{"id":22482,"date":"2026-07-31T11:42:27","date_gmt":"2026-07-31T11:42:27","guid":{"rendered":"https:\/\/tenthplanet.in\/idempiere\/?p=22482"},"modified":"2026-08-13T04:50:55","modified_gmt":"2026-08-13T04:50:55","slug":"how-to-configure-request-email-processor-in-idempiere","status":"publish","type":"post","link":"https:\/\/tenthplanet.in\/idempiere\/how-to-configure-request-email-processor-in-idempiere\/","title":{"rendered":"How to Configure Request Email Processor in iDempiere"},"content":{"rendered":"\n

Introduction<\/strong><\/h2>\n\n\n\n

The Request Email Processor is a window in iDempiere that reads incoming emails from a mailbox and turns them into service requests, so support emails do not need to be entered by hand.<\/p>\n\n\n\n

It is used in Service Request handling, typically for a shared support mailbox that customers or contacts email directly with questions or issues.<\/p>\n\n\n\n

Each processed email becomes a request record linked to the sending customer where possible, keeping communication history, attachments, and follow-up in one place for reporting and tracking.<\/p>\n\n\n\n

Note:<\/strong> This is a background process. It must be run manually or scheduled; it does not check the mailbox continuously on its own.<\/code><\/pre>\n\n\n\n
Process Flow<\/strong><\/h2>\n\n\n\n
\"TenthPlanet-iDempiere-SystemAdmin-RequestEmailProcessor-ProcessFlow\"<\/figure>\n\n\n\n
Business Rules<\/strong><\/h2>\n\n\n\n
    \n
  • A request is created only once per email; the same email is never processed twice.<\/li>\n\n\n\n
  • A reply to an existing request updates that request instead of creating a new one.<\/li>\n\n\n\n
  • Emails with no sender address are moved to the Error Folder and are not processed.<\/li>\n\n\n\n
  • Successfully processed emails are moved to the Request Folder and removed from the Inbox.<\/li>\n\n\n\n
  • The sender’s email address is matched against existing users to identify the requestor.<\/li>\n\n\n\n
  • When the sender matches a user, that user’s linked Business Partner is applied automatically.<\/li>\n\n\n\n
  • When no user match is found, the default Business Partner, User, and Role are applied.<\/li>\n\n\n\n
  • The request Start Date is set to the date and time the email was originally sent.<\/li>\n\n\n\n
  • Request Type defaults to the value entered, or the system default Request Type if left blank.<\/li>\n\n\n\n
  • Files attached to the email are automatically added as attachments on the request.<\/li>\n\n\n\n
  • The email itself can be saved as an HTML attachment or as its embedded images.<\/li>\n\n\n\n
  • Priority and Confidentiality are applied from the defaults entered when the process is run.<\/li>\n<\/ul>\n\n\n\n
    Prerequisites<\/strong><\/h2>\n\n\n\n
      \n
    • Mailbox created with an Inbox, a Request folder, and an Error folder.<\/li>\n\n\n\n
    • Request Type configured, or a default Request Type set in Service Request setup.<\/li>\n\n\n\n
    • Business Partner configured, for use as the default requestor.<\/li>\n\n\n\n
    • User\/Contact configured with a matching email address, for automatic sender matching.<\/li>\n\n\n\n
    • Role configured, for use as the default role on created requests.<\/li>\n\n\n\n
    • Sales Representative configured, for use as the default owner of created requests.<\/li>\n<\/ul>\n\n\n\n
      Navigation<\/strong><\/h2>\n\n\n\n
      Menu \u2192 System Admin \u2192 General Rules \u2192 Server \u2192 Request Email Processor<\/strong><\/code><\/pre>\n\n\n\n
      \"TenthPlanet-iDempiere-SystemAdmin-RequestEmailProcessor-1\"<\/figure>\n\n\n\n
      Opening the window displays a parameter entry screen. Here mailbox connection details, folder names, and default request values are entered before the process is run.<\/p>\n\n\n\n
      \"TenthPlanet-iDempiere-SystemAdmin-RequestEmailProcessor-2\"<\/figure>\n\n\n\n
      Configuration Steps<\/strong><\/h2>\n\n\n\n
      Step 1: Enter Mailbox Connection Details<\/strong><\/h3>\n\n\n\n
      The process needs to connect to the support mailbox before it can read any email.<\/p>\n\n\n\n
      Instructions<\/strong><\/h3>\n\n\n\n
      Enter the mail server address with its connection type, the mailbox user name, and the mailbox password. These match the login details used to access the mailbox directly.<\/p>\n\n\n\n
      Field Reference Table<\/strong><\/h3>\n\n\n\n
      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      IMAP Host<\/td>imaps:\/\/imap.gmail.com:993<\/td>Address and connection type of the mail server hosting the mailbox.<\/td><\/tr>
      IMAP User<\/td>support@company.com<\/td>Mailbox user name used to log in to the email account.<\/td><\/tr>
      IMAP Password<\/td>\u2022\u2022\u2022\u2022\u2022\u2022\u2022\u2022<\/td>Password for the mailbox user account.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
      Step 2: Define Mail Folders<\/strong><\/h3>\n\n\n\n
      The process needs to know which folder to read new email from, and where to move emails once they are processed or rejected.<\/p>\n\n\n\n
      Instructions<\/strong><\/h3>\n\n\n\n
      Enter the folder that holds new email, the folder for successfully processed email, and the folder for email that could not be processed. Indicate whether the Inbox is the top-level folder.<\/p>\n\n\n\n
      Field Reference Table<\/strong><\/h3>\n\n\n\n
      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      Inbox Folder<\/td>INBOX<\/td>Folder checked for new, unread email.<\/td><\/tr>
      Request Folder<\/td>Processed Requests<\/td>Folder where successfully processed email is moved.<\/td><\/tr>
      Error Folder<\/td>Processing Errors<\/td>Folder where email that cannot be processed is moved.<\/td><\/tr>
      Inbox As Root Folder<\/td>Checked<\/td>Indicates the Inbox is the top-level folder rather than nested under another folder.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
      Step 3: Set Default Requestor Details<\/strong><\/h3>\n\n\n\n
      These values are used whenever a sender’s email address cannot be matched to an existing user, so every request still has an owner and a linked customer.<\/p>\n\n\n\n
      Instructions<\/strong><\/h3>\n\n\n\n
      Select the default Business Partner, User\/Contact, Role, and Sales Representative to apply to requests created from unrecognized senders.<\/p>\n\n\n\n
      Field Reference Table<\/strong><\/h3>\n\n\n\n
      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      Business Partner<\/td>(optional)<\/td>Default customer applied when the sender is not linked to a user.<\/td><\/tr>
      User\/Contact<\/td>(optional)<\/td>Default contact applied when the sender is not recognized.<\/td><\/tr>
      Role<\/td>(optional)<\/td>Default role applied to requests from unrecognized senders.<\/td><\/tr>
      Sales Representative<\/td>Surya<\/td>Default owner assigned to every request created by this run.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
      Step 4: Set Request Classification Defaults<\/strong><\/h3>\n\n\n\n
      These values classify how the resulting requests appear in reporting and in the request queue.<\/p>\n\n\n\n
      Instructions<\/strong><\/h3>\n\n\n\n
      Select a Request Type, and optionally a default User Importance and Confidentiality level, to apply to every request created during this run.<\/p>\n\n\n\n
      Field Reference Table<\/strong><\/h3>\n\n\n\n
      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      Request Type<\/td>(optional)<\/td>Category applied to created requests; uses the system default if left blank.<\/td><\/tr>
      User Importance<\/td>(optional)<\/td>Default priority level applied to created requests.<\/td><\/tr>
      Confidentiality<\/td>(optional)<\/td>Default confidentiality level applied to created requests.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
      Step 5: Configure Email Attachment Handling<\/strong><\/h3>\n\n\n\n
      This determines how the original email content is kept on the request record.<\/p>\n\n\n\n
      Instructions<\/strong><\/h3>\n\n\n\n
      Choose whether the full email is saved as an HTML attachment, or whether only the images embedded in the email are saved as separate attachments.<\/p>\n\n\n\n
      Field Reference Table<\/strong><\/h3>\n\n\n\n
      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      HTML Attachment Type<\/td>HTML as Attachment<\/td>Determines whether the email is saved as an HTML file or as embedded images.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
      Step 6: Run the Process<\/strong><\/h3>\n\n\n\n
      Once the connection, folders, and defaults are set, the process can be run immediately or scheduled to run in the background.<\/p>\n\n\n\n
      Instructions<\/strong><\/h3>\n\n\n\n
      Select Run as Job to process the mailbox in the background, or leave it unchecked to run immediately. Select OK to start.<\/p>\n\n\n\n
      Field Reference Table<\/strong><\/h3>\n\n\n\n
      Field<\/strong><\/td>Sample Value<\/strong><\/td>Description<\/strong><\/td><\/tr><\/thead>
      Run as Job<\/td>Unchecked<\/td>Runs the process in the background instead of immediately.<\/td><\/tr><\/tbody><\/table><\/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>
      Process fails immediately with a connection error.<\/td>Mail server address, connection type, or login details are incorrect.<\/td>Confirm the address, connection type, and password with the mailbox provider and re-enter them.<\/td><\/tr>
      No new requests are created, though new email exists.<\/td>The email has no recognizable sender address.<\/td>Check the Error Folder; such email is moved there without creating a request.<\/td><\/tr>
      Process stops with a request type error.<\/td>No Request Type was entered and no default Request Type exists.<\/td>Set a default Request Type in Service Request setup, or select one in the process.<\/td><\/tr>
      A reply creates a new request instead of updating the original.<\/td>The subject line or reply reference no longer matches the original email.<\/td>Ask users to keep the original subject line when replying to a request email.<\/td><\/tr>
      The same email is processed more than once.<\/td>Folder names entered do not match the actual mailbox structure, so processed email is not moved out of the Inbox.<\/td>Verify the Inbox, Request, and Error folder names and the Inbox As Root Folder setting.<\/td><\/tr>
      Requests are not linked to the correct customer.<\/td>The sender’s email address is not saved on any User\/Contact record.<\/td>Add the sender’s email address to the relevant User\/Contact record.<\/td><\/tr>
      Attachments from the email are missing on the request.<\/td>The email had no attachments, or the HTML Attachment Type setting excluded them.<\/td>Confirm the email included attachments and review the HTML Attachment Type selection.<\/td><\/tr>
      The process takes a long time to complete.<\/td>A large number of unread email is waiting in the Inbox Folder.<\/td>Run the process during off-peak hours, or select Run as Job to process it in the background.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
      Next Steps<\/strong><\/h2>\n\n\n\n
        \n
      • Configure Request Type to classify incoming requests consistently.<\/li>\n\n\n\n
      • Review created requests in the Request window to confirm details and follow up.<\/li>\n\n\n\n
      • Set up a scheduler to run Request Email Processor automatically at regular intervals.<\/li>\n\n\n\n
      • Configure a Mail Template for automatic acknowledgement of received requests, if required.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"
        Introduction The Request Email Processor is a window in iDempiere that reads incoming emails from a mailbox and turns them […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10,91],"tags":[],"class_list":["post-22482","post","type-post","status-publish","format-standard","hentry","category-idempiere-product","category-idempiere-general-rules"],"_links":{"self":[{"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts\/22482","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=22482"}],"version-history":[{"count":1,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts\/22482\/revisions"}],"predecessor-version":[{"id":22486,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/posts\/22482\/revisions\/22486"}],"wp:attachment":[{"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/media?parent=22482"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/categories?post=22482"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/tenthplanet.in\/idempiere\/wp-json\/wp\/v2\/tags?post=22482"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}