• Navigate to Fulfillment > Checkout/Checkin > Manage Patron Services.

• Search for the patron by typing their name, their NetID, or scanning their DukeCard. This will bring up the patron record, with a snapshot of their current status and any user notes in the right sidebar, and tabs for Loans, Returns, and Requests down below.

• The Patron Services Page displays the following core patron information: Patron Name, ID (NetID), User Group, Active balance, Notes, Number of items of the Hold Shelf, Overdue Items.

• From the Patron Services page, click the patron’s ID at the top of the page to enter a more comprehensive User Details view, including tabs for Contact Information, Identifiers (alternate IDs), Notes, Blocks, Fee/Fines, Attachments (emails sent to patron), Proxy Information, and History.

• You can also search for patrons using the persistent search bar, with Users selected from the dropdown menu, which will bring you directly to the more comprehensive User Details view.

• Toggle back to Patron Services by clicking Manage fulfillment activities in the patron card.

• From the Patron Services page, select the Loans tab.

• In the Scan item barcode field, scan or enter the barcode of the item being loaned. 

• Multiple items can be loaned in a session. Once you have finished, close the patron session by selecting “Done”.

To change the loan due date: 

• On the Patron Services page, select the Loans tab. 

• In the Loan display drop-down list, select All loans. 

• In the row actions of the loan, select Change Due Date and select the new due date and time from the Calendar dialog box. If a time is not specified, the system uses the library closing time of the new due date. If the library is closed on the chosen day, the due date will default to the next open day.

• Select Change Due Date. The new date is saved in the Loans tab. 

• A Loan Status Notice letter email is sent to the patron with the new due date and saved as an attachment to the user record. 

You can define one user to be a proxy user for another. A proxy user can loan and return items on behalf of another user. Manage proxy users on the Proxy For tab of the User Details page.

To add a proxy user:

• Search for the patron who will act as proxy and navigate to the User Details page.

• Open the Proxy For tab of the User Details page. Select Add Proxy For.

• In the Proxy for field, enter or select the patron for whom you want the current user to be a proxy.

• Select Add User. The patron is added; the user is now a proxy for this patron.

Proxy relationships are not assigned an expiration date. To remove the proxy relationship, select Delete in the row actions list in the Proxy For tab of the proxy’s User Details page.

Each user can act as Proxy for multiple other users.

Note that proxy relationships can only be managed from the proxy’s User Details page, not from the user for whom they are designated as a proxy. In other words, if a graduate student is set up to be a proxy borrower for a faculty member, the relationship is managed from the graduate student’s page, not the faculty member’s page.

When loaning items to a user as a proxy, be sure to click the Use proxy button under the patron ID field.

• Navigate to Fulfillment > Return Items.

• The Manage Item Returns screen will open and you can then scan or enter items to be returned.

To scan arrived items in (e.g. those items that have been routed from the same or a different library for a Hold Request), navigate to Fulfillment > Resource Requests > Scan in Items.

This may also be used for the purposes of tracking in-house use of an item.

TBD

• The return date in the Manage Items Returns tab defaults to the current date and time. To modify the return date, such as for items returned in an overnight drop box, select Override return date and time. Select the date and time from the drop down and select Apply.

• To reset the return date to the current date, use the X to clear the Override field.

Loans should not be deleted in Alma, for the purposes of data integrity. 

• On the Patron Services page, select the Loans tab. 

• In the Loan display drop-down list, select All loans. 

• In the row actions […] of the loan, select Change Due Date and select the new due date and time from the Calendar dialog box. If a time is not specified, the system uses the library closing time of the new due date. If the library is closed on the chosen day, the due date will default to the next open day.

• Select Change Due Date. The new date is saved in the Loans tab. 

• A Loan Status Notice letter email is sent to the patron with the new due date and saved as an attachment to the user record. 

• For more: https://answers.library.losrios.edu/lrcq/faq/346468

• On the Patron Services page, select the Loans tab. 

• In the Loan display drop-down list, select All loans. 

• To renew an individual item, select Renew from the More Actions […] menu for that item. The item’s due date will be updated, but the patron will not receive an email.

• To renew multiple items at the same time, select Renew Selected to renew all items that are selected on the loan display. The patron will receive an email with the updated due dates.

• Select Renew All to renew all items that the patron currently has on loan. The patron will receive an email with the updated due dates.

• Search for the title using All Titles or Physical Titles search types, the Title search criteria, and the title. You can also use other criteria and terms as appropriate. 

• Click the row action list icon […] next to the requested title and choose Request.  

• In the Request type field, select Patron physical item request.

• Scan or manually type patron ID number into the Requester field. Make sure to select the user. You should see their “lastname, firstname” in the field before continuing.

• Add any special instructions or comments about the request in the Notes field.

• Select the Pickup At location. 

  • Note: No locations will appear if there are errors in entered fields above.

• The Additional Request Attributes are optional. 

• Click Submit to place the request. 

• A green check message box at the top of the page confirms the request. 

• Hold requests can be verified from a patron’s Patron Services page, under Requests.

If a title has multiple volumes, see “Requesting a Specific Item for a Patron” below.

Best practice is to make title-level requests, to offer the best chance of the request being filled quickly, but it is possible to place item-level requests for specific issues or volumes, or a unique copy of a more common work (one with marginalia, for instance). 

To request a specific item: 

• Search for the item using the Physical Items search type, the Title search criteria, and the title. You can also use other criteria and terms as appropriate. 

• Click Items to view the List of Items for the requested title.

• Click on the row action list icon […] for the requested volume or copy and select Request.

• In the Request type field, select Patron physical item request.

• Scan or manually type patron ID number into the Requester field. Make sure to select the user. You should see their “lastname, firstname” in the field before continuing.

• Add any special instructions or comments about the request in the Notes field.

• Select the Pickup At location. 

  • Note: No locations will appear if there are errors in entered fields above.

• The Additional Request Attributes are optional. 

• Click Submit to place the request. 

• A green check message box at the top of the page confirms the request. 

• Hold requests can be verified from a patron’s Patron Services page, under Requests.

Alternatively, you can place requests from the title record by following the above directions (“Requesting a title for a patron”) and choosing the requested volume or copy in the Description drop-down field.

• The Pick List updates in real time and can be printed at any time, including multiple times a day, if desired. 

• You can print a report with all items, or you can print individual slips. 

• The list can also be exported to Excel for further sorting/processing. 

• Any requests that are not filled within 7 days are automatically marked as missing. 

• Go to Fulfillment > Pick from Shelf 

• Use the Facets on the left to limit the pick list (to a call number range, to be sent to the same destination, for the same request or material type, etc.) 

• Click Print Slip Report. The dialog box gives you three choices: 

  • To print the results, click the Printer button, select the specific printer, then click Send.

  • To download the results, choose the preferred output format (XML or Excel) and click Download.

  • To email the list to someone, select User at the top, select a user, and click Send.

    • Note: the user you are sending to must be part of the "include" list for that specific Pick List.

    • Do not choose XML when sending to a user.

• Using your printed lists, pull the items from the stacks and return to the desk.

• Go to Fulfillment > Return items.

• Scan the barcode of each item(s) physically pulled.

• Proceed according to local workflows to transfer materials or to place on hold shelves.

• Confirm the items are Missing, that is, they were not found in the stacks, reshelving, etc. 

• Go to Fulfillment > Pick from Shelf.

• Locate the first missing request/title by scrolling or searching the pick list and/or using the facets on the left to limit what's being viewed.

• On the item's record, click on Mark as Missing (if not visible, click on the row action item list icon […] and choose Mark as Missing).

  • Note: You will be prompted that it will mark the entire holding as missing, but this will only mark the items on that holding as missing, not the holdings at all Duke Libraries combined. 

• The hold request now moves to the holding at the next available Duke library, if any. If there are none, the patron will receive an email informing them the request was not filled. 

*screenshots to be added* 

Depending on the information you have or where you're starting from, there are four ways to look up and view a current request: 

• Search by Request ID 

  • Use the search type Requests, the criteria Request ID, and the ID number that was displayed in the confirmation box when the request was placed. 

  • Other criteria available for this search type: 

  • Requester (name) 

  • Identifier (requester NetID) 

  • Title of the material 

  • Barcode of the item 

• Search by Title 

  • Search for the title in the persistent search bar (either All Titles or Physical Titles search types).

  • If a title has requests, they will appear as a number next to Requests in the results record.

    

  • Click on the number to see the request queue.

• Search by Requester 

  • Go to Fulfillment > Manage Patron Services.

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

  • Select the Requests tab to see holds requests for a given patron.

• Use the Monitor Requests and Item Processes List

  • Go to Fulfillment > Monitor Requests and Item Processes.

  • Use the Facets to sort and limit the list of all requests, such as by Process Type, Pickup Location, Material Type, Workflow Step, Request Date, Owning Library, and more.

  • To view only Duke patron requests that are Active, filter to Activity Status: Active and Include Pending Resource Sharing Requests: No.

  • You can also view Completed hold requests here.

 Editing a Request 

• Alma allows staff to make changes to a request, for example, to the pick up location. 

• Locate the request as described above.

• Go to the row action item list icon […] and select Edit.

  • Note: The edit page is also the Create Request page, but you're not creating a new request, just editing the existing one.

• Make changes to the request. Note that you cannot change the "Request type" or the "Requester." 

• Click Submit to save changes.

 Changing Only the Expiration Date of the Request 

• To change the date on which a request expires: 

  • Locate the request as described above.

  • Click on the row action item list icon and select Update Expiry.

  • Follow the prompts on the screen to change the date and Save. 

Deleting or Canceling a Request 

• Locate the request as described above.

• Choose Cancel from the row action item list.

• Choose a Reason for the cancellation from the drop-down menu. 

• Add a Note if more explanation is needed.

• The Notify User option is checked by default. (The user should generally always be notified so leave this box checked.) 

• Click Confirm.

The Expired Hold Shelf lists items on the hold shelf haven’t been picked up by the person who originally requested them. 

• Alma sorts items on the Expired Hold Shelf into four tabs: 

  • Reshelve 

  • Send to Circulation Desk (at the same library) 

  • Send to Library (at a different library)

  • Activate Next (next hold request in queue) 

General Procedure 

• Use local procedures to determine which items on the Expired Hold Shelf are genuinely expired (e.g., checking the date on the hold request slip).

• Go to Fulfillment > Expired Hold Shelf.

• On each tab (listed below), check all items you wish to perform the action to, and then click the link to the specified action (e.g., Activate Next) on the right side.

• Best Practice: For the sake of accuracy it is better to only check books on this screen that are in hand.

• Physically route all items based on their destination.

Reshelve 

Displays all expired requests for items belonging to the current circulation desk and for which there is no other request in the queue. 

• To reshelve an item, click the Reshelve button to the right.

• To reshelve multiple items, select the check boxes of the relevant items and click Reshelve above.

Send to Circulation Desk 

Lists all requests for items belonging to a different circulation desk in the same library, or that are requested for pickup at another desk within the same library.  

• To send an item to another circulation desk, click the Transit button to the right 

• To send multiple items, select the check boxes of the relevant items and click Transit above 

• The Fulfillment Transit Slip letter (letter code: FulTransitSlipLetter) is printed and the item is put In Transit 

Send to Library 

Lists all requests for items belonging to a different library, or that are requested for pickup at another library.

• To send an item to another library, click the Transit button to the right.

• To send multiple items, select the check boxes of the relevant items and click Transit above.

• The Fulfillment Transit Slip Letter (letter code: FulTransitSlipLetter) is printed and the item is put In Transit.

Activate Next 

Activates the next request in the queue, which cancels the first request and makes the item available to the next requester.

• This contains items that are currently on the hold shelf but have expired.

• Use Return Items to check in books. This will route them and remove them from the expired hold shelf.

  • Best Practice: for the sake of accuracy, only check in books on this screen that are in hand.

• Physically route all items based on their destination.

Searching Items     

• Use the persistent search bar to conduct either a Titles or Physical Items search.

• Choose search type Physical Items, search criteria of Title (or whatever information you have), and type in your search term and click the search icon.

• The results will show all item records matching your search.

Viewing the Item Details  

• Note: Clicking the title will generate the MARC record view.

• To view item information, click Expand All (double down arrows) to display all items available.  

• Select Items.

  • When viewing items in this view, you can customize the order of the columns by selecting a column and dragging it to the preferred location. You can also change the width of the columns.

  • Click the Gear icon to customize which columns are shown. To access details from hidden columns, click the row action item list icon […] and select View.

Claimed Return 

• Select/Verify current location 

• 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 (the ellipsis) and select Claimed Return 

• Click OK to complete 

Undoing Claimed Return or Lost   

• Select/Verify current l­­­­­­­ocation 

• 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 (the ellipsis) and select Found 

• Click OK to complete 

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

• Once located, click “expand all” to display all items available.  

• Select Items  

• To edit item details, click the row action item list icon (the ellipsis) and select Edit 

• Enter the new barcode and Save 

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

• Once located, click “expand all” to display all items available 

• Select Items  

• To edit item details, click the row action item list icon (the ellipsis) and select Edit 

• Scroll to the Location Information fields 

• Edit any necessary information and Save 

• Temporary locations

  • Adding to Item Record  

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

    • Once located, click “expand all” to display all items available.  

    • Select Items  

    • To edit item details, click the row action item list icon (the ellipsis) and select Edit 

    • Scroll to the Temporary Location Information fields 

    • Enter any necessary information and Save 

• Temporary move requests

  • Go to Fulfillment > Scan in items  

  • Choose tab for Change Item Information  

  • 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 Closed Fines/Fees, 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:

  

• 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 overall amount to waive, as with a single item.

• 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.

Previously sent Notices can also be viewed from a patron’s record.

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

• Select Attachments from the upper tabs.

  • Both automatic Alma-generated letters and manually created letters will be displayed. Manually created letters are identified in the Attached By column by the staff member’s NetID. Automatic notices will display as System.

• Use the More actions button […] to View or Resend notification.