{"id":21276,"date":"2026-08-04T12:03:05","date_gmt":"2026-08-04T12:03:05","guid":{"rendered":"https:\/\/tenthplanet.in\/idempiere\/?p=21276"},"modified":"2026-08-04T12:03:05","modified_gmt":"2026-08-04T12:03:05","slug":"how-to-configure-request-type-window-in-idempiere","status":"publish","type":"post","link":"https:\/\/tenthplanet.in\/idempiere\/how-to-configure-request-type-window-in-idempiere\/","title":{"rendered":"How to Configure Request Type Window in iDempiere"},"content":{"rendered":"\n

The Request Type window in iDempiere defines categories of service requests, such as customer complaints, warranty claims, or delivery issues, used within Request Management.<\/p>\n\n\n\n

Each request type controls due dates, escalation emails, and confidentiality, driving faster resolution and more accurate service reporting.<\/p>\n\n\n\n

Process Flow<\/strong><\/h2>\n\n\n\n
\"\"<\/figure>\n\n\n\n

Business Rules<\/strong><\/h2>\n\n\n\n
    \n
  • Active request types are available for creating new requests.<\/li>\n\n\n\n
  • Default request type is automatically pre-selected when a new request is created.<\/li>\n\n\n\n
  • Due Date Tolerance sets the grace days allowed before a request is overdue.<\/li>\n\n\n\n
  • Auto Due Date Days defines the default due date offset for new requests.<\/li>\n\n\n\n
  • Email notifications are sent automatically when a request is due or overdue.<\/li>\n\n\n\n
  • Confidentiality level restricts who can view sensitive request details.<\/li>\n\n\n\n
  • Status Category determines the workflow stage a request type follows.<\/li>\n<\/ul>\n\n\n\n

    Prerequisites<\/strong><\/h2>\n\n\n\n
      \n
    • Organization configured.<\/li>\n\n\n\n
    • Request Group configured (for further categorization, if used).<\/li>\n\n\n\n
    • User\/Contact records configured for assignment and notifications.<\/li>\n\n\n\n
    • Confidentiality values available (system-defined in iDempiere).<\/li>\n\n\n\n
    • Mail\/SMTP server configured for email notification delivery.<\/li>\n<\/ul>\n\n\n\n

      Navigation<\/strong><\/h2>\n\n\n\n

      Menu \u2192 Partner Relations \u2192 Requests \u2192 Request Type<\/p>\n\n\n\n

      Configuration Steps<\/strong><\/h2>\n\n\n\n

      Step 1: Define Basic Request Type Information<\/strong><\/h3>\n\n\n\n

      Enter a Name such as “Customer Complaint” and a Description explaining its purpose. Check Active to enable the record for use.<\/p>\n\n\n\n

      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      Name<\/td>Customer Complaint<\/td>Identifies the request type in lists and dropdowns<\/td><\/tr>
      Description<\/td>Handles customer complaints related to products, billing, delivery, and after-sales service.<\/td>Explains the scope of the request type<\/td><\/tr>
      Active<\/td>Checked<\/td>Enables the request type for use in transactions<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
      \"\"<\/figure>\n\n\n\n

      Step 2: Set Default and Self-Service Options<\/strong><\/h3>\n\n\n\n

      Check Default to make this the pre-selected type for new requests. Check Self-Service to allow customers to submit requests through a portal.<\/p>\n\n\n\n

      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      Default<\/td>Checked<\/td>Auto-selects this type when a new request is created<\/td><\/tr>
      Self-Service<\/td>Checked<\/td>Allows customers to submit requests directly<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

      Step 3: Configure Status Category and Confidentiality<\/strong><\/h3>\n\n\n\n

      Select a Status Category such as “new”. Set Confidentiality to “Partner Confidential” to restrict visibility to authorized internal users.<\/p>\n\n\n\n

      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      Status Category<\/td>new<\/td>Sets the initial workflow stage for requests<\/td><\/tr>
      Confidentiality<\/td>Partner Confidential<\/td>Restricts visibility to authorized partner-level users<\/td><\/tr>
      Confidential Info<\/td>Unchecked<\/td>Flags individual requests as confidential when checked<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

      Step 4: Configure Due Date and Escalation Settings<\/strong><\/h3>\n\n\n\n

      Enter Due Date Tolerance and Auto Due Date Days in days. Check EMail when Due and EMail when Overdue to trigger notification emails.<\/p>\n\n\n\n

      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      Due Date Tolerance<\/td>7<\/td>Grace days allowed before a request is marked overdue<\/td><\/tr>
      Auto Due Date Days<\/td>3<\/td>Default number of days added to set the due date<\/td><\/tr>
      EMail when Due<\/td>Checked<\/td>Sends a reminder email as the due date approaches<\/td><\/tr>
      EMail when Overdue<\/td>Checked<\/td>Sends an alert email once the request is overdue<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

      Step 5: Set Visual Identifiers<\/strong><\/h3>\n\n\n\n

      Enter a hex value for Header Color and Content Color to visually distinguish this request type from others.<\/p>\n\n\n\n

      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      Header Color<\/td>#1976D2<\/td>Background color used for the request type header<\/td><\/tr>
      Content Color<\/td>#E3F2FD<\/td>Background color used for the request content area<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

      Step 6: Configure Update Notification<\/strong><\/h3>\n\n\n\n

      In the Update Notification detail tab, add a row, select the User\/Contact to notify, and check Active to enable the rule.<\/p>\n\n\n\n

      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      User\/Contact<\/td>Santhosh<\/td>Staff member who receives update notifications<\/td><\/tr>
      Active<\/td>Checked<\/td>Enables this notification rule<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
      \"\"<\/figure>\n\n\n\n

      Common Issues and Resolutions<\/strong><\/h2>\n\n\n\n
      Issue<\/strong><\/td>Cause<\/strong><\/td>Resolution<\/strong><\/td><\/tr><\/thead>
      Request Type not appearing in dropdown<\/td>Active checkbox is unchecked<\/td>Enable Active and save the record<\/td><\/tr>
      Multiple request types set as Default<\/td>Default is checked on more than one record<\/td>Uncheck Default on all but the intended type<\/td><\/tr>
      Overdue emails not sent<\/td>EMail when Overdue unchecked or SMTP not configured<\/td>Enable the checkbox and verify mail server setup<\/td><\/tr>
      Staff not receiving notifications<\/td>User\/Contact missing or inactive in Update Notification tab<\/td>Add the correct user and mark the row Active<\/td><\/tr>
      Confidential complaints visible to wrong roles<\/td>Confidentiality set too low<\/td>Set Confidentiality to Partner Confidential or higher<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

      Next Steps<\/strong><\/h2>\n\n\n\n
        \n
      • Configure Request Group for further categorization of request types.<\/li>\n\n\n\n
      • Use the Request window to log actual customer complaints and requests.<\/li>\n\n\n\n
      • Review Request Type based workflow if custom approval steps are needed.<\/li>\n\n\n\n
      • Check Request reports or dashboards to monitor SLA compliance.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

        The Request Type window in iDempiere defines categories of service requests, such as customer complaints, warranty claims, or delivery issues, […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[38,10],"tags":[],"class_list":["post-21276","post","type-post","status-publish","format-standard","hentry","category-idempiere-master","category-idempiere-product"],"_links":{"self":[{"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts\/21276","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=21276"}],"version-history":[{"count":1,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts\/21276\/revisions"}],"predecessor-version":[{"id":27663,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts\/21276\/revisions\/27663"}],"wp:attachment":[{"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/media?parent=21276"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/categories?post=21276"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/tags?post=21276"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}