Process requests

Bibliographic matching

Bibliographic matching helps ensure that the library user receives the item they're expecting. When a user's request includes only partial bibliographic information, the system uses the provided information and applies a series of rules to identify the best-matched item. The best-matched record is completely and correctly cataloged in WorldCat, widely held by libraries, and closely matches the item the user requested. Once it identifies the best item, the system automatically adds or updates bibliographic information in the request.

Bibliographic matching requires at least one of the following: ISSN, ISBN, or OCLC number.

• If an ISSN is included, the system uses it to identify the best WorldCat record.
• If an ISSN is not included, the system looks for an OCLC number. If an OCLC number is present, the system uses it to identify the best record.
• If no ISSN or OCLC number is included, then the system looks for an ISBN. If an ISBN is present, the system uses it to identify the best record.
• If no ISSN/ISBN or OCLC number is included, then the system sends the request to staff review.

When an ISSN or ISBN is provided, a title similarity check of 30% is required . For example, a value like "J Clin Psych" would match Journal of Clinical Psychology but not Journal of Business Economics.

This edition and large print matching

When patrons or staff submit a borrowing request, they can choose an edition preference (Any edition, This edition, or Most recent edition) and can enter edition text (for example, "large print"). Previously, This edition and Most recent edition did not change which records bibliographic matching could treat as acceptable; matching followed the same rules as for Any edition.

If staff change edition preference or edition text after a request was processed by automation, you will need to confirm whether your workflow sends the request to automation again so matching can use the updated values. 

For more information about adding Edition preference and Edition text to patron request forms, see Patron Request Workforms. If these fields are already included in your library's patron request forms, no additional configuration is needed. 

Holdings screen

Process Open Access requests

From the borrowing request page, follow the instructions to process Open Access requests.

If your library has enabled Document Delivery (recommended): 

1. Click the Change fulfillment type drop-down at the top of the request page to Document delivery.
2. Select Open access link from the URL type drop-down menu.
3. Paste the URL into the File/URL Field.
4. Click the Complete button to save and update the request.
5. The link will be available to the patron in My Account. 

• If your library has configured automated Document Delivery to Library Patron notifications and the patron has selected to receive email or text message notifications, the appropriate notification will be sent. 

 Note:  If your library has not configured automated notifications, you will need to manually send the notification before marking the request as complete.

6. The request status is updated to Closed (Supplied).

If your library has not enabled Document Delivery:

1. Click the Email button and select the appropriate template or fill out the form to send the patron the Open Access link for the item requested.
2. Open the Request and select Open access from the Change fulfillment type drop-down to record fulfillment of the item.  A confirmation message appears, and the request is updated to Closed (Open Access).

 Caution:  It is important to email the patron the Open Access link to the requested item before clicking Open Access because when the request is updated to Closed (Open Access), the patron information attached to the request will be cleared.

 Note: Requests filled via Open Access will be included in monthly statistical reporting.

Receive items (from In Transit status)

Follow the instructions below to mark an item as received.

To mark an item as received:

1. From the Borrowing Requests category, click In Transit.
2. Click the request ID or Title to display a request.
   • Note: Request queues where batch processing is available include an icon in the left navigation sidebar.
3. Click Mark received.
4. A confirmation message appears and the request appears under the category Borrowing Requests > Received > Received/In Use.

Renew item (from Received status)

Follow the instructions below to renew a request item.

To renew an item:

1. From the Borrowing Requests category, click Received.
2. Click the request ID or Title to display a request.
3. Click Request renewal. From the drop-down, determine whether to request renewal:
   • With desired due date
     • Enter a Desired due date.
   • WIthout desired due date
4. Click Renew item.
    Caution: When suggesting a desired due date, be sure to consult the lender’s renewal policies by scrolling down in the request form and clicking the question mark icon () to open the lender’s Policies Directory profile.
5. A confirmation message appears and the request appears under Borrowing Requests > Received > Renewal Requested. 

 Note: Tags can be used to track requests and viewed in the Borrower renewal queues. See Tags for more information.

If the lender accepts the renewal request, they will determine the new due date.  If you have selected to offset the patron's due date, the offset date will display to the patron in My Account and in the notifications they receive.  Please see Patron Request Management for more information about offsetting the patron due date.

If the lender denies the renewal request, the original due date will remain.

Mark a request as Lost

If a received item is missing, mark the request as Lost to alert the Lending library.

To mark an item as Lost:

1. From the Borrowing Requests category, click Received.
   • Items can be marked as Lost from the Received/ In Use, Renewal Requested, Renewal Approved, Renewal Denied, Overdue, and Recalled queues.
2. Click the request ID or Title to display a request.
3. Select Mark as lost on the request detail screen.

The request status is updated to Lost and the request moves to the Received but Missing queue for both the borrowing library and the lending library.

If the item is recovered, return or renew the item.  See Return items for more information.

Unfilled Requests

If a request is not filled by any of the lenders in the Lender String, the request will age to Unfilled.  Options for Unfilled requests include Resend Request, Change Fulfillment Type, or Cancel Request.

To resend the request:

1. Click on the request ID of the unfilled request.
2. Under Lending libraries, enter additional lenders into the Lender string.
   • The Supplier history appears below to indicate the lenders who have previously received this request and their response.
3. Optional.  Edit the bibliographic data in the Request Details, Borrowing Notes, Billing Notes, or IFM Maximum Cost.
   • Search options appear for Title, Author, ISSN, ISBN, and OCLC Number fields.
   • The Preferred edition field is not editable.
4. From the request screen, click Resend request.
5. The request will move to Awaiting Response.

You can change the Fulfillment type of an unfilled request to a Purchase request, WMS Acquisitions (if enabled) or Document delivery (if enabled). 

To change the fulfillment type of the request:

1. Locate the request you want to change.
2. In the request, click Change fulfillment type and select one of the following:
   • Document delivery
   • Purchase request
   • WMS acquisitions
3. The request moves to the new fulfillment type queue.

 Note: Whilst the Cancel request button is still available for these requests, it is not necessary to click on this button as the request has already been closed. If clicked, it will result in the request status being updated to Closed (cancelled). This request will then be double-counted in OCLC Usage Statistics - Borrower Activity Overview Report as both an unfilled and a cancelled request.

Respond to conditionals from lenders (from Produced status)

Follow the instructions below to respond to conditionals.

To respond to conditionals:

1. On the left navigation, click Borrowing Requests.
2. Click Conditional. 
3. On the Conditional screen, review the Conditions column to see the lender’s conditions. 
4. Click the request ID or Title to display a request.
5. If the lender has requested alternate terms, such as an increase in max cost or the use of IFM, and you agree to the terms, update those details within the request. You must do this before clicking Yes; otherwise, the terms of your original borrowing request still apply.
6. Respond to the Lender’s condition with Yes, No, or Cancel Request.
   • If you click Yes, the request returns to the Lender and appears under Lending Requests > Can You Supply? > Conditions Accepted.
   • If you click No, the request goes to the next Lender in the lender string.
   • If you click Cancel Request, the request is canceled.
7. A confirmation message appears.

 Note: Update the request as needed before saying Yes to the condition. If there is confusion or special circumstances, use the lender's contact information in the request or form the Policies Directory to communicate with the lender. There is no way to add a note when responding to a lender's conditional response within the request.