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10.8. Managing Holds in the Patron Account
Last Updated 06/04/2024
How to Manage Holds in the Patron Account
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.
Staff can edit holds in either patron’s records or title records. Patrons can edit their holds in their account on the OPAC.
If you use the column picker to change the holds display from one area of the staff client (e.g. the patron record), it will change the display for all parts of the staff client that deal with holds, including the title record holds display, the holds shelf display, and the pull list display.
Hold Action Menu
All hold actions can be performed from the Actions menu.
- Retrieve the patron record and go to the Holds screen.
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Highlight the hold record, then select Actions.
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Manage the hold by choosing an action on the list.
Available Actions
Cancel Hold: You will be prompted to select a reason and put in a note if required. To finish, click Apply.
Note: A captured hold with a status of On Hold Shelf can be cancelled by either staff or patrons. But the status of the item will not change until staff check it in.
Suspend Hold: If you want to suspend a hold or activate a suspended hold, click the appropriate action on the list. You will be prompted to confirm your action. Suspended holds have a No value in the Active? column.
Suspended holds will not be filled but its hold position will be kept. They will automatically become active on the activation date if there is an activation date in the record. Without an activation date, the holds will remain inactive until staff or a patron activates them manually.
Editing Dates: You may edit the Activation Date and Expiration Date by using the corresponding action on the Actions dropdown menu. You will be prompted to enter the new date. Use the calendar widget to choose a date, then click Apply. Use the Clear button to unset the date.
Hold shelf expire time is automatically recorded in the hold record when a hold is filled. You may edit this time by using the Edit Shelf Expire Time on the Actions dropdown menu. You will be prompted to enter the new date. Use the calendar widget to choose a date, then click Apply.
Edit Phone Notifications: If you want to enable or disable phone notification or change the phone number, click Edit Notification Settings. You will be prompted to enter the new phone number. Make sure you enter a valid and complete phone number. The phone number is used for this hold only and can be different from the one in the patron account. It has no impact on the patron account. If you leave it blank, no phone number will be printed on the hold slip. If you want to enable or disable email notification for the hold, check Send Emails on the prompt screen.
Change Pickup Library: Pickup location can be changed by clicking Edit Pickup Library. Click the dropdown list of all libraries and choose the new pickup location. Click Submit.
Staff can change the pickup location for holds with in-transit status. Item will be sent in transit to the new destination. Staff cannot change the pickup location once an item is on the holds shelf.
Transferring Holds
Holds on one title can be transferred to another with the hold request time preserved.
- Navigate to the record for the the destination title. Open the Mark for menu and select Title Hold Transfer.
- Return to the record for the original hold and find the View Holds tab.
- Select the hold you want to transfer. From the Actions menu, select Transfer to Marked Title.
Cancelled Holds
You can view a patron's recently cancelled holds in the Recently Cancelled Holds tab of the holds interface in their account.
To uncancel a hold, select the title to be placed back on hold and choose "Uncancel Hold" from the Actions menu.
Based on your library’s setting, hold request time can be reset when a hold is un-cancelled.
Viewing Details & Adding Notes to Holds
You can view details of a hold by selecting a hold then clicking the Detail View button on the Holds screen.
You may add a note to a hold in the Detail View.
Notes can be printed on the hold slip if the Print on slip? checkbox is selected. Enter the message, then click OK.
Displaying Queue Position
Using the Column Picker, you can display Queue Position and Total number of Holds.
Note: In NC Cardinal, holds are not always fulfilled on a First In, First Out basis. See Holds Fulfillment for more information.
Holds Notification Methods
In Evergreen, patrons can set up their default holds notification method in the Account Preferences area of My Account. Staff cannot set these preferences for patrons; the patrons must do it when they are logged into the public catalog.
Patrons with a default notification preference for phone will see their phone number at the time they place a hold. The checkboxes for email and phone notification will also automatically be checked (if an email or phone number has been assigned to the account).
- 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.
- 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.
If the patron changes their contact telephone number when placing the hold, this phone number will display on the holds slip. It will not necessarily be the same phone number contained in the patron’s record.