Undoing Claimed Return or Lost   

• Go to Fulfillment > Manage Patron Services.

• Search for the patron by typing their name, their NetID, or scanning their DukeCard.

• On the Loans tab (the default), change the Loan Display drop-down to All Loans.

• Find the item in the list.

• Click the row action item list icon […] and select Found.

• Click OK to complete.

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Marking a Claimed Returned item as Found checks the item back out to the patron and refunds any Lost item replacement fee but does not automatically refund the Lost Item process fee. The item still needs to be discharged from the patron’s account, if it was found in the stacks.

Mark Items Missing/Lost   

DUL’s full lost/missing process is documented here, including workflows: Lost and Missing Items

Missing

To mark a Requested item Missing:

• Search for the item using Requests in the Persistent Search Bar, or go to Fulfillment -> Monitor Requests & Item Processes and identify the item.

• Click the row action item list icon […] , and select Toggle Mark as Missing Status.The Process .

• This should move the Hold Request to the next available item or mark the hold unfilled, if there are no other possible items.

• The Process Type column for your item now displays Missing.

Lost

Long overdue items will automatically go to Lost after 28 days (as was the case in Aleph).

When a patron reports an item currently on loan to their account as lost, stolen, or otherwise unreturnable, you can also manually mark the item as Lost.

To mark an item Missing that has not been requested (i.e. not found on shelf during an inventory check):

• To update an item’s Missing Status, search for the item.

  • Note that if you use Physical Titles search, you will need to click into the Items view.

• Find the item to be marked missing, click on the row action item list icon […], and select Lost.

• Click OK to complete.

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Update a Barcode

• To update an item’s barcode, search for the item.  

• From the correct item line, select Items.

• To edit item details, click the row action item list icon […] and select Edit. If there are multiple holdings, be sure to verify the barcode/library/location.

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• Scroll to the Location Information fields.

• Edit any necessary information Enter the new barcode and Save.

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Change an Item’s Permanent Location

For non-DUL libraries:

• To update an item’s location, search for the item.  

• Select Items.

• To edit item details, click the row action item list icon […] and select Edit. If there are multiple holdings, be sure to verify the barcode/library/location.

• Scroll to the Location Information fields.

• Edit any necessary information and Save.

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Change an Item’s Temporary Location

• Adding to Item Record  

  • To update an item’s temporary location, locate the item via a search.  

  • From the correct title line, click Expand All (double down arrow) to display all available holdings.

  • Select Items.

  • To edit item details, click the row action item list icon […] and select Edit. If there are multiple holdings, be sure to verify the barcode/library/location.

  • Scroll to the Temporary Location Information fields.

  • Enter any necessary information and Save.

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• Temporary move requests

  • Go to Fulfillment > Scan in items.

  • Choose tab for Change Item Information.

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  • Set the temporary location.

  • Scan the item barcode.

• Navigate to a patron’s User Details page (see Viewing a Patron Record).

• Click on the Fines/Fees tab. All Active fines/fees/credits will be displayed.

• To view all Fines/Fees, including Closed and Disputed, change the Status filter to All. This will display the patron’s full transaction history.

• Navigate to a patron’s User Details page (see Viewing a Patron Record).

• Click on the Fines/Fees tab.

• Click Add Fine or Fee on the right side of the screen.

• Select a Fee Type from the drop-down, enter the fee amount, and item barcode associated with the fee.

• Add a Comment if needed.

• Click Add to add another fine or fee, or Add and Close to complete.

• Navigate to a patron’s User Details page (see Viewing a Patron Record).

• Click on the Fines/Fees tab.

• Click Add Fine or Fee on the right side of the screen.

• Select Credit as the Fee Type from the drop-down, enter the Credit Amount, and Item Barcode associated with the credit.

• Add a Comment with the reason for issuing the credit.

• Click Add to add another fine, fee, or credit; or Add and Close to complete.

Note: Patron must have an active balance greater than $0.00 for a library to accept payment for fines/fees.

• Go to Fulfillment >> Manage Patron Services.

• Search for the patron by typing their name, their NetID, or scanning their DukeCard.

• Click Pay button next to patron’s Active Balance.

• Identify the fines or fees to be paid: 

  • Choose All fines to pay the entire outstanding amount.

  • Choose Specific fines and check respective item boxes for paying selected outstanding fines/fees.

• Choose Payment method (online, check).

• Click Send. Patron will receive an email receipt.

To waive a single Active Fine or Fee

• In the Fines/Fees tab, select the fine/fee you want to waive and select Waive Selected in the table actions list. Alternately, select Waive in the row actions list […] for the fine/fee that you want to waive. The Waiving Fine/Fee page appears:

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• Enter the amount of the fee you want to waive in the Fee amount field. This allows for both full and partial waives.

• In Waiving reason select a reason for waiving the fee.

• Enter any additional information for waiving the fine or fee in the Comment field.

• Select Waive and select Confirm in the confirmation dialog box. The amount that is waived is deducted from the amount of the fine/fee (in the Original Amount column), and the balance owed for the fine/fee in the Remaining Balance column is reduced. The balances shown in the Fines and Fees Summary area are updated.

• To view the transactions for any fine or fee, select the amount link in the Remaining Balance column.

To Waive Multiple Active Fines or Fees for the Same Reason

Fines/fees on multiple items can be batch waived, if they are being waived for the same reason (such as loss due to a natural disaster). 

• In the Fines/Fees tab, click the check box to the left of one or more fines or fees.

  • You can select all fines and fees by clicking the check box in the blue bar at the top of the column. You can then de-select any unrelated fees (such as a late recall fine if you're waiving lost materials fines) by clicking the box next to that one item.

• Click on Waive selected at the top right of the list. 

• Choose the Waiving Reason and add a Comment with the reason for waiving the fines. The reason and the comment will be the same for all fines waived together in this batch. 

• Click Waive, then click Confirm to complete.

• Navigate to a patron’s User Details page (see Viewing a Patron Record).

• Click on the Blocks tab.

• Click Add Block on the right side of the screen.

• Select Block Type from the drop-down.

• Enter an Expiry Date, if applicable.

• Add a Comment in the Note field with explanation for the block.

• Click Add and Close to complete, or Add to if additional blocks need to be applied to the same user record.

Manually created blocks will persist until edited or deleted, unless given an Expiry Date. Automatic blocks will clear when the reason for the block is resolved (ie, a lost item is returned).

• Navigate to a patron’s User Details page (see Viewing a Patron Record).

• Click on the Blocks tab.

• Locate the Block to cancel and click the ellipses on the right side of the screen. 

• Select Delete from the dropdown menu. 

Editing an existing patron record

Note that several fields for External users will be overwritten by the daily feed from Duke Identity Management, even if changed within Alma.

• Go to Fulfillment > Manage Patron Services (see Viewing a Patron Record)

• Search for the patron by typing their name, their NetID, or scanning their DukeCard.

• Click Edit User Info on the bar at the top of the screen. 

• Edit the necessary details. 

• Click Update User on the top right corner of the screen.Sa

Creating a new patron record

This process will be used to create manual Internal patrons (e.g. Alumni, TRLN, Friends of the Library) 

• Go to Fulfillment > Manage Patron Services 

• Click Register New User on the right side of the screen. 

• Enter Patron information. Required categories include: 

  • First Name and Last Name 

  • Primary Identifier (NetID for those who have one, such as Visiting Scholars; UniqueID for anyone using OneLink, such as alumni)

  • User Group 

  • Email Address and Email Type

• Click Update User on the top right corner of the screen. 

Adding notes to a patron record

User notes will appear in the right-hand sidebar on the Patron Services page (user record) or at the top, depending on your screen width. Some user notes will be generated through the system. Other informational notes can be added manually.

• Navigate to a patron’s User Details page (see Viewing a Patron Record).

• Click on the Notes tab.

• Click Add Note on the right side of the screen. 

• Type the note in the Text Box. 

• Select Type from the dropdown menu. 

• Choose Pop up note if this note should appear at circulation interactions. 

• To complete either click Add, to continue adding notes,or Add and Close if you are finished. 

Updating a patron’s preferred name

Occasionally, a patron may ask to list a different first name than the one that is loaded into Alma from identity management.

As of Fall 2024, we do not automatically load preferred names from Identity Management, so the patron’s Alma account must be updated manually.

• Inform the user of the OIT page that allows them to add a preferred name to their university directory listing - https://idms-web-selfservice.oit.duke.edu/. Let them know that you can add their name manually today, but they should also list it with the university directory. Make sure to stress that if they do not list it with the directory, when we begin to load preferred names automatically, the change you make today will be overwritten.

• Navigate to a patron’s User Details page (see Viewing a Patron Record).

• Click on On the Notes tab.

• Click Add Note on the right side of the screen. 

• Type the note in the Text Box. 

• Select Type from the dropdown menu. 

• Choose Pop up note if this note should appear at circulation interactions. 

• To complete either click Add, to continue adding notes,or Add and Close if you are finished. general information tab, type the user’s preferred first name in the Preferred first name box.

• Click Save to save their user record.

From that point forward, notices will reference their preferred first name, and they will appear with the preferred first name in Alma when staff look at their records.