Troubleshooting Work Orders

Fixing an Accidental Work Order

If you create a work order by accident…

…and the item is in hand and belongs to your unit:

1. Mark the work order as Done, which sets the item to In Transit
2. Give it to the Circulation Desk or set your Currently At to the Circulation Desk
3. Scan in the Item to mark the item as In Place
4. Reshelve
5. If the item is a Remote Storage item, send back to the remote storage location (assuming the item is in hand).

…and the item was requested from another non-Remote Storage location but it hasn’t been acted on yet

1. Go to Fulfillment >> Monitor Requests & Item Processes
2. Find the work order request and click on the Cancel button to cancel the work order and request

…and the item was requested from another location or Remote Storage and the workflow step is Transit Item:

• Do NOT click Cancel. This will only cancel the request, but leave the item in the work order department. Once the item is in the work order process, that process needs to be marked Done before it will return home.
  • Note: a good rule of thumb is to avoid using cancel if it's been more than 2 minutes since you've placed the library request/work order.

Instead:

1. Wait until it gets to you
2. Mark the work order as Done, which sets the item to In Transit
3. Send it back to the owning library’s Circulation Desk or the owning Remote Storage location
4. They will scan in the item to mark the item as In Place and reshelve

…and the item was requested from a Remote Storage location:

• If the Workflow Step is Waiting For Remote Storage

  1. Use the Requests search type and the Request ID to find the request OR

  2. Go to Fulfillment >> Monitor Requests & Item Processes and search for the request in that list

  3. When you find the request, click on the Cancel button to cancel both the work order and request.

     1. This will work because the work order/request has not been sent to Remote Storage yet.

     2. In this scenario, the Do not pick from shelf box was NOT checked at the time the work order was placed.
        
        

• If the Workflow Step is In Process

  1. Use the Requests search type and the Request ID to find the request OR

  2. Go to Fulfillment >> Monitor Requests & Item Processes and search for the request in that list

  3. When you find the request, click on the Cancel button to cancel just the request.

  4. Send the barcode to LTS Support (using the Support form) for Remote Storage status correction

     1. In this scenario, the Do not pick from shelf box WAS checked at the time the work order was placed.

Fixing an Accidental Done

If you mark a Work Order as Done prematurely, set your location to the Work Order Department and use the Scan In Items screen to set a status, then scan in the item. Because you’re in the department for which you need the work order initiated, this will just start a new work order for the right place.

Use this same method if you are in Technical Services, have Received a new item and forgot to check Keep in Department.

Transferring an Item In Hand to Another Department or Another Work Order Type

If an item is in a work order for one Department and another Managing department of the same Work Order Type scans it in, the original work order is automatically transferred from the original department to the department that scans in the item.

Example: An item is in the Judaica Tech Services Department. A staff member at ITS 625 Tech Services scans in the item. The Judaica work order is transferred to ITS. This can be done on purpose to move items from one Tech Services department to another; if it is done accidentally, scanning the item back in at Judaica will transfer the work order back again.

If an item has had all its work completed in your department and you need to send it on to work in another Managing Department:

1. Initiate the new work order request on the item.
2. THEN, mark the current work order Done, and the item will automatically be en route to the next work order.
   • Note that there are no statuses or stops that cross more than one line (like Downtown Crossing).
3. If you accidentally mark the item Done first, just scan it in again to your department on the Scan In Items screen, initiate the new work order, and then mark the current work order Done.

Example: An item is already in a Collections Care work order process, and you determine that it also needs updated cataloging. You can look up the item using a Physical Items search, select Work Order from the row action item list, and initiate a Technical Services work order straight to Cataloging. Once the Collections Care work is done, it will be sent for that cataloging, and then returned to the shelf or sent to fulfill a patron request.

New Acquisitions Not Properly Marked as Done

Sometimes, staff at a Circulation Desk or are Access Service receive a group of new items for shelving that all display alerts that they need to be returned to ITS or a Technical Services department. If this happens, they may not have been properly marked as Done during the receiving process. Circulation staff cannot mark the work order for these items as Done, because they are not in the proper work order department.

If this happens, Access Services staff can reach out to a Technical Services/ITS contact and email the list of affected barcodes to be marked Done.