JCU Library Experience Procedures ALMA: Fulfilment

1: Pick lists creation

Either use the ALMA App procedure (Pick From Shelf (Holds List)) to pull up the pick list or use the steps below to create a printable.

Report Creation printable (excel):

• Sign into ALMA
• Location should be [Your campus]- Circulation desk
• Go to Fulfilment → Resource Requests → Pick from shelf List
• Which will bring up the Pick Up Requested Resources page

• Click on Sort by: and change it to Call number Asc…

• Click Print Slip Report.
• Select:
  • Type: Printer
  • Format Type: Excel
  • Printer: what campus you are on

• Click send and it will automatically download the document
• Open in Excel
• Delete all columns except for Title, Location, Call number, Author, Edition, and Pick up Location and Material type.

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• Print list
• Identify any High Use or non-borrowable items

2a: Searching for the items

• Check on reshelving trolleys near returns area
• Check on shelving trolleys on each floor (TVL - 1: Near Reference | 2: Near Elevator) 
• When checking on the Shelf check nearby shelves in case it had been shelved incorrectly

2b: If you cannot find the items

• Double check the Modification and Creation Dates as it could be a new book that hasn't made its way out yet (e.g. processed on Friday afternoon, hasn't been put on the reshelving trolleys until Monday)  
• Go to Fulfilment → Resource Requests → Pick from shelf List
• Click on the ellipse […] and choose View Title in Search

• In the record it will appear under subject in the first column

• If these two items either match up or are very close then it could be a new book. Ask the Collections and Discovery team if they have the book before you mark it as missing. 
• If you have checked 3 times, still haven't found the book see If you cannot find a request from the pick list below

3: Processing items for hold:

• Log in to ALMA
• Location should be [Your campus]- Circulation desk
• Go to Fulfilment → Checkin/Checkout → Return Items
• Make sure that “Place Directly on Hold Shelf” is checked yes

• Scan in barcodes
• Items will be listed underneath.
• If item needs to be sent to other branch you will see under destination.

• It will tell you to either
  • Place items on Hold shelf or
  • Send to CNS/TVL, place in box and follow Australia Post Parcel Send (StarTrack Despatch) Procedure to send to the other campus.

*When packing items for receiving campus, separate High Use and Non Borrowable (Special Collections, Microfilms, Theses, Reference etc…)

**Add Orange High Use or Purple Non Borrowable Collection slip to these books to ensure location is not changed when the item is checked in at the other campus

Procedure: Receiving hold items from other campus:

4: Additional information (Things to note about Holds processing)

4a: When a client asks if we can send the item to them:

• If a client has placed a note on the hold asking for the item to be sent to them, they will need to fill out the Off Campus Library Service form.
• Use the Creating a LibAnswer Ticket procedure and use the macro "Potential Off Campus" in the Library Experience Queue (see template below) 
  • • Update the expiry to match the date in the email. (The date should be two days after the day you processed the request) 
  • Close the ticket and place the book back on the Holds shelf. After two days if the patron has not responded the book will appear on the Expired Hold queue process as usual. 

4b: When they have accidentally added an end date:  

• If a client has set their expiry date to either the day that they placed the request or within the week that they have to collect holds
  • Use the Extending the expiration of a hold request: to the date a week's time.
  • If the client has not collected the book it will appear on the Expired Hold queue process as usual. 

LibAnswer Template for advising patrons to fill out the Off Campus Service. Macro is called: Potential Off Campus

Hello [Name of patron],

In regards to your recent request for the book '[Name of book],' if you would like for us to post it to you, you will need to fill out this Off Campus Loan Request Form so that we can correctly process your request for you.

If you have any queries on how this process works, all information on our Off Campus Library Service can be found at https://www.jcu.edu.au/library/services/loans/offcampus

Please be advised there may be other requests for this item, if you do not submit your Off Campus request by COB [date two days after request placed]. We will cancel your hold and pass it on to the next student in the request list. 

Kind regards,

Library Staff

• When you have looked for a book and cannot find it note the Missing books on pick list 2022.xlsx document in R:\LIS_IRS\Client Services\Missing books off pick list folder
•  Note the following
  • Add date the request first appeared
  • Add the full title of the book
  • Add the call number 

• Each time a person will look for the book, they will note the date in the first/ second/ third check column and their initials.

• If you find the book on your second or third check put N/A in the blank columns to show that it doesn't need to be searched for anymore. Write YES in the Found on shelf column

​​​​​​​→ → 

• After three checks, we assume that the book is missing and we need to give it a Missing status.

• Go to Fulfilment → Resource Request → Pick from Shelf

• DO NOT CLICK ON MARK AS MISSING THIS WILL MAKE EVERY ITEM ON THE RECORD MISSING
• Instead click on the Ellipse […] and View Title in Search

• Click on Physical (number)
• Click on Items

• Find the titles for the campus that you are looking for e.g. Townsville, Cairns *
• Click on the Ellipse […] at the end on the item and click Toggle Missing Status for each item that is available that you couldn’t find.
• The item will now be made Missing and will be removed from the Pick List.

• In the spreadsheet mark yes or no on the spreadsheet if there are copies at other branches

• In addition to checking the number of copies, if there is not another physical copy check if there is a eBook copy.
• Go back to record screen
• click on the ellipse and Choose Display in Discovery

• If there is an ebook copy is should be linked in the record. (You may have to search it by title if it isn't)
• Mark yes or no in the Spreadsheet in the eBook available? column

* If the copy is the only copy held by the library, or is the last copy available, you will need to manually create a ticket in LibAnswers and contact the client to advise them that we no longer hold a copy of this title. (See Contacting Clients when their requests are no longer available) If the copy is on another campus that is unable to be loaned from e.g. Mt Isa, Mackay, or Singapore, note it as NO) 

• In the spreadsheet put the barcode of the item that has been made missing 

• Fill in the Marked as missing, and Patron notified column.

• Choose
  • Marked as missing, patron notified:  if you have created a ticket and notified the patron
  • No - item located: If the item was found on the shelf
  • Marked as missing, patron unable to be notified: When you are unable to notify the patron (you shouldn't need to create a ticket) 
  • Marked as missing, another copy available: When there is another copy available so you do not need to contact the patron. 
• Put the LibAnswers ticket number for the item

Before you make an item Missing

• Open ALMA
• Go to Fulfilment → Resource Requests → Monitor Requests & Item processes
• If the item does not have a missing status already, search for it by title.
• Once you have found the book click on the  icon next to the Requestor’s name.
• It will bring up a brief list of how to contact details for the patron, copy the patron's details

• Log into LibAnswers 
• Follow the Creating a LibAnswer Ticket procedure 
  • Queue: Library Experience
  • Question: Library Item not Available.
  • Question details: Leave Blank
  • Make sure you fill in all the patron's details you can
• Create the ticket
• Open the ticket to claim it. 
• Make you are in the Create a reply option and apply the Library item not available macro

• Edit the following information on the macro
  • Patron name: will be automatically filled → delete patron last name and remove the bolding
  • Title of book: fill in the title of the book → leave the bolding 
  • If there is an ebook add the link and remove the repurchase information
  • If there isn't an ebook remove this information and leave the repurchase information.

• Submit the ticket as Closed
• Make the item missing following the Processing and Receiving Hold requests: - If you cannot find a request procedure

If you have already made an item Missing

• Open ALMA
• Go to Fulfilment → Resource Requests → Monitor Requests & Item processes
• Change Activity status from Active to All

• Search for it by title.
• Once you have found the book click on the  icon next to the Requestor’s name.
• It will bring up a brief list of how to contact details for the patron, copy the patron's details

• Log into LibAnswers 
• Follow the Creating a LibAnswer Ticket procedure 
  • Queue: Library Experience
  • Question: Library Item not Available.
  • Question details: Leave Blank
  • Make sure you fill in all the patron's details you can
• Create the ticket
• Open the ticket to claim it. 
• Make you are in the Create a reply option and apply the Library item not available macro

• Edit the following information on the macro
  • Patron name: will be automatically filled → delete patron last name and remove the bolding
  • Title of book: fill in the title of the book → leave the bolding 
• Submit the ticket as Closed

Macro wording

Dear {{t.name}},

Thank you for your request.

Our friendly team have checked our shelves and we regret to inform you that your recent request of [add name of book] is unavailable.

Delete what is unneeded: 

If there is an eBook copy available: However we do hold an eBook version of this title which is available here [insert OneSearch link]

If there isn't an eBook copy available: If you still require this title, you may submit a Library Purchase Request (subject to Collection Development Guidelines) or an Interlibrary Loan Request (there may be costs associated with your request). 

We apologise for any inconvenience caused.

Kind Regards

JCU Library Experience Team