Generic Request Mail

Generic Request Mail is a module developed by the Center of Research & Development company.

It allows you to:

  • automatically create requests using incoming emails
  • create requests manually from incoming email by clicking the appropriate icon
  • configure 'canned responses' - short words that will be automatically substituted with configured text

Automatically Create Requests from Emails

You can set up email aliases and mail sources to catch email from desired addresses and automatically create requests.

To be able to configure email aliases in requests, first you need to enable the External Email Servers option in the General Settings.

Go to Settings -> General Settings and select the External Email Servers checkbox.

This will allow you to use your own email server. This server must be pre-configured.

Now in the Requests app, click Requests -> Mail Sources.

Click Create to create a new Mail Source.

In the form, enter the Name of the Mail Source in the upper field. On the General Tab, specify the parameters of the requests that will be created using incoming emails. You can select Request Type and Category.

Click the Emails tab. Here you can setup Email Alias. For example, enter 'some_company', if you want to catch emails from

In the Accept Emails From field, select the email policy:

  • Everyone - everyone can post
  • Authenticated Partners - only authenticated partners
  • Followers only - only followers of the related document or members of the following channels

Default Values is a Python dictionary with default values for creating new records. It will be filled in automatically.

Save the form.

Now incoming emails from the configured email aliases will create requests with provided parameters.

Create Requests Manually from Incoming Emails

You can create requests manually by clicking the Create Request icon next to the email header.

Open Discuss -> Inbox to see the incoming emails. Hover over an email and you'll be able to see the Create Request icon.

Clicking the icon opens the form for creating a request. An email body will be automatically inserted as a request text.

To create a request, you need to select the request Type in the appropriate field and click Save at the top-left corner. You can also select request category and edit request text or any other required fields.

After saving, request will be created and can be processed. You can see it in the list or kanban along with other requests.

Canned Responses

You can setup canned responses that will be used in chatters and messages. You need to configure special keywords, and when you type these keyword, they can be automatically substituted with prepared text.

To configure keywords, in the Requests app, click Canned Responses.

The page of Canned responses opens. Click Create to configure special keywords.

  • Under the Shortcut column, specify the keyword. When typing this keyword in chatter or messages preceding the colon, it will be automatically substituted with the configured text.
  • Under the Substitution column, enter the desired substitution text for current keyword.
  • Click Save.

You can configure as many shortcuts as you want.

After configuring keywords, you can use canned responses after reloading the page.

In the chatter or messages, you can type one of keywords preceding with the colon ":". You will be able to substitute it with the configured text.

You can type only colon ":" and you will see all available substitutions.

If you begin to type a word, the system will show you the only options that starts with the typed letters.

To insert the substitution, you can select it using mouse or keyboard arrows. Pressing Enter will automatically substitute selected option.