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    Rapid request was Filled, but no file was delivered

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    • Product: RapidILL
    • Relevant for Installation Type: Multi-Tenant Direct, Dedicated-Direct, Local, TotalCare

    This article is relevant for:

    • RapidILL borrowers that do NOT use Odyssey.
    • RapidILL lenders that DO use Odyssey.

    For trouble receiving borrowed files in ILLiad, please see our article on trouble receiving files for ILLiad borrowers.

    Keywords: RapidILL, Odyssey, ILLiad, RapidX, file, missing, Filled, borrowing, request

    Problem:

    A RapidILL request was filled, but no file arrived in RapidX. When you search for the request in the Rapid website (Tools>Status Check): 

    1. The request status is "Filled" and not "Filled via RapidX".
    2. No file is available for download.
    3. The slip contains "Odyssey" and "odyssey.rapid.exlibrisgroup.com/ILL" on the top right.

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    Note: for borrowers using the Alma/Rapido integration, this will appear as a request in status "Sent to Partner" with no update from RapidILL in over 72 working hours, for which a file was never received.

    Explanation:

    This can happen when a lender uses Odyssey to deliver files. RapidILL integrations that use Odyssey allow lenders to mark requests as "Filled" regardless of if Rapid received a file for the request. This is because this would be expected behavior when both the borrower and the lender use Odyssey, and the file does not go through RapidX at all.

    However, when a borrower does not use Odyssey, a final "Filled" status (as opposed to "Filled via RapidX") is never expected for digital requests. The ILLiad lender should be sending the file to the RapidX Odyssey address "odyssey.rapid.exlibrisgroup.com/ILL", which will allow the file to be delivered to the borrower via RapidX as expected. This type of issue usually indicates that the lender sent the file to the wrong address due to a human/workflow error, or a configuration error on their end.

     

    Solutions for Borrowers:

    Using Resend/Move On:

    1. In the RapidILL website, navigate to Tools>Status Check and look for the relevant request.
    2. On the top right of the slip you should see the Resend and Move On links.
      • Note: The Resend and Move On workflows are only available for one week after the request is filled.
    3. Clicking on "Resend" will ask the same lender who marked the request as filled to resend the file. A pop-up will appear where you can add a note.
      We suggest the following template: "No file was received. Please confirm that the configured address for this borrower is odyssey.rapid.exlibrisgroup.com/ILL before resending."
    4. Clicking on "Move On" will instruct Rapid try to find a different lender for this request. Note that if another lender is not found, the request may go unfilled.

    This solution can be used by RapidILL libraries that are NOT integrated with Rapido. Rapido institutions may use the "Resupply" workflow in place of a the Resend action.

     

    Contacting the Lender Directly:

    You may contact the lender directly via their contact details in Rapid. This is useful for when the Resend and Move On workflows are no longer available.

    1. Go to your Rapid website and Navigate to Settings>Rapid Library Directory.
    2. Search for your lender to find their contact information.
    3. Contact the lender via your preferred method and mention the following points:
      • The Rapid number(s) of the relevant request(s).
      • The files they sent did not arrive to the Rapid website as expected via RapidX.
      • How were these requests filled? Perhaps there was a workflow error.
      • What is the IP address they have configured for your institution in their ILLiad? It should be: odyssey.rapid.exlibrisgroup.com/ILL .

     

    Solutions for Odyssey Lenders:

    If you are confident you are sending your lending files, but non-Odyssey borrowers are reporting that no files are being received, please try the following troubleshooting steps:

    1. Make sure that the address configured for your non-Odyssey borrower is: odyssey.rapid.exlibrisgroup.com/ILL
    2. Make sure that the IP address you are sending from matches the IP address we have configured for you:
      • Login to your RapidILL website.
      • Settings>My Profile>Branch and Contact Information section>Edit the relevant branch.
      • Under E-delivery Lending (Sending), make sure that the Preferred Delivery Method is Odyssey and that the IP address matches the one you actually send your files from.

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    • Article last edited: 17-Oct-2023