Borrowing Renewal Workflow (non-ISO): Letter to patron in case of a not accepted Renewal Request
If a Renew Request was accepted, a letter (Ful Borrowing Info letter) is sent to the patron.
However, if a Renew Request was not accepted, no letter is sent to the patron.
That's what we found in the documentation:
https://knowledge.exlibrisgroup.com/Alma/Product_Documentation/010Alma_Online_Help_(English)/030Fulfillment/050Resource_Sharing/Borrowing_Requests_(New_Layout)/Managing_Borrowing_Renewals_(New_Layout)
"5. If the request is renewed, a message is sent to the patron and a renewal fee may be charged. The letter is the Ful Borrowing Info letter. To configure the letter, see Configuring Alma Letters. A resource sharing renew fee is set as part of a fulfillment policy; see Adding Fulfillment Policies. If the request is rejected by the lender manually through an email, the operator sets the request status to Renew Request Not Accepted. If the renewal or rejection is automatic, all statuses are changed as the system receives the response from the lender. If the lender approved the renewal request but the renewal failed on the borrower side, an active note and a history message (visible in the Audit tab) are added to the request."
https://knowledge.exlibrisgroup.com/Alma/Product_Documentation/010Alma_Online_Help_(English)/030Fulfillment/050Resource_Sharing/Borrowing_Requests_(New_Layout)/030Managing_Resource_Sharing_Borrowing_Requests
"Request Renew: [...] If the request is renewed, a message is sent to the patron and a renewal fee may be charged. The letter is Ful Borrowing Info Letter."
We checked the "Ful Borrowing Info Letter" and there are two labels:
- failure-reason
- success-reason
So the letter should work for both: accepted and not accepted Renew Requests. But in case of a not accepted Renew Request the letter is sent only if the ILL Partner is an ISO partner. The workflow does not work for non-ISO partners.
Workflow for non-ISO partners:
(1) Renewal accepted --> "..." menu > "Renew" --> Alma sends FulBorrowingInfoLetter to the user
(2) Renewal accepted --> "Actions" menu > "Change Status" > "Renewed by partner" --> NO letter is sent to user
(3) Renewal NOT accepted --> "Actions" menu > "Change Status" > "Renew request not accepted" --> NO letter is sent to user
Needed improvement: The "Change Status" option in the "Actions" menu should also trigger a letter to the patron.
Thank you in advance!