How the Request Window works in iDempiere

Introduction

The Request window in iDempiere is where staff record and manage service requests, customer complaints, and internal follow-up tasks. Every request captures who raised it, what it concerns, and who is responsible for resolving it.

This window is used daily by support teams, sales representatives, and customer service staff to log issues and track them until closure. It is commonly linked to a Business Partner, Order, Invoice, or Product when a request relates to a specific transaction.

Because each request carries a status, priority, and due date, it directly affects service reporting, workload tracking, and escalation. Unresolved or overdue requests are easy to identify, helping teams respond to customers on time.

Process Flow Diagram

Business Rules

• A request must have a Request Type, Priority, and Summary before it can be saved.
• A new request is set to Due type automatically until a next action date is entered.
• Confidentiality is inherited from the selected Request Type when one is available.
• If no confidentiality is set, the request defaults to Public Information.
• User Importance defaults to Medium and can be raised manually at any time.
• System Priority can shift automatically based on the linked Business Partner’s group.
• Moving a request to an open status automatically records the Start Date.
• Moving a request to a closed status automatically records the Close Date.
• A Final Close status marks the request as fully processed and prevents further edits.
• Every entry typed in the Result field is saved as a new update in the request history.
• A request can be linked to a related request to connect duplicate or similar issues.
• Self-service requests follow the same status and confidentiality rules as internal requests.

Prerequisites

• Business Partner configured, if the request relates to a customer or vendor.
• Request Type configured with a linked status category.
• Status and Resolution values configured for that status category.
• Sales Representative (user) available for assignment.
• Organization configured for where the request is being raised.

Navigation

Menu → Partner Relation → Request → Request

Opening the window shows a blank Request form with four sections: the request header, an Action section for follow-up work, a Reference section for linking related documents, and a History section showing past activity. An Updates tab below the form lists every remark added to the request.

Configuration Steps

Step 1: Enter the Core Request Details

Every request needs a clear type, priority, and summary so staff can identify and route it correctly.

Instructions

Select a Request Type, set the Priority and User Importance, then type a short Summary describing the issue. Choose a Category and Group if the request needs further classification.

Field	Sample Value	Description
Request Type	Customer Complaint	Classifies the nature of the request.
Priority	Medium	System-driven urgency level.
User Importance	Medium	Urgency level set by the requester.
Summary	Delayed delivery for order #1045	Short description of the issue.
Category	Delivery Issue	Optional finer classification of the request.

Step 2: Set Confidentiality and Status

Confidentiality controls who can view the request, while Status tracks where it stands in its lifecycle.

Instructions

Choose the Confidentiality level for the request and the Entry Confidentiality for individual updates. Select a Status once one has been configured for the request type.

Field	Sample Value	Description
Confidentiality	Partner Confidential	Overall visibility level of the request.
Entry Confidentiality	Partner Confidential	Visibility level applied to new updates.
Status	Open	Current stage of the request.
Resolution	Replacement Sent	Outcome recorded once the request is resolved.

Step 3: Record Action and Follow-Up Information

This section tracks who is handling the request and what needs to happen next.

Instructions

Assign a Sales Representative, set the Date Next Action if follow-up is required, and type progress notes in the Result field. Record Product Used and Quantity Used if a product was involved.

Field	Sample Value	Description
Sales Representative	John Mathew	User responsible for handling the request.
Date Next Action	25-07-2026	Date the next follow-up is due.
Result	Called customer, replacement scheduled	Notes added while working the request.
Standard Response	Delivery Delay Apology	Predefined reply text for common issues.
Activity	Follow-up Call	Type of action performed on the request.

Step 4: Link Related Business Documents

Linking a request to the transaction it concerns gives staff full context without searching separately.

Instructions

Use the Reference section to attach the relevant Business Partner, Order, Invoice, Payment, Product, Shipment/Receipt, Asset, Project, or RMA. Only add references that apply to the request.

Field	Sample Value	Description
Business Partner	Vision Retail Ltd.	Customer or vendor the request relates to.
Order	SO-1045	Sales or purchase order linked to the request.
Invoice	INV-2201	Invoice linked to the request, if applicable.
Product	Wireless Mouse M100	Product involved in the request.
Request Amount	0.00	Monetary value associated with the request.

Step 5: Review History and Updates

The History section and Updates tab give a complete timeline of everything recorded against the request.

Instructions

Check the Updates tab after saving to confirm the latest note was recorded. Use the History tab to review prior status changes and the Update Notification tab to see who was notified.

Field	Sample Value	Description
Date Last Action	20-07-2026	Date of the most recent update.
Last Result	Replacement dispatched	Most recent note recorded on the request.
Last Alert	20-07-2026	Date the last reminder was triggered.

Common Issues and Resolutions

Issue	Cause	Resolution
Request will not save	Summary field left blank	Enter a short description in Summary before saving.
Sales Representative not filled automatically	No default representative configured for the role	Select the Sales Representative manually.
Status list appears empty	Request Type has no status category configured	Configure Status values for that request type’s category.
Confidentiality does not match expectation	Value is inherited from the selected Request Type	Override the Entry Confidentiality manually if permitted.
Escalating priority has no effect	Priority is already at the highest level	No action needed; the request is already at maximum urgency.
Close Date not recorded	Status selected is not part of the closed category	Choose a status that is configured as closed or final close.
Duplicate requests logged for the same issue	Related Request field left blank	Use the Related Request field to link duplicate issues together.
Updates tab shows no entries	Result field left blank when the request was created or updated	Add remarks in the Result field so an update record is generated.

Next Steps

• Configure Request Types to define categories and default confidentiality.
• Set up Status and Resolution values for each request category.
• Configure Standard Responses for frequently used replies.
• Review the Request Processor for automatic reminders and escalation.