When a patron requests an item that is part of a multi-volume set, LINK+ allows the patron to select the desired item (i.e.: volume.) If a patron is offered the opportunity to choose a specific item for a title that is not a multi-volume set, this usually means that one of the owning institutions entered data (e.g.: copy number, year, note) into the volume field of its institution record. If the system sees data in a volume field of any institution record, it automatically assumes that the item belongs to a multi-volume set and the patron is asked to choose an item.
When LINK+ items arrive, always check them in before putting them on the hold shelf for the patron. The check-in changes the status of the item from "OFF CAMPUS" to "LINK+ RECVD". For those institutions where the patron checks his/her own record for information, this change in status will indicate that the item is ready for pickup.
When LINK+ items arrive, always check them in before putting them on the hold shelf for the patron. The check-in displays the borrowing patron's name in a pop-up box on the screen and changes the status of the item from "OFF CAMPUS" to "LINK+ RECVD".
If your library has barcode validity checking enabled, Sierra offers the "Turn off validity checking for barcodes" option in the Setup tab of the Login Manager. Selecting this option disables barcode validity checking when you check out or check in items. This can prevent Millennium from registering LINK+ barcodes as invalid.
To view a patron's virtual items:
If a barcode was not transmitted for an item that a patron has requested through LINK+, you will need to insert a barcode before the system will allow the item to be checked in.
Before inserting a barcode, check to make sure that the item in hand is from the same lending institution as the one in the patron's record.
LINK+ items with status LINK+ REQUEST (&), LINK+ RE-REQ ( _ ), IN TRANSIT (t), or LINK+ RECVD (#) appear in a patron's INN-Reach tab and Holds tab.
LINK+ items with status CHECKED OUT ( - ) appear in a patron's INN-Reach tab and Checked-Out Items tab.
LINK+ items with status LINK+ RET'D (%) or LINK+ CANCELED [ ) ] appear only in the patron's INN-Reach tab.
The system cannot remove the virtual patron or clear the previous LINK+ check out if the item status is anything besides "@ OFF CAMPUS". When items are checked out to LINK+ patrons, staff should not edit the item status or it will not check in correctly when it comes back from the borrowing library.
For virtual items requested through LINK+, the status of the item determines which patron tabs it will be listed under. A LINK+ item will display in the patron's 'Inn-reach' tab throughout the request and circulation process until it is checked in at the owning library. When the item is initially requested it will also display in the 'Holds' tab since the patron has an outstanding hold to be filled. Once the item arrives from the lending library and gets checked out to the patron, it will display in the 'Checked out items' tab', and it will disappear from the 'Holds' tab (this works the same way for local item holds).
Occasionally, a borrowing site will receive items for which the barcode does not match the barcode in the virtual item contained in its patron's record. This can happen when the owning site checks out the item but actually sends a different copy (i.e.: with a different barcode.) This may be due to a workflow or procedural issue (e.g.: checking out an item using the record number on the paging slip rather than the barcode of the book in hand--the book in hand may be a different copy than the paged item.)
Please make sure you are following proper procedure and ensuring that the correct barcode is checked out to the borrowing library.
Occasionally, an off-site patron may return a LINK+ item directly to its owning site. Library staff can check in these items by scanning them in Check-In (No Patron) mode. The system processes these items normally, unless the item is overdue. If the item is overdue, the system uses the current date to calculate the overdue fines for the item. Normally, the system calculates the overdue charges when the item is checked in at the patron site.
Be sure to check in returned items when they are returned from the borrowing library. This will clear the LINK+-related statuses and help keep them from incorrectly showing up on your Returned Too Long reports.
When a patron tries to renew a LINK+ item, the system sends a renewal request to the owning library to make sure the item is not on hold for another patron. The patron will receive a message asking him/her to check back later to see if the renewal was allowed.
The item will display a status of Renewal Pending as long as the request is still being processed. A new due date indicates the renewal has been approved. A Renewal Denied status means that the renewal has not been approved and the item must be returned.
If a patron receives a "Sorry, request refused. Problem with your record at your institution." message but has no obvious blocks on his record, compare his patron type (ptype) against your Patron Blocks table (Admin | Parameters | Circulation | Patron Blocks.) If he doesn't have too many outstanding holds or checked out items but he has overdue materials, check the "Highest Level Odues" element. It may be set too low or set to "0". This controls the level of overdue notice at which the patron is blocked. A setting of "1" would block patrons that have received a first overdue notice, a "2" would block patrons that have received a second overdue notice, and so on. A "0" would block patrons that haven't even received an overdue notice, so you you should not configure this element to "0".
Please make sure to perform a remote checkout of all retrieved paged items. Failure to do so will cause problems at the borrowing site.
In Sierra, this is done in "INN-Reach - Check-Out to Remote Site" mode.
For Resource Sharing Broker (formerly known as DCB) users, this mode is called Library Check-out.
Polaris users begin this process in Request Manager. Access to all Polaris online help can be found at https://documentation.iii.com/product-documentation/polaris.php.
The system will only prompt to print a Hold Slip after the initial checkin at the borrowing library. Once the item's status changes after the initial checkin, a subsequent checkin will not prompt you to print another Hold Slip.
You may have noticed that items loaned to San Diego County and San Diego Public display with an INN-Reach status of "CIRCUIT RECVD" rather than the usual "LINK+RECEIVED". These two status labels have the same meaning (i.e. the requested item has been received by the borrowing library.) SDCL and SDPL were members of the San Diego Circuit INN-Reach system prior to joining Link+, so the "received" status label of "CIRCUIT RECVD" was already in use.
Those odd '1969' duedates occur when a library's LINK+ location code is missing from your branches table. When a location code does not exist in the patron library branches table at the moment the patron makes a request, the system cannot correctly assign the necessary data for correctly calculating loan rules and due dates. The system then assigns 12-31-1969, which is "computer-ese" for Never, because it cannot calculate the due date. To remedy this you would need to:
It is recommended that you periodically compare your Branches table to the list on the repository and add any locations codes that might be missing. Do not remove any locations of institutions that have withdrawn from LINK+.
If your patrons are prevented from placing LINK+ requests even though they have only a few outstanding holds (i.e. fewer than your local policy limits), you may want to check your Patron Blocks Table (Admin | Parameters | Circulation | Patron Blocks.) The "Max Holds" element might be set too low. This element defines the maximum number of outstanding holds the patron can have--including INNReach and ILL items.
You may occasionally receive reports from patrons attempting to request an available item through the LINK+ catalog but receiving the message: "Sorry, circulation policy does not allow your request".
This often happens because the owning institution has a number of title-level holds on the title. Local, title-level holds don't display in the LINK+ catalog but they do prevent you from placing a request on the item until at least some of the holds are filled or cancelled.
The generic "policy does not allow your request" message cannot be customized at this time.
Frozen holds also prevent users from requesting, but this is fixed in Sierra 5.3.
Please pay special attention when checking in LINK+ items to make sure they have not been damaged. If the item is damaged, do not check it in, but work directly with the Primary Contact at the owning library.
How does one cancel a LINK+ request that has been fulfilled by accident?
There isn't a way to undo the "check-out to remote site" process. If you can't send your book, check it in and then email or call the contact at the borrowing library and ask them to re-request for their patron.
Getting an unexpected message when you try to check in a LINK+ item from the owning institution? Maybe something like:
"Send item to pick up location xxx"
If you are getting an unexpected "send to xxx" message, check your login's (if Millennium) or user's (if Sierra) Locations Served group. It may be associated with the wrong Locations Served group. If the Locations Served setting is correct, take a look at the Locations Served group and make sure all necessary location codes are included.
Please make sure you are following proper procedures and ensuring that the correct barcode is checked out to the borrowing library. Improperly processed items cause delays if the borrowing library has to stop and insert a barcode or troubleshoot an issue. In some cases, libraries must open a Support Desk ticket.
Some bibliographic records in the central catalog contain several different types of formats (e.g. one bibliographic record may contain items for both DVD and Blu-ray.) This basically comes down to a cataloging issue. Using the DVD vs. Blu-ray example, some members use the same bibliographic record to hold items for both formats while other members use a separate bibliographic record for each format. As such, users may encounter a title that contains both formats but have no control over which format they will receive. Since the system chooses an available item to fill the request, the user can't choose DVD or Blu-ray.
The cataloging issue may need to be discussed further in the future. In the meantime, you can use Staff-Placed Requesting to request a specific item for your user. Staff-Placed Requesting not only allows you to place a request for your user (particularly helpful if you require PINs), it also allows you to choose a specific item for the request.
Contact Amy Homick if you aren't currently using this feature but want to turn it on for your library.
Use Physical Item's Barcode for Checkout
Please make sure to check out LINK+ items using the barcode on the physical item and not just the one on the paging slip. This assures that item matches the virtual record and that the book checked out is actually available.
If the Request button doesn't seem to work when placing a request from the LINK+ catalog, try clearing your Java cache and refreshing your browser, and then try your request again. If you are still having the problem afterwards, open a ticket with the Support desk--but try this before opening a ticket.
You can find instructions on how to clear your Java cache at https://www.java.com/en/download/help/plugin_cache.xml.
Sorry, no copies available for requests.
No copies of this title, at any site, can be requested. All copies of this title may have the status LOCAL USE ONLY or UNAVAILABLE.
You cannot use LINK+ to request items that are available at your institution.
Patron's own site has an available copy of the requested title. By default, a patron cannot place a LINK+ request for an item that is available at his or her own site.
Invalid PIN.
PIN entered does not match PIN in the patron's record.
Request cannot be processed. Data in your record at your institution incomplete.
The patron's record does not contain one of the following fields: PATRN NAME, PTYPE, or PIN (if validation includes a PIN number.) If all of your patrons are receiving this message, open a ticket with Innovative's Support desk.
Sorry, request cannot be processed. Cannot access your patron record.
The LINK+ Central Server cannot retrieve patron information from the Local Server.
Sorry, request refused. Problem with your record at your institution.
The patron's record is blocked on his or her Local Server.
Sorry, you are not able to request items.
The LINK+ Central Server maps the values of the patron's PTYPE and the item's ITYPE fixed-length fields to central PTYPE and ITYPE values. The combination of these values is pointing to a non-requestable loan rule.
Sorry, you are not allowed to request this item over LINK+.
The patron's local PTYPE maps to a central PTYPE that cannot place LINK+ requests.
Sorry, your ID does not match your name.
The name of the patron in the patron record specified by the ID# does not match the name that the patron keyed.
Sorry, your ID is not unique on that system.
The ID number keyed matches more than one patron at the home site.
Sorry, your ID number is not valid.
Using the ID# specified by the patron, the system was unable to locate the patron's record at the specified site.
You do not have a PIN in your record.
The patron's record does not contain a PIN when a PIN is required to validate patrons.
Sorry, circulation policy does not allow your request.
Patron requested a copy with a status other than "AVAILABLE" or the ratio of local title-level holds to attached items is above the established threshold.
Sorry, this title is not available.
The combination of PTYPE and ITYPE leads to a non-circulating loan rule at the LINK+ Central Server.
When all LINK+ information has been removed from an item (e.g. LINK+ label or book band has been torn off), it may be hard to tell who owns the item. Some members' barcode labels include the library name or you can use the item's barcode prefix to determine the item's owner. The repository includes this information under the Members tab.
The system is configured to prevent deletion of patrons if they have a INN-Reach hold or item associated with their patron record. In many situations you can clear the INN-Reach virtual item off the patron record yourself.
If the item status is & - REQUESTED you can cancel the hold.
If the item status is ) - LINK+ CANCELED there may be a cancellation notice waiting to print. Canceled INN-Reach requests stay on the patron record until the cancellation notice is printed. In some cases the patron record was busy or updated at the time the cancellation notice was first printed and you will need to open a ticket with Innovative Support.
If the item status is t - IN TRANSIT contact the owning library and ask them to check the item back in. If they find the item is no longer associated with your patron you will need to open a ticket with Innovative Support.
If the item status is ! - ON HOLDSHELF use the Returning an Unwanted INN-Reach Item procedure.
If the item status is checked out or lost check the item in, view the patron's virtual items, right-click the item you want to delete and choose Delete Virtual Item.
Ever wonder why a seemingly available item in the LINK+ catalog gives the message, "circulation policy does not allow this request"? This often happens when the item has local holds on it but the generic message doesn't explain exactly why the item is not requestable. Future enhancements should allow for more customized messages.
If a patron reports a problem with LINK+ requesting and you can't resolve it, please report it to Amy (Amy.Homick@Clarivate.com) rather than referring the patron directly to her. It is better for you to act as the intermediary when resolving individual patron issues.
If a patron receives a "Sorry, request refused. Problem with your record at your institution." message but has no obvious blocks on his record, compare his patron type (ptype) against your Patron Blocks table (Admin | Parameters | Circulation | Patron Blocks.) He may have too many outstanding holds or checked out items.
If your patron receives an error message while trying to request an item displaying as AVAILABLE and it belongs to a member who uses Polaris, contact the owning library and ask them to re-contribute the title's holdings to LINK+. Examples of errors include:
Polaris members can update the hold information on the LINK+ catalog by de-contributing and then re-contributing the bib/item records:
Polaris members are:
The repository contacts page lists each member's library system to the right of its location code/courier code.
Be sure to double check the paperwork when processing items for Yolo County Library patrons. Yolo County has multiple branches, one of which is named, "Yolo". The delivery Stop number and branch name display in the Delivery Stop field on your paging slips while the library name and branch appear in the Pickup At field. Be sure to write both the library name and the branch name on your book labels.
When labeling books for the 49-99 libraries (Amador County, Calaveras County, Lodi Public, Stanislaus County, Stockton-San Joaquin County, and Tuolumne County--courier number 36), always include the library name with the courier number.
Misroutes to these libraries always have one thing in common--their labels only include the shared courier number and pickup branch. None of the labels for misroutes include the library name.
When items are labeled with only the number 36 (and without a specific library name) they may be routed almost anywhere, increasing the time it takes patrons to receive their items. Loaned items have also been lost.
Paging slips for these libraries contain the library name along with the courier number and pickup branch.
Please do not apply labels to other libraries' books if they are using book bands. Be respectful of a member's decision not to use labels.
LINK+ checks for owning-site holds when users attempt to renew their LINK+ items. If there are owning-site holds on the item, the renewal is denied and the item retains its original due date. If no owning-site holds are detected, the system allows the renewal and changes the due date accordingly. Frozen holds will not prevent items from being renewed.
When the owning site checks out a requested item to the patron site (an act known as the "institutional checkout"), the item is checked out for the entire amount of time it is expected out, including transportation time between the owning site and patron site. When you perform an institutional checkout, the system:
Status updates, record additions, etc. from your local server to the LINK+ catalog should be pretty quick, depending on how much volume your library is doing, how busy your circulation desks are, whether your staff is doing large rapid/global update or record load projects, etc. If you notice holds on checked out items, new items not making it into the LINK+ catalog, or other updates aren't making it through to LINK+, that is a sign that your load queue may be stuck. You should open a Support ticket so Innovative staff can troubleshoot and get the queue moving before it backs up too much.
RSB customers load their updates daily--not in "real time" like other members. So additions/updates to RSB member records in LINK+ basically happen the next day.
Now that the barcode has been unmasked when placing a request, you may notice that autofill is turned on in the browsers on your workstations, resulting in a saved list of previously-entered barcodes. To avoid any privacy concerns, you may want to turn off autofill.
In Chrome:
Alma (and potentially other D2IR) libraries do not include patron information or other sensitive PII, but that should not prevent Sierra members from receiving the items.
In Sierra systems, the information about the patron who requested the item appears on the screen as the items are checked in. This information can usually be printed on a hold shelf slip. Staff can also write the patron name from screen onto a label or book band. As long as you are properly checking in the items, you should see the patron name in a pop-up on Sierra screens.
If your Sierra system cannot find the required information when checking in items (e.g. the item barcode has not been sent), try generating a Requested Too Long report for requests that have been in the requested status for a minimum of one day.
If you cannot find the item in the Requested Too Long report, you can open a ticket with the Innovative Support desk and we will search internal log files to find the patron.
Please try finding the item in your Requested Too Long report before opening a ticket. If you open a ticket, please include all of the item information at your disposal (barcode, title, etc.)
Please be careful when crossing off LINK+ labels with pens such as Sharpies. When you are in a hurry, your marks can easily run off the label and onto the item itself.
Please do not use light-colored highlighters when crossing off LINK+ labels, particularly yellow. Yellow highlighter can be hard to see.
MESSAGE: Sorry, your ID number is not valid.
REASON: The library card number has been entered incorrectly, or the patron record cannot be found. For RSB libraries, new library card accounts and re-registrations will appear in LINK+ by the following day.
MESSAGE: You cannot use LINK+ to request items that are available at your institution.
REASON: Your local library is showing an "Available" copy on this catalog record in LINK+. If that is incorrect, re-contribute the item record by making a minor update to it.
MESSAGE: Sorry, circulation policy does not allow your request.
REASON: There is most likely a local hold at the lending library, which will always take priority over a LINK+ request or there are no available copies.
MESSAGE: Sorry, this institution is not currently participating in LINK+ circulation.
REASON: The lending library has suspended participation in LINK+.
MESSAGE: Sorry, no copies available for requests.
REASON: There are no available copies to request, or--if media--the available copies are owned by libraries which do not loan this media format or the only "available" copies are for in library use only (check local catalog for that library system for more detailed information.)
MESSAGE: Sorry, request refused. Problem with your record at your institution.
REASON: Account is "expired" in the INN-Reach database or the account has reached limit of pending requests (local limit) or there are long overdue (lost) materials on the LINK+ account and it is blocked until the items are returned or paid for.
MESSAGE: Request cannot be processed. Data in your record at your institution incomplete.
REASON: Missing name or patron type on the account.
MESSAGE: Sorry, you are not allowed to request this item over LINK+.
REASON: This library card type is not allowed to borrow through LINK+ or the owning institution is temporarily unable to provide LINK+ service (try again when they are back in service)
MESSAGE: Sorry, you are not able to request items.
REASON: A LINK+ loan rule based on patron type and item type is blocking this request.
MESSAGE: Sorry, cannot access your patron record.
REASON: The LINK+ Central Server is having trouble accessing your record or your local server.
MESSAGE: Sorry, your ID does not match your name.
REASON: The name on the patron record with this library card # does not match the name or password entered by patron.
MESSAGE: Sorry, your ID is not unique on that system.
REASON: There is more than one account with this ID number in the system. You will need to delete the duplicate account.
MESSAGE: Sorry, this title is not available.
REASON: Based on the patron type and item type there is a loan rule which is blocking your request.