc.

The Workflow

To get an overview of the Request Setup in Compiere, click on Request Setup from the Main Menu.

This Workflow demonstrates how to define a Request.

Check Tenant Setup

Click on the Check Tenant Setup icon in the Workflow to open the Tenant window.

You need to have a mail server and an email address from which the requests and notifications are sent. Use the Request Management area in the Tenant window to enter your values in the SMTP Mail Host and the Request Email fields. Emails for alerts and escalation are sent from this email address. The address must be fully qualified (e.g. joe@company.com) and should be a valid address.

If your email server requires authentication before sending emails, select the SMTP Authorization field. (In this case users are required to define their Email User ID and Email User Password in the User window.)

Check Users

Use the Workflow buttons or double-click on the Check Users icon in the Workflow to open the User window.

Use the User window to ensure that your users have an Email address and a Supervisor assigned. The Supervisor specifies who will be used for forwarding and escalating issues for this user.

Enter an Email User ID. The String of letters and/or numbers before the '@' is the Email User ID in the Mail System. This field needs to be entered if the mail server requires authentication to send emails. Enter the Email User Password of your Email User ID. This field is required if the mail server requires authentication to send emails.

Check Business Partners

Click on the Check Business Partners icon in the Workflow to open the Business Partner window.

You can send emails to Business Partners. Therefore, make sure that all your User/Contacts have valid email addresses. Use the URL field to enter an Internet address for the Business Partner.

Open the Contact tab and enter the Email address in the corresponding field.

This Email address is also used for accessing the Web Store. For this function it is also required that a Password has been defined.

Request Processor

The Request Processor window allows you to define different processes along with the frequency and timing of these Processes.

Click on the Request Processor icon in the Workflow to open the Request Processor window.

Enter a Name for the Request Processor and select the Active check box. Enter a Frequency Type of Day, Hour or Minute. Use the Frequency field to indicate how often the Request is to be processed.

The Alert after Days overdue specifies the number of days overdue after which an email Alert will be sent after. If this field is set to zero, no alert is sent.

The Reminder Days specifies the number of days that must pass between reminder emails being sent. If this field is set to zero, no reminders are sent

The Escalate after Days overdue specifies that the item will be escalated and assigned to the supervisor after the number of days overdue.

The Supervisor specifies the person to be used for forwarding and escalating issues for this user. If no other user is found, the items are assigned to the supervisor.

The Inactivity Alert Days specifies the number of days of inactivity after which an email Alert will be sent after. If this field is set to zero, no alert is sent.

The Days to keep Log specifies the number of days the Request log will be saved.

In the Status area, the Date last run displays the date the process was run the last time. The Date next run displays the date the process will run the next time.

Use the Routing tab to define the sequence of keywords and to whom the web and mail requests should be routed to.

The Request Type is used for processing and categorizing requests. Options are Account Inquiry, Warranty Issue, etc. You can define Request Types in the Request Type window in Requests > Request Setup > Request Type.

Enter a Keyword. The case insensitive keyword is used for matching. If there are two words, both words must exist.

Select a User/Contact to meet the Routing Criteria.

Use the Log tab to view entries made by the Request Processor.

Toggle to the single record view to review an entry.

This information is system maintained and specifies the actions of the request Processor.

Request Type

Request Types provide a classification of Requests. Request Types along with Keywords can be used to route Request to a specific user. They also determine when email notifications are sent and to whom.

Click on the Request Type icon in the Workflow to open the Request Type window.


 
Enter a Name for this Request Type. This Name will appear for selection by the user when entering a request in the Request Window or on the Web.

You may also enter a Description.

Select the Default check box if you want this Request Type to be used as the default value for new Requests.

Select the Self Service check box if this Request Type may be selected by Web users.

Select the 'Email When Due' check box if you want an Email to be sent when a Request is Due. The Due date is based on the value in the Date Next Action field on a Request.

Enter a Due Date Tolerance to indicate the number days after the Request is due to be classified as Overdue.

Select the Email when Overdue check box if you want an Email to be sent when a Request is Overdue.

Enter an Auto Due Date Days to indicate the number of days after the last action of a Request when the next action is due. This is only used if the Due Date is not defined.

The Invoiced check box is used to indicate that invoices may be generated for requests of this type.

Select a Confidentiality level of Public Information, Customer Confidential, or Internal. A value of Public indicates that any user can see Requests of this Type. A value of Customer Confidential indicates that only the customer who entered the Request can see Requests of this Type and a value of Internal indicates that only Internal Compiere users can see Requests of this Type.

Select the Confidential Info check box if Web users who enter a Request of this Type may mark their information as confidential.

The Create Change Request check box is not used at this time.

Select the Update Notification tab to define the Users who should receive notification when Requests of this Type are entered or updated.

Select the User/Contact who should receive notifications.

Select the Active check box if this Notification is Active.

The Self Service check box indicates that this Request Type may be selected by a user entering a request from the Self Service Web Store.

Request Group

Request Groups provide a method of associating Request for reporting and updates.

Click on the Request Group icon in the Workflow to open the Request Group window.

Enter a Name and a Description for this Request Group.

You can enter any Comment/Help as desired

Select the Active check box to indicate that this Request Group is Active.

The Change Notice and BOM field in not used at this time.

Click on the Request Updates tab to define the users who will receive updates for Requests in this Group.

Select the User/Contact who should receive updates.

Select the Active check box if this Request Update is Active.

The Self Service check box indicates that this Request Group may be selected by a user entering a request from the Self Service Web Store.

Note: As you can enter Users for updates and notifications in multiple records (e.g. Request Type, Request Group), Compiere will only send out the update once per Request.

Request Category

The Request Category provides a method of associating Request for reporting and updates.

Click on the Request Category icon in the Workflow to open the Request Group window.

Enter a Name for this Request Category.

Enter a Description and Comment/Help if desired.

Select the Active check box to indicate that this Request Category is Active.

The Product field is used if Invoices are generated from a Request of this Category, and no product is defined on the Request.

Select the Update Notification tab to define the Users who should receive notification when Requests of this Type are entered or updated.

Select the User/Contact who should receive notifications.

Select the Active check box if this Notification is Active.

The Self Service check box indicates that this Request Category may be selected by a user entering a request from the Self Service Web Store.

Request Resolution

The Request Resolution defines the Resolutions that may be selected in a Request.

Click on the Request Resolution icon in the Workflow to open the Request Resolution window.

Enter a Name for this Request Resolution. This will be used to populate the Resolution drop down list box in the Request

Enter a Description and Comment/Help if desired.

Select the Active check box to indicate this Request Resolution is Active.

Request Status

The Request Status defines the available statuses for a Request.

Click on the Request Status icon in the Workflow to open the Request Status window.


 
Enter a Name for this Request Status. This will be used to populate the Status drop down list box in the Request.

Enter a Description and Comment/Help if desired.

Select the Active check box to indicate this Request Resolution is Active.

Select the Default check box if you want this Status to be used as the default value for new Requests.

Select the Web Can Update check box if users on the Web can set a Request to this Status.

Select an Update Status if you want Compiere to automatically update the Status of a Request when it is updated via the Web.

Enter a Timeout in Days to indicate the number of days of inactivity of a Request after which it will be updated to the Next Status. If no Next Status is defined, the Status remains unchanged.

Select the Open Status check box if this Status represents a Request that may be updated.

Alternatively, select the Closed Status check box if this Status represents a Request that cannot be updated (unless it is reopened via a process)

If the Closed Status check box is selected, the Final Close check box is displayed. Select this check box if a Request in this Status may not be re-opened.

Note: You must have a Status of Final Close to permanently close any request.

Request Standard Response

The Request Standard Response allows you to pre-define Responses to be used in a Request.

Click on the Request Standard Response icon in the Workflow to open the Request Standard Response window.

Enter a Name for this Standard Response. This will be used to populate the Standard Response drop down list box in the Request.

Select the Active check box to indicate this Response is Active.

Enter the Response Text. This it the text that will automatically added to the Request.

Request

The Request window is used to define a request and track any request assigned to you. Requests can also be created and updated in the Web Store or directly from a Document.

Click on the Request icon in the Workflow to open the Request window.


 
The Request tab defines any Request submitted by a Business Partner or User. The Request Type displays the Request type selected by the submitter. The Text Summary for this Request allows free form text entry of a recap of this request. These fields are mandatory.

The Due Type indicates if this Request is Due, Overdue or Scheduled.

The Category and Group can be selected to further qualify this Request.

The Related Request field allows you to refer to an existing request, if relevant.

Select a Status from the list of valid Statuses defined earlier. Any Request entered on the Web will have use the Status defined as default.

The Resolution is generally selected once a Request has been closed. Select a value from the drop down list previously defined.

The Priority indicates the importance of this Request. Select a value of Urgent, High, Medium, Low or Minor.

The User Importance indicates the importance of this Request from the perspective of the User who entered it. Select a value of Urgent, High, Medium, Low or Minor.

The Confidentiality field indicates if this Request can be viewed by other. By default, a User can see requests they entered and those that are assigned to them. The Confidentiality field allows you to indicate if this Request is Public Information, Customer Confidential or Internal. When a Request is updated on the Web, the User can indicate if it is confidential. This value will also default based on the Request Type selected.

The Escalated check box indicates that this request has been escalated or raised in importance.

The Invoiced check box indicates if an Invoice has been generated for this Request.

In the Action area you find the following fields.

The Sales Representative indicates User assigned to this Request. You can also select a Role. In that case any User in that Role would be assigned to this Request.

The Date next action is next scheduled Date for an action to occur for this request.

The Entry Confidentiality field allows you to set a different Confidentiality level for this specific action than the Confidentiality level defined for the Request.

The Standard Response field allows you to select a previously defined response for this Action. When selected, the Response is displayed in the Results field where you can add or modify the text.

The Mail Template allows you to select a predefined template to be used for the Email being sent (if applicable).

In the Results field enter any information that you want to be sent to those receiving notifications or emails.

Select an Activity if appropriate.

You can enter Quantity Used, Product and Invoiced Quantity for reference purposes. In future releases, you will be able to generate and Invoice from a Request.

The Reference area is used to associate a request with an existing document, record. Any or al of these fields may be populated. The area is comprised of the following fields.

The Business Partner is the person with whom you transact. This can include Vendor, Customer, Employee or Salesperson. The User/Contact is the contact name of a person associated with this Business Partner.

The Project ID is a user defined identifier for a Project associated with this request. The Asset ID is a unique identifier of an Asset. The Sales Order ID is a unique identifier of a Sales Order. It would be used if this request was associated with a specific Sales Order. The Invoice ID identifies an Invoice Document. The Product field identifies an item which is either purchased or sold in this organization.

The Payment is a unique identifier of a payment. The Shipment/Receipt is a unique identifier of a Shipment or Receipt Document.

The RMA field is not used at this time.

The Request Amount indicates any amount that is associated with this request. For example, a warranty amount or refund amount. The Campaign defines a unique marketing program which is associated with the request. Projects can be associated with a pre defined Marketing Campaign.

Many of these fields may be automatically populated if the Request is created directly from a Document. For example, if you create a Request from a Sales Order, the Business Partner, User/Contact, Order, Project and Campaign will be populated with the values, if present, in the Document. Additionally you can see any Requests associated with a specific document, by selecting the Request button on the tool bar for the desired document.

For additional information on Sales Documents, refer to the Sales Chapter.

The History area displays the following fields.

The Date Last Action indicates the last time an action occurred for this request. The Last Alert indicates the last time an alert was issued for this Request. The Last Result is the result of the last contact made. The Created field shows the date this request was created. The 'Created by User' is the User who created this request. The Updated field shows the date that this request was updated. The Updated By field displays the user who updated this request. These fields are all maintained by the System.

The Start Date is updated when Request is added, but can be modified. The End Date is updated when the Request is closed, but can be modified.

The Request Invoice and Processed fields are system maintained and indicate that the Invoice was created from a Request and when it was processed.

Requests are automatically processed when you 'Save' the record.

The Updates tab displays any actions which have been taken which updated a Request. The fields in this window correspond to the fields in the Request tab and display the historical data for your updates.

Select the update you are looking for and click the data/grid toggle button on the tool bar to change to single record view.

In this example, the Update indicates that a file was attached to the Request. In this Window you can modify the Entry Confidentiality field.

You may also update the Quantity Used, Invoiced Quantity and Product Used. As mentioned previously, at this time these fields are for reference only.

The History tab displays changes of a Request. The data displayed represents the old (changed from) values. The new data is in the Request.

In this example, we see that the Order field was updated from a Null value to a selected value (which now appears in the Request).

The Update Notification tab indicates those who will receive updates for this specific request. 

In this tab you may enter any User/Contact who should received notifications when this Request is updated.

This is in addition to the current User(s) assigned to the Request, the User who entered the Requests and any Users that should be notified of updates to this Request based on the Request Type, Request Category or Request Group. If the same User is indicated multiple times, they will receive only a single notification.

The Update Recipients tab displays the Users who will receive notifications when this Request is updated.

This tab is read only.

Managing Requests

Once Requests have been entered you can see those requests that are assigned to you and require some action (are not closed), by selecting the Request button at the bottom of the Menu. This button also indicates that number of Active Requests.

In this example, we see that GardenAdmin (that is the User who is currently logged into Compiere), has 3 requests assigned. Simply click on the button to see these 3 requests.

This Window is the same as the Request (all) window described earlier. The difference is that the records displayed are restricted to just those requests assigned to or entered by the logged in User.

Requests and Documents

As mentioned previously, Requests may also be entered directly from a Document (Order, Invoice, Shipment, etc.). This is accomplished by selecting the Request Button on the tool bar for the desired document.

The Tool Bar button will list any existing requests linked to this document.  If it has a single selection, 'Create New Record' it means there are no active Requests are defined reference this Invoice.

When you click on Create New Record the Request Window is displayed.

The fields on this Window was discussed previously. Because this Request was created from the Invoice Document, the Business Partner and Invoice fields are populated.

Note: Campaign and Project are not populated as they were not populated in the Invoice window.

Enter or select values for the required fields and any optional fields as desired. Save the record.

Now when you select the Request button on the tool bar for the same Invoice you will see that you have a choice to either open the existing request(s) or to enter a new one.

If an active Request is linked to a specific document it can be viewed directly from the document regardless of if it was entered in the Request Window, from the Web or directly from the Document. This makes it easy to track any existing requests that are defined.

This functionality works the same for Requests entered from Orders, Shipments, Receipts, Invoices, Payments or Assets. In each instance the appropriate reference field or fields are updated.

You can also view any active Requests for a Business Partner, from the Business Partner window by selecting the Request button on the Tool Bar.

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