Request a Document (Staff)

We often receive requests through the Ask Us form.

When you claim a request, it may not be evident that it is a request for an article or book. Once you have read it and determined it is a document request, you must move it from the Ask Us queue to the Request a Document queue. This step is essential because the macros for fulfilling a Request a Document ticket will not appear when the ticket is in the Ask Us queue.

If the ticket contains requests for multiple articles, create a separate ticket for each document request. This will help us maintain accurate statistics.

To transfer a ticket from the Ask Us queue to the Request a Document queue:

1. Open the request and scroll down to where you'd typically write your response. Instead of writing a response, click the Assign/Transfer tab.
2. In the first drop-down (defaulted to User), select Queue.
3. In the second drop-down (Select the queue to transfer to), select Request a Document.
4. In the third drop-down (defaulted to Do not assign to a specific user), you can assign the request to someone specific if necessary. Otherwise, the request will be unassigned when you submit it (the last step in this fancy list).
   
5. You can make notes in the text area, which is helpful if assigning this to someone else. Otherwise, you can leave that area blank.
6. Under Add to Analytics, select Do not add to Analytics Dataset.
7. Click on Submit as New.
   
8. You can see you've been successful because the unclaimed ticket is now listed in LibAnswers in the correct queue, Request a Document.
9. Not all information is transferred during the transfer process, so you must edit the ticket to include all necessary information. You will also want to fill out the ticket as completely as possible so we can track the publications requested and make it easier if you request the document from Reprints Desk. Click on the ticket.
10. You will find any dropped information in a grey box in the ticket's body. This usually includes information regarding the student, staff, or faculty's status and current course. Make a note of this information (take a screenshot, copy and paste it into a Word document, locate your quill, scroll, and do it the old-fashioned way, etc.).
11. At the top of the ticket, click the gear icon in the upper right-hand corner.
    
12. Select Edit.
13. Input the citation information in the appropriate fields:
    1. Question = Article / document title
    2. Question Details = Publication title
    3. Author = Author
    4. Publication Date = Publication date
    
    
14. Click Edit Question to save the changes you made to the ticket.