Circulation Symphony WorkFlows Circulation – Training Outline USER by fanzhongqing


									Symphony WorkFlows Circulation – Training Outline


   I.      User Record Creation
           In the Essential Skills sessions, we showed people how to search for user records and display
           those records using the Display User wizard and the User Search helper. We’re going to start
           today’s session by looking at how to create, modify, update, and delete user information.

           Login to Workflows using your library’s NNNCIRC login. Make sure you are in the Circulation
           Module. If you open the Users Wizard Group, you’ll see a wizard there for User Registration.
           When that Wizard opens, it immediately comes up with a prompt to enter a new user’s
           barcode number:

           ANSER policy is that patron’s should only have one record in the system, so we always will
           want staff to check to see if a patron already has a card from your library or another library.
           Unfortunately, the User Registration Wizard has no User Search Helper, so you cannot check
           for an existing user record from within User Registration.

           So to register new patrons, instead of heading first for the User Registration wizard, instead
           we want you to start in the Checkout wizard. The Checkout wizard has Helpers for both User
           Search and User Registration, so that makes it easier to check for an existing record before
           you start to create a new one.

           Open Checkout, then click on User Search helper. Do a lookup by Name-Browse. Use a
           nonsense name like Fish, Freddi; Kleenex, Norma; etc. Confirm the patron is not already in
           the database. Then close User Search. Now it is OK to register the patron. Open the User
           Registration Helper (in Checkout).
On the Identify New User pop-up, you would normally enter the new card barcode in the
User ID field. For training session, we don’t have barcodes, so enter your initials followed by
6 digits (any digits)—example jpk675423. The Profile Name drop-down menu shows you all
the profiles you can register someone as. In Symphony, User Profiles are equivalent to
Horizon BTYPES. There is a list showing these User Profile codes in Appendix 4 of the new
ANSER Manual for Symphony. Each library’s login will only display the Profiles that they can
use to register new users. Select a Profile and click on OK.

This will bring you to the “Basic Info” tab/form of a new user record. The Library and Profile
Name fields will be defaulted. The required field on this tab is the Last name. Note that
there are separate name fields in Symphony—so we won’t have the inconsistencies we
currently have with spacing and commas in the Horizon name field. Preferred name means
Nickname. If you enter a preferred name and leave the “Use Preferred Name” box checked,
then the nickname will be used on reports and mailing addresses. Suffixes would be Jr., Sr.,
III, etc.
We do not want libraries to enter anything in the Alt ID field that would be useful for
Identity Theft: no Social Security numbers, no Drivers License numbers. If you library has
some other internal ID scheme, that would be OK. On all the User records brought over from
Horizon, the Alt ID will be their Horizon borrower record number.

Although you see a Save button right away, you cannot save a record that only has the Basic
Info tab filled in. We have set the system to require a Street field, a City/State Field, and a
ZIP field in the Addresses tab.

The Privilege tab contains fields for the expiration date of the registration (“Privilege
Expires”). Most ANSER libraries will have this set to NEVER for adult and youth resident
cards. If the User Profile was set to a temporary or visitor, or teacher profile, the expire date
would be automatically set according to ANSER guidelines (Appendix 4 of the ANSER
manual). The Privilege tab also auto-generates a 4-digit PIN. Note that this automatic PIN is
NOT the last digits of their phone number. Your library will need to develop your own
guideline for whether you will accept this automatic PIN and tell it to the patron, or whether
you ask the patron for a PIN of their choice, or whether you will change it to their trailing
phone number digits. (All PINs from Horizon borrower records have been migrated to
If you change the PIN, you will need to enter an Override password assigned to your library
by RCLS.
By default, new User records have a status of OK, meaning that they can checkout items
without any impediment. BAD_EMAIL, BAD-PHONE, BAD_STREET, and BIRTHDATE are
statuses that would be applied to User records that have bad or incomplete contact
information. CARD-PENDING would be used to create unverified User records from web
registration forms (where you have not yet seen confirming ID from the patron). EXEMPT
would be used to prevent Employees from incurring any overdue bills.

The next tab, Demographics, has fields that each library needs to generate reports for their
State Annual Reports. Item Category 1 just indicate whether the user is a resident or
nonresident of your library charter district (or was set up for ILL prurposes only). Item
Category 2 contains a list of codes that indicate where the patron resides in relation to RCLS
charter library districts. Only one code from Category 2 can be used. These codes
correspond exactly with the BSTAT codes we have used in Horizon. For the birthdate field,
enter the date in the format MM/DD/YYYY or use the calendar Gadget indicated by the
diamond symbol. If a patron refuses to give an exact birth year, ask for a birth decade and
use that as the year (1930, 1940, 1950, 1960, etc.) If the patron refuses to give a birth
decade, use the year 1900. Example: 10/03/1900.
The Addresses tab allows you to enter a primary (Address 1), permanent home address. Use
Address 2 for local temporary addresses only. You will note that the Address field labels
have drop-down boxes, but we urge you NOT to change those labels—otherwise you may
discover that certain reports and notices will not recognize those changes.
There are two address fields. Enter mailing addresses on Street 1 and Street 2 using the
same USPS conventions we have recommended for use in Horizon:
      Omit all punctuation marks
      Secondary address unit designators, such as APARTMENT or SUITE, are preferred
          to be printed in the same line as the street number and name
      The pound sign (#) should not be used as a secondary unit designator if the correct
          designation, such as APT or STE, is known
      If the pound sign (#) is used, there must be a space between the pound sign and the
          secondary number.
      If dual addresses are used, place the Street address in Street 1 and the PO Box on
          Street 2
A list of the USPS standard street abbreviations appears in the Appendix 9 of the ANSER
Note that the City/State field in Symphony is a free-text field. There are no “City Codes”, like
we had in Horizon. You must spell out the entire city name. Use standard 2-letter USPS state
There are three phone fields. Use Phone 1 for the number where the patron prefers to have
the library call them. Symphony’s automated call system will use the Phone 1 field only. Use
SMSPHONE only for patrons who have indicated they would like to receive hold-notices via
text-messaging to their smartphones. Use phone 2 for a secondary phone number, such as
the home phone number of a student or temporary cardholder.
        Use the Extended Info tab to enter in notes about Users (information that you entered in
        Horizon as a msg or smsg Note block). The PREV_ID and PREV_ID2 fields are used to store
        barcode numbers that had been reported Lost by the patron.

        The NOTIFY_VIA field is the crucial fiiel that determines how patrons receive their library
        notifications. Enter EMAIL if they had given you an email address that you inserted in the
        Addresses tab. Enter PHONE if they prefer phone calls. Enter PAPER if they prefer mailed
        notices. This is a free-text field (it really should be a coded field), so if you enter any of these
        with a typo, the notification will not work as expected.

        User Groups is a feature we’ll implement after we Go Live that can be used for designating
        Hold Pickup permissions.

II.     Copying a User Record

From the Circulation module, select the Users wizard group. Click the Copy User wizard. Search for
an existing borrower’s user record, using one of the available indexes and select Search. If you
      receive a list of users, highlight the one you want to copy and click Clone/Copy User. Alternatively,
      to find the user record you can click Cancel at User Search scan an existing borrower’s card instead.

      Enter the new user’s barcode in the “New ID” field. The system will hesitate while it retrieves
      certain fields from the user record being copied. By default it will copy the Last name and all of the
      Addresses tab information (including Email address! So change or delete if the email differs from the
      original user).

      You will need to adjust the User profile field in the Basic Info tab, as well as add the cloned users
      first name. On the Privilege tab, you need to approve or change the auto-assigned PIN. On the
      demographics tab, you may need to adjust the statistical categories, although in nearly all cases
      those would match the original person’s record. Be sure not to skip the Extended Information tab
      where you would note their notification preferences.

      After making the needed adjustments, hit the Save button.

IV.       Modifying a User Record

      There are 2 Symphony Wizards that can be used to modify existing User records. One is called
      “Confirm Address.” SirsiDynix designed this for use at libraries where some staff members—mainly
      volunteers—are allowed to makes changes to a person’s Addresses tab in their user record, but are
      not allowed to view their other information. In ANSER, that’s a distinction we’ve never made, so we
      may never use the Confirm Address wizard. Confirm Address also appears as a Helper in Checkout,
      and it may be that at some future point we might use it to develop some custom routines that
      would simulate the “Address Check” feature we had in Horizon, which doesn’t exist in Symphony.
      But for now we’re going to ignore that Wizard and tell you instead to use the Modify User wizard
      whenever you need to make a change to an existing record.

      You can use the Modify User Wizard directly from the Users Wizard Group in Circulation, or invoke
      Modify User using Shift-F11 function key from within the Checkout Wizard (once you had identified
      a user). The Modify User screen looks and behaves exactly like the User Registration screen. Since
      we’ve already reviewed all the tabs and fields, let’s move on.

V.        Replacing Lost Cards

      Let’s say a person calls or comes to the desk reporting that their card has been lost. To prevent
      another person from using the lost card, we will mark the user record lost. From the Special group of
      wizards in the Circulation module, select the User Lost Card wizard. It can also be invoked as a
      Helper from within the Checkout Wizard. Search for the borrower’s current user record, using a
      particular index. Select Search. If a list of users appears, select the correct user name and press the
      Assign New Card button. Scan the new user barcode, or type the digits into the New User ID field
      and choose the Assign New Card button.

      Once a User has been assign a new number, their old barcode number is automatically transferred
      to the PREV_ID field of the User’s Extended Info tab in their User record. If someone tries to use that
      Lost card at Checkout, the following Popup appears:

      In the case of Lost cards, the options to Review User Record or Update Privilege will not restore a
      card to an active status. There cannot be more than one active barcode on a Symphony user record.
      If a patron rediscovers their old card, but now cannot find their newer card, you would: 1) Use the
      Remove User wizard to totally remove the card which had been set to Lost; and then 2) use the User
      Lost Card wizard to now set their new card to Lost and replace it with the older barcode now in their

VI.       Remove User

          Removing User records from the system is something that will be done automatically each year
      based on user inactivity. However, there may be occasions where you might need to remove a User
      record before those scheduled purges—the example we just saw where a lost card was rediscovered
      and their more recent card was lost is one example where the Remove User wizard could be used.
      You cannot remove a user record if the user has items currently checked out, holds, or unpaid bills.
      If the user cannot be removed because of one of these conditions, an alert window will display. You
      must address the reason for the alert before you can remove the user record.

      To remove a user record

              1. In the Users group, click the Remove User wizard.
              2. Do one of the following:
                      o In the User ID box, scan the user ID.
                     o   Click the User Search Helper, and search for the user.
                     o   Type the user ID in the User ID box, and click Get User Information.
                     o   If the Current button is available, click the button to select the last user that was
                         displayed, modified, or added.

[Trainers: you can have trainees remove a user record they created or cloned earlier.]

                 Information about the selected user displays in the Removing User window.

             3. Verify that the displayed user record is the record you want to remove, and then click
                Remove User.

                 A dialog box displays to verify that the user has been removed.

When you have finished removing the user record, select one of the following options:

                Remove Another User to remove another user
                Close to exit this wizard

VII.     Renewing a User’s Privileges

       As mentioned earlier, most libraries have their regular resident cards set to never expire.
       However, there are a handful of libraries that do want their resident cards to expire (in order to
       force patrons to visit the library); and all ANSER libraries have their temporary, visitor, and teacher
       registrations set to expire after a certain period. To renew their registration, you would use the
       Renew Privileges wizard. The Renew Privilege wizard is used to renew or extend a user’s library
       privileges. To renew a user’s library privileges:

             1. In the Users group, click the Renew Privilege wizard.

                 [Trainers: stop at this point and just explain what is seen on the screen, since you cannot
                 create an expired user for them to use as a test.]

             2. Do one of the following:
                   o In the User ID box, scan the user ID.
                   o Click the User Search Helper, and search for the user.
                   o Type the user ID in the User ID box, and click Get User Information.
                   o If the Current button (Current Search) is available, click the button to select the
                       last user that was displayed, modified, or added.
             3. Under Privilege Info, select one of the following privilege renewals options.
                   o Normal automatically renews library privileges for a full segment of time, as
                       defined in the user’s Profile policy.
                   o Special renews library privileges for the specified length of time, from today
                       until the selected date. When you select this option, additional fields become
                                 In the New Privilege Expiration Date box, use the Calendar gadget to
                                  select an expiration date.
                                 In the Override box, enter your library’s override code. An override code
                                  is required to set a special privilege expiration date. If you do not know
                                  the override code, contact your supervisor or system administrator.

                 Note: The expiration date can be set to NEVER, which means the privilege will not
                 expire. You cannot set an expiration date to a date earlier than today, and you cannot
                 set the privilege to span several individual time segments.

             4. Click Extend Privilege.

                 A dialog will display and confirm that you have extended this user’s privilege to the
                 displayed date

       After extending user’s privilege, click one of the following options. The options will depend upon
       the selections you made in the Set Properties window.

                Make More Changes to modify the existing user
                Renew Another User’s Privilege to renew another user’s privileges
                Close to exit the wizard


  I.         Basic Checkout

       From the Common Tasks wizard group, click on the CheckOut wizard. Scan the patron’s barcode
       (or type it then select the Get User Information button). Alternatively, you can use the User Search
       helper to find the user record. Have the trainees use their own user record.

       [Note that you may need to stop and make sure every person can get past any messages about
       being DELINQUENT or BLOCKED. Many will be, since they have items overdue since late June in
       our training database, which was frozen in time as of the end of June. Override is TRAINDAY.]

       Scan the item’s barcode in the Item ID field, or type the Item ID and select the Check Out Item to
       User button. You may use these barcodes of RCLS items—however, be aware that these may bring
       up In Transit messages that the trainee may need to Override using the TRAINDAY password:


Note that items that are checked out will appear in the “List of Checkouts” section, while Checkouts
from the same patron’s previous sessions appear under “Current user checkouts.”

The checkout is done. For information alone, point out the following:

Note also that some fields on the screen are underlined, such as the Date Due field in the List of
Checkouts. That underlining indicates that there is something called a “Glossary” in Symphony (which
we did not run into during Essential Skills training.) Glossaries can offer substantial shortcuts without
having to open additional wizards, helpers, or function keys.

Symphony calculates due dates by looking at a table called the Circulation Map that considers the
owning library of the item, the item type of the item, and the user type of the patron. It combines all
three of those variables into one circulation rule. You can see which circulation rule was invoked by
looking at the information that comes up with a left mouse click on the date due:
In the example above the circ rule code is 28D05C2E-N. “28D” stands for 28 day loan period. “05C”
stands for $.05 daily fine. “2” stands for 2 renewals allowed. “E” stands a max fine of $10, and “-N”
stands for no limit on materials of the number of Items using this rule allowed out at the same time.

    II.     Special Due Date

ANSER policy indicates that you should never change the due date of another library’s item. However,
you can do so for items owned by your library, if the due date calculated by the Circulation Map would
be incorrect or needs an exception. In you want to change a due date BEFORE you checkout an item(s),
in the Checkout wizard, look for the Special Due Date helper:

This will bring up a Special Due Date window:
You enter in a date in the MM/DD/YYYY format (or use the calendar gadget) to select the desired Due
Date. Then indicate whether this special due date will be in effect for this entire Checkout session (every
patron); or for this patron only during this session; or for the one item you will checkout next (default

If you need to change a due date AFTER the item has already been checked out, your next operation
depends on whether you need to change just that one item, or whether you need to all or multiple
items the same patron has already checked out. If you just need to change one item, you would right-
click the mouse on the Due Date glossary and select Modify Due Date from the resulting list:

    That will take you to a list of that one checkout. On that screen, check the box for “Apply Same Due
    Date” and then define the date you want in the MM/DD/YYYY format.
Finally, as a last step click on Modify User Due Dates button.

If you need to adjust the Due Date of several items checked out to the same patron, you need to
invoke the Modify Due Dates wizard from the Wizard Group navigation bar; or, from within
Checkout, by using the ALT-SHIFT-F4 function key. That would bring up the same dialog as above,
but will contain a list of all the patron’s current checkouts.

NOTE: Do NOT use Modify Due Date as a workaround to avoid renewal limits. A renewal will count
as a separate circulation (as it should), but modified due dates will not credit the library with the
added checkout statistic.

III.    Renewing Items

Symphony offers several ways to renew items, depending on where you may already be within
Symphony or with the information presented to you by a patron. If you are already in the Checkout
wizard, just identify the user desiring the renewal and use the Glossary (underlined Due Date) to
Renew each individual item (as Seen or Unseen).

The Seen vs. Unseen choice makes no difference the way ANSER has been set up. Other sites have
renewal rules that differ that allow fewer renewals for unseen items as opposed to seen.

If you do NOT already have Checkout open, you can renew items for a given user with the Renew
User wizard; or from a given item ID (barcode) using the Renew Item wizard. The Renew User wizard
is straightforward: identify the user, then select items from their list of checkouts and hit the Renew
Selected items button:
Have the trainees do this by first checking out one of the above barcodes to themselves, then closing
Checkout and open the Renew User wizard. Not that (as in Horizon), items are renewed from today’s
date—it doesn’t tack on an entire new loan period from the original due date.

The Renew Item wizard is even simpler: just scan or type in the barcode of the item and hit the Renew
Item button. [Just have the trainees open and close the Renew Item wizard—no need to waste time
running through an example.]

    IV.     Add Brief Title

If you attempt to checkout an item and the item barcode is not in the system, you will receive the
following message:

Hopefully you would never get this message on an item that the patron found on the shelf, but you may
get it if you have obtained an ILL item from outside of ANSER for a patron. In Symphony, you could
create a temporary record for this item using the Add Brief Title helper in Checkout.

That helper brings up a Brief Title form:

This form includes defaulted values for the Item Type, Home Location, Item Category 1 and Item
Category 2 that assume you are adding a record for an ILL item. If you are not, you would need to
change these defaults. The Item ID (barcode) and Title fields are blank, but need to be filled in. The ISBN
field is also blank, but we only recommend filling that in if you are entering one of your own uncataloged
items, not an ILL item. Use all caps in the TITLE field; enter the main title and “by (AUTHOR NAME)” in
the Title field. You do not need to adjust the two smaller boxes that appear before the Title field—they
are for filing indicators, which we don’t need for these temporary records.


    I.      Standard Discharging (Checkin)

    In the Discharging wizard, enter Item IDs (barcodes) of the items being checked in. As the checkouts
    are processed, they will appear in the List of Discharges.

    If the item being checked in needs to be put in Transit to another library, a message will pop-up
    indicating where it needs to be directed. If a receipt printer is attached, the workstation will also
    print a Transit slip.
If the item can fill a hold that had your library as the pickup location, a popup message will indicate
that the item is now an “Available Hold.” In Symphony terminology, “Available Hold” means it is
now on the Hold Shelf, while an “Unavailable Hold” is what was called an unfilled Request in

If a receipt printer was attached, a Hold slip would be printed.

II.     Discharging Bookdrop

When checking in items left in the library bookdrop, you want to give the patron the benefit of the
doubt that they could have returned these items immediately after the last time the book drop was
cleared. In Horizon, Bookdrop Checkin automatically set the checkin date to the previous day the
library was open. In Symphony, you must manually set the date to the day the bookdrop was last
cleared—as a default it puts in the current days date, which in most cases you would NOT want. Srt
the date by typing it in using the format MM/DD/YYYY or use the Date Gadget.
After the date has been set, scan the Item IDs of the items from the bookdrop. Process Transits and
Holds as in Standard Discharging.


I.      Manually Creating a Bill

Most bills (in Horizon, these were called Fee Blocks) are generated automatically by Symphony as
overdue items are checked in or set to Lost. However, on occasion the library may need to manually
assess money for a service. This is done with the Billing a User wizard found in the Circulation module
Common Tasks wizard group.

Identify the user by User ID (or by doing a User Search). [Have trainees find their own records.] Then
select a reason for the bill you are going to assess. Several of the reasons are normally invoked
automatically by Symphony, but some were meant to only be applied manually, like the NEWCARD fee.
Have the trainees select that reason, indicate an amount of $3.00. This bill isn’t related to a specific
item, so we’ll skip that field. Payment type would only be used if you are assessing a fee and then
immediately accepting payment for it in one step (i.e. you would use the Pay Now button at the bottom
of the screen rather than Bill User.) Go ahead and hit Bill User.

II.     Bill History

Where would you find a record of bills that a patron has already paid? How long that information will be
kept is a policy decision reviewed by the ANSER Committee, but there will be some established set of
time for how long the paid bill information is retained. Paid bills can be found in the Display User wizard,
which we first saw back in Essential Skills. Once a user is displayed, the Bills tab shows their unpaid bills.
Hoever, if you scroll down to the bottom of the Unpaid bills, you’ll note a drop-down box labeled “Bills:”
has been defaulted to Unpaid Bills. Change that setting to ALL or PAIS and you will then see their paid
NOTE: No Payment History information from Horizon will be migrated to Symphony.

III.    Paying Bills

Users may approach staff to pay their bills at service desks at the time they are returning items, taking
items out, or just seeking to clear their record. There are options to pay bills at Discharge, at Checkout,
and just as a separate routine. This last option is the Paying Bills wizard, available in the Circulation
module’s Common Tasks wizard group. The Paying Bills wizard looks very similar to the Billing a User

The first step is identifying the user (by User ID or User Search). Next, if you want to pay against the total
bills owed by the patron, enter that amount in the Payment box and select Payment Type. Then click the
Pay Bills button.

You can also pay individual bills or accept different forms of payment for different bills by skipping the
“Total bills and payments” section and going to the “Individual Bills and Payments” section. In that
section, adjust the Payment Type and Payment fields for each row representing an individual bill.

IV.     Damaged Items

The procedure for handling items returned to the library in a damaged condition depends on whether
the item belongs to library where it was returned; and whether the item is still in condition to circulate,
despite damage. RCLS is consulting with SirsiDynix and other Symphony consortia sites to determine a
best practice for handling damaged items that belong to other libraries; we expect to recommend some
step-by-step workflow to follow for that situation before we Go Live. If the item belongs to your library:

                    1. Decide whether to charge the person who had the item checked out last. The
                       one wizard that gives you all the information you need to proceed is Item
                       Search and Display. Enter the item barcode; at the Detailed Display for that
                       item, the last User ID can be found either in the Previous user ID (if you have
                       already Discharged the damaged item) or under the Checkouts tab (if you had
                       not yet discharged the item). You can also find the replacement cost of the item
                       under the Item Information tab.

                    2. Note the User ID and the Price. Close the Item Search and Display wizard and
                       open the Billing a User wizard. (If you had not yet discharges the item, you could
                       go straight to Discharging, checkin the item, and bill the user all within the
                       Discharging wizard.
                    3. Bill the user either the full or incremental cost of the item, using the Reason for
                       Bill value of DAMAGE. Note the Item ID in the bill.
                    4. If the item needs to be mended before it circulates again, check out the item to
                       the User ID REPAIR (not a barcode!). This will block it from being available to fill
                       holds, and also changes its current Location to REPAIR so that users see that in
                       the public catalog.


When we reviewed the Checkout and Renew wizards, we skipped over an explanation of various
messages that may popup before you perform a checkout that relate to the user’s privilege status. You
can see a user’s status in the Modify User wizard Privilege tab:
The status field contains the user’s circulation status:

                        BARRED means users have had all their privileges revoked. A user cannot be
                         automatically barred—this only occurs when a staff person manually changes
                         their status to BARRED. Any users who had the manual block “All Privileges
                         Revoked” on Horizon will show up as BARRED in Symphony. This status must be
                         set or removed by a workstation operator with an override password. In
                         Checkout, before a checkout would be allowed, a popup will appear with the
                         header “BARRED.”
                        BLOCKED designates users with unpaid bills and accrued fines that reach the
                         ANSER policy threshold of $10.00. A special override password is required to
                         check out items to a blocked user. In Checkout, before a checkout would be
                         allowed, a popup will appear with the header “BLOCKED.” Bills can be paid
                         directly from that popup.
                        DELINQUENT designates users with unpaid bills and overdue items, but below
                         the $10.00 threshold. Delinquent users can still check out items and have all the
                         other privileges of OK users, but the workstation operator will be warned that
                         the user is delinquent. In Checkout, a popup will appear with the header
                         “ATTENTION.” Bills can be paid directly from that popup.

                         BLOCKED and DELINQUENT statuses will automatically revert to OK if the
                         triggering overdues and bills are resolved.

                        OK means users have full library privileges as defined in the policy file.
                        BIRTHDATE designates users with no date of birth in their user record. A user
                         cannot be automatically given this status—this only occurs when a staff person
                         manually changes their status. Any users who had the manual block “Birthdate
                         needed” on Horizon will show up with a BIRTHDATE status in Symphony. These
                         users can still check out items and have all the other privileges of OK users, but
                         the workstation operator will be warned by a popup appearing with the header
                         “User record needs a date of birth.” This status will NOT disappear if the staff
                         person just adds in the date of birth—this status must also be manually
                         changed. (Staff would change this by selecting the status of DELINQUENT, which
                         the system will change to OK if no other automatic statuses are triggered.)
                        BAD_EMAIL, BAD_PHONE, and BAD_STREET are manually applied statuses to
                         indicate that some element of contact information that the user supplied is not
                         working: returned mail, bounced emails, disconnected phone numbers. These
                        will appear in Symphony from similar Note blocks we had for these conditions in
                        Horizon. These statuses will NOT disappear if the staff person just corrects the
                        bad contact information—the status must also be manually changed. (Staff
                        would change these by selecting the status of DELINQUENT, which the system
                        will change to OK if no other automatic statuses are triggered.)

Note that a User record can only have one status at a time. BARRED and BLOCKED should not be
changed to DELINQUENT, BIRTHDATE, BAD_EMAIL, BAD_STREET, or BAD_PHONE. If several of these
latter conditions exist, choose the status in this priority: 1) BAD_STREET; BAD_PHONE; BAD_EMAIL;


I.      Display Title Holds

To find out how many users are waiting for a title, open the Display Title Holds wizard in the Holds group
(Circulation module). Search for the title and select it by highlighting it. You do not need to select any
particular item record ID, just leave the defaulted selected barcode. Click on OK. The holds queue for
that title will appear:

By default, the holds are sorted by the date they were placed. Holds will be filled in this order, with
--If a copy has hold rules that only allow users from the owning library to have holds filled, other users
would be skipped and would never get that copy.
--If a copy allows any user to have their holds filled, but one of the users is from the library that owns
the item, that user will get priority.
--If a user suspended their hold because they will be away, they would be skipped over.
Because of these exceptions, telling a user their place in the hold queue cannot be accurately
Note that the hold queue display is not numbered. Also, the hold queue display can be re-sorted by any
of the columns. Re-sorting your display will NOT change the hold queue order that Symphony will use to
fill the hold!
You can Reorder the Hold Queue (which is only permitted under special circumstances) by right-clicking
on the User ID glossary. That glossary also lists options for Modifying or Removing the Hold:

You can also filter the Hold Queue display using the Detailed Hold Count helper so that you could see
counters indicating the number of holds for your library’s users and copies owned by your library.

II.     Modify Holds

As noted above, you can modify holds from the User ID glossary in Display Title Holds. You could also
modify holds by going directly to the Modify Holds for User wizard in the Holds group. Modify Holds
allows you to change the pickup location, Expiration date, and suspension dates of one, all, or selected
holds associated with a user.
III.    Reorder Hold Queue

As already mentioned, the hold queue should only be reordered under special circumstances: mainly if a
hold has been unfilled for so long that it expired, but the patron is willing to wait longer (but not be put
back at the end of the queue). Another example might be if an available hold (i.e. on the hold shelf)
expired because the patron was unable to pickup the item due to emergency closings by the library. The
Reorder Hold Queue wizard presents the date sorted hold queue. A right-mouse click over a selected
user ID will bring up a prompt to cut that user hold out of its current location. You would then go to the
desired spot in the list and highlight that line. Then use the right mouse-click again to paste the copied
user hold either before or after your desired spot.

IV.     Remove Hold
We saw earlier that holds can be removed (cancelled) from the Display Title Holds list, by bringing up
the glossary for a selected user ID. You can also use the Remove Hold for User or Remove Item Holds
wizards, depending on whether you start with a User or a Title. These wizards are straightforward:
identify the user (or title), bring up the list of holds (users or titles). Select one, several, or all hold rows.
Then hit the Remove Holds button.

V.      Onshelf Items (Pick/Pull List)

The Onshelf Item list present a report of your libraries items that are available to fill holds. By default it
is sorted strictly by call number, but if you click on the Current Location column, the report will be re-
sorted by location with a call number sub-sort. This would likely be the sort you would make before
printing the report and going to your stacks to retrieve the items. (Using File->Print from the menu bar
will give you added options for print formatting). Bring the pile of retrieved items back to the
workstation to resolve items on the report. For the items you found, highlight the item on the report
and then click on Trap Hold for Selected Copy — If the hold pickup location was your library, the Current
Status of Item window opens. To confirm the proposed action, click Make Hold Available, and the
selected item will be trapped for the hold. If the pickup location was a different library, a Transit
message will appear and a Transit slip will be printed. If you click Cancel, the hold is not trapped, and
you are returned to the list.
For items on the report that you did not locate, Mark Item Missing — If you click this button, the
selected item will be marked as MISSING. Click OK to mark the item MISSING, and the Onshelf Hold
Items list is updated. If you click Cancel, the item is not marked MISSING, and you are returned to the

If you located the item, but now note it is too damaged to circulate or should not have been available
for holds, use Unfill a Hold — If you click this button, the selected copy will no longer be used to fill the
hold. The next available item (which may be at your library or at other libraries) will be used to fill the
hold. Click OK to unfill the hold, and the Onshelf Hold Items list is updated. If you click Cancel, the hold is
not unfilled, and you are returned to the list.


    I.      Lost items

When an item is marked as Lost, Symphony does the following:

                Shadows the item in the catalog so that other users will not inquire about the item
                Prevents holds from being placed on the lost item
                Prevents items from being used to satisfy a hold
                Keeps the item on the patron’s record until the lost item bill is paid, forgiven, or waived,
                 or item is returned to the library
                Maintains the current location of LOST-CLAIM until the item returns to circulation
To mark an item lost, remember that you can click on the glossary of the user’s checkouts in the
Checkout wizard and Mark Items Lost. Or, you can open the separate Mark Items Lost wizard from the
Items menu in Circulation module.

            1. Click the Mark Item Lost wizard.
            2. Enter the Item ID or search for the item. Select the item from the resulting list and click
               Mark Item Lost.
            3. Click Mark Item Lost.

                If desired, modify the billing information, and select one of the following options.

                    o Bill User to bill the patron for the lost item and processing fee.
                    o Pay Now to pay the lost item bill immediately.
                    o Cancel Lost Item Bill to waive the bill for the user. The item will still be marked
                      as lost, but the user will not be billed.
            4. Repeat the previous steps for each item until all lost items are marked.

If Lost materials are returned:

--if returned within 31 days of being paid for, the Lost fee will be refunded to the user (but overdue fines
will be deducted.) After 31 days, no refunds are made. If a library charges processing fees, those
processing fees are NOT removed or refunded if the item is returned.

    II.     Claims Returned

If a user receives an overdue notice, but claims to have returned the materials earlier, use the User
Claims Returned wizard to mark materials with a claims returned date (also available in the glossary of
Current Checkouts in the Checkout wizard).

When you mark an item with a claims returned date, the Claims Returned value in the user record is
increased by one. The Claims Returned field contains the number of times a user has claimed to have
returned items. This field is automatically updated when you date a user’s charge in the Claims Returned
field. The value shows the number of times a patron has claimed to have returned materials during the
history of the patron’s use of your library.

Because this number is a historical counter, the value does not decrease if the items are later found and
checked in, or marked as MISSING or LOST. This historical counter can be useful in determining if a
patron is abusing his or her library privileges.

To mark an item as Claims Returned

    1. In the Special wizard group in Circulation, click the User Claims Returned wizard.
    2. Input the User ID or do a User Search. Select the user.
    3. The title and date due for all items checked out to the specified user display in the List of
    4. In the Claimed Returned field of the title you want to mark as Claims Returned, click the
       Calendar gadget, select the date that the user claims to have returned the item, and click OK.
   5. Click Mark Items Claimed Returned.

The List of Checkouts displays the Record updated message for item that you marked as Claims

              Once the item is marked, the user no longer accrues overdue fines for that item,
               however the item continues to appear on the patron’s current checkout list with a
               status of Claims Returned.
              If the claims returned date is the same as the due date, the patron will not accrue any

To top