How to Configure Request Processor in iDempiere

Introduction

The Request Processor is a background setup window in iDempiere that automatically monitors open service requests and takes action based on due dates and inactivity.

It is used wherever service requests are logged, such as customer complaints, support tickets, or internal follow-ups, and runs on a fixed schedule without manual intervention.

By sending reminders, escalating overdue requests, and cleaning old logs, it keeps service request reporting accurate and ensures requests are not missed.

Process Flow

Business Rules

• Only active Request Processor records are executed by the system.
• Each processor runs automatically based on its assigned schedule.
• Reminder days determine when a notice is sent before a request becomes due.
• Escalate after days due moves overdue requests to the supervisor.
• The supervisor is notified when a request needs escalation.
• Inactivity alert days flag requests with no recent updates.
• Log entries older than the configured days are removed automatically.
• Routing rules direct specific request types to specific users or contacts.
• A blank request type in routing applies the rule to all request types.
• Every processor run creates a log entry summarizing the actions taken.

Prerequisites

• Organization configured for the business unit using service requests.
• Request Type values defined, such as Customer Complaint or Support Ticket.
• Users or contacts created and available for routing assignment.
• A supervisor user identified for escalation handling.

Navigation

Menu → System Admin → General Rules → Server → Request Processor

Opening the window displays the processor header with schedule and alert settings, a Status section showing the last and next run times, and two lower tabs: Routing and Log.

Configuration Steps

Step 1: Create the Request Processor

This step sets up the basic identity of the processor so the system knows which organization and requests it manages.

Instructions

Enter a name that describes the purpose of the processor. Confirm the Active checkbox is selected so the processor is picked up by the system.

Field	Sample Value	Description
Name	POTS – Request Processor	Identifies the processor for this organization.
Description	(optional)	Short note on what the processor is used for.
Active	Checked	Controls whether the processor runs at all.

Step 2: Set the Run Schedule

The schedule controls how often the system checks open requests for reminders, overdue status, and inactivity.

Instructions

Select a schedule value, such as every 15 minutes, based on how quickly requests need attention. Leave Request Type blank to cover all request types.

Field	Sample Value	Description
Request Type	(blank = all types)	Limits the processor to one request type if set.
Schedule	15 Minutes	How often the processor checks for due or overdue requests.

Step 3: Configure Reminder and Escalation Timing

These settings decide when a reminder is sent, when a request is treated as overdue, and when it is flagged as inactive.

Instructions

Enter the number of days before due date for a reminder, the number of days after due date for escalation, and the number of days without activity before an alert.

Field	Sample Value	Description
Reminder Days	0	Days before due date a reminder is sent to the assigned user.
Alert after Days Due	0	Days after due date before an alert is raised.
Escalate after Days Due	0	Days after due date before the request is escalated.
Inactivity Alert Days	0	Days without update before an inactivity alert is sent.

Step 4: Assign the Supervisor and Log Retention

The supervisor receives escalated requests, and the log retention setting keeps the processor log from growing indefinitely.

Instructions

Select the supervisor user who should handle escalations. Enter the number of days to keep processor log entries before they are deleted.

Field	Sample Value	Description
Supervisor	PotsAdmin	User who receives escalated or overdue requests.
Days to keep Log	7	Number of days a log entry is retained before deletion.

Step 5: Add Routing Rules

Routing rules send specific request types to the right user or contact, so requests are not left unassigned.

Instructions

In the Routing tab, add a new line, select the request type to route, and choose the User/Contact who should receive matching requests. Save the record.

Field	Sample Value	Description
Sequence	0	Order in which routing rules are checked.
Request Type	Customer Complaint	Type of request this rule applies to.
Keyword	(optional)	Matches requests containing this word, if entered.
User/Contact	(select a user)	Person the matching request is routed to.

Step 6: Review the Processor Log

The Log tab records what the processor did on each run, which is useful for confirming the setup is working as expected.

Instructions

Open the Log tab after a scheduled run and review the summary line for counts of overdue, escalated, and deleted log records.

Field	Sample Value	Description
Created	07/31/2026 10:28:44 AM	Date and time the log entry was generated.
Summary	No unallocated Requests – Status Timeout #0…	Short result of the processor run.
Error	Unchecked	Indicates whether the run completed without errors.

Note: The User/Contact field in the Routing tab is required. A routing line cannot be saved until a user or contact is selected.

Common Issues and Resolutions

Issue	Cause	Resolution
Routing line will not save	User/Contact field left blank	Select a valid user or contact before saving the line.
Requests are never escalated	Escalate after Days Due left at 0 with no real value set	Enter the correct number of overdue days for escalation.
No reminders are sent	Reminder Days left at 0	Set Reminder Days to the number of days before due date.
Processor appears inactive	Active checkbox unchecked on the header	Select Active so the processor is included in scheduled runs.
Wrong requests get routed	Request Type or Keyword set incorrectly on a routing line	Review and correct the Request Type and Keyword values.
Log grows very large over time	Days to keep Log set too high or left blank	Set a reasonable retention value such as 7 days.
Supervisor not receiving escalations	Supervisor field left blank or points to wrong user	Assign the correct supervisor user on the header.
Processor never runs	Schedule not selected or organization mismatch	Confirm Schedule is set and Organization matches the requests.

Next Steps

• Configure Request Type values to match the categories used by the business.
• Review the Request window to confirm requests are created with the correct type.
• Set up user notifications so routed users are alerted of new assignments.