How To: Staff workflows for Alma Requests- Local and AFN

When an institution owns multiple available copies of the same title on the same holding, Alma will accept any available copy of the title on that holding to fulfill the request. These requests will not include a barcode for a specific item attached to the request, if mutiple copies are attached to the same holdings record in Alma.
Note: This is different than a title having multiple volumes. Volume-specific requests are a different workflow.

How to detect these requests:

• When library staff go to the shelf to retrieve the requested item, there are multiple identical copies shelved together.
• When staff print the patron physical item requests listed in the Fulfillment> Resource Requests> Pick from Shelf list (directions for printing included above under the section "Supplying Library: Logging in and Retrieving Requests"), the pick from shelf slip will not include a barcode for a specific item.
  • Note: Please double-check that the pick from shelf slip DOES NOT include the volume-specific details as described in the subsection below: "Requests with submitted Volume details." Volume-specific requests are a different workflow.
  • Sample pick from shelf slip with no barcode included on the slip, and no volume-specific details.
    
• Additionally, if reviewing the request in the pick from shelf list, staff can click to select the hyperlinked digit following the "Requests" label. This will open the request details screen.
  • Sample request in the pick from shelf list:
    
  • After the request details screen opens, notice that the Barcode field in the details table is blank, and the "Maximum Active Requests" value in the title information area of the request includes a value higher than 1.
    

Steps to fill these request with the appropriate item:

1. Locate any available copy of the title from the shelving location indicated in the reqeust.
2. In Fulfillment> Scan in items> scan the barcode for the selected item. This will fulfill the request.
   • The item will either prompt to be placed on the hold shelf, or to be placed in transit, depending on the patron's chosen pickup location.

When an institution owns multiple available copies of the same title, on different holdings, it is possible to have Alma transfer the request between holdings if the material(s) in the originally-requested location are unavailable.

How to detect these requests:

• When when reviewing the request in the pick from shelf list, staff will see the option to "Skip Location" in the action buttons for the request, or, listed as an option under the row action ellipsis button for the request. 
  
  • Whether the "Skip Location" option displays as a button or as an option under the row action ellipsis, when an available action for a request, depends on the column display choices set by each individual staff user. To adjust the column display choices:
    1. Open the Fulfillment> Resource Requests> Pick from Shelf list. Locate the "gear" symbol in the upper right corner of the display.
       
    2. After selecting the "gear" symbol, adjust by dragging and dropping your "Action order" buttons so that "Skip Location" is either Button 1 or Button 2.
       Remember, the button will only be offered in the pick from shelf list if the choice is an option for the request; if there are no other holdings for the title at your institution, you will not see the "Skip Location" button, and the first-listed option under the "More" area of configuration will display as a button instead.
       

Steps to fill these request with the appropriate item:

1. After determining that all copies of the requested title at this location (aka, attached to the current holding) are unavailable to fulfill the request, but that there are available copies in another location at your institution (aka, attached to a different holding), select the "Skip Location" button or menu item to prompt Alma to move the request to the items on your library's other holding.
   
2. After selecting "Skip Location," Alma will prompt you to confirm that "Are you sure you want to move the request to a different holdings?" Select "Confirm".
   
3. After confirming, Alma will display a pop-up informational message that says "Request location was changed to [the Name of the Next Location]."
   
4. The request should now display in the Pick From Shelf List for the library circulation desk associated with the next holdings location.

Requests with submitted Volume details

If the request contains patron-added volume information, Alma will be unable to confirm (on its own) that a specific item owned by the library receiving the request will be able to fill it; the request will need staff intervention.

How to detect these requests:

• When staff visit Fulfillment> Scan in Items to scan the item's barcode, the item will prompt to be reshelved. A pop-up on the side of the pick-from shelf screen will notify staff that there is possibly a request the item could fulfill.
  • Pop-up note from Pick from Shelf screen:
    
• If the request contains patron-added volume information, the pick from shelf slip (if printed) will contain two details that staff can review:
  • Please Note: The following manual description has been specified in this request [info here]
  • System Notes: The system could not find any items that can fulfill this request.
    

Steps to fill these request with the appropriate item:

1. After staff scan in the item under Fulfillment> Scan in items> Scan item barcode, the pop-up note mentioned above should display on screen.
   
   • Note that the "Destination" field in the table states that the item should be "reshelved" to its current shelving location as well.
2. To fill the request with the item, select the Ellipse in the row for the item on the Scan in Items screen, and then select "Attach to request."
   
3. A new pop-up menu should open, listing the requests for that title, associated with that scanned item.
   Select the checkbox for the request.
   Then select the "Attach" button.
   
4. Selecting the "Attach" button will automatically scan in the item a second time; this time the destination should be the patron's pick-up location and a Transit Letter may be printed.

Since the volume field in the request form is a free-text field, a patron could potentially enter multiple volume numbers into a single request. However, Alma can only send one item per request.

Below are steps to fill the initial request for one item, and steps for staff to place and fill additional requests for the additional requested volumes. This workflow should work for both your own local patrons placing such a request, or an I-Share patron placing such a request.

1. When a patron requests multiple items on a single request, begin by making notes of details about the initial request to use for the subsequent request(s) for the additional volumes.
   Copy down:
   • Requesting patron's name
   • Title requested by the patron, including ISBN or MMSID to help identify.
   • Volume numbers requested by the patron
2. Fill the request initially placed by the patron for one of the Volumes the patron requested, using the steps above for "Requests with submitted Volume details."
   As you fill the request, make additional note of:
   • Patron's pick up institution
   • Patron's pick-up library

If your library CAN fill an additional request for other volume(s) requested by the patron:

1. Do a Physical Items search for the title, and locate the additional volume of the title you are able to supply.
   • A Physical Items search allows you to request a specific copy of the title from your catalog.
2. Locate the volume you wish to request in the results.
3. To the right of the display, locate the Request button (not Resource sharing request). You may need to click the ellipse if the Request button is not visible.
   
4. The Create Request form will open and prompt you to select the request type. Select the Request Type of Patron physical item request.
5. The full Create Request form for Patron physical item requests will open.
   • Fill out Requestor information, Pickup Institution, and Pickup At location.
6. Submit the request in the upper right. The request for the volume should now display in the holding library's Fulfillment> Pick from Shelf list.

If your library CANNOT fill an additional request for other volume(s) requested by the patron:

• Contact the patron's home library with the request details, and ask them to submit the request for the additional volume(s) in Alma on behalf of their patron.
  • Since the patron is not your library's home patron, and the item is not your library's item, the I-Share request you would have to place would NOT work if your library tried to place one for the patron.
• A library who is contacted with this information can use the directions on this page under "Staff Workflow for Placing Requests on Behalf of a Patron" then "In Alma: To place an I-Share request for another I-Share library's copy of a title not-owned by your library."

Since the volume field in the request form is a free-text field, which requires the patron to manually input their desired volume, patrons may forget to input that volume information.

From talking with staff at the I-Share libraries during the "Let's Talk About Fulfillment" sessions, many library staff are choosing one of two options, outlined below.

Option 1) Send all volumes for the title: When the multi-volume set was a small number of volumes, such as 2 or 3, many libraries are choosing to automatically send all volumes for the title, rather than taking the additional step of contacting the patron.
You can send multiple volumes using the directions above for: Patron requested multiple volumes of a title in a single request (even though there is no volume information entered into the request itself).

Option 2) Contact the requesting patron to inquire which volume(s) they had intended to request. To contact the patron to ask which volume(s), here are the steps to find the requesting patron's email address or phone number:

1. Locate the request for the title in the Pick from Shelf List.
   
2. The line in the request labeled "Fulfillment Network Institution Code" will contain the user's home institution's 3 letter I-Share code. In this example, 01CARLI_SIC, the SIC represents Southern Illinois University- Carbondale. Make note of the patron's home institution.
3. The line in the request labeled "Requests" should be followed by a number. Select that number to learn more about the request, including the requesting user's name.
   
   • Note that the Barcode column is blank; since this request is in Alma as a title-level request, Alma has not decided which specific item should be used to fulfill the request.
   • Note the Requester column: it should contain the requesting patron's name.
4. Copy the user's name from the Requester column.
5. Use the persistent search bar to do a User search for the requester's name.
   • Since the user has an active request at your institution, Alma has automatically saved a linked user record to your Alma IZ.
     • As such, you can look up the user through the "User" search, without needing to do a Fulfillment> Manage Patron Services> "Find user in other institution" search.
     • However, you may do Fulfillment> Manage Patron Services> "Find user in other institution" search if the patron has a common name.
6. After locating the user's record from the search, open their record to confirm their home institution.
7. Contact the patron to ask which volume(s) they wanted to request.
   • The Contatct Information tab should include their preferred email address, and/or their preferred phone number.
     • You can contact the requester directly to inquire which volume(s) they wanted from the title.
     • You can also contact the requester's home library to ask for assistance in contacting the patron, if you prefer.
   • Note: Since this is a title level request, the request does not display for the user on the Requests tab under "Manage fulfillment activities."
8. If/when you hear back from the patron before the request is automatically cancelled in Alma (after 7 days):
   • If they want only one volume, you can fill the request using the directions above for: Requests with submitted Volume details (even though there is no volume information entered into the request itself).
   • If they want multiple volumes, you can fill those requests using the directions above for: Patron requested multiple volumes of a title in a single request (even though there is no volume information entered into the request itself).

Requests by Local Patrons

The directions for local patrons vary depending on several factors including, 1) The patron's user group is I-Share eligible, 2) Your library is participating in AFN lending/borrowing, and 3) The material is of a type that can be requested through I-Share.

• If the answer is NO to any of those three conditionals, then you will use the "Cancel" workflow below.
• If the answer is YES to all of the three conditionals, you can use the "Convert" workflow below.

Cancel Workflow

When your library has a local request that you are unable to fulfill, and you are also unable to convert it into an I-Share Resource Sharing request, you can cancel the request from the Fulfillment> Pick from Shelf screen. Before canceling, double-check that the request is a "Patron physical item request."

You can also confirm that the request is a local request because the request on the Pick from Shelf screen will not mention the Network Identifiers (See the Request by I-Share Patrons section below for an example of network identifiers). The patron may have also selected your institution as the Pickup Institution.

1. After confirming the request is a local request, that is unable to be filled, in the Alma> Fulfillment> Pick from Shelf list, locate the request and select the "Cancel" button.
   
2. The cancel window will open.
   On this screen, you can:
   • Update the cancellation reason that will be recorded for record keeping, as well as included in the letter emailed to patrons.
   • Add an additional cancellation note, that would be included in the Cancellation letter emailed to patrons.
   • Check or uncheck the "Notify user" checkbox; this checkbox determines whether Alma will email a Cancellation letter to the patron.
   • After you've made your selections, select the "Confirm" button.
3. After clicking confirm, you should receive a "Cancellation Successful" alert. The request will disappear from the pick from shelf list. If you chose to notify the patron, they should receive the email.
   

Convert Workflow

When your library has a local request that you are unable to fill, where the request was placed by an I-Share eligible patron, where the patron selected your institution as the Pickup Institution*, and your library is lending/borrowing through the AFN, your library can convert it into an I-Share Resource Sharing request.

*If the patron selected another I-Share library as their pick-up location, staff will want to place a new I-Share request for the patron using the steps on this page under "Staff Workflow for Placing Requests on Behalf of a Patron" and then cancel the original request using the Cancellation step above. Alma cannot directly convert a local request into an AFN resource sharing request, if the patron's pick-up institution is another I-Share library.

Library staff must have either the Fulfillment Services Manager or Fulfillment Services Operator role scoped to the Resource Sharing Library to convert requests.

• Preparation for converting a local request for Resource Sharing:
  • Double-check that the request is a "Patron physical item request."
  • Confirm that the request is a local request by noting the Pick from Shelf screen does not display the Network Identifiers (See the Request by I-Share Patrons section below for an example of network identifiers) for the request.
  • Confirm that the patron selected your institution as their pick-up institution by using the

1. After confirming the request is a local request, in the Alma> Fulfillment> Pick from Shelf list, locate the request and select the ellipse for the request.
   From the menu that opens, select "Convert to Resource Sharing."
   
2. A confirmation message will display asking you to confirm the conversion. Select Confirm.
   
3. You should receive a confirmation message that the request was successfully converted to a resource sharing request, and the request will disappear from the pick from shelf list. Behind the scenes, Alma will build the lender string, and forward the request to an I-Share library.
   

Requests by I-Share Patrons

When you are unable to fill a request for an I-Share patron, "canceling" the request is the process used by Alma to promote the request to the next I-Share library in the lender string.

You can tell a request is an I-Share request when it is a patron physical item request AND it contains Fulfillment Network Borrowing identifiers. See secreenshot below for the location of those identifiers.

1. When you are unable to fill a requets for an I-Share patron, select the "Cancel Request" button.
   
2. The Confirm Request Cancellation box should open.
   
   On this screen, you should:
   • Update the cancellation reason that will be recorded for record keeping.
   • Optional: Add an additional cancellation note, that would be recorded in Alma.
   • Uncheck the "Notify user" checkbox- since the request may promote to another I-Share library after your library cancels the request, we don't want to over-notify the patron with cancellation messages.
   • After you've made your selections, select the "Confirm" button.
3. You should receive a confirmation message that the request was successfully cancelled, and the request will disappear from the pick from shelf list. Behind the scenes, Alma will promote the request to the next I-Share library in the lender string.
   

Use the Request button to place local requests, where your patron is requesting your library's item, for pick-up at either your library, or at another I-Share library.

1. Log into Alma with your staff username and password; select the appropriate Circulation desk from your available locations.
2. Do a Physical Items or Physical Titles search.
   • A Physical Items search allows you to request a specific copy of the title from your catalog.
   • A Physical Titles search allows you to place the request for any copy of the title from your catalog.
3. Locate the title you wish to request in the results.
4. To the right of the display, locate the Request button (not Resource sharing request). You may need to click the ellipse if the Request button is not visible.
   
5. The Create Request form will open and prompt you to select the request type. Select the Request Type of Patron physical item request.
6. The full Create Request form for Patron physical item requests will open.
   • Fill out Requestor information, Pickup Institution, and Pickup At location.
7. Submit the request in the upper right. The request should now display in the holding library's Fulfillment> Pick from Shelf list.

Use the Resource Sharing Request button to place an I-Share request for another I-Share library's copy of a title owned by your library.
The request can be picked-up at either your library, or at another I-Share library.

1. Log into Alma with your staff username and password; select your appropriate Circulation desk from your available locations.
2. Do a Physical Items or Physical Titles search. The results will display in your Institution zone.
3. Locate the title you wish to request in the results.
4. To the right of the display, locate the Resource sharing request (not Request button). You may need to click the ellipse if the Resource sharing request button is not visible.
   • If you still do not see the Resource sharing request button, your user account may not have the roles needed to permit the action in Alma. Staff who should be able to place I-Share requests for local patrons in Alma, should have either Fulfillment Services Operator or Fulfillment Services Manager scoped to the institution and to the Resource Sharing Library.
5. The Resource Sharing Borrowing Request form will open.
   
   • Fill in the following information:
     • Requestor information,
     • Date Needed By,
     • Delivery Location should be set to "Deliver to Library,"
     • Preferred Pickup Institution,
     • Preferred Local Pickup Location,
     • then select the Add Rotas button, and select the checkbox next to "Fulfillment NZ Rota" then Select.
       
       • Note: "Add Rotas" is the preferred option in this process, as it does not usually matter which library fills the request. However, it is also possible to select "Add Partner" to select a specific I-Share library's copy of a title. If that library is unable to fill the request, or unable to receive the initial request, Alma will be able to promote it to another I-Share library (if available).
6. Save the request in the upper right.

Use the Resource Sharing Request button to place an I-Share request for another I-Share library's copy of a title owned by your library.
The request can be picked-up at either your library, or at another I-Share library.

1. Log into Alma with your staff username and password; select your appropriate Circulation desk from your available locations.
2. Do an All Titles search. Review the results on the Network Zone tab.
3. Locate the title you wish to request in the results.
   
4. To the right of the display, locate the Resource sharing request (not Request button). You may need to click the ellipse if the Resource sharing request button is not visible.
   • If you still do not see the Resource sharing request button, your user account may not have the roles needed to permit the action in Alma. Staff who should be able to place I-Share requests for local patrons in Alma, should have either Fulfillment Services Operator or Fulfillment Services Manager scoped to the institution and to the Resource Sharing Library.
5. The Resource Sharing Borrowing Request form will open.
   
   • Fill in the following information:
     • Requestor information,
     • Specific Edition Only
     • Date Needed By,
     • Delivery Location should be set to "Deliver to Library,"
     • Preferred Pickup Institution,
     • Preferred Local Pickup Location,
     • then select the Add Rotas button, and select the checkbox next to "Fulfillment NZ Rota" then Select.
       
       • Note: "Add Rotas" is the preferred option in this process, as it does not usually matter which library fills the request. However, it is also possible to select "Add Partner" to select a specific I-Share library's copy of a title. If that library is unable to fill the request, or unable to receive the initial request, Alma will be able to promote it to another I-Share library (if available).
6. Save the request in the upper right.

If a patron notifies you that they do not want an item that is on the hold shelf, but the hold shelf period has not yet expired:

1. In Alma, go to Fulfillment> Active Hold Shelf
2. Find the item the patron did not want in the list, and select the Update Expiry button.
3. Change the expiration date to be yesterday's date.
4. You should then find the item on the Fulfillment> Expired Hold Shelf list> "Send to Institution" tab.
   • Refer to the steps below for "How to Return an item to another I-Share library after the hold has expired" for more details.
5. For that item, select "Transit" to prompt Alma to create a transit slip for you to return it.
   • You do NOT need to additionally Fulfillment> Return the item in Alma, selecting the "Transit" link for the item is enough.

If a patron notifies you that they do not want an item that is on the hold shelf, but the hold shelf period has not yet expired, you have multiple options:

Option 1: Expire the hold

1. In Alma, go to Fulfillment> Active Hold Shelf
2. Find the item the patron did not want in the list, and select the Update Expiry button.
3. Change the expiration date to be yesterday's date.
4. You should then find the item on the Fulfillment> Expired Hold Shelf list and then "Reshelve," "Send to Circulation Desk," "Sent to Library," or "Activate Next" depending.
   • Refer to the steps below for these topics for more details.

Option 2: Cancel the request

1. In Alma, go to Fulfillment> Active Hold Shelf
2. Find the item the patron did not want in the list, and select the Cancel button.

When an item's hold period expires, it will still be listed on the Active Hold Shelf List, but it will ALSO be listed on one of the tabs on the Expired Hold Shelf Items page. Each business day when delivery is available, library staff should check the Expired Hold Shelf for material to return to the item's home institution.

If the hold has expired for an item that belongs to another I-Share library, that item will be listed on the "Sent to Institution" tab.

1. On the Expired Hold Shelf Items page, open the "Send to Institution" tab.
2. Locate the item(s) on your physical hold shelf to make sure they are still available/unclaimed.
3. Use the "Transit" option to direct Alma to return the item to its home institution.
   • To transit a single item, select the "Transit" link under the item record.
   • To transit multiple items simultaneously, check the check box for the item, and then use the Transit button.
   • You do NOT need to additionally Fulfillment> Return the item in Alma, selecting the "Transit" link for the item is enough.

When an item's hold period expires, it will still be listed on the Active Hold Shelf List, but it will ALSO be listed on one of the tabs on the Expired Hold Shelf Items page. Each business day, library staff should check the Expired Hold Shelf for material to return to the item's home library.

If the hold has expired for a local item that belongs to another branch library, that item will be listed on the "Sent to Library" tab.

1. On the Expired Hold Shelf Items page, open the "Send to Library" tab.
2. Locate the item(s) on your physical hold shelf to make sure they are still available/unclaimed.
3. Use the "Transit" option to direct Alma to return the item to its home institution.
   • To transit a single item, select the "Transit" button listed for the individual the item record.
   • To transit multiple items simultaneously, check the check box for the item, and then use the Transit button at the top of the list of all items.
   • You do NOT need to additionally Fulfillment> Return the item in Alma, selecting the "Transit" link for the item is enough.

When an item's hold period expires, it will still be listed on the Active Hold Shelf List, but it will ALSO be listed on one of the tabs on the Expired Hold Shelf Items page. Each business day, library staff should check the Expired Hold Shelf for material to reshelve.

If the hold has expired for an item that belongs to the library where the item was on hold, that item will be listed on the "Reshelve" tab.

1. On the Expired Hold Shelf Items page, open the "Reshelve" tab.
2. Locate the item(s) on your physical hold shelf to make sure they are still available/unclaimed.
3. Use the "Reshelve" option to prepare the item to put back in its typical place.
   • To reshelve a single item, select the "Reshelve" button for the item record.
   • To reshelve multiple items simultaneously, check the check box for the item, and then use the Reshelve button at the top of the list of items.
   • You do NOT need to additionally Fulfillment> Return the item in Alma, selecting the "Reshelve" link for the item is enough.

Library staff can extend the hold expiration date for both local and I-Share materials, as needed.

1. Locate the item on either the Fulfillment> Active Hold Shelf, or for certain statuses, the Fulfillment> Expired Hold Shelf.
2. For the item, locate either an "Update Expiry" button, or "Update Expiry" link. Select that option.
3. Input the new expiration date into the pop-up window, and Save.

Forthcoming. In the mean time, please review: Ex Libris Hold Shelf Management Documentation