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    Managing Requests and Work Orders

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    To manage requests, you must have one of the following roles:
    • Fulfillment Operator – view requests for any desk in the library
    • Requests Operator – view requests that are assigned to your desk(s)
    Requests and work orders that have been created and are pending can be viewed and handled on the Resource Request Monitoring page. This page provides updated information on the various types of resource requests, and their progression within Alma. For more information on requests, see Requests in Alma.
    For information on completed request reports, see Requests.
    You can navigate processes and requests on the Resource Request Monitoring page using the Search function and Facets, and you can perform actions on the request summaries using the links beneath the request summaries search results.
    The Resource Requests Monitoring page displays the results:
    Resource Request Monitoring Page
    • When searching for a request in the Find box by Request ID, requests are located according to their ID value.
    • It is not possible to search for requests by their External Identifier value. The External Identifier value of requests corresponds to their Internal Identifier value on the Resource Sharing Borrowing Requests page (see Managing Resource Sharing Borrowing Requests).
    • For information on searching using special characters/diacritics, see Searching for Special Characters.
    The available facets are as follows:
    Resource Request Monitoring Page Facets
    Facet Description
    Type The request type, either a process (In Process) or a request (Request).
    Material Type Material type specified in the request. Options are: Audiobook, Audio cassette, Book, Compact Disc, Flash Card, Bound Issue, Issue, DVD, and Other.
    Workflow Step Name of the current activity. Options are: Await Approval, Deposit Item, Document Delivery, Requested, On Hold Shelf, Transit Item, Work Order, and Pickup From Shelf.
    Request/Process Type Type of request. Options are: Binding, Booking Request, Patron Electronic Digitization Request, General Hold Request, Library Electronic Digitization Request, Move Permanently, Move Temporarily, Patron Physical Item Request, Patron Digitization Request, Ship Digitally, Ship Digitally From Electronic, Ship Physically, Restore Item, and Transit for Reshelving, as well as any configured work order type requests (see Configuring Work Order Types).
    Request Date Date on which the request was placed. Options are: Today, Yesterday, Up to Three Days AgoUp To a Week Ago, Up To a Month Ago and Older.
    Date Needed By Date on which the item is needed. Options are: Undefined and Earlier Than Today.
    Process Status Status of the current process. Options are: New, Temp Storage, In Process, Physical Processing, Copy Cataloging, and Finish, and any configured work order type statuses (see Adding a Work Order Type Status).
    A Process Status of In Process indicates that the item is undergoing Hold Shelf Processing, in preparation to be placed on the hold shelf. If a request is canceled while the item is in Hold Shelf Processing (In Process), the item is transferred to the expired hold shelf (see Managing Expired Hold Shelf Items).
    Pickup Location Library in which item pickup is requested. Options are the institution’s libraries and any configured work order departments (see Configuring Work Order Departments). Home/office delivery requests are indicated by the Home Delivery and Office Delivery facets.
    Pickup Institution The pickup institution in which item pickup is requested. 
    Owner The library whose item is tied to the request. For item-level requests, an Owner is immediately associated with the request. However, for non-item-level requests, this association takes place only when an item is actually scanned in for a request. Prior to this point in time, there is no specific item associated with the request and the Owner is therefore Undefined.

    Handling Processes and Requests

    To navigate processes and requests:
    1. On the Resource Request Monitoring page (Fulfillment > Resource Requests > Monitor Requests & Item Processes), locate a request summary (that is, a search result).
    2. Click one of the following links for a requested item to perform an action on the item:
      • View Audit Trail – Open the Request Processing Audit Trail page, which displays a list of actions taken on the requested item.
        On the Request Processing Audit Trail page, values that may appear in the Action column are:
        • On Hold Shelf
        • Hold Shelf Processing
        • In Process
        • Digitize Item
        • Deposit Item
        • Document Delivery
        • Pickup From Shelf
        • Await Approval
        • Transit Item
        • Waiting for Remote Storage
      • Edit – Open the Create Request page, where you can edit the request/work order. See Creating a Work Order Request.
      • Cancel – Cancel the request. The requester is notified of the cancelation by email.
      • Update Expiry – Update the expiry date for the request (see the description in Pickup at Shelf).
      • Mark as Missing – Update the requested item is missing. Click Yes on the resulting Mark as Missing page.
      • View Title In Search – Display the title in the context of the repository search screen.
      • Print Slip – Print a call slip for the requested item. This uses the FulResourceRequestSlipLetter letter. See Pickup at Shelf.
      • Convert to Resource Sharing – Convert the request to a resource sharing borrowing request. If there are multiple requests aggregated into a single request, all of these requests are converted with this action. This option appears if:
        • The request is a Hold or General Hold request (request for holding without item)
        • The workflow step is Not Activated, Pickup-From Shelf, or Waiting for Remote Storage.
        • The user has the CONVERT_HOLD_TO_BORROWING privilege (see Privileges Report). Note that the role with this privilege must be scoped to the institution level.
        This action will succeed if:
        • The request's Date Needed By has not passed.
        • The requested pickup location is supported for resource sharing requests.
        For more information about converting hold requests to resource sharing borrowing requests, see the Automatic Conversion of Hold Requests to Resource Sharing Requests video (6:07 mins).
    When an item receives multiple requests, the item is listed only once in the tasks list, but the number of requests for the item is indicated in the Place in Queue field. The number of printed slips is the same as the number of requests. For more information, see The Request Queue. The value of the Place in Queue: link indicates the place of the request in the queue, as follows:
    • 0 – No other requests are in the queue ahead of this one. The request is active; the item is being picked up from the shelf or is on the hold shelf.
    • <other number> – The number of requests for the item in the queue, including this one. For example, if Place in Queue = 3, this request is third in line to be processed by the system. Requests that are ahead of this one either have a higher priority or have the same priority but were placed at an earlier time than this request.
    If there are multiple items that can fulfill the request and each has a different queue, the value of the longest queue appears (that is, the displayed number is based on the item that is the least readily available). There are scenarios where requests are fulfilled according to the order that the request was received, and others which are fulfilled according to the request priority. For details, see Request Priority.
    Resource sharing borrowing requests with multiple items will list each item separately. In contrast, the Primo My Account request list shows only one line item per request. This is because Primo displays only the resource sharing request, regardless of how many items shipped to fulfill the request, while Alma displays all the items to the operator that are on shelf or in transit. For more information, see Resource Sharing Requests with Multiple Items.