RforP: Difference between revisions
Jump to navigation
Jump to search
mNo edit summary |
|||
| (9 intermediate revisions by 2 users not shown) | |||
| Line 1: | Line 1: | ||
When | ==Overview== | ||
When patrons would like the library to add an item to the collection, they complete a webform[http://www.mfrl.org/request.php?ineed=items]. 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== | ==Format== | ||
Nobody really "sees" the email - it just defines the characteristics of the ticket. | Nobody really "sees" the auto-generated email to the RforP system - it just defines the characteristics of the ticket. | ||
Subject line | Subject line is: | ||
*[RP] ''plus'' | *[RP] ''plus'' | ||
*first | *first 20 characters of title (excluding The / A / An) ''plus'' pipe ''plus'' | ||
*format [Book| DVD | Game | eBook | Audio | Book-CD | Music CD] | *format [Book| DVD | Game | eBook | Audio | Book-CD | Music CD] | ||
Example: [RP] dogs can run | eBook | 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?== | ==Who gets the ticket?== | ||
* | *'''<nowiki>#</nowiki>electronic''' is routed to KK | ||
* | *'''<nowiki>#</nowiki>physicalyouth''' is routed to SP | ||
*Otherwise, notice will go to the "Team" called ''Level I''. Generally, this is Technical Services Staff. | |||
*Otherwise, notice will go to | |||
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" and/or "user". | |||
*Patron gets | *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 | 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. | 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|Acting on Tickets]] page | |||
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