== Managing Holds ==
-Holds can be cancelled at any time by staff or patrons. Before holds are captured, staff or patrons can suspend them or set them as inactive for a period of time without losing the hold queue position, activate suspended holds, change
-notification method, phone number, pick-up location (for multi-branch libraries only), expiration date, activation date for inactive holds, etc. Once a hold is captured, staff can change the pickup location and extend the hold shelf
-time if required.
+Holds can be cancelled at any time by staff or patrons. Before holds are captured, staff or patrons can suspend them or set them as inactive for a period of time without losing the hold queue position, activate suspended holds, phone number, pick-up location (for multi-branch libraries only), expiration date, activation date for inactive holds, etc. Once a hold is captured, staff can change the pickup location and extend the hold shelf time if required.
+
+As of 3.6, staff and patrons can update hold notification preferences on unfulfilled holds. For more information see xref:circulation:circulation_patron_records_web_client.adoc#update_hold_notifications[Update Notification Preferences].
Staff can edit holds in either patron’s records or the title records. Patrons can edit their holds in their account on the OPAC.
===============
-=== Handling Missing and Damaged Item ===
+=== Handling Missing and Damaged Items ===
If an item on the holds pull list is missing or damaged, you can change its status directly from the holds pull list.
+
. The patron can remove these checkmarks at the time they place the hold or they can enter a different phone number if they prefer to be contacted at a different number. The patron cannot change their e-mail address at this time.
+. A patron can update their hold notification preferences any time before a hold is fulfilled. See xref:circulation:circulation_patron_records_web_client.adoc#update_hold_notifications_opac[Update Notification Preferences in the OPAC] for more information.
+
. When the hold becomes available, the holds slip will display the patron’s e-mail address only if the patron selected the _Notify by Email by default when a hold is ready for pickup?_ checkbox. It will display a phone number only if the patron selected the _Notify by Phone by default when a hold is ready for pickup?_ checkbox.
[NOTE]
The clear-hold-shelf function cancels shelf-expired holds only. It does not include holds canceled by patron. Staff needs to trace these items manually according to the hold slip date.
===========
+[[managing_hopeless_holds]]
+== Managing Hopeless Holds ==
+
+Unfulfillable holds are colloquially known as “hopeless holds.” In previous versions of Evergreen, staff relied on reports to generate lists of unfulfillable holds. New improvements are intended to provide staff with an easy way to retrieve a list of unfulfillable (“hopeless”) holds and perform actions on them to move them out of their hopeless condition.
+
+=== Identifying a Hopeless Hold ===
+
+A hold is considered hopeless when there are no copies in `hold_copy_map` or when all copies in `hold_copy_map` are in a item status with the new `hopeless_prone` property set to “True.”
+
+[[hopeless_prone_item_status_property]
+=== Hopeless Prone Item Status Property ===
+
+Item statuses have an additional property available called “hopeless prone,” indicating that items within that status may become unfulfillable. This new item status property can be applied to any status that may result in unfulfillable holds, such as “Missing” or “Lost.” The hopeless prone property is set to “false” by default. It can be modified in the Item Statuses interface. Like all item statuses, this is globally applied without regard to Organizational Unit.
+
+Please note that existing hold statuses (e.g., Waiting for Item) continue to work as expected, and no additional hold statuses were created as part of the development of this feature.
+
+image::media/hopeless_prone_item_status.png[Item status configuration screen]
+
+==== Applying the Hopeless Prone Item Status Property ====
+
+. Go to *Administration -> Server Administration -> Item Statuses*
+. Double-click the item status you want to edit
+. Check the checkbox for *Prone to Hopeless Holds?* to apply the property
+. Select *Save* to save your changes.
+
+[[hopeless_holds_interface]]
+=== Hopeless Holds Interface ===
+
+The Hopeless Holds interface is used to retrieve a list of unfulfillable holds and perform actions on them. It is accessible through *Administration -> Local Administration -> Hopeless Holds* to staff with permissions to view and modify holds.
+
+The interface displays a grid similar to that of Holds Requests, with a list of holds that are considered unfulfillable. Requests are added to this list based on whether there is a value in the Hopeless Date field, which is stored in the `action.hold_request` table.
+
+image::media/hopeless_holds_interface.png[Hopeless Holds page in Local Administration]
+
+The hold targeter sets (or unsets) the hopeless date value for every hold request based on whether any eligible copies are found to potentially fill the hold. The first date the hold targeter finds the request unfulfillable is entered in the Hopeless Date field and remains there until unset. Choosing the action “Find Another Target” will reset the Hopeless Date field in addition to its usual function of triggering the hold targeter.
+
+The list of hold requests can be filtered by hopeless date range and/or pickup library. Pickup library defaults to the workstation library and retrieves results for the selected library and its descendents.
+
+All columns in the grid can be sorted by clicking the column header. The following columns are visible by default:
+
+* Hold ID
+* Patron Barcode
+* Request Date
+* Hold Type
+* Pickup Library
+* Title
+* Holdable Formats
+* Hopeless Date
+* Status
+* Part Label
+
+Additional columns are available through the column picker, including the standard column options associated with Holds.
+
+After selecting one or more hold requests from the list, staff can use the Actions menu to perform a variety of tasks. All actions activate new tabs for each selected record. Available actions are similar to those found in other holds-related menus (e.g., Cancel Hold, Modify Hold(s), Find Another Target.)
+
+Additional actions include:
+
+* *Add Holdings* - opens the selected bibliographic records in the Holdings Editor for the purposes of adding new items to the records; this action is disabled if there are metarecord holds among the selected requests
+* *Show in Catalog* - opens the selected bibliographic records in OPAC view
+* *View/Place Orders* - opens the selected bibliographic records in Acquisitions, where staff can add the titles to a selection list, add the titles to an existing purchase order, or create a new purchase order; this action is disabled if there are metarecord holds among the selected requests
+
+image::media/hopeless_holds_actions.png[Actions menu in Hopeless Holds interface]
+
+TIP: If you use a popup blocker on your browser, it must be configured to allow multiple popups. If a user selects multiple rows and chooses an action like “Retrieve Patron,” each one appears in a new tab.
== Alternate Hold Pick up Location ==
since the permission group determines the expiration date.
=======
+[[update_hold_notifications]]
+=== Update Hold Notifications ===
+indexterm:[patrons, holds, notifications]
+
+The public catalog and staff client have the ability to update existing holds if a patron or a staff member changes certain notification preferences or contact information. Evergreen will detect these changes and prompt the staff user or patron user and ask if they want to update existing holds with the new contact information and/or notification preferences.
+
+NOTE: Email notices are sent at the time of hold capture, the system will not prompt a user when a change to the email address is made - the user will only be prompted if email notifications are turned off or turned on, or if an email address is invalidated by a staff user.
+
+[[update_hold_notifications_staffclient]]
+==== Staff Client ====
+
+In the web staff client, the staff user should retrieve a patron and select the *Edit* tab.
+
+If the staff user makes any changes to the any of the following fields, when the staff user clicks *Save*, Evergreen will check if the patron has current unfulfilled holds.
+
+* Daytime Phone
+* Evening Phone
+* Other Phone
+* Default Phone Number
+* Default Hold Pickup Location
+* any of the Holds Notices checkboxes
+
+If unfulfilled holds are detected, the staff user will be prompted via a modal to update these holds with the new or updated contact information, or to remove contact information from the holds.
+
+Select the desired holds to update by checking the box next to each different notification grouping and clicking *Update Holds*. The selected holds will be updated. If the user does not wish to update holds, click *Do Not Update Holds*.
+
+image::media/update_holds.png[Update Hold Notifications]
+
+The Update Holds process will also be triggered if a phone number or email address is invalidated. Once the staff user clicks *Save* after invalidating a phone number or email address, Evergreen will check for unfulfilled holds and prompt for removing a notification method if necessary.
+
+As part of this work, certain form validation constraints were added to the web client Patron Editor interface. These include the following:
+
+* If the staff user sets the Holds Notices checkbox to true for Email Notify, Evergreen will enforce entry of a patron Email Address, if Email Address is blank.
+* If the staff user sets the Holds Notices checkbox to true for Phone Notify, Evergreen * will enforce entry of a Default Phone Number, if Default Phone Number is blank.
+* If the staff user sets the Holds Notices checkbox to true for SMS Notify, Evergreen will enforce entry of a Default SMS/Text Number, if the Default SMS/Text Number field is blank. * Additionally, even if the Holds Notices checkbox is false, if a staff user enters a number in the Default SMS/Text Number field, Evergreen will enforce a selection from the Default SMS Carrier dropdown.
+
+[[update_hold_notifications_opac]]
+==== Public Catalog ====
+
+From the Public Catalog MyAccount interface, the patron user should navigate to the _Account Preferences_ tab and then to the _Notification Preferences_ tab.
+
+If the patron user makes any changes to any of the notification fields, when the patron user clicks *Save* Evergreen will check if the patron has current unfulfilled holds.
+
+If unfulfilled holds are detected, the patron user will be prompted via an interstitial page to update these holds with the new or updated contact information.
+
+Select the desired holds to update by checking the box next to the each notification grouping and click *Update*. The selected holds will be updated. If the user does not wish to update holds, click *Continue without updating*.
+
+image::media/opac_update_holds.png[Update Hold Notifications in the public catalog]
+
+This work also added a _Notify Method_ column to the _Current Items on Hold_ table, found under the _Holds_ tab, that will show the patron user which notification methods are active, along with which numbers will be used for Phone or SMS notification.
+
+image::media/notify_methods.png[Show notification methods in the public catalog]
+
+Additionally, patron users can now edit hold notification preferences on individual holds by using the _Edit_ function found in the _Current Items on Hold_ table.
+
+image::media/update_individual_hold.png[Update individual hold in the public catalog]
== Renewing Library Cards ==
indexterm:[library cards, renewing]
projects / Evergreen.git / commitdiff
