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Page Properties
label

Status

Status
colourYellow
titleIn Progress

Scope

Go-Live

Description

Decision

The following are recommended Since UC patrons will be able to travel to other UC Library locations and borrow materials using their home campus ID, we need to establish the best practices for staff to resolve any account issues that may come up.

Decision

We recommended the following resolutions for possible issues patrons could encounter when attempting to borrow items in-person while visiting another UC Library. These issues/resolutions should be shared with staff during their local trainings.

Owning group

Fulfillment & ILL FG (SILS-FG-FULFILL-L@LISTSERV.UCOP.EDU)

Approver

Stakeholders

R = Fulfillment & ILL FG
A = Fulfillment & ILL FG
C =
I = Fulfillment & ILL FG, Local Teams

Decision-making process

Fist of Five

Priority

Medium

Due date

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The following are recommended resolutions for possible issues patrons could encounter when attempting to borrow items in-person while visiting another UC Library. These issues/resolutions should be shared with staff during their local trainings.

Patron Issue

Resolution

Notes

Patrons who don’t show up in the Fulfillment Network when attempting to pull in their stub record

Staff attempts to contact patron’s home institution to try and resolve.

There will be a non-patron facing local contacts sheet shared with staff at all UCs.

  • A reason this could be happening is because the patron may be in, or have changed to a user group that is not allowed to borrow within the AFN. Ex. a UC student changes to an Alumni account locally.

Expired patrons

Patron will be directed to contact their local institution to clear up.

There will be a patron-facing UC Libraries contact sheet or card to hand to the patron.

Patron’s account is blocked because of issues with their home institution account (Billing, manual blocks, etc.)

Patron will be directed to contact their local institution to clear up.

There will be a patron-facing UC Libraries contact sheet or card to hand to the patron.

Patron is given a short expiration date for items

Patron will be directed to contact their local institution to clear up.

There will be a patron-facing UC Libraries contact sheet or card to hand to the patron.

  • A reason for this issue could be because the patron’s expiration date from their home campus has been shortened. If that’s the case, the patron should be directed to renew their checked out item after clearing up their expiry date issue with their home campus.

Error message appears indicating missing patron information fields when attempting to pull in stub record

Ex. phone number, email address, etc.

Update local fields on the stub record for the patron, and save changes.

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