View cancelled requests
it would be useful for Fulfillment staff to have a way to track when users cancel requests, eg to explain why an item is coming off the holdshelf early, or to prove to a user that the reason why their hold has never been satisfied is because they cancelled the request. Perhaps a record should go into the Requests tab on the user's Fulfillment activities and into the item's History tab?
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Holly Rees commented
I'm unsure why this is marked as completed when the records for completed request don't include anything helpful like the ID number of the person who had requested it?
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Bill To commented
Yes, it's difficult to trace the cancel request details, e.g. requestor information, request history and other details.
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H J Pedelty commented
Is there any progress on viewing the user whose request was cancelled either from an item or form the Request Monitor so we can see not just that a request was cancelled and why bot who had requested it?
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The April 2018 Release included the following: The Resource Request Monitor now displays historical requests, including completed, canceled, and rejected requests. The Activity Status filter was added at the top of the page to allow you to display only active requests, completed requests, or both. The date facets on the page are unavailable when filtering on All or Completed.
For more details see here: https://knowledge.exlibrisgroup.com/Alma/Product_Documentation/010Alma_Online_Help_(English)/030Fulfillment/040Resource_Requests/020Managing_Requests_and_Work_Orders -
Hi,
The plan is to have the Requests Monitor be filterable to view active/history/all requests (similar to the resource sharing task list). This way you'll be able to find history requests by searching in this screen.
In addition, we plan to enable to link to this history list from an item, much like it is possible today to link to an item's active requests list from the Requests link in the repository search result. This will work for titles and for items, as the link to active requests work today.
We plan to complete this work by the middle of this year.
Moshe
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Bronwen Blatchford commented
Hi Moshe/all,
Is there any progress on this idea and Ex Libris's plans "to enhance the requests monitor to show also history requests"? We get queries from fulfillment staff where they want to see non-active requests e.g. when an item has gone to lost and the request is cancelled. They then can't contact the user who placed the request to check if they still need the title. As Jasmin Hügi says, requests are an integral part of the fulfillment workflow and we need fulfillment staff to be able to access the information.
I'm a bit confused about where the separate history tab would be in the proposed solution. It doesn't sound like we'll have a request history on their account but that the request history would show on an item's record, next to the current history tab. Is that right? Would we be able to get title-level request history as well?
Thanks,
Bronwen -
Hi,
Information about an item's processes, such as if an item has been put in transit, on hold shelf or on loan, is currently recorded in the item's changes tab. Requests however, are by nature not item requests, but rather title requests. The same request may be linked to multiple items, and has no effect on the item's physical status until item is processed (i.e. put in transit etc.). As mentioned, at that point the information is recorded in the item changes tab.
We do plan to enhance the requests monitor to show also history requests, in a separate History tab. The requests will be linkable from the More Info, as active requests are today, and be searchable by the same search options in the requests monitor. This way, staff can easily get to an item's history requests from the item search.
Would this type of functionality be a solution ?
Moshe
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Amy commented
Definitely agree. Would also like to be able to view a students request history on their account.
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Bill Latham commented
Agree
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Anonymous commented
If the user cancelled the request themselves there should be a record in their Attachments folder showing the cancellation email that is automatically sent to them with the wording which says something like "cancelled at user's request"
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Jasmin Hügi commented
We really need to have the request history figure in the fulfillment history of the item. Request are an essential part of the workflow which trigger certain things. When we want to analyse why this and that happened, we need to know when an item has been requested, when it has been rejected, etc. The requests are just an integral component of the fulfillment workflow, so we need this information in the fulfillment history of the item.
We can have this information in Analytics, but then it is separate from the fulfillment history and it is a lot of work to combine information from multiple sources in order to establish the sequence of the steps that did take place.