Document Requests (Staff)

Occasionally, we receive requests where it's unclear what the student is asking for. In that instance, it is appropriate to respond to the student, asking for more clarification. When that occurs, you will select Cancelled under 'Request Fulfilled By' and choose Submit as Closed when responding to the ticket, as we generally don't leave tickets open unless we need to follow up with the student. If the student provides additional information, the ticket will automatically be reopened in LibAnswers.

Here are the steps to do this:

1. Once you have composed a response to the student, edit the request and select Cancelled in the Request Fulfilled By drop-down. Click Edit Question to save your selection.
2. Choose Submit as Closed, the default option, to close the ticket and send your response to the student.