{{#if (not signed_in)}} {{#is help_center.name "Ideagen Help"}} {{#link "sign_in" class="unified-navigation--btn-primary"}}Sign in{{/link}} {{else}} {{#link "sign_in" class="unified-navigation--btn-primary"}}Sign in{{/link}}
{{/is}} {{/if}} {{#if signed_in}}
{{#is help_center.name "Ideagen Help"}}
Manage tickets
{{else}} {{#link "requests" role="menuitem"}}
Manage tickets {{/link}} {{/is}}
Update profile
Change password
Privacy Policy
Terms of Use
{{#link "sign_out" role="menuitem" class="signOut"}}
Sign out {{/link}}
{{/if}}
{{user.name}}
Looking for help?
Common queries
Send us feedback
Before you start
This form is for Ideagen Luminate feedback only.
Your submission will not receive a response. To request solution support, open a ticket with us.
We'd love to hear your thoughts on features, usability, or what you love about Ideagen Luminate.
Question
Automatic response to new complaint
I am using IQM Pro version 7.7.0.0 and would like to set up and automatic email response when a complaint submitted through web reporting meets a given criteria, is this possible?
+5Hey
Just to clarify, automatic responses are possible, but it depends on how your Web Reporting is set up.
1. If users log in (Authenticated Web Reporting)
If the person submitting the complaint is logged into IQM, you can send them an automatic acknowledgement.
You’d do this by:
-
Enabling the relevant message (e.g. Occurrence Created) in Messaging.
-
Setting the recipient to Occurrence Reporter
-
(Optional) Adding criteria in Messaging → Conditional Recipients using the core fields:
-
Type
-
Mandatory?
-
Location
-
This will email the submitter automatically when their complaint meets those criteria.
2. If users do not log in (Pre-Authenticated Web Reporting)
In this mode the system does not know who the reporter is, even if you capture their email on the form.
So automatic responses to the submitter aren’t possible.
Most customers handle this by adding an acknowledgement step into their workflow, e.g. a stage action to send a confirmation email.
Quick clarification
Are your Web Reporting users logged in, or submitting without authentication?
That determines which option will work for you.
Thanks,
Sam
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.