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    Managing Resource Sharing Borrowing Requests

    Translatable
    To manage resource sharing borrowing requests, you must have one of the following roles:
    • Fulfillment Services Operator (in the scope of a resource sharing library)
    • Fulfillment Services Manager (in the scope of a resource sharing library)
    This section describes how to manage resource sharing borrowing requests on the Resource Sharing Borrowing Requests page.

    Workflow Actions

    You can filter results using the Activity Status filter at the top of the page, where you can select to view All, Active, or Completed requests by default. If additional inactive filters have been enabled in Borrowing Requests Inactive Filters, those filter options display as well. 
    You can filter results using the facets on the left side of the page. The facets include:
    • Status – Status of the borrowing request.
      There are statuses that indicate the final step in the request is done (terminal statuses). Requests in these statuses may be removed. The list of terminal statuses follows:
      • Cancelled by partner
      • Cancelled by patron
      • Cancelled by staff
      • Digitally received by library
      • Expired
      • Request completed - This is the final status before removal, and may be manually set. If the request is for an ISO partner, there must be a reply from the partner before the status will switch to Request completed.
      Non-terminal (intermediate) statuses in the request process are shown below:
      • Created borrowing request
      • Declared lost by partner
      • Expired
      • Exported to third party
      • Externally obtained
      • Lender check in
      • Loaned item to patron
      • Locate failed
      • Locate in process
      • Mediated patron renewal
      • Overdue request
      • Pending approval
      • Physically received by library
      • Ready to be sent
      • Recalled by partner
      • Received – not for loan
      • Rejected by partner
      • Renew request not accepted
      • Renew requested
      • Renewed by partner
      • Report damaged item to partner
      • Report lost item to partner
      • Request accepted
      • Request sent to partner
      • Returned by patron
      • Returned item to partner
      • Shipped digitally
      • Shipped physically
      • Waiting for cancel response
      • Will supply
    • Active Partner –The active partner in a request rota
    • Creation Date – Date on which the request was created. Possible values are:
      • Today – Requests created on the current date
      • Yesterday – Requests created on the day before the current date
      • Up to three days ago – Requests created two or three days before the current date
      • Up to a week ago – Requests created up to a week before the current date
      • Up to a month ago – Requests created up to a month before the current date
      • Older – Requests created more than one month before the current date
    • Update Date – Date on which the request was updated. Possible values are the same as those for the Creation Date facet.
    • Requested Format – The format of the requested item. Options are: Digital, Physical, and Physical non-returnable
    • Supplied Format – The format in which the requested item was supplied. Options are: Digital, Physical, Physical non-returnable and Undefined
    • Due Date – The date by which the item must be delivered. Possible values are the same as those for the Creation Date facet.
    • Last Interest Date – The date after which the requester has indicated that they are no longer interested in the item
    • Need Patron Information – Requests for which mandatory information has not been supplied by the patron
    • General Messages – Requests which contain general messages of Type = Received. The operator may dismiss and activate general messages from the request's General Messages tab (see Sending a General Message With a Resource Sharing Request).
    • Owning Library – The library which owns the requested resource
    • Active Notes – The requests with notes marked as Active on the Notes tab.
    • Pickup LocationLibraries, reading rooms, and personal delivery are all included in the facet
    • Level of Service – The level of service assigned to the request.
    To manage resource sharing borrowing requests:
    1. On the Resource Sharing Borrowing Requests page (Fulfillment > Resource Sharing > Borrowing Requests), locate the requests you want to manage.
      You can click any of the following tasks in the Tasks List in the persistent menu (see Tasks in the Task ListTasks in the Task List) to open this page with the relevant filter preset:
      • Borrowing requests - New - with no partner
      • Borrowing requests - Overdue
      • Borrowing requests cancelled by partner
      • Borrowing requests recalled
      • Borrowing requests returned by patron
      • Borrowing requests with active general messages
      • Borrowing requests with active notes
    2. To add a request, click Add and select to add an item manually (Manually Adding a Request), from a search (see Adding a Resource Sharing Borrowing Task From a Search), or from an external resource (Adding a Request From an External Resource).
    3. To manage a request, click the action for a request, as described in the following table:
      Resource Sharing Borrowing Request Page Links
      Link Description
      Edit Modify the request in the Resource Information dialog box (see Editing a Borrowing Request).
      View View request information. Appears only when the request’s status is one of the following:
      • Returned item to partner
      • Request completed
      The Request completed status indicates that the request has either been delivered, or was canceled before it reached the hold shelf.
      • Shipped digitally
      • Canceled by partner
      • Cancel requested
      Remove Remove the request. Appears only when the request’s status is one of the following:
      • Returned item to partner
      • Request completed
      The Request completed status indicates that the request has either been delivered, or was canceled before it reached the hold shelf.
      • Shipped digitally
      • Canceled by partner
      • Cancel requested
      Cancel Cancel the request. Appears only when:
      • The request is still active
      • The request does not have a status of Loan
      • The request has not been shipped
      • No partner exists or the configured active partner supports the Cancel feature
      When canceling a request, the request’s status becomes Canceled by staff.
      You can also delete requests in Primo, on the My Account tab. When doing so, the borrowing request’s status becomes Canceled. If an item is on the hold shelf when canceled in Primo:
      • The hold request is canceled
      • The item moves to the expired hold shelf
      • The request is marked as Completed
      For details on the Primo My Account tab, see My Account.
      When a request is canceled, a message (Ful Cancel Email Letter) is sent to the patron. To configure the message, see Configuring Alma Letters.
      View Network Resources Opens the Network Zone search results list. The search parameters are the same as they are for View Local Resources. If a query cannot automatically be created (for example, the locate by field OCLC does not exist in the request), a query will run with a single condition of Tag Suppressed equals false. See Adding Network Partners to Resource Sharing Rota.
      Duplicate
      Create a new request based on the existing one. You can then modify the request as required on the Resource Sharing Borrowing Request page. For details on the displayed fields on this page, see the Resource Information Fields table in Adding a New Book or Journal Article and Request Attribute Field table in Creating a Borrowing Request.
      When duplicating a Resource Sharing Borrowing request, the values in the following fields are copied to the new request:
      • Title
      • ISSN, ISBN (Metadata fields)
      • Author
      • Requester
      • Owner
      • Request Status
      • Requested Format
      • Delivery Location
      • Request Note
      Send Appears only when an ARTEmail or ISO partner is configured. Opens the Resource Sharing Borrowing Parameters page, where you configure details to be sent to the partner (see Sending a Borrowing Request). The parameters displayed are those selected for the partner during the partner configuration process (see Resource Sharing Requests).
      Send Query to Patron
      Display the query types configured on the Patron Query Types Code Table page (see Configuring Patron Query Types). The Select email template dialog box appears to select the email template you want to be used for the query. The dialog box also contains a Note to Patron field for a free text note to be included on the letter. If there is only one template type of Query to Patron, the dialog box will appear with just the Note to Patron field available for input.
      For details on system behavior when selecting this option, see step 3 in Resource Sharing Workflow.
      Renew
      Renew a resource sharing borrowing request. A dialog box appears, where you enter a due date for the request and an optional note in the Internal note and/or Note to partner fields. For details on these fields, see step 3 in Rejecting a Borrowing Request. The request status is changed to Renewed by Partner. For more information, see Managing Borrowing Renewals.
      This option appears when Staff renewal is selected for lending requests in the Resource Sharing Lending Workflow Profile (see Configuring Workflow Profiles).
      If the request is renewed, a message is sent to the patron (Ful Borrowing Info Letter) and a renewal fee may be charged. To configure the message, see Configuring Alma Letters. A resource sharing renew fee is set as part of a fulfillment policy; see Adding Fulfillment Policies
      For more information about requesting renewal of a borrowing request, see the ISO ILL: Request Renewal video (10:06 mins).
      Request Renew
      Renew a resource sharing borrowing request. A dialog box appears, where you enter a due date for the request and an optional note which displays in the Notes tab page of the request.
      If the Resource Sharing Lending Workflow Profile has the Renewal Response and Staff Renewal options selected, the request status is changed to Renew Requested. For details on workflow profiles, see Configuring Workflow Profiles.
      If the request is renewed, a message is sent to the patron (Ful Borrowing Info Letter) and a renewal fee may be charged. To configure the message, see Configuring Alma Letters. A resource sharing renew fee is set as part of a fulfillment policy; see Adding Fulfillment Policies.
      If Renewal Response was not selected for the workflow profile, the request is automatically renewed after clicking the Request renew link; the request's status is Renewed by partner, and the Renew link does not appear.
      This option appears for requests with a Received status.
      Receive
      Open the Received Items page where you select a receiving format and enter a temporary barcode to enable receiving the resource (see Resource Sharing Partners). If the generate_resource_sharing_temp_barcode configuration setting is set to true, the temporary barcode is displayed automatically (see Configuring Other Settings).
      Recall
      Recall shipped items when a local hold request is placed for that resource. The recall function is applicable to both ISO and email partners.
      You can configure which loans are recalled first if the requested resource has both copies that were shipped to a remote borrower and copies loaned to local patrons. The parameter that controls this choice, rs_prefer_recall_method, defaults to False (see Configuring Other Settings). Changing it to True recalls the shipped item first, rather than the locally loaned copy.
      Recalls are supported if the borrowing workflow profile includes the Recall item action (see Configuring Workflow Profiles). In that case, borrowing requests display a new action, Recall.
      For more information about the recalling resource sharing requests, see the Resource Sharing Request Recalls video (7:33 mins).
      Edit Shipping Cost This allows the user to update the shipping cost without opening the full edit form for the borrowing request. The option is also available for completed requests.
      General Message Send a general message with a borrowing request to a lender (see Sending a General Message With a Resource Sharing Request).
      Reject Mark a request rejected by the lending institution as Rejected (see Rejecting a Borrowing Request). Reject is only visible if the workflow option Reject is enabled.
      Return
      Appears when the request is received by the library (and not as 'Physical non-returnable') and has not yet been returned to the partner. If the borrowing Workflow Profile for the partner includes the Lender check in option, the request status is changed to Returned item to partner (see Configuring Workflow Profiles).
      The Resource Sharing Return Slip Letter is printed when returning a borrowing item to the lender. For more information, see Configuring Alma Letters.
      For more information about the returning items to the lender, see the ISO ILL: Lender Checked-in Message video (8:35 mins).
      Externally Obtained Sends a request using the GetItNow service. See Sending a Request for a CCC GetItNow Resource.
      Locate Resource Manually activates the Borrowing Locate process. This action only appears if the request has an assigned partner or rota. See Borrowing Locate Process.
      View Local Resources If local resources exist but a borrower creates a resource sharing request, you can view the local resources for the request (see Viewing Local Resources on a Borrowing Request).
      Recalculate Rota Assignment To attach a rota to a request based on configured rota assignment rules, click the Recalculate Rota Assignment link to attach the rota to the request according to the configured rules (see Configuring Rota Assignment Rules).
      Reassign Reassign a task to another user (see Reassigning a Task).
      Release Assign (on the Assigned to Me tab) Move the task from the Assigned to Me tab to the Unassigned tab.
      Check Out to Patron Marks that the patron received a physical non-returnable item and completes the request. 
      Resend Patron Email For digital requests with document delivery, the email may be resent may be resent to the patron.
      More details Opens a pop-up window displaying additional details about the request that are not displayed in the request's listing on the Resource Sharing Borrowing Requests page.
      You can perform actions on multiple requests simultaneously using the following buttons:
      • Change Status – Select the check boxes of the relevant requests, select a status from the drop-down list and click Change Status.
      • Remove Requests – Select the check boxes of the relevant requests and click Remove Requests. The requests are removed from the Resource Sharing Borrowing Requests page.

    Reassigning a Task

    You can reassign a task only if you are assigned the task or if it is unassigned. A user with a Fulfillment Services Manager role additionally has access to the Asigned to Others tab, where that user can manage all requests, regardless of their assignment.
    To reassign a task:
    1. On the Resource Sharing Borrowing Requests Task List page (Fulfillment > Resource Sharing > Borrowing Requests), click Reassign for the relevant task. The Assign To dialog box opens.
      Assign To Dialog Box
    2. From the Assign to drop-down list, select an operator.
      The list of operators includes only those users who have the Fulfillment Services Operator role.
    3. In the Note field, enter notes, as needed.
    4. Select the Send as e-mail check box to notify the operator of the new assignment.
    5. Click Assign To.

    Sending a Query to the Patron

    Depending on the configured patron query templates settings (see Configuring Patron Queries), one of the following occurs:
    • If you are using patron query templates, and there is only one template, and if Edit if Single is set to true, the Email Message dialog box opens. This is where you configure a message to send to the patron by email.
      EmailMessage_Dialog.gif
      EmailMessage_Dialog.gif
      Email Message Dialog Box
    • The Subject field contains the External Identifier of the request (if one exists).
    • The Body field contains text relating to the requested resource. You can update the text in this field, as needed. Enter the text for the patron by replacing the string [please enter your query here] under Query to patron:
    Modify the contents of the email message as needed, and click Send Email.
    The actions that can be performed on this page are determined by the status of the request, and the workflow profile configured for the partner.
    For details on configuring workflow profiles, see Workflow Profiles.
    For details on borrowing resource requests activities, see Managing Resource Sharing Borrowing Requests.
    • If you are using patron query templates, and there is only one template, and Edit if Single is set to false, the query is immediately sent.
    • The query is also sent immediately if you are using patron query types and there is only one type defined.
    • If you are using patron query templates and there is more than one template – The Select Email Template dialog box appears, where you select the template you want to use.
      MultipleTemplates.gif
      MultipleTemplates.gif
      Select E-Mail Template Dialog Box
      Click Open for Edit to edit the contents of the message before sending it, or click Send Email to send the query immediately, without editing its content.
      The dialog box also appears if you are using patron query types and there are multiple types defined. In this case, only the Send Email button appears.

    Sending a General Message With a Resource Sharing Request

    You can send a general message with a resource sharing borrowing or lending request. The message appears on the request's General Messages tab when clicking Edit or View for the request.
    General Messages can be sent only if:
    • The request is an ISO request
    • The request has already been sent (this limitation is for borrowing requests only)
    Additionally, there is a General Messages facet, which enables you to filter requests by those containing active general messages.
    For more information about sending a general message with a resource sharing request, see the ISO ILL: Send General Message video (2:43 mins).
    The following procedure describes sending a General Message with a borrowing request to a lender. A General Message can also be sent from a lending request to a borrower in the same manner.
    To send a general message with a Resource Sharing request:
    1. On the Resource Sharing Borrowing Requests page (Fulfillment > Resource Sharing > Borrowing Requests), locate an ISO request. Select General Message from the row actions list. The General Message dialog box appears.
      The General Message link also appears on the Resource Sharing Lending Requests page for ISO requests.
      General Message Dialog Box
    2. In the Message field, enter a message and click Send. The message is sent to the lender. The request is limited to 1,000 characters.
    3. On the Resource Sharing Lending Requests Task List page (Fulfillment > Resource Sharing > Lending Requests), locate the message with the external identifier belonging to the Borrowing request message, and click Edit. The Resource Sharing Lending Request page opens.
    4. Click the General Messages tab. The General Messages page appears, and the general message sent by the borrower appears in the table with Type = Received.
    5. When the message has been noted or acted upon, click Dismiss to remove the message from the page. The Dismiss button appears only for messages with Type = Received.
      You can view requests that have received messages (messages of Type = Received) that are active by clicking the Active General Messages link in the General Messages facet on the left side of the Resource Sharing Lending Requests Task List or Resource Sharing Borrowing Requests page.
      You can also access active general messages by clicking either the Lending request with active general messages – unassigned or the Lending request with active general messages – assigned to you links on the Tasks list.

    Viewing Local Resources on a Borrowing Request

    If local resources exist but a borrower creates a resource sharing request, you can view the local resources for the request. Viewing the local resources can be done while creating the resource sharing request, or after the request has already been created. In either case, the operator may decide to place a local hold request on the matching local resource. If this is done within the process of creating the resource sharing request then the resource sharing request will not be created.
    To view matching local resources while creating a resource sharing request:
    1. Enter a borrowing request. If the requested item already exists in the local institution, the self-ownership pop-up appears.
      Self-ownership Pop-up
    2. Click View Local Resources to bring up a listing of the matching local resources.
      Local Resource List
    3. Click Request from the local item to abort the borrowing request and create a local request. The following confirmation message appears.
      Confirmation of Local Request with No Borrowing Request
    4. Click Confirm Request on the resource listing (Local Resource List) or Confirm on the self-ownership pop-up (Self-ownership Pop-up) if you would like to continue with the creation of the borrowing request rather than place a local hold request. The request appears in the Resource Sharing Borrowing Requests List. The local resources can still be accessed from this point. Each request has a link to View Local Resources.
      Borrowing Request List
    5. Select View Local Resources to return to the resource listing (Local Resource List). You can still create a local request even though the resource sharing request has already been placed. When you click Request, the following message appears:
      Confirmation of Local Request with Borrowing Request Already Existing

    Viewing Borrowing Request Actions

    The Audit tab displays the actions taken on resource sharing borrowing or lending requests, such as changing the request’s status, adding a shipping cost, and so forth. The Audit tab is available when editing a resource sharing request.
    The Audit tab may be viewed in full mode or in brief mode. You can configure what type of lines will display in brief mode.
    To view resource sharing borrowing and lending request actions:
    1. On the Resource Sharing Borrowing Requests page (Fulfillment > Resource Sharing > Borrowing Requests), click Edit for a request. The Resource Sharing Borrowing Request page displays.
    2. Click the Audit tab. The Audit tab page displays the list of actions performed on the resource sharing borrowing or resource sharing lending request. The view mode may be selected (Brief or Full) from the drop-down list in the Audit tab. The full option will display all audit records for the request. The brief option will display only those enabled in the configuration page, Brief Audit Fields (see Configuring Brief Audit Fields).
      Audit Tab Page

    Rejecting a Borrowing Request

    You reject borrowing requests that have been rejected by the lending institution. Requests are rejected for a variety of reasons. For example, if an item is already on loan or is not found in the library, it is rejected by the lending institution, and you can mark it as rejected at the borrowing institution.
    To reject a request in the borrowing institution, select Reject from the row actions list of a borrowing requests. The reject action also appears in the Rota tab of the request and in the list of actions available on the pull down menu at the top of the borrowing requests page.
    There is a lending workflow option, Reject, that controls whether the reject action appears on the action list of the request and on the rota tab. The option is enabled by default and will allow the reject button to be visible. If the workflow option is disabled, the reject action will not appear. Reject will still be an option on the pull down menu, but selecting it while the workflow action has been disabled will cause an alert to appear at the top of the page and the reject action will not be executed. Hiding the reject action may be especially useful for ISO requests, where the rejection is expected to be received as a message sent by the lender.
    To mark a request as rejected by the lending institution:
    1. On the Resource Sharing Borrowing Requests page (Fulfillment > Resource Sharing > Borrowing Requests), click Reject for a request. The Reject Request dialog box opens.
      Reject Request Pop-up Window
    2. Select a reason for the rejection in the Reject reason field.
    3. Optionally, add a note in either or both of the following fields: This note appears in the following format: <Name of partner><Note text>
      • Internal note: A note that appears only on the side from which it is sent (that is, when configuring a note from the borrower, the note appears only in the list of borrowing requests. When configuring a note from the lender, the note appears only in the list of lending requests). These notes do not appear on the Audit tab, and are to be used for notes not intended to be publicized (that is, they are not sent to the peer partner). An example of a note would be a borrower writing, This lender has historically been difficult to deal with.
      • Note to partner: The note that is sent to the partner. This note appears in the Notes tab of both the sender of the note and the receiver of the note, and on the request’s Audit tab (i.e. – Only in reading room).
    4. Optionally, click Notify user to send a notification to the requesting patron regarding the rejection.
    5. Click OK. The request's citation status changes to Rejected the borrower request, and the Reject reason and Reject note are displayed in the Notes tab for the request. (Click the Edit link for the request to view the Notes tab. You can also select Borrowing requests with active notes from the Tasks list. This link leads to the Resource Sharing Borrowing Requests page, filtered by Notes from Partner.)

    Managing an Overdue Borrowing Request

    Alma automatically marks ISO and email lending requests whose due date has arrived as Overdue request. In addition, Alma automatically sends ISO and email messages about these requests to the borrower. When using ISO, Alma automatically updates the borrower's request status based on this message.