{"id":21267,"date":"2026-08-04T12:03:41","date_gmt":"2026-08-04T12:03:41","guid":{"rendered":"https:\/\/tenthplanet.in\/idempiere\/?p=21267"},"modified":"2026-08-20T05:49:29","modified_gmt":"2026-08-20T05:49:29","slug":"how-to-configure-request-category-in-idempiere","status":"publish","type":"post","link":"https:\/\/tenthplanet.in\/idempiere\/how-to-configure-request-category-in-idempiere\/","title":{"rendered":"How to Configure Request Category in iDempiere"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Request Category is a setup window in iDempiere used to group related customer service requests under a common classification, such as Customer Support.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Proper categorization improves request routing, reporting accuracy, and helps store teams track resolution across support types.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Process Flow<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"269\" src=\"https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/Tenthplanet-Idempiere-Request-Request-Category-ProcessFlow.png\" alt=\"Tenthplanet-Idempiere-Request-Request-Category-ProcessFlow\n\" class=\"wp-image-27687\" title=\"\" srcset=\"https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/Tenthplanet-Idempiere-Request-Request-Category-ProcessFlow.png 1024w, https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/Tenthplanet-Idempiere-Request-Request-Category-ProcessFlow-300x79.png 300w, https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/Tenthplanet-Idempiere-Request-Request-Category-ProcessFlow-768x202.png 768w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Business Rules<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Only active Request Categories are available for selection in the Request window.<\/li>\n\n\n\n<li>Each category should use a unique, descriptive Name within the Organization.<\/li>\n\n\n\n<li>Description and Comment\/Help text guide staff on correct request classification.<\/li>\n\n\n\n<li>Update Notification records determine which users are alerted for a category.<\/li>\n\n\n\n<li>A category can optionally link to a Product for product-specific issue tracking.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Prerequisites<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Organization configured for the retail store or business unit.<\/li>\n\n\n\n<li>User\/Contact records created for staff who will receive notifications.<\/li>\n\n\n\n<li>Product records set up if categories will link to specific products.<\/li>\n\n\n\n<li>Role and Client-level access configured for request management users.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Navigation<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Menu \u2192 Partner Relation \u2192 Request \u2192 Request Category<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Configuration Steps<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 1: Define the Request Category<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Open Request Category and click New. Enter a descriptive Name such as Customer Support, add a Description and Comment\/Help text explaining what belongs in this category, then check Active to make it available.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><td><strong>Field<\/strong><\/td><td><strong>Sample Value<\/strong><\/td><td><strong>Description<\/strong><\/td><\/tr><\/thead><tbody><tr><td>Name<\/td><td>Customer Support<\/td><td>Identifies the category shown during request entry<\/td><\/tr><tr><td>Description<\/td><td>Handles customer inquiries, complaints, product returns, exchanges, refunds, and after-sales support.<\/td><td>Summarizes the category&#8217;s purpose for staff reference<\/td><\/tr><tr><td>Comment\/Help<\/td><td>Create requests for damaged products, billing errors, missing items, warranty claims, loyalty issues, and delivery complaints.<\/td><td>Guides staff on which issues to log under this category<\/td><\/tr><tr><td>Active<\/td><td>Checked<\/td><td>Controls whether the category is available for use<\/td><\/tr><tr><td>Product<\/td><td>(blank)<\/td><td>Optional link to a specific product for product-related requests<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"454\" src=\"https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/TenthPlanet-iDempiere-Request-Request-Category-1.png\" alt=\"TenthPlanet-iDempiere-Request-Request-Category-1\" class=\"wp-image-27690\" title=\"\" srcset=\"https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/TenthPlanet-iDempiere-Request-Request-Category-1.png 1024w, https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/TenthPlanet-iDempiere-Request-Request-Category-1-300x133.png 300w, https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/TenthPlanet-iDempiere-Request-Request-Category-1-768x341.png 768w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Step 2: Configure Update Notification<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In the Update Notification tab, click New. Select the Category and the User\/Contact to notify. Check Active to enable the rule, and check Self-Service if customers should see this category in the self-service portal.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><td><strong>Field<\/strong><\/td><td><strong>Sample Value<\/strong><\/td><td><strong>Purpose<\/strong><\/td><\/tr><\/thead><tbody><tr><td>Category<\/td><td>Customer Support<\/td><td>Links the notification rule to the request category<\/td><\/tr><tr><td>User\/Contact<\/td><td>Santhosh<\/td><td>Staff member notified when a request is created or updated<\/td><\/tr><tr><td>Active<\/td><td>Checked<\/td><td>Enables or disables the notification rule<\/td><\/tr><tr><td>Self-Service<\/td><td>Unchecked<\/td><td>Allows customers to select this category in self-service<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"367\" src=\"https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/TenthPlanet-iDempiere-Request-Request-Category-2.png\" alt=\"TenthPlanet-iDempiere-Request-Request-Category-2\" class=\"wp-image-27692\" title=\"\" srcset=\"https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/TenthPlanet-iDempiere-Request-Request-Category-2.png 1024w, https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/TenthPlanet-iDempiere-Request-Request-Category-2-300x108.png 300w, https:\/\/tenthplanet.in\/idempiere\/wp-content\/uploads\/sites\/13\/2026\/08\/TenthPlanet-iDempiere-Request-Request-Category-2-768x275.png 768w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Common Issues and Resolutions<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table><thead><tr><td><strong>Issue<\/strong><\/td><td><strong>Cause<\/strong><\/td><td><strong>Resolution<\/strong><\/td><\/tr><\/thead><tbody><tr><td>Category not visible in Request window<\/td><td>Active checkbox unchecked<\/td><td>Enable Active and save the record<\/td><\/tr><tr><td>Staff not receiving alerts for new requests<\/td><td>No Update Notification record created for the user<\/td><td>Add a notification row with the correct User\/Contact<\/td><\/tr><tr><td>Customers cannot see category in self-service portal<\/td><td>Self-Service checkbox not enabled<\/td><td>Enable Self-Service on the notification record<\/td><\/tr><tr><td>Category linked to wrong Product<\/td><td>Incorrect Product selected in header<\/td><td>Update or clear the Product field<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Next Steps<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Configure the Request Type window to define request behaviors.<\/li>\n\n\n\n<li>Set up the Request window for logging actual customer tickets.<\/li>\n\n\n\n<li>Review Request Group for grouping related categories.<\/li>\n\n\n\n<li>Assign Roles with access to Request Category maintenance.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Request Category is a setup window in iDempiere used to group related customer service requests under a common classification, such [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10,38],"tags":[],"class_list":["post-21267","post","type-post","status-publish","format-standard","hentry","category-idempiere-product","category-idempiere-master"],"_links":{"self":[{"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts\/21267","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/comments?post=21267"}],"version-history":[{"count":2,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts\/21267\/revisions"}],"predecessor-version":[{"id":27693,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts\/21267\/revisions\/27693"}],"wp:attachment":[{"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/media?parent=21267"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/categories?post=21267"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/tags?post=21267"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}