How to Configure Request (all) in iDempiere

Request (all) is the management-level view of iDempiere’s request tracking system, built as the personal Request window. It removes the sales-rep filter so supervisors and administrators can see every customer service, POS, and vendor request logged across the retail organization.

This visibility supports store operations by making it easier to track issue volume, monitor response times, and report on service quality across multiple branches from a single screen.

Process Flow

Business Rules

• Request (all) displays every request the logged-in role is authorized to view, not only the user’s own.
• Access is controlled through role-based window assignment, not by hiding fields or tabs.
• Request Type and Status determine how each request is classified and processed.
• The Sales Representative field stays visible but does not filter the results in this window.
• Organization access on the role determines which stores’ requests are visible.
• Request History and Request Updates tabs record all status changes for audit purposes.

Prerequisites

• Business Partner configured (for customer or vendor linked requests).
• Organization and Role Access configured for the Request (all) window.
• Request Type configured (e.g., Complaint, Service, POS Issue).
• Request Group or Category configured, if used for classification.
• User records configured as Sales Representative where applicable.
• Window access granted to Help Desk Manager or Administrator role.

Navigation

Menu → Partner Relation → Request → Request (all)

Configuration Steps

Step 1: Grant Role Access to Request (all)

Open the Role window, select the Help Desk Manager or Administrator role, go to the Window Access tab, add Request (all), and enable Read Write.

Field	Sample Value	Purpose
Role	Help Desk Manager	Role receiving access to the window
Window	Request (all)	Window being granted
Active	Yes	Enables the access record
Read Write	Yes	Allows editing, not just viewing

Step 2: Configure Request Types

Open the Request Type window and create entries such as POS Issue, Refund, and Vendor Complaint. Mark the most common type as Default.

Field	Sample Value	Purpose
Name	POS Issue	Identifies the request category
Description	Point of Sale malfunction	Clarifies intended use
Default	No	Marks the pre-selected type
Active	Yes	Makes the type available for selection

Step 3: Configure Request Group or Category

Open Request Group and create groups relevant to retail operations, such as Store Operations, Vendor Management, and Customer Service.

Step 4: Confirm Sales Representative Assignment

Verify each User record used to log requests is linked as a Sales Representative in the User window before requests are created.

Step 5: Verify Organization Access for the Role

In the Role window, open the Org Access tab and add every store the manager is responsible for.

Field	Sample Value	Purpose
Organization	Chennai Store	Store included in the manager’s scope
Role	Help Desk Manager	Role receiving the org access
Active	Yes	Enables the access record

Common Issues and Resolutions

Issue	Cause	Resolution
User cannot see Request (all) in the menu	Role lacks window access	Add the window under Role > Window Access
Sales Representative field is blank	User not linked as Sales Rep	Configure the User as Sales Rep in the User window
Manager can view but not edit requests	Role has Read Only window access	Enable Read Write on Window Access
Closed requests still appear as open	Status not updated during workflow	Ensure agents close requests through the correct status

Next Steps

• Configure the Request Type window for consistent classification.
• Configure the Request Group window for store or department grouping.
• Review Role Org Access for all supervisory and admin roles.
• Set up notification or alert rules for high-priority requests.