Trapping Holds for Held Items on the Pick List

From MPLICWIKI

Table of contents

1 Introduction 2 Locate the Items 3 Trap Holds 4 Item Missing??? 5 No Holds Found??? 5.1 How can this be? 5.2 What do I do now?

Introduction

• Customers can request an item to be held via the library website.
• If these items are currently Checked Out, then the customer is placed in a hold queue.
• If these items are currently Checked In, then the holds will appear on a Pick List.
• Also, staff can place holds for customers on items that are available at other locations. While it is still probably preferable for customers to call locations with the available items, many customers may not want to call, or the agency with an available copy may be closed. In these instances, staff can place title level holds on these items and they will appear on the owning agency's next pick list.
• Hold Pick List reports will run at 8:30 a.m. and 2:00 p.m. Monday – Saturday.
• These are received via your agency email account.
• Information included in the report:
  • Location
  • Vital bibliographic information (call number, author, title)
  • Item ID
  • Date of Last Discharge (unfortunately this was not able to be migrated so it will show NEVER until the item has checked-out and discharged in Workflows).
• Click here for a sample Pick List (http://tempo.memphislibrary.org/mediawiki/images/c/c0/Pick_List_Example.pdf)

Locate the Items

• Find the items on the shelf.
  • If an item is missing, see Item Missing??? below.

Trap Holds

• Once the item is found, click on Hold-Trap on the Common Tasks menu.
• Scan or type the item ID bar code.
• NOTE: An item appears on the Pick List because a hold has been placed on an item; therefore, you do not have to place a hold.
• If the item is for pick up at your location, a Hold slip will print.
  • Attach the slip to the item.
  • Write the date seven days from now on the slip.
  • Place the item on the hold shelf.
  • If no receipt printer is available, write on a P-slip the customer's last name, first name and the date seven days from now.
• If the item is in transit to another location.
  • From the information on the screen fill out a pink transit slip.
  • Place the item in the transfer bin.

Item Missing???

• If you cannot find the item that appears on the Pick List, the first thing to do is to check the item status using the item ID on the Pick List.

• If you see this screen...

• ...You see that a COPY level hold was placed to an agency hold account. This hold is now appearing on a Pick List. We can assume that a staff member failed to trap the item.
• If the hold account is your agency's hold account (the pickup location is your agency), then check the hold shelf for the item. If you locate the item, go ahead and trap it and place it back on the hold shelf.
• If the hold account is another agency's hold account (the pickup location is another agency), then check your bin to see if the book has not been picked up yet. If you find it, trap it and place it back in the bin.
• If you cannot find it, circle it and see if it appears on the next pick list. As soon as the pick-up location receives the item in transit, then everything will be OK and it will not appear on the next pick list.

• If you see this screen...

• ...You see that the item is already on hold and available at another location.
• A staff member at your location failed to trap the item, yet sent the item to the pick-up location.
• A pick list was then generated which lists all holds that have not been made available.
• In between the time the pick list was generated and the time that you looked for the item, the pick-up location received the item in transit, thereby making the hold available.
• No further action is necessary.

• If you see this screen...

• ...You see that a TITLE level hold was placed and has yet to be trapped.
• At this point, you will need to mark the item missing.
• This allows the Hold request to show up on the next report at another location that owns the item.

No Holds Found???

How can this be?

• The hold appeared on the pick list because someone placed a hold for that item.
• However, one of three things could have happened.

1. You have retrieved an item that does not belong to the same record (ex. abridged version of a sound recording when the hold is on the unabridged).
2. Some time after that pick list was generated, another item somewhere in the system satisfied that hold (or the hold was removed by customer).
3. A copy level hold was erroneously placed on an item that was not in hand. You have retrieved a copy of the item, however, you have not retrieved the exact item ID that is required to satisfy the hold. (This option is steadily disappearing as staff become familiar with the new system.)

What do I do now?

• If you try to trap an item and you receive a message about no holds existing...:

• ...I would first check to make sure I have retrieved the correct item.
• If it is the correct item, then I would check the item status using the item ID that appears on the pick list.

• If you see this screen or something similar...

• ...then no hold exists. You see that no holds, check-outs, or any other special message appears and that the item belongs on the shelf. You can re-shelve the item (the second option has occurred and no one currently wants the item).

• If you see this screen...

• ...You see that a COPY level hold was placed to an agency hold account. This hold is now appearing on a Pick List. We can assume that a staff member failed to trap the item.
• You have retrieved the same title but a hold was placed on a specific copy; therefore, no holds are found when you attempt to trap the item.
• If the hold account is your agency's hold account (the pickup location is your agency), then check the hold shelf for the item. If you locate the item, go ahead and trap it and place it back on the hold shelf.
• If the hold account is another agency's hold account (the pickup location is another agency), then check your bin to see if the book has not been picked up yet. If you find it, trap it and place it back in the bin.
• If you cannot find it, circle it and see if it appears on the next pick list. As soon as the pick-up location receives the item in transit, then everything will be OK and it will not appear on the next pick list.

• If you see this screen...

• ...You see that a COPY level hold was placed to a customer account. A TITLE level hold should have been placed.
• If you were to find out who placed the hold, you would probably see that another agency placed the hold.
• Someone placed a COPY level hold on an item that was not in their hand.
• If a title level hold had been placed, then any copy would satisfy the hold.
• However, only the exact item ID will satisfy the hold.
• You have retrieved the same title but a different copy.
• You can check the shelf again to see if you can retrieve the exact item ID.
• Or, write down the customer's user ID and the pick-up location.
• Remove the hold placed on the specific item using Hold - Remove Item.
• Then, re-place the hold using the customer's user ID and and pick-up location. Since this is an item that is in your hand, you would need to use a COPY level hold. Then trap and follow the normal procedure dependent on the pick-up location.
• Using the customer's user ID rather than an agency hold account will allow the customer to be notified that the hold is available (something they should be expecting since a hold was placed with their user ID).