RforP

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 req-purchase@mfrl.org, a ticket is created in a task ticket system. The ticket system will manage the request for the remainder of the process.

Format

Nobody really "sees" the email - it just defines the characteristics of the ticket.

Subject line is:

• [RP] plus
• first 15 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 begins with the branch initials. If it is not BB, the branch initials are in Bold font.

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 first line includes [No Contact]

Other codes may be present in the first line to help properly assign the ticket.

Who gets the ticket?

• If Format = eBook or Audiobook, the first line of the email should be #electronic (will get routed to KK)
• If Format = Game, the first line of the email should be #physicalyouth (will get routed to SP)
• If not #electronic and Audience = Teens or Kids, then first line of the email should be #physicalyouth (will get routed to SP)
• Otherwise, notice will go to RS/LS (Techstaff) as a "Team" called Level I.

When a ticket is created:

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

VR will have 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

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 Staff Control Panel. Note that the system is not accessible from outside the buildings.

• Claim the ticket: If the ticket goes to the Level I team, a member should Claim it from the Assign 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) for Post Internal Note. 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.