| • | What is the overall process of placing a request and replying to a request? |
| • | Is the reply date automatically updated when the status is changed? |
| • | Is there a limit to the number of unanswered requests a library user may have? |
| • | Do some types of requests require additional tasks besides using the Modify Request wizard to reply to the library user? |
| • | Can some requests be placed anonymously? |
| • | Are viewed requests kept indefinitely? Should they be removed? |
| • | What are some basic tasks library staff may schedule on a regular basis? |
| • | Why can a user not create a request? |
| • | Why do certain users see different types of request options? |
What is the overall process of placing a request and replying to a request?
| 1 | The library user places the request in the e-Library. |
| 2 | The library staff reply to the user’s request in WorkFlows by selecting the Modify Request wizard, filling in the Reply Information box on the Reply tab, and changing the request status to Responded, or the library’s equivalent. |
| 3 | A reply will now appear in the e-Library. |
| 4 | The library user then views the request in the e-Library, and may supply follow up information to the library. |
Is the reply date automatically updated when the status is changed?
Yes. Changing the status causes the reply date to be updated as well.
Is there a limit to the number of unanswered requests a library user may have?
Users may be limited to a set number of unanswered requests. This limit is set in the User Profile policy. SirsiDynix Symphony keeps track of how many requests are associated with a user record. This number is increased when the user places a new request and is decreased when a request is removed or replied to by library staff.
If a user attempts to create a request which would exceed the request limit, the following system message appears, and the request is not created.
Request would exceed user’s request limit
This message also appears when library staff use the Modify Request or Create Request wizards to change the User ID or Alt ID, and if the new user ID exceeds the request limit. The request is not created or modified.
Do some types of requests require additional tasks besides using the Modify Request wizard to reply to the library user?
Some request types, such as HOLD or ACADRESV, not only require a reply, but may use a special status and prompt for the execution of additional SirsiDynix Symphony commands, such as Create Hold or Create Reserve. Some requests may need expert assistance, time for research, or need to be directed to another branch.
Note: Replies to request types such as ILL, SEARCHSRV, or PURCHASE depend completely on your library’s procedures for processing requests of this kind.
Can some requests be placed anonymously?
Yes. Some request types, such as Comment or Suggestion, do not require a reply. If a request does not identify the user, no reply can be sent, but the library may take action on the user request in other ways. For example, if a user sends a Comment request that the lights are burned out in the men’s restroom, the library does not need to send a reply to the user, but someone at the library needs to be informed.
Are viewed requests kept indefinitely? Should they be removed?
Viewed requests are retained until they are removed, either manually by the Remove Request wizard, by the library user through the e-Library, or by the Remove Select Request Records report. After a time, viewed requests can build up. Your SirsiDynix Symphony Administrator will need to maintain the request system and determine when viewed request records will be removed.
What are some basic tasks library staff may schedule on a regular basis?
Your library staff should perform the following basic request processing steps on a regular basis.
| • | Review all requests with a status of New. |
| • | Reply to appropriate requests and update their status. |
| • | Reassign other requests as needed and update their status and/or service library. |
| • | Monitor request status through Reports and the Display Request wizard. |
| • | Remove old requests and replies. |
Why can a user not create a request?
Sometimes a user cannot create a request because required information was not provided. Each request type may require user identification, item identification, and/or request or reply text, based on the Request Type policy. The type of request or reply text that may or may not be required is based on the Request Format policy.
Why do certain users see different types of request options?
Depending on the User Access policy and the gateway destinations linked to a user’s login, different request type options may appear. For example, adult users who have logged in may see Place Holds, Suggestions, Search Services, Recommend to Order, and Change Address.
Users logged in as juveniles may see only Search Services and Change Address.
For more information about limiting users to specific request types, refer to the FAQs: Working with Request Formats.