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1. Automatically Recognize Withdrawn Items and Update Rapido Lending Requests

   Related Support Case: 10601450

   Current Behavior

   When an item associated with an active Rapido lending request is changed to Withdrawn in Polaris, the corresponding hold request remains active, and the item continues to appear on the library's pull list.

   Rapido does not recognize that the item is no longer available for lending, leaving the request in an unresolved state until staff manually intervene.

   Clarivate Support has confirmed that changing an item's status to Withdrawn does not trigger an update to the associated hold or notify Rapido that the lending library cannot fulfill the request.

   The current recommended workaround is to use the Deny function in Polaris. However, Deny has broader implications for local hold fulfillment because it prevents an item from subsequently satisfying a hold request. For this reason, our consortium has intentionally disabled the Deny function for approximately 15 years. Our standard workflow is to mark unavailable items as Missing or Withdrawn instead.

   Requested Enhancement

   We would like Rapido and Polaris to automatically recognize when an item associated with an active Rapido lending request is changed to Withdrawn and appropriately update the lending request.

   Ideally, this enhancement would:

   Detect status changes: Recognize when an item associated with an active Rapido lending request is changed to Withdrawn in Polaris.

   Update the lending request: Notify Rapido that the selected item is no longer available to fulfill the request.

   Allow requests to move forward: If no other eligible local copies can fulfill the request, automatically release the request so Rapido can identify another lending partner.

   Remove invalid pull-list entries: Ensure withdrawn items no longer appear on Polaris pull lists for active Rapido requests.

   Avoid requiring Deny: Accomplish this without requiring staff to use the Polaris Deny function or introducing restrictions that interfere with future local hold fulfillment.

   Ideally, similar handling could also be considered for items changed to Missing status, since this is another common workflow when library staff are unable to locate requested materials.

   Example

   In support case 10601450, the following item was withdrawn but continued to appear on the pull list:

   Title: Anastasia (1956)

   Item barcode: 32363008545638

   External identifier: 01DAYTONM0004979

   Hold request ID: 55055157

   Item status: Withdrawn on April 28, 2026

   Hold status: Requested

   Despite the item being withdrawn, the associated Rapido lending request remained active.

   Expected Benefit

   This enhancement would eliminate unnecessary staff intervention, prevent unavailable items from remaining on pull lists, and reduce delays in fulfilling resource-sharing requests.

   Most importantly, it would allow libraries to use their established Polaris item-status workflows without enabling the Deny function, which can have unintended consequences for local holds.

   The goal is for Rapido to recognize when an item can no longer fulfill a lending request and automatically move that request forward without requiring manual intervention.

   Related Support Case: 10601450

   Current Behavior

   When an item associated with an active Rapido lending request is changed to Withdrawn in Polaris, the corresponding hold request remains active, and the item continues to appear on the library's pull list.

   Rapido does not recognize that the item is no longer available for lending, leaving the request in an unresolved state until staff manually intervene.

   Clarivate Support has confirmed that changing an item's status to Withdrawn does not trigger an update to the associated hold or notify Rapido that the lending library cannot fulfill the request.

   The current recommended workaround is to… more

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