Switch Request Manager Operation

Let’s first look at the mailbox that is used for the requests. Do not worry, if you click on an unread mail in the mailbox for the requests, the automatic processing will not be interrupted.

Please remember, the request manager only processed requests that arrived after it was set up / last modified.

In the inbox you will find portal requests that are emails with an asterisk. Depending on the configuration, the emails are in the corresponding sub folders “Portal requests (answered)” or “Portal requests (unanswered)”.
Depending on the processing status, the color of the stars varies.

There are 2 cases where you should take a look at the email.

On the one hand for inquiries with a red star . Samples should be sufficient here if you have activated the creation of a task for exceptions in part 4. Then all aborted requests should also have a regulated path for further processing via the task.
Otherwise, you should make a note of the date and time of the email and search for the request in the Request Manager widget, where you can find more details.

On the other hand for inquiries with a black star . Please check the date and time in your inbox first, if it is more than one hour ago, open the mail and check the portal or portal filter by clicking “Show more information” in the header above, and compare the name of the portal filter at “Email Filter:” with the name in the list of “Active Portal” (see part 2.2 ). Please also check whether the requested property is available, active and visible to the main user of the mailbox (see part 2.1).

Here is a list of colors and status of portal requests in a mailbox for the request manager (the general variant for portal requests is available here)

• black stars show a portal request waiting to be processed
• orange stars indicate a portal request where the system waits for a confirmation or address information from the interested party.
• green stars show a portal request that has been processed and to which an address has been assigned.
• blue stars indicate a portal request that has been answered.
  red asterisks show a portal request whose processing was aborted.

Requests that the request manager processes can be displayed in a widget in the dashboard.
You can create a separate tab “Request Manager” in the dashboard and addthe widget there as usual, preferably 4 times, then you can use a separate widget for the different statuses of the requests.

You can configure the widgets via the wrench symbol in the widget frame.

In the first widget you can see the current requests in progress (please check “Hide selected statuses“, completed and automation canceled and request expired), in the second widget the expired requests (please check “Hide selected statuses“, all except request expired), in the third widget the canceled requests (please check “Hide selected statuses”, all except request canceled) and in the fourth widget the completed requests (please check “Hide selected statuses”, all except request canceled). the cancelled requests (please set all checkmarks at“Hide selected statuses” until request cancelled) and in the 4th the closed requests (please set all checkmarks at“Hide selected statuses” until request closed).

If you are assigned to all mailboxes defined for the request manager , you will also see all requests in the list – otherwise you will only see those to whose mailboxes you are assigned. This could be, for example, in the case of groups , those for your office group.
You can change the displayed mailboxes via the widget configuration.

In the online help for the Request Manager, you will find a description of the Request Manager widget and status, as well as information about the requests that can be viewed through the magnifying glass .

What to do if it doesn’t work? Here are a few first points of contact for control.

• Requests are aborted during processing
  -> Please look in the request manager widget in the magnifying glass view for the details of the error message. Depending on which part of the configuration the termination belongs to, please look there under “It does not work as desired? 
  
• Not so many requests / no requests are processed
  -> First of all, please look into the mailbox that the request manager is supposed to process. Please check emails with a black star that are older than one hour. Please open the mail and check the portal or portal filter by clicking “Show more information” in the header above and compare the name of the portal filter at “Email Filter:” with the name in the list of “Active Portals” (see part 2.2 ). Please also check whether the requested property is available, active and visible to the main user of the mailbox (see part 2.1).
  If everything looks correct, please check the next point.
• Please open the configuration of the request manager(Tools >> Settings >> Basic settings >> Automation >> Request manager) and check if warning triangles are present. Especially with the “Active Mailboxes”.
  Click on the warning triangle  to display the corresponding note. Please rectify the cause.
  Attention: Extra user rights are required to open the basic settings, please ask your administrator if necessary.