Document Requests (Staff)

On occasion, a request will get canceled. Some common reasons why this happens include:

• Reprints Desk cannot source the item.
• The cost of the article exceeds our spending limit, and we have opted not to proceed with the request.
• The student, staff member, or faculty member no longer wants the item.
• The document was ordered in error.

When a request gets canceled:

1. Send the appropriate cancellation macro. The cancellation macro is somewhat vague, so depending on the situation, you may want to explain why the request couldn't be fulfilled.
2. Edit the request and select Cancelled in the Request Fulfilled By drop-down. Click Edit Question to save your selection.
3. Choose Submit as Closed to send your response.

Occasionally, Article Galaxy will reach out for approval of a request when the cost exceeds our spending limit. We may still purchase the article, depending on the student and their situation.

The guidelines for each level of student are:

1. Doctoral students: approve orders up to $199.
2. Graduate students: approve orders up to $99.
3. Undergraduate students: approve up to $75; for higher amounts, assign the request to the reference supervisor.

If a student requests more than five documents simultaneously (together or separately), assign the request to a manager.

How will you know if the article request exceeds our set price limit?

Article Galaxy will email the library inbox, indicating that the article exceeds the set price limit.

In the email, click the link: "Click here to approve or cancel your order."

This link will take you to the Reprints Desk site, where you can see the actual cost. Follow the pricing guidelines above and order or cancel as needed. If you need to transfer the request to the reference supervisor, follow these instructions:

1. Open the request in LibAnswers and scroll down to where you would write a response. However, instead of writing a reply, you will click the Assign/Transfer tab.
2. The first drop-down should default to User. Leave this as it is.
3. Select a manager in the second drop-down (Select the user to own this ticket).
4. You can make notes in the text area and include any additional information as needed. Otherwise, you can leave that area blank.
5. Under Add to Analytics, select Do not add to Analytics Dataset.
6. Next to the Submit as New button, click the up arrow to open additional submit options. Select Submit as Open, indicating that we await the student's response. If you are unsure what status to choose, hover over each option for a description.
   

We may need to cancel an order if the requester no longer wants the document or if we ordered something incorrectly. Since Article Galaxy typically fulfills orders relatively quickly, canceling an order should be done as soon as possible.

To cancel an order manually:

1. Find the OrderID as assigned by Article Galaxy. It should be in the Post an Internal Note section of the ticket.
2. Send an email to customersupport@reprintsdesk.com, including the appropriate order ID, and request that they cancel the order.
3. If the OrderID is not in the Post an Internal Note section, log into Reprints Desk to find it.
4. Once logged in, click on the Document Delivery Gadget.
5. Click on the Order History tab.
6. Select the "Filter By" drop-down menu and choose "Open Orders." From there, you should be able to locate the Order ID for the open article order.
   
7. To close the ticket in the Ask Us queue, you can apply the cancellation macro and modify it as needed to send an appropriate response to the requestor who initiated the cancellation.
8. Edit the request and select Canceled in the Request Fulfilled By drop-down. Click Edit Question to save your selection.
9. Choose Submit as Closed to send your response.

If we've decided not to continue searching for an article that Article Galaxy couldn't find quickly, send a note to the student using the canceled memo – the same one we would use if Article Galaxy came back and said they couldn't get the doc.

Example email:

Dear University Library,

We haven't been able to obtain a copyright-cleared copy of your requested article from our regular sources.

We can search extended sources, which may include trying interlibrary loan, or contacting the author and/or publisher.

If you would like us to continue, we request authorization to spend up to 30 days searching and a maximum copyright price of $90 (plus our service fee) to acquire the article if it is located.

If you authorize us to search extended sources, please be aware that we may not be able to cancel your order.

Any previous price estimates you may have received for this order will no longer be valid. If you don't respond, we will cancel this order.

Thank you. Your OrderID is 11115458

Click here to approve or cancel your order

To cancel an order manually:

1. Find the OrderID as assigned by Reprints Desk. It should be in the Post an Internal Note section of the ticket.
2. Send an email to customersupport@reprintsdesk.com, including the appropriate order ID, and request that they cancel the order.
3. If the OrderID is not in the Post an Internal Note section, log into Reprints Desk to find it.
4. Once logged in, click on the Document Delivery Gadget.
5. Click on the Order History tab.
6. Select the "Filter By" drop-down menu and choose "Open Orders." From there, you should be able to locate the Order ID for the open article order.
   
7. To close the ticket in the Ask Us queue, you can apply the cancellation macro and modify it as needed to send an appropriate response to the requestor who initiated the cancellation.
8. Edit the request and select Canceled in the Request Fulfilled By drop-down. Click Edit Question to save your selection.
9. Choose Submit as Closed to send your response.