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The first and most important thing to say about the Edit options screen is that all of the parameters in this screen are defaulted to the most common settings. If you want questions entered using this Request form to come into the system and appear in the unallocated questions pool, with Request type "Reference", a confirmation email being sent to the client, and the target response date being set 2 days (including weekends) from arrival, and all the enabled closing fields to be presented when closing questions of this type, you don't have to make any changes to anything on any of the tabs in this screen!

However there are many more things that can be configured into how your form will operate, so, if for this type of request you need the questions to process in some other way, or to include some other features, the Edit options screen should be reviewed! Although this screen is very easy to use, if you are concerned about how to achieve the particular processing result that you want for your particular Request form, please call your RefTracker support representative for assistance.

You will quickly come to know which parameters on this screen are the ones that you normally change to replicate the processes in your library, and to make it even easier, we have grouped them into tabs. You can make as many changes as you need on as many tabs as you need before having to click update, however for most Request forms you will only need to look at the first two tabs. The third tab, as per its label, only contains optional settings.

If you normally use settings that are different to the defaults, and want to minimise the work required to create new forms, then set up a form that has the settings correctly set for your organisation, and copy that form whenever you need to create a new form.

The description below explains each of the settings on each of the three tabs.

Organisations that are licensed for the optional Dynamic Lookups module will have a fourth tab showing – Lookups – how to use the Lookups tab is explained in the separate Dynamic Lookups Module Setup and Usage Manual.


MAIN ACCESS OPTIONS:

This tab allows you to set the main options for your Request form. You should always review all of the settings on this page, however the lower ones will change only when the form has specific usage or closing requirements.


Request type – This is the Request type that will be assigned to questions submitted using this form. You will usually design a Request form for every Request type that you want submitted by clients as Request forms do not allow for client users to be able to change Request types (though staff can always change them once the question has arrived). If there is no suitable Request type, a new one can be created using System>Code tables>Request type.

If the Request type field is included in your Request form design, the value selected by the user of the form will override the value selected here.

Some forms are designed to accept questions of a range of Request types - for example your email importing form will import questions of unknown Request types, and you may well have one "Generic" form specifically designed to collect requests of a wide range of types.  When this is the case we recommend that you set the Request type to a value that clearly indicates that classification is required (such as "New question" or "*Unclassified*") and set the "Classify on receipt" option to "Yes".

Classify on receipt – Change this to "Yes" if you want the staff member first handling the response to this request to select an appropriate Request type for this question.  When "Classify on receipt" is set to "Yes", the Request type (specified in the field above) will be associated with the request on submission but will act as a generic classification only.  Changing this option to "Yes" sets a process in place that ensures that the staff member who first works on this question, MUST change this default Request type to a more accurate Request type, the first time they use the Answer, Third party, Close without client contact or Change screens for that question.  In Answer, Third party, Close without client contact and Change, the Request type will show as "[select option]", and include a highlight bar to its left, in order to indicate it needs to be changed.
The Reallocate screen can be used without reclassifying the Request type, but if a new Request type is applied using the Reallocate screen, this will satisfy the requirement that the Request type must be changed.
This option assists organisations that want to use a generic form to bring in questions of many types, to obtain better statistics about the types of questions that they are responding to.  For example, you may well want to set this parameter to "Yes" for your form/s used to import emails, or forms used by the RefTracker to RefTracker process. 
When implementing “Classify on receipt” we recommend that you create a Request type that can be used specifically for the unclassified questions e.g. “New request” or "*Unclassified*".  Using a Request type like these in the "Request type" field immediately above "Classify on receipt" will make it clear that a request has not yet been classified (both to staff answering the question, and in the statistics), as well as neatly complying with the need to change the Request type. 

Do not include the Request type field in forms that are set to "Classify on receipt" as it is inappropriate and will result in the Answering staff member not being able to select the default request type.
Note that forms where "Classify on receipt" has been set to "Yes", do not display the Request type in the Receipt information section of the New screen as the intention of this workflow is to have the staff member answering the request set the Request type, not the staff member entering the request.  If you need the staff member who enters the question to be able to set the Request type for a form set to "Classify on receipt" when using Close now mode in the New screen, we recommend that you include the Request type field in the Request form design - changing the Request type in the New screen in Non-follow up mode will satisfy the requirement to Reclassify.
When "Classify on receipt" is on for a form being used in Close now mode, Request type displays as the default request type for that form.  Staff need to remember to change the Request type value when that is applicable (it is likely to be something like "*Unclassified*" that clearly indicates that it needs to be changed).

Beware that the standard confirmation email to clients shows the Request type in the subject line, so if a confirmation email is going out (which it rarely does for email importing), its subject line will read something like “Receipt of your *Unclassified* question” if you do not change the Subject line for that template in the Email templates code table.


Client availability – Tick General when you want this form to be used by clients through the RefTracker client interface Ask new question function (which is accessible from all RefTracker client emails, even if you don't use it in your web pages).

- Tick External where you want this form to be used anywhere else but in the RefTracker client interface Ask new question function. When External is chosen the form is only available from places where you specifically insert its URL (which will be in the forms http://<YourRefTrackerDomain>/reft100.aspx?key=<KeyForThisForm>Use this option for testing forms – if you are the only one who knows the URL for the form, you will be the only one who can access it if you set its client availability to External.

- Tick None if this form is not to be used at all by clients (=Disabled).

Don't forget that as soon as you set availability other than "None", and the form passes validation, the form will be made available for live usage in your system – so sometimes you will need to leave setting the availability until the moment you actually want to make this form available for use for the first time.

KB default – determines whether the prompt to add this question to the KB will be provided in the closing section for questions entered using this Request form. Further, if the question is to be displayed, it then allows the default setting of that question to be set.

Set to "Never" to remove the question about KB inclusion form the closing division. Forms that are set to never ask if the question should be included in the KB, cannot be included in the list of Request forms provided under KBnew (so the Available in KBnew tick box that needs to be ticked for a form to appear in the KBnew function only shows when KB default is set to "Include" or "Exclude").  You would choose Never here, if you do not want staff to be involved in the process of what goes into the knowledge base, for this type of request.

Set to "Include" to have the question about KB inclusion in the closing division and default it to "Include". This will mean staff will have to actively exclude any question they do not think should go in the KB.

Set to "Exclude" to have the question about KB inclusion in the closing division and default it to "Exclude". This is the default setting.  It means staff can choose to "recommend" that a question be included in the KB (by changing the "Include in KB" field for that question to "Include"), even if they don't have permission to add questions to the KB.

The next three parameters are about availability of this for to staff Set availability for the staff screens that you want this form to be able to be used from by ticking the box - forms can be used from more than one. Once a form is ticked as available you will be asked you will be shown the permission level of staff that will be able to see and use this form.

Availability in 'KBnew' - Make it available in KB new, only if the form is specifically designed for this purpose – no matter what data you collect in the form, only the Question and Answer text will be placed in the KB. The distribution KBnew form is already provided for use with the KB new screen, so you will only need to make other forms available in KB new if you have a specific need.

Availability in 'New' - Make it available in New when the question will usually be answered using the full features of the Answer screen.


Don't forget that as soon as you set availability other than "None", and the form passes validation, the form will be made available for live usage in your system – so sometimes you will need to leave setting the availability until the moment you actually want to make this form available for use for the first time.

Use permission – Sets the lowest permission level of staff member that will be shown this form. The default setting of DeskStat means that all levels of staff users can see, and therefore use this form. Don't forget to raise this level if you don't want ServicePoint users like those at service desks to be able to enter questions using this form.

Close permission – Sets the permission level of staff that will be able to close questions using this form in the screens that you make it available for staff usage in the Availability settings above. You only need to change this if you want a different level of user to be able to close the question than the default value of Regular. For example you may want to allow general users to close this question – especially if it's the sort of question that does not need a response like the details of a service that was provided to the customer on the spot, or input to a survey. If a staff member can use the form, but not close it, and you have made the form available for use in the New screen, that staff member will be presented with a field where they can add notes for their Supervisor, and the question will be placed into Review by supervisor status, and an email sent to the Supervisor for view of the Answer, when they click on Submit.

Override permission – Sets the lowest permission level of staff members that will be able override the client communication and allocation settings specified in this Options screen – for example – you may want General and DeskStats users to be able to enter the details of a question using this form, but you may not want them to be able to prevent the confirmation email from going out, or to allocate the question to anyone other than the normal person for this type of question – in this case you would set this parameter to Probation (because General and DeskStats are lower level users that Probation they will then not be able to override the confirmation email or allocations setting). The System default is that Probation users and above can override the confirmation email and allocation settings that you design into your form, so you will need to raise this setting if you want to tighten up who can override your design.

KB permission – determines what level of user should be able to put questions of this type into the KB. Note that this parameter will not appear at all if the KB default parameter on this tab has been set to "Never".

Expertise – if you have the Expertise code table set to Optional or Mandatory, this parameter determines, whether the Expertise drop down should be included in the Closing division for questions that use this Request form, and whether it should be Optional or Mandatory for that form. Set to "Disable" to remove it form the Closing division for questions using this form (you can remove it from all forms by setting the Expertise code table to Disabled, and if the code table has been set to Disabled the option to set the status of the expertise code table in the Main access options tab will not be provided). Set to "Optional" to include (only available if the Expertise code table is set to Optional). Set to "Mandatory" to ensure that a value is always provided.
The Expertise code table controls the values that appear in this drop down, and the name of the Expertise code table determines its label. 
Expertise is usually used to record the difficulty of a question, but it can also be used for other purposes - for example, a common use is "Marked for" Management attention, updating the web site, interesting question report, etc. One value in this drop down list can be selected.

Closing comment – if you have the Closing comment field in the Data Dictionary Question table set to Optional or Mandatory, this parameter determines, whether the Closing comment field should be included in the Closing division for questions that use this Request form, and whether it should be Optional or Mandatory for that form. Set to "Disable" to remove it from the closing division for questions using this form. Set to "Optional" to include. Set to "Mandatory" to ensure that a value is entered in this field
The name of the Closing comment code table determines the label that will be used for this field in the closing division.
Closing comment is usually used to record explanations, but it can just as easily be used for numeric applications like "Number of documents" provided.  It can be used to record up to 2000 alphanumeric characters.  It can be renamed (using the Data dictionary>Question tables>Question) to reflect its purpose, for example it might be called "Billing description" or "Number of items".

Category – if you have the Category code table set to Optional or Mandatory, this parameter determines whether the Category drop down should be included in the Closing division for questions that use this Request form, and whether it should be Optional or Mandatory for that form. Set to this to "Disable" to remove it from the Closing division for questions that use this form (you can remove it from all forms by setting the Category code table to Disabled - if the code table has been set to Disabled the option to set the status of the expertise code table in the Main access options tab will not be provided). Set to "Optional" to include (only available if the Category code table is set to Optional). Set to "Mandatory" to ensure that a value is always provided.
The Category code table controls the values that appear in this multi-select list, and the name of the Category code table determines its label.
Category is usually used to record standard search terms for a question, but it can also be used for other purposes - for example, some customers use it to record Resources, as they only want to record Resources as questions are closed.  Any number of values in this multi-select list can be selected. It can be renamed (using the Data dictionary) to reflect its purpose, for example it might be called "Subject".

Resources – if you have the Resources code table set to Optional or Mandatory, and there is one or more resources with Question type Any or Question in that code table, this parameter determines, whether the Resources display should be included in the Closing division for questions that use this Request form, and whether it should be Optional or Mandatory for that form. Set to "Disable" to remove it from this form (it is common for Resources to be disabled for forms set to close on arrival, as disabling Resources makes the form much easier to use). Set to "Optional" to include (only available if the Resources code table is set to Optional). Set to "Mandatory" to ensure that at least one Resources entry is recorded EVERY time the Resources section displays for that form (in this case you will need a "None applicable" entry in the code table).
The Resources code table controls the values that appear in this horizontally displayed multi-select list, and the name of the Resources code table determines its label.
Resources is usually used to record the Resources that proved useful in providing this step of the response, but it can also be used for other purposes - for example, number of documents provided.  Any number of items in this table can be selected, and optionally, a comment of up to 2000 alphanumeric characters can also be records (such as the search criteria used in that Resource).


PROCESSING OPTIONS:

Processing options – staff follow up required: This tab allows you to set the options for how your Request form will be processed on arrival. You should always review all of the settings on this page.


 
Allow processing type – This parameter simplifies the settings in this page by making this initial decision as to whether questions received using this form will need staff follow–up or will be closed as they are created.
Choosing "Follow up" means the question will be worked on by RefTracker staff and so parameters allowing you to determine how the question will be allocated on arrival will display.
Choosing "Close now" means that you want the question to be closed and/or redirected on arrival, and so appropriate parameters for that option will display.

Both options can be chosen, and if that is selected, the New screen will provide radio buttons that allow the users to swap between these two modes of operation.

Default processing type – If both options are chosen in "Allow processing type" above" this options allows the mode that will show on initial display of the new screen, to be determined.
The Answer field must be provided in the layout of every form set to default to Close now, that allows Client use - a validation message will ensure that this is done.

Allow reopen by client – This parameter has two parts:
- Untick the box if you do not want requests that use this Request form to be able to be reopened by clients.  For some request types, some organisations want their clients to submit a new request if they need more information.  For example, this parameter is often unticked for "Suggestions and Complaints" so that there is no opportunity for the client to argue with your response.
If you untick the box in this parameter, the option that allows clients to reopen their question in "Check on existing question" is removed, and the option to ask for further information about a request is removed from the Response email.
- If you are leaving this box ticked, choose "Available staff", "Allocated staff" or "Unallocated pool" to indicate how questions reopened by clients should be allocated.
. Customers who operate shifts will want to set this to Unallocated pool so that whoever is rostered on when a reopen request comes in, can handle the reopened question.  An email will not be sent advising arrival of this reopen, but rostered staff will notice it as the question will appear at the top of the Open questions screen because its Target date will have been recalculated based on the reopen date and time. 
. Customers who operate a service where most staff are available most days will want to use Allocated staff so that the staff member who provided the answer will be automatically notified by email of the reopen.  The Target date will be reset, and the question will appear at the top of the Unallocated questions list, so other staff can easily see it needs attention if the allocated staff member does not act on it promptly. If you choose this option, the email will go to the allocated staff member whether they are available or not (because this  is not a reallocation - they are already the allocated staff member).
. Choose the Available staff option here if the question should be reallocated to an available staff member so it is addressed quickly, if the Allocated staff member is Unavailable.  An email advising arrival of the reopened request will go to the staff member RefTracker determines based on the following escalation regime:
- Current allocated staff member, but if they are Unavailable
- Current allocated staff reviewer if any have worked on the question and are Available
- Available Supervisor at the same location with the least number of questions allocated to them, and if none
- Available System administrator from the same location, and if none
- the Active system administrator

 

We cannot stop clients from replying to the Response email, and when that occurs and the Reopen option here has been set to disallow reopening by the client, the way it is handled depends on whether Evaluation is enabled for this form (see the Other options tab for this parameter).  

- if Evaluation IS in use, the client will receive an email saying that their email WAS received as a comment, but that the question cannot be re-opened with some other communication options as provided by links in that email.  A note about the email goes into the question’s History, and it is treated as an evaluation comment with the text going into the Evaluation comment field (for analysis), and the appropriate person being advised as per the Evaluation parameter (in the Other options tab).  Use this option if you want to make sure that all comments from clients are addressed.
- if Evaluation is NOT in use, the client will receive an email explaining that their email was NOT received, the question cannot be re-opened and that they should use some other communication options as provided by links in that email.  A note about the rejected email goes into the question’s History, but the question is not re-opened and no-one is advised that this has occurred.  Here's an example of the email sent to the client advising that the question cannot be reopened.  Use this option if you are happy to ignore comments from clients who do not follow instructions.

If the client clicks on the "Ask a followup question" link in any of these Follow up option emails, they will be presented with the same Request form they used for their original enquiry, with their contact details already filled in, and a reference to the original question already in the Question field.

Further, when a question is reopened the Open date is reset and the question appears at the top of the Questions by received date list.  If the Target date is being set by Objective response date (as per parameter 2.12), the Target date will be reset as if it is a new question.  If Target date is being set according to Last useful date, the Target date will not be automatically reset as new Last useful date information has not being provided, but if the staff member working on the question knows of a new Last useful date, they can always (and should take the time to) change it using the Change screen so the system and statistics will reflect that changed need.


Follow up options

If Followup processing type is chosen, this group of parameters will show to allow you to determine how these requests will be allocated on arrival.

Objective resp date value and Objective resp unit – Use these parameters to set the Objective Response Date for questions being entered using this form. When a question arrives in the system, its Objective response date will be set by adding the time that you specify here to the date and time of arrival, if the question arrives within the opening hours of the receiving library, otherwise the time will be added to the date and time that the library is next open.

Allocation mode – Choose how the question will be allocated – to the Unallocated pool, to an individual, etc. – the appropriate fields to complete your Allocation mode choice appear according to the choice you make here. Your choice of allocation mode determines how questions entered by clients using this form will be allocated and the default allocation mode offered to staff using this form to enter questions via New, but staff can override this setting according to the Override parameter in the Main tab. You should refer back to the Staff manual if you need a refresher on the implications of each of the possible allocation settings. More details of the Allocation options are provided in the Staff manual.

Staff member – Choose the staff member the questions created using this form are to be allocated to if your selected Allocation mode was individual.

Allocation type – Choose what types of staff should be taken into account if your selected Allocation method was Allocation regime.

Allocation method – Choose what levels of staff should be taken into account if your selected Allocation method was Allocation regime.

Send allocation email – Choose whether an email advising a new question has arrived using this form, should be sent to the staff member who is allocated this question, and if so, what email template should be used – the default template is refm100.htm. Note that if you design a new template it has to be included in the System>Code tables>Other>Email templates code table, before it can be selected here! code table, before it can be selected here!

Notify email address - Related to the Notification email parameter above and so only active if Notification email option is ticked – this is where you choose the email address/es to which the notification email will be sent. This field is 2000 characters in length so there is plenty of space to add in multiple email addresses, separated by a semicolon, if you want more than one person copied – or you could just send the notification email to a shared email address.

Send notification email – Choose to have a notification email sent to a specified email address when questions that are entered using this form are sent to the Pool (as specified in the Allocation section of this tab). As this notification email is to advise staff of the arrival of a question, this notification email is NOT sent when questions are created by a staff member using this Request form in the New screen (as that staff member should have already have dealt with any consequences, such as allocating the question to another staff member if followup is required).
This is a useful tool for systems with low volumes of questions coming in, and, in any scenario where a shared email address is used to alert all staff of work arriving.
If the client cancels the question and a notification email has been sent, and the question has not been allocated since its arrival, a cancellation email will be sent to the notification email address/es, so that staff relying on these notification emails to pick up new questions, rather than viewing the Open questions screen, can immediately see that they no longer need to attend to this question.

If you choose to send this email you can choose what email template will be used – the default template is refm101.htm. Note that if you design a new template it has to be included in the System>Code tables>Other>Email templates code table, before it can be selected here! Notification emails are not sent when a question is entered and closed at the same time using the New screen in Close now mode.


Close now options

If Close now processing type is chosen, this group of parameters will show to allow you to determine what happens as the question is closed on arrival.

Automatic redirect – Choose whether this question should be automatically redirected as it is closed on arrival – if selected additional parameters will appear to allow you to define which email template will be used to communicate the redirect, and to which address(es) the email should be sent.

Redirect email addresses – When the option to have a question redirected on arrival is chosen, this line appears allowing the email address(es) to which the redirect email should be sent, to be defined.

Redirection email template – When the option to have a question redirected on arrival is chosen by ticking the Automatic redirect box, this line appears allowing the template to be used for the Redirection email to be selected. The default template is refm512.htm but other templates can be made available for selection by adding them into System>Code tables>Other>Email templates.

 

Client communication options

Confirmation email – Choose whether a Confirmation email should be sent to the client on arrival of the question (whether entered by staff or client, though staff can override the choice). This option is ticked by default so that a Confirmation email will go out unless you specifically untick it. The template that will be used is selected in the template drop down list that appears to the right of the tick box. The default template (refm110.htm) is generic enough to be appropriate in most situations but you can design a template specifically for use with this Request form if you need to. Note that if you design a new template it has to be included in the System>Code tables>Other>Email templates code table, before it can be selected here! For example when a request is being automatically passed on to another area for handling, that can be explained to the client in a custom designed confirmation email. In some environments (often in special libraries) clients do not need a confirmation email. Note that if you define both a confirmation email to go to the client, and a response email to go to the client, and the question is closed at the same time as it is entered using the New screen, only the response email will be sent.

If this form is being used for importing emails, we suggest that you turn the confirmation email off.  Spam email cannot be prevented from entering your system, and you do not want to be encouraging spammers by sending them "replies".

Response email – Choose whether a Response email should be sent to the client for questions entered using this form.  This option is ticked by default so that a Response email will go out unless you specifically untick it. Then select the template to be used from the template drop down that appears to the right of the tick box. Note that if you design a new template it has to be included in the System>Code tables>Other>Email templates code table, before it can be selected here! The default template is refm500.htm.

Inform Client email – Choose whether an Inform client email should be able to be sent to the client for questions entered using this form. This option is ticked by default so that an option to send an Inform client email will be offered unless you specifically untick it. Then select the template to be used from the template drop down that appears to the right of the tick box. Note that if you design a new template it has to be included in the System>Code tables>Other>Email templates code table, before it can be selected here! The default template is refm504.htm.  You do not usually need to change this option. NOTE that disabling this option will also prevent Partial answer emails from being sent.

Query to Client email – Choose whether a Query to client email should be able to be sent to the client for questions entered using this form. This option is ticked by default so that an option to send a Query to client email will be offered unless you specifically untick it. Then select the template to be used from the template drop down that appears to the right of the tick box. Note that if you design a new template it has to be included in the System>Code tables>Other>Email templates code table, before it can be selected here! The default template is refm501.htm.  You do not usually need to change this option.

Update email (online) – Choose whether a Update confirmation email should be sent to the client when they use the client interface function "I want to amend this request (or ask a question about it)", for a question entered using this form. This confirmation email will give the client a record of the update that they made to their request. This option is ticked by default so that an Update confirmation email will be sent when a client updates their question using the client interface, unless you specifically untick it. Then select the template to be used from the template drop down that appears to the right of the tick box. Note that if you design a new template it has to be included in the System>Code tables>Other>Email templates code table, before it can be selected here! The default template is refm230.htm.  You do not usually need to change this option.
Note that a Update email is never sent to clients updating their question by using an email reply.  This is because they already have evidence of their Update in the form of a copy of the email that they sent.

Reopen email (online) – Choose whether a Reopen confirmation email should be sent to the client when they use the client interface function "I would like more information about the answer I received", in relation to a question entered using this form. This confirmation email will give the client a record of the reopen request that they made in relation to this request. This option is ticked by default so that an Update confirmation email will be sent when a client updates their question using the client interface, unless you specifically untick it. Then select the template to be used from the template drop down that appears to the right of the tick box. Note that if you design a new template it has to be included in the System>Code tables>Other>Email templates code table, before it can be selected here! The default template is refm260.htm.  You do not usually need to change this option.
This option is irrelevant if you have chosen to change the "Allow reopen by client" option, near the top of this tab, to "No", as that will stop questions entered using this form from being reopened.

Reopen email (imported) – Choose whether a Reopen confirmation email should be sent to the client when they send an email reply that reopens a question entered using this form. This confirmation email will acknowledge their reopen request.  This option is unticked by default because clients sending emails already have a record of their reopen request in that they have a copy of the email that they sent. Then select the template to be used from the template drop down that appears to the right of the tick box. Note that if you design a new template it has to be included in the System>Code tables>Other>Email templates code table, before it can be selected here! The default template is refm260.htm.  You will want to tick this option if you specifically need clients who reply by email, to receive acknowledgment that their question has been reopened.
This option is irrelevant, and does not display, if you have chosen to change the "Allow reopen by client" option, near the top of this tab, to "No", as that will stop questions entered using this form from being reopened.

 

Other communication options

Needs attention options - Click here for details of how the Needs attention functions are used by staff.

The “Needs attention” functionality determines when the “Needs attention” allocation highlight, the Target date near highlight, and the Target date overdue highlight appear in the Open questions screen.  It can also send reminder emails when questions meet these criteria.  Utilising this "Needs attention" functionality will help your staff achieve your service objectives.  There are three parameters that you can use to set how this will operate for questions entered using this Request form.

Needs attention - Allocation provides tools to highlight when a question remains unallocated for more than a specified time.  It helps ensure questions are picked up by staff within service guidelines.  The default value for this parameter is 30 minutes.  Emails are turned off by default.

Needs attention - Response provides tools to highlight when a question is in danger of not meeting its Target response date.  The default value for this parameter is one weekday.  Emails are turned off by default.

Needs attention - Overdue provides tools to highlight when a question has passed its Target response date, and to escalate it.  The default value for this parameter is one weekday.  By default an email goes to the Supervisor for the question's Staff location and escalates to the Active System administrator if there are none available. When you do not tick a box for a staff level in this parameter that staff level will not be copied on the notice and will not be included in the escalation mechanism.

Even if you don’t think you need this functionality, please read further!  Customers with strict service delivery commitments will want to implement the reminder email functionality provided here, but ALL customers will want to take advantage of the ability to set the point at which colour changes in the Open question screen occur for each different type of request that you handle.

So, in most instances you will want to check the settings for this function for each request form.  Here are some general guidelines:
Choose values with care!  For example, it makes no sense for “Needs attention – Response” to be set at 1 day if the response time for questions arriving via this Request form is only 4 hours.
You might also want to review your opening hours for each of your staff Locations (Under System>Locations) to ensure that they accurately reflect the time that you are open, and so the times between which you want the Needs attention (Allocation) process to be operating.
Beware that when you first implement the “Needs attention” emails, you will receive Needs attention emails in relation to all of your backlog of open questions that match the Needs attention criteria!  We recommend that you get the highlight dates right first, and only turn the emails on (tick Send notifications) when your workload is at a manageable level.  Where the option of who the email should go to is provided, have email just go to the System administrator until the initial set of reminder emails have been sent out.
If you choose to send emails, the Needs attention background process needs to be enabled (by default it is enabled and runs every 5 minutes).


Details about setting Needs attention - Allocation
Needs attention - Allocation
provides tools to encourage staff to pick up questions and start work on them within a defined period.  This parameter will be important for customers who have service level agreements specifying a time by which work should have started on a question.
To ensure that staff do not get “Needs attention – Allocation” emails without first having had an opportunity to do the work, the function only operates during the opening hours of the question’s Staff location.  Further the Needs attention processes will not run until the notification period or 60 minutes (whichever is the less) has expired since the location opened, and, so staff can go home at night with a clear mind, the Needs attention processes do not run for the last 30 minutes, or notification period (whichever is the less) of each Location’s open hours.
Untick the first box if you do not want to use this functionality.  Most customers will want to use at least the Open questions "Needs attention" indicator.
The Unallocated for value in this parameter is the time that a question must remain unallocated after arrival, before it should be indicated in the Staff ID column of the Open questions screen as “Needs attention”.  This Open questions screen indicator will appear your selected amount of time after arrival of the question, or after it is reopened.
Make sure that the time you enter here is LESS than the value you have set for the Objective response date value and unit (near the top of this tab). 

Tick the Send notifications box if you also want an email to be sent when this question reaches its “Needs attention - Allocation” date and time. 
The email will be sent out by the Needs attention batch process next time it runs (usually every 5 minutes).  This means that the email will be sent out a maximum of 5 minutes after the time you specify in this parameter (within 20 minutes if you set 15 minutes here and the batch process is set to run every 5 minutes).
The email will go to the Notification email address for this Request form if one has been provided, otherwise the available Supervisor for the Staff location recorded for that question with the least number of allocated questions, and if none, to the available System Administrator for that location with the least number of questions allocated, and if none, to the Active system administrator, even if they are not available  - so if you do not use a notification email address for your questions going into the Unallocated question pool, this process acts as an escalation process.

A SECOND NOTICE “Needs attention – Allocation” email will be sent if the question remains unallocated for another two times the amount of time you specify in this parameter.  This means that if your “Unattended for” time is 30 minutes, the first email will go out 30 minutes after arrival of the question.  The Second email will go out 90 minutes after arrival of the question, if the question remains unallocated.  The longer delay for the second notice is because an ignored first notice probably means that all staff are coping with an exceptionally busy period.

Note that “Needs attention – Allocation” emails will not be sent if the question has already qualified for the “Needs attention – Response” notice.

Details about setting Needs attention - Response
Needs attention - Response provides tools to encourage staff to complete responses on time (complete by the Target date).  It also provides a handy reminder tool for questions with recurring work that needs to be done – just reset the Target date and you will receive a reminder before it is next due!
Untick the first box if you do not want to use either "Needs attention - Response" emails or the Open questions screen Target date change to the highlight colour when a question is approaching its Target date.  Most customers will want to use at least the Open questions screen highlight colour.
The Due in value in this parameter is the amount of time before the Target response date for this question shown in the Open questions screen should change to the “Approaching target date” warning colour used by your system.  If the question is allocated the staff id will also change to this colour indicating the question “Needs attention” by that staff member.  These Open questions screen indicators will appear your selected amount of time before the Target date of the question.
Make sure that the time you enter here is LESS than the value you have set for the Objective response date value and unit (near the top of this tab). 

Tick the Send notifications box if you also want an email to be sent when this question reaches its “Needs attention - Response” date and time. 
The email will be sent out by the Needs attention batch process next time it runs (usually every 5 minutes).  This means that the email will be sent out a maximum of 5 minutes after the time you specify in this parameter (between 1 hour and 55 minutes before the Target date if you set this parameter to 1 hour.
The email will go to the staff member currently allocated this question; or if the question is unallocated, to the Notification email address for this Request form if one has been provided.  If the allocated staff member is Unavailable the system will escalate to the available Supervisor for the Staff location recorded for that question with the least number of allocated questions, or if there are none, to the System Administrator for that location with the least number of allocated questions, and if none, to the Active system administrator, even if they are unavailable - so if the allocated staff member is unavailable this process acts as an escalation process.

Note that "Needs attention - Response" emails may be sent almost immediately on arrival of a question.  This might seem unnecessary but is ONLY done where the response time is very short, to ensure that you have noticed the short response time (it may be as a result of the client choosing a very short Last useful (needed by) date.

Details about setting Needs attention - Overdue
Needs attention - Overdue
provides tools to escalate a question when it has passed its Target date.  It can also provide a handy reminder tool for questions with recurring work that needs to be done – just reset the Target date and you will receive a reminder when it has reached its new Target date and time!
Untick the first box if you do not want to use either "Needs attention - Overdue" emails or the Open questions screen Target date change to the warning colour when a question has reached its Target date. If the question is allocated the staff id will also show in the highlight colour to indicate the question “Needs attention” by that staff member.  Most customers will want to use at least these Open questions screen warning colours.

The Notify tick boxes allow you to decide who should be notified by email when the Target date is reached. 

You can choose more than one type of user to be notified.  If the user type you specify is not available, no-one of that level will be notified, but if no-one is found to notify, escalation will occur based on the system finding the next highest level user – so if there is no Available allocated staff member, the Supervisor for that Staff location with the least number of allocated questions, and if none of them, the System administrator for the question's Location with the least number of allocated questions, and if none, the Active system administrator, even if they are unavailable.

 

OTHER OPTIONS:


Location restriction – If you choose a location here, your choice will restrict access to this form to staff at that Staff location only. You will want to do this if a service is only available at one Staff location. If you need it available for more than one location (but not all locations) you will need to create a similar form for each of the other locations where the form needs to be available and set this Location restriction  separately for each location where it needs to be available.
To restrict a form to specific client locations do not use this function.  Instead, set the form for External client availability (in the Main access options tab), and then control the places where the form is inserted in your web pages, to only places that those clients can access.

Validation on this field will prevent you from making form's with Staff location restrictions, available for client use.

Allow Post date – Defines whether the Post dated entry option (entry of the question at a later time to when it actually arrived) should be offered for this form. Generally a question being entered in Post date mode will have both its Question and Answer entered after the fact, so you would generally use the Post date function in Request forms being made available in the New screen in Close now mode (if you use it in follow up mode only the question can be entered Post dated). Note that even if you offer the Post date function for a form, you can restrict certain staff from using it by unticking Post date in that staff member's signon permission tab. You could also restrict access to forms that allow Post dated entry, through the Use parameter above.

Allow question attachments – Default is Unticked which prevents question attachments in relation to questions submitted using this form, and in relation to addition of attachments when using other client interface features during the life of that question.
Changing this value to Ticked means that attachments will be able to be submitted with questions submitted using this Request form, and when clients use the Client interface Change, Query to client response and Reopen functions.

Please consider the following further discussion when deciding how to set this parameter.  You may well want to change this parameter to Yes for many of your forms, simply so that attachments can be provided by the client at any time during the life of the question.

This parameter relates to attachments to questions only, and is not related to attachments to Answers – attachments to Answers can always be used!  Further it relates to correspondence through the Client interface features only - attachments received via imported emails will be added to the question no matter what you select here. 

When this option is set to Ticked, an option to add question attachments will be made available to clients through the question submission confirmation screen, and to staff through the Manage questions attachments function in the Answer screen. However, you may wish to make the option to add attachments more obvious to your clients – to do that you need to add some text to your form explaining how to attach a file – you can do this by adding the Attach files field to your form from the Special fields section of the fields drop down list.

Adding the Attach files field to a Request form adds a line that asks the form user if they want to add an attachment (together with whatever instructions you want to add that make if clear that the opportunity to add an attachment is not provided until after the question is submitted). Only if the form user selects "Yes" in the Attach files line, will the Attach files option be offered on Submission of the question.  If you do not include the Attach files line in your Request form, the client interface confirmation screen for questions submitted using this Request form will always offer the opportunity to add attachments if you have ticked this "Allow question attachments" option. You may like to consider using the Attach files special field in your forms for client use.  The Attach files field does NOT display when staff use the form under "New" as staff always add attachments using the Manage answer attachments link in the Answer screen.

When this option is set to Ticked, a function called "I want to add or delete attached files" is added to the Check on existing question part of the client interface, and links to it are provided at the top left of the Client interface Change, Query to client response, and Reopen screens to allow for easy submission of attachments when clients provide responses or additional information. 

Display target date – If your library does not want to indicate to your clients that a response will be delivered by a target response date for this type of question, you can set this parameter to No. When this parameter is set to No the confirmation screen displayed to clients when they submit a question through the client interface using this form, will no longer show a target response date, and target response date will also be removed from any confirmation email sent to client on submission of their question.
Target date will not display if you have defined that this question should be closed on arrival, or if the client has selected "No response required" in the Response method field.

Item summary – Allows you to determine the fields that will be used to summarise the item being requested in this form (the item summary is provided on the Client confirmation screen and in the Client confirmation email, and for staff it appears in the Open questions screen and at the top of each Question action screen). The default setting for Item summary provides the appropriate fields for bibliographic requests, so you only need to make adjustments here if your form allows requests for other items. Any field used in this form can be used here, even User defined fields – just replace the bibliographic variables names in the default Item summary definition, with the variables that you want used to summarise your item (variable names can be found in the Data dictionary screens - Variable name column) and remove any that you do not need, including their delimiters. The benefit of this feature is that often forms are designed to request non bibliographic items, e.g. the form might be to request a training course – this function means that both the client and the staff member can see a summary of the fields that are key to this question e.g. training course name and requested date.

Taking into account that the client can see the Item summary, you can define the Item summary to include any data about this specific request, and you can use HTML formatting to make is stand out.  In this way, Item summary can be used to add in any other important attributes of the question to the Search results screens, including the Open questions screen.

The default Item summary definition is

$rvb${bib_title}$rve$$rvb$ / {bib_article_title}$rve$$rvb$ / {bib_author}$rve$$rvb$ / {bib_callno}$rve$$rvb$ / {bib_volume}$rve$$rvb$ / {bib_issue}$rve$$rvb$ / {bib_pages}$rve$

The construct $rvb$ followed by $rve$ is used to prevent parts of this definition from appearing when they are not relevant to a particular question.  They mean "If the RefTracker variable used between these constructs currently has no value, then insert nothing". This construct is known as delimiters ($rvb$ denotes "RefTracker variable begin" and $rve$ denotes "RefTracker variable end"). 

This means that for this standard definition, if an item only has values for Title and Author, the item summary might look like this:

River god / Wilbur Smith


Allow client evaluation – Tick the first box to include the star rating evaluation option in the Response email for questions using this Request form.  The "Notify" options will then appear to select who any notices should go to.  Because these parameters are associated with each form by simply ticking the appropriate parameters here, it is possible to turn this evaluation function on for just an audit period and then turn it back off again.
Click here for details about how to use the client star rating evaluation option.
Click here for more details about how to configure the client star rating evaluation option.

You can use the standard System>Statistics>Statistical reports to report on the Evaluation rating code table, and Data extract (reporting) report to report on Evaluation comments, but to simplify this important reporting there are two reports under System>Statistics>Statistical reports to make reporting on this important aspect of your operations, easy:

The staff level tick boxes for this parameter allow you to determine what levels of user are sent the evaluation notification email, so for example, if you do not tick Allocated staff member, the allocated staff member will not be notified. If you do not tick Supervisor, no supervisor will be notified.  If you do not tick System Administrator no system administrator will be notified, but if no-one else has been notified the Active system administrator will be notified.

Note that emails are only sent to the selected parties if a comment is received (as the comment may require some action).  You can be assured that whenever a comment is received the selected staff will be immediately notified by email.  If the client just provides a rating without a comment, the rating is recorded for statistical analysis but is not individually notified to any of these parties, so if you want to monitor for poor rating where the client has not provided an explanation, we recommend that you do a daily Data extract and sort by the Evaluation rating column.

Note that your selections here do not change who can see Evaluation information in the Details and History screens of RefTracker.  Only staff who have the "View client evaluation" function Granted in their user signons can see these evaluations in RefTracker (default is Supervisor).

Evaluation ratings and comments can be changed using the [Client options] link in the the Details tab of the relevant question.  The [Client options] link takes the user to the "Manage my question" screen of the relevant question where they can choose the Evaluation radio button to bring up the evaluation screen.  Any data entered or changed using that screen will be clearly noted in the history of that question as having been done by the staff member.  This functionality is allowed so that inappropriate comments can be amended by System administrators.


Include CAPTCHA – RefTracker forms have a number of functions built in to deter automatic form filling spambots. However the spammers are constantly finding new ways to fill online forms and occasionally they will break through our defences with a new approach. If you have a spammer sending junk questions into your system, you can stop them immediately by including a CAPTCHA in the effected form, by changing this setting to Yes.  Note that CAPTCHAs are effective against form filling bots – they cannot prevent spam coming into your system through email importing – that needs to be prevented with a spam filter on the applicable email box.

We do not yet feel that it is necessary to turn the Captcha function on for every form – it is a last resort that we don't really want to submit your clients to unless it is absolutely necessary! For this reason the default setting for the new "Include Captcha" setting is "No".

When you turn on the "Include CAPTCHA" parameter for a form, the form will display with a Captcha function in a separate division at the end of the form. The Captcha displays for client uses of the form only – it will not be presented if the form is used within the staff interface.

Features of our Captcha implementation are:

  • In order to make this Captcha as easy to use as possible, there are only 5 letters/numbers to be entered, the letters shown can be entered in either upper or lower case, and the level of distortion used is minimal making the Captcha as easily read as possible without removing the protection that it provides.
  • clicking "Get a new code" will display a new Captcha code – a client may want to do this to obtain an image that is easier to read.
  • clicking "Listen to the code" reads the code to the users in the NATO phonetic alphabet (C is read as Charlie, E is read as Echo, etc.). Note that the "Listen to the code" function only displays if the user's preferred language in their browser is an English language, or if they have specifically chosen to use the RefTracker client interface in an English language.
  • the Captcha will only display once for each use of a form – if validation errors are detected, the form will redisplay with information about the validation errors, but, if the Captcha has already been successfully completed it will not display again.


EDIT LOOKUPS:

Organisations that are licensed for the optional Dynamic Lookups module will have a fourth tab showing – Lookups – how to use the Lookups tab is explained in the separate Dynamic Lookups Module Setup and Usage Manual.


Exercise:

Select the processing options that you require for your form (for example): - check the Request type is the most appropriate one available - set the availability of this form.- do you want to display target response date to the clients for this type of question?- do you want to send client confirmation emails for this type of request? - set the appropriate allocation/closing parameters.

Is there anything else that you need to set about the operation of this form, such as the item summary that is of great benefit if this form is about requesting an item that is not bibliographic?

If you have the layout of your form right using Edit layout and Edit defaults, and you have the processing options set to your satisfaction using Edit options, your form will now be ready for use! But you must give the form a try – sometimes you do not realise that you need to stop an email from being created for example, until you give the form a try!

If you need help, ask Altarama for assistance! It is highly likely that there will be many parameters on this page that you do not use regularly, so don't be shy about asking for assistance.

The changes that you make using Edit options do not show in Preview mode. Despite the importance of these settings, they only show in the Edit options mode (though a summary of them can also be seen by clicking on the form icon in the top right hand corner of the New/KB new screen, when that form is being displayed, and this can be very handy when testing!).

Does your form do what you want it to do? If it does, then you are ready to show your staff how to use it and make it available for client use (set the client availability and add a link to it to your web pages if appropriate).

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