Item request manager staff application
Item request manager (IRM) functions are handled in the Wise Console. Library staff manage the request process and configure request workflows in the Console. Customer requests are made via the Customer request form in the Wise catalog.
Sign into the Wise Console
Your library will be provided with the URL to your Wise Console. Use your username and password for the staff client or Wise configuration manager to log into the site. If you do not have the URL or your credentials, contact your OCLC implementation manager.
In order to sign into the IRM staff application, library staff must have the Wise application administrator role. This role can be added to an existing staff account in the Wise manager. Contact your system administrator or see Add user role for more information.
Manage Customer Requests screen
Once logged in to the Console, the site displays the Manage Customer Requests screen. This screen shows all of the customer requests that have been submitted in order of request date, with the most recent requests at the top.
View requests
Each item request line represents a customer request for an item to be acquired. When a customer submits a request via the Customer request form, they must include at least a Title, Media Type, and Pick-up lcation. The information provided in the request form appears in the item request line. Click on a request line to view additional information about the request.
By default, 10 requests display on the screen. Use the Rows per page drop-down at the bottom of the list to change the number of requests that appear. Use the page buttons (< >) to move forward or back in the request list.
Sort and filter requests
To sort the item request list, click on a column header. Click the header again to reverse the sort order.
To filter item requests:
- Click Filter in the top right corner of the screen. The Filter window opens.
- Select a value from one or both of the drop-down lists.
- Library organization Note: This filter will only appear if you are signed in using a staff account that has permissions for managing item requests for at least one branch of another library organization.
- Library Status
- Material Type
- Click Apply to apply the selected filter(s) to the list.
To clear filter selections, click on the X next to the filter you wish to remove.
Note: Only one Library Status and one Material Type can be selected to filter. When a new filter is selected, the previously selected filter is removed.
Item request details
The following information can be included in an item request:
| Field | Description |
|---|---|
| Title | The title of the requested item, provided by the customer. |
| ISBN or UPC | The ISBN or UPC number for the requested item, if provided by the customer. Maximum of 250 characters. |
| Media Type | The media type requested by the customer. Media types are limited to those defined by your library. |
| Library Status | The current status of the request. For more information, see Library status. |
| Updated Date | The date the request was last updated. This date is automatically populated by the system and cannot be changed. |
| Author | The author of the requested item, if provided by the customer. |
| Customer | The customer ID (barcode number) of the customer who placed the request. |
| Customer Comment | If the customer included a comment in the Customer request form, it will appear here. |
| Created Date | The date the item request was placed. This date is automatically populated by the system and cannot be changed. |
| Librarian Notes | Staff notes, these are only visible internally. |
| Link to Item | Staff can include a link to more information about an item. |
Manage and edit item requests
Library staff can manage item request workflow using customized statuses in the Item request function of the Wise Console.
- Click on the item request you want to manager. The item request details display.
- Select a Library Status to indicate the workflow step that applies to the selected request. Depending on how your library has configured your Item Request Statuses, the following actions may occur:
- a message is sent to the customer regarding the request
- the status that displays in the customer's My request page is updated
- the customer is no longer able to delete the request
- Click Save.
Request Statuses Management
Item request statuses are defined and maintained in the Item Request Manager interface. These statuses can be used to manage your workflows and to allow customers visibility of the review process. Statuses can display differently to customers and to internal staff and can be configured to trigger messages to the customer when the status is applied.
View item request statuses
- Sign in to the Wise Console.
- Go to Menu > Item Request Manager > Item Request Statuses. The Request Statuses Management screen opens. All of the statuses created by your library display.
Create default statuses
Before customers can start requesting item, a default request status must be added to the system. Use the steps below to create the default statuses and to add your own custom statuses to the system.
The following default statuses must be added in order for customers to request items via My Account. The description can be changed.
| Active | Status Name | Description | Resolution | Customer Status |
|---|---|---|---|---|
 |
Info needed | Customer input requested | Open | More information needed |
|
Canceled | Canceled by customer | Closed | Canceled |
|
Processed | Request completed successfully | Open | In progress |
|
New | New request from customer | Open | In progress |
Create or edit item request statuses
- Sign in to the Wise Console.
- Go to Menu > Item Request Manager > Item Request Statuses. The Request Statuses Management screen opens.
- Click New at the top of the page to create a new request, or click Edit next to an existing status to change the status.
| Field | Description |
|---|---|
| Active |
Check the Active box to make this status available for selection in the Manage requests screen. If the box is not checked, the status will only appear on the Item Request Statuses screen. |
| Status Name | Enter the name of the status as it will appear to staff in the Manage requests screen in the Library Status drop-down list. |
| Description | Provide a brief description of the status, this description is only visible on the Request Statuses Management screen. |
| Resolution | Select Open or Closed to indicate whether the status indicates the request is open or closed. |
| Customer Status | Enter a description of the status for the customer. This text displays to customers on the My requests screen. |
| Alert Customer | Select Yes to send an alert to the customer who submitted the request when this status is applied. When toggled to Yes, an Alert Customer field appears in the edit screen. Enter the text of the customer alert here. This text is limited to 500 characters. |
| Customer can cancel | When toggled to Yes to apply this status, the customer can select the option to Delete their request. |
- Click Save to save the details of the request.