Document Requests (Staff)

Sometimes, a request will come in, and the system will recognize it as spam. This is indicated by a number next to the Spam tab in the LibAnswers dashboard.

To respond to these requests:

1. Click on the text Spam to open the tab.
   
2. Click on the text Not Spam.
3. When prompted, click Yes to confirm you want to move the request from the Spam tab to the Open Tickets tab.
   

When the system finds an error, it will be indicated by a number next to the Errors tab in the LibAnswers dashboard. Most errors are the result of an incorrect email address.

To resolve these issues:

1. Open the errors tab to see the ticket information. In this example, a quick scan of the information shows an incorrect email address.
   
    
2. Next, click on the Ticket ID to open the ticket. Once in the original ticket, click on the lowercase letter i next to the requestor's name.
   
    
3. This icon will open the details about the Questioner Information, where you can correct the email address. Do this by clicking on the pencil edit icon at the top right.
   
    
4. In this example, a period is missing between 'email' and 'phoenix'. Make the necessary changes and close out the edit box.
   
5. Click on the gear icon in the top right and select Resend.
   
    
6. Check the email address in this box. Add the email address in the box below if it is still incorrect.
   
    
7. After you have corrected the email, click on the Add Email button.
    
8. Click on the black circle X next to the incorrect address to remove it so the reply is not sent to the incorrect address again.
   
    
9. Click on the blue Resend Email button.
   
    
10. Once you have resent the email, go into the Errors tab and delete the errors by checking the boxes following the errors and clicking on Delete Selected.