Question

Request button not appearing in Primo service for valid Fulfillment Network users. How to fix?

Answer

Authorization issue: 

Check if the user sees in Primo GetIt section the correct item policy (not the generic "Loanable" rather, e.g. "3 Week Loan"). If not - this may be an authorization issue. Consult "Why am I not seeing Request Links?".

Open support case for assistance as needed.

Patron Role expired at Lender:

If only some users are affected - check if Patron Role expiration date exists and is in the past, in the Lender Institution. 

Solution:

1. Clear the expiration date. To remove patron role expiration in bulk (via Job), consult a knowledge article: "Patron Role has expiry date in the past. Why and how to fix this?".

2. Check configuration. Going forward - ensure that each Institution has "None" for Policy Type of "Patron Role Renewal Period". Found at: Configuration > Fulfillment > Physical Fulfillment >Advanced Policy Configuration. The policy is used by the Default "User Registration" TOU (Terms of Use).  Consult a knowledge article: "Where are expiration dates of user accounts and patron roles configured?".

Additional Information

Helpful links:

Linking Users in Collaborative Networks

Configuring Other Settings (User Management)

Patron Role has expiry date in the past. Why and how to fix this?

Why am I not seeing the Request Options?

Where are expiration dates of user accounts and patron roles configured?

• Article last edited: 21-FRB-2019