RforP: Difference between revisions

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When a ticket is created:
When a ticket is created:
*Patron gets ''Purchase Request Case Opened [#RP123456]'' email.  Terminology:  Ticket system calls patron the "ticket owner".
*Patron gets ''Purchase Request Case Opened [#RP123456]'' email.  Terminology:  Ticket system calls patron the "ticket owner" and/or "user".
*Ticket Assignee gets ''Ticket Assigned to you'' email  Terminology:  MFRL employees are called "agents".
*Ticket Assignee gets ''Ticket Assigned to you'' email  Terminology:  MFRL employees are called "agents".
**If the ticket goes to the Techstaff Team, all team members receive an email.
**If the ticket goes to the Techstaff Team, all team members receive an email.
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==Acting on the ticket==
==Acting on the ticket==
When a ticket notification email arrives, staff can click a link in the email to go to the ticket.  Or, they can go to the [http://rp.mfrl.org/reqpurchase/scp Staff Control Panel].  Note that the system is not accessible from outside the buildings.
See the [[Acting on tickets|Acting on Tickets]] page
 
*Edit '''Branch''' in the Ticket Details section.  The only functionality of this field is for searching and reporting.
 
*'''Assignments'''
**'''Claim the ticket''':  If the ticket goes to the ''Level I'' team, a member should Claim it from the Assign (sometimes labeled ''Reassign'') button on the ticket toolbar.
**'''Not your ticket?''':  If a ticket should have gone to someone else, any member can reassign the ticket through the Assign button.  Comments can be added in that interface to clarify.  It's possible to assign the ticket to an agent or to the Level I team.  The new assignee will get a notification email.
**'''Need to escalate / de-escalate ticket?''':  If an agent needs clarification or guidance from a superior, they can reassign the ticket as above, and ask a question in the comments section of the interface.  Likewise, a superior can answer and re-assign the ticket.
 
==Responses and Replies==
'''Internal Notes''':  There's a button on the toolbar that will send you to the Internal Note interface at the bottom of the ticket.  I suggest using the Internal Note ''button'', as it is easy to mistake the Post Reply (to patron) tab for the Post Internal Note tab.  Notes are captured within the ticket, and the Assigned Agent will get an email notification.
 
'''eMails''':  Agents and Owners (the patron submitter) can reply to any notification email.  These responses will be captured within the ticket, and agent(s) will be alerted via eMail. Tickets can not be reassigned via email.
 
'''Responding to Patron''':  Click the Post Reply button on the toolbar; the screen will scroll to the bottom of the ticket.  Agents can respond to the Owner and close the ticket at the same time, if appropriate.  There are currently a few editable Canned Responses that can expedite the process.  Anything entered in the Response will be emailed to the Owner (patron). 
 
'''Responding to Patron with no eMail address''':  If the patron wanted to be contacted by phone, you can add a Branch Supervisor as a Collaborator in the Post Reply section.  Branch Supervisors don't have access to the Ticket system, but they can receive emails from it.  The ticket owner will be listed as noreply@mfrl.org.  Technically, an email will be sent to that "Owner" address, but it will not hurt anything.
 
Since the Collaborator won't be able to see the ticket, you'll need to send them all of the pertinent details.  You can do this quickly with several canned responses in one message: Select "Send To Branch" then "Purchase Granted / Denied".  I suggest closing the ticket at this time.
 
Note:  It appears that adding branch manager as collaborator is now done for every ticket to keep them informed.

Latest revision as of 15:02, 1 November 2022

Overview

When patrons would like the library to add an item to the collection, they complete a webform[1]. Through an auto-generated email sent to the RforP system, a ticket is created. The ticket system will manage the request for the remainder of the process.

Format

Nobody really "sees" the auto-generated email to the RforP system - it just defines the characteristics of the ticket.

Subject line is:

  • [RP] plus
  • first 20 characters of title (excluding The / A / An) plus pipe plus
  • format [Book| DVD | Game | eBook | Audio | Book-CD | Music CD]

Example: [RP] dogs can run | eBook

The first line of the body may include the following tags:

  • If the contact choice is Phone, the first line includes [Add Collaborator] plus Branch Super/Asst email addresses
  • If the contact choice is No Contact, the tag [No Contact] is included
  • If the request initiated from a building's network (likely by staff, but could be from public wireless, etc) [within XX] is displayed, where XX is the branch initials.
  • If format = eBook or Audiobook, tag #electronic is included
  • If not #electronic and Audience = Teens or Kids, ticket is tagged #physicalyouth
  • If format = Game, ticket is tagged #physicalyouth

Second line is the requestor's IP address, should it be needed for IT.

Who gets the ticket?

  • #electronic is routed to KK
  • #physicalyouth is routed to SP
  • Otherwise, notice will go to the "Team" called Level I. Generally, this is Technical Services Staff.

When a ticket is created:

  • Patron gets Purchase Request Case Opened [#RP123456] email. Terminology: Ticket system calls patron the "ticket owner" and/or "user".
  • Ticket Assignee gets Ticket Assigned to you email Terminology: MFRL employees are called "agents".
    • If the ticket goes to the Techstaff Team, all team members receive an email.
    • One member of the team should claim the ticket.

VR has access to the system as a backup for Techstaff team.

Branch managers won't have access to ticket system, but may be referenced as "contributor". This will allow them to get emails when patrons need to be contacted by phone.

Acting on the ticket

See the Acting on Tickets page

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