Public Services Holds Resource Page

This page includes information about and links to resources on intra-CCS loans. For out-of-system interlibrary loan, please see the page, Out-of-System ILL.

Table of Contents:

Holds Glossary

   Types of Intra-CCS Holds

   Hold Statuses Defined

Instructions for Placing & Managing Holds

   Placing Holds in Leap

   Cancelling Holds in Leap

   Placing Multiple Holds in Leap

   Grouping Holds in Leap

   Unclaimed Holds in Leap

   Reactivating Holds in Leap

Holds Utilities

   The Holds Queue

   The Picklist

   The Request Manager

Holds Fulfillment

   Request To Fill Sequence

   Unfillable Requests

   Fill Now

Extended Hold Requests

Missing Holds

   Missing on Holdshelf

   Long in Transit

eBook Holds in the PAC

 

Holds Glossary

Types of Intra-CCS Holds

  • Bib Holds: a bibliographic or title-level hold. When a bib hold is placed, the first available item will fill the request. 

  • Grouped Holds: separate hold requests that are bundled together if the patron's need can be satisfied by just one title. Once the first request becomes available for the patron, the remaining requests in the group are automatically cancelled.

  • Intra-CCS Holds/Loans: in-system requests. The request will be filled by a CCS library. 

  • Item Hold: an item-specific or copy-level hold. When an item hold is placed, the request will only be able to be filled by that specific item.

  • Multiple Holds: the act of using the Multiple Holds function in Leap/staff client to place more than one hold for a patron at a time. Can be used for placing book club requests. ​

Hold Statuses Defined (Intra-CCS Hold Statuses)

  • Active: the system is actively looking for items to fill the hold request

  • Cancelled: the request has been cancelled by the patron or by staff. Cancelled hold requests remain visible to the patron in the PAC and to staff in Leap/staff client for 14 days. During this time, staff may reactivate the request for the patron. 

  • Expired: a hold request that has not been filled within a specified period of time. Currently, a request is set to expire one year after the Activation date in the request record. Upon expiring, holds remain in the system for 7 days before being deleted from the patron's record.

  • Located: a staff member working on the picklist has pulled the item and marked it as Located using the Picklist Processing tool.

  • Out: this status is unique to libraries who use Books By Mail. An item has been linked to the hold request, and the item’s circulation status has changed to Out. This status is useful in keeping track of items requested and circulated by Borrow by Mail.

  • Pending: the request has been assigned to a library's Picklist.

  • Ready for Pickup: an item has been trapped to fill the request and is ready for the patron to come pick it up.

  • Shipped: an item has been trapped to fill the request at a branch other than the pickup branch. The item is currently in transit to the pickup branch. 

  • Suspended: The request activation date has been changed to a date in the future. An item cannot be trapped to fill the request until the activation date. The request will continue to move up the holds queue while suspended.

  • Unclaimed: the requesting patron has not picked up their hold within the specified period of time. The hold automatically transitions from Ready for Pickup to Unclaimed. Once staff pull the hold and check it in, the hold status then moves to Cancelled.

  • Unfillable: no items in the system are able to fill the request. The library can opt to convert an Unfillable request into an out-of-system ILL. 

 

Instructions for Placing Holds

Links to instructions for placing and managing intra-CCS requests.

Placing Holds in Leap

Cancelling Holds in Leap

Instructions on how to cancel holds that have not yet been filled, in transit holds, and ready for pickup holds. 

Placing Multiple Holds Holds in Leap

Instructions on how to place multiple holds for a patron at one time in Leap.

Grouping Holds in Leap

Instructions on how to group holds together in Leap

Unclaimed Holds in Leap

Instructions on how to manage Unclaimed holds in Leap

Reactivating Holds in Leap

Instructions on how to Reactivate holds in Leap

 

Holds Utilities in Leap

These three holds tools can be located under the Utilities drop-down menu in Leap.

The Holds Queue

In the holds queue, staff can view hold requests for a specific title or item, change the order in which requests are filled, or place new hold requests.

Holds queues are divided up into two views: Queue and All Holds Requests

  • Queue displays just the Active requests for a particular title.

  • All Holds Requests displays all hold requests for a particular title, including those with statuses of Inactive, Cancelled, Expired, Ready for Pickup, Unclaimed, or Out.

Both views feature a Filter box. On either view, staff can filter the list by typing in the Filter box. The list immediately responds displaying the rows that have text matching the characters entered. In the Queue view, staff can specify which column they want to use to filter. 

Reordering the Queue

To reorder a patron's position in the Queue, select the checkbox at the start of their row. Use the up or down arrows to position them accordingly. There are separate arrows to move the patron to the top of the queue or the bottom of the queue. There is no way to cut-and-paste a patron in the Queue; the request can only be moved using the arrows. You are also not able to reorder the Queue while in a filtered view. 

If the Queue is large and the patron difficult to locate, enter their name in the Filter box to locate their request. Select the checkbox at the start of their row. Undo the filter by clicking the "x" in the Filter box. The row selection will remain and the request can now be moved accordingly. 

Cancelling Multiple Holds from the Queue

You can cancel multiple requests on a particular title without having to open each request from the holds queue in Leap. To cancel multiple hold requests::

1. Open the holds queue workform for the desired bibliographic record.

2. Click the All Hold Requests tab to view all the hold reqeusts.

3. Select the hold requests to cancel. 

4. Select Cancel. 

The Picklist

Please see the page Daily Picklist for full instructions on how to use the Leap Picklist Processing tool.

The Leap Picklist Processing tool provides real-time updates of items that can be pulled for holds and held items that have not been picked up and can be pulled from the holds shelves. 

There are five views in the Picklist Processing tool:

  • Pending: items located at your library that need to be pulled and trapped for patrons.

  • Located: items staff have found on the shelf and marked as Located via the tool. These items have not yet been trapped. If staff find they located an incorrect item, they can use the Return button to undo the Located status. 

  • Unclaimed: held holds that were not picked up in the given timeframe. These holds need to be pulled from the holds shelves and checked in.

  • Unclaimed ILL: held out-of-system Interlibrary Loan materials that were not picked up in the given timeframe. 

  • Holds to Transfer: held holds that have a new pickup location. If holds appear in this list, staff will need to check the holds in to set them in-transit to their new location. (Once a hold is ready for pickup, patrons may not change the pickup location via the PAC.)

Picklist Actions

There are several actions staff may take when working in the Pending view. 

  • Located: indicates staff have identified and pulled the item for the hold. Use of this function is optional.

    • If staff find they located an incorrect item, they can use the Return button in the Located view to undo the status change. 

  • Ask Me Later: removes the hold request from the library's Pending list. The request will move on to the next branch. Selecting “Ask Me Later” leaves the original item eligible to fill the request. If no other branch is able to fill the request, the request will be routed back to you, giving you a second chance to find the item.

  • Missing: if unable to locate the item, selecting Missing will change the item's circulation status from Available to Missing. The request will move on to the next branch. If an item-level request, the library should notify either the patron (if local) or the patron's home library; the request will remain Active but should be re-placed on another item or converted to an out-of-system ILL.

  • Deny: if, for some reason, the library is unable to fill the hold request (for example, the item is non-circulating, not holdable, etc.) but the item is not missing, they can select Deny. The request will move on to the next branch. If an item-level request, the hold will become Unfillable.

Picklist Processing Tool Alternatives

If staff do not want or unable to use the Picklist Processing tool when pulling the picklist or Unclaimed holds, they may generate printed reports using the staff client canned reports or Web Reports. 

To print the Picklist from staff client canned reports:

Open the Staff Client -> Utilities -> Reports & Notices -> Circulation -> Holds -> "Hold Requests to Fill"

To print a list of Unclaimed holds from staff client canned reports:

Open the Staff Client -> Utilities -> Reports & Notices -> Circulation -> Holds -> "Unclaimed Checklist"

To print a list of Unclaimed holds from Web Reports:

Open Web Reports -> Patron Management -> "Daily Clean Hold Shelf"

The Request Manager

The Request Manager allows staff to view lists of holds associated with their branch by hold status. There are separate lists for intra-CCS holds (Holds) and out-of-system ILLs (ILL).

  • Use the Status drop-down menu to select which hold request status you would like to view. 

  • Use the By drop-down to select if you want to see holds by your patrons or holds to be picked up at your location.

    • Patron will display holds with the selected status from patrons registered to your library

    • Pickup will display holds with the selected status with a pickup location of your branch

 

Holds Fulfillment

 Request to Fill Cycle 

The Request to Fill Cycle (or RTF Cycle) is the process by which an item is located to fill a hold. There are two processes: the Primary RTF Cycle and the Secondary RTF Cycle. 

1. Primary RTF Cycle : The primary RTF cycle includes hold placed for pickup at your library, in which your library has an available copy to fill the hold. A hold will stay in the primary RTF cycle for 7 days (or until the item is marked as Missing) before being placed into the Secondary RTF queue. If the item earmarked to fill the hold is marked as missing, the hold will move into the secondary RTF cycle. 

     a. If part of a multi-branch library, the hold request will cycle to branches (provided the branches have a copy eligible to fill the hold) before moving into the Secondary RTF cycle.

There is an exception to moving a request from the Primary RTF cycle to the Secondary RTF cycle: if there is only one item with the circulation status of Available in the Primary RTF libraries, that item must be marked as missing to move it along to the Secondary RTF cycle.


 

2. Secondary RTF Cycle: If there are no available copies at the pickup library, the hold will immediately move into the Secondary RTF cycle. Polaris will randomly select a library's pick list to put the hold on (provided the library has a copy eligible to fill the hold). The hold request will stay on a library's pick list for 2 days (or until the item is marked as Missing) before moving on to the next library in the sequence.

Unfillable and Stale Requests

 

 

 

Unfillable Requests

A request will go into Unfillable status if staff override alerts and continue to place the hold in the following situations:

  • If the patron is not eligible for any material types of items associated with that bibliographic record.

    • ​Example: a patron is restricted from placing holds on material type Magazine. All items attached to the bib record have item type Magazine.

  • If the patron is not eligible for a material type and staff place an item-level hold on an item with that material type.

    • ​Example: a patron is restricted from placing holds on material type Magazine. The desired item has a material type of Magazine.

  • If the item is not holdable and staff place an item-level hold.

    • ​Example: a BluRay Hot item is not holdable, but staff override and place an item-level hold. 

In these cases, staff will see an alert informing them that if they override, the request status will become Not-supplied.

Additionally, a hold may become Unfillable if the bibliographic record has been removed from the database. This may occur when all linked items on a bib record are deleted and the bib record is subsequently deleted as well. 

How to identify Unfillable Requests

Staff should use the Request Manager to check for holds with a status of Unfillable on a regular basis.

Stale Requests

Stale requests are requests that have been sitting in Active status for a period of time but the request has not yet reached it's Expiration date. A request may become stale for several reasons, including:

  • All eligible items have circulation statuses of Missing or Repair

  • Staff create a Bib-level hold even if there are no items in a status that could satisfy the hold. Staff will receive an alert if no items could satisfy the hold, but can override.

How to identify Stale Requests

Several Web Reports are available to help libraries identify these types of holds:

  • Old Holds: this report lists requests more than 30 days old with a status of Active or Unfillable (Not Supplied)

  • Weekly No Eligible Items for Holds: this report lists Active bib holds for which no eligible item exists in the system

Fill Now

Fill Now is a tool that allows staff to force fulfill a hold. To use Fill Now, staff should have an item in hand - do not use Fill Now without having the physical copy in your possession. 

The Fill Now option can be accessed in the patron's account or in the hold request record. 

  • To use Fill Now from the patron's record:

    • Open their record and navigate to the Holds/Held Tab.

    • Select the checkbox next to the relevant hold.

    • Click the Fill Now button.

    • Scan the item's barcode into the box and click OK.

    • The item is now tied to the request and the hold is Ready For Pickup.

    • If a hold slip/hold pickup slip does not print, re-scan the item in the Check In workform at a computer with a configured printer. 

  • To use Fill Now from the hold request record:

    • Open the hold request record.

    • Click the Actions drop-down menu and select Fill Now.

    • Scan the item's barcode into the box and click Fill Now. 

    • The item is now tied to the request and the hold is Ready For Pickup.

    • If a hold slip/hold pickup slip does not print, re-scan the item in the Check In workform at a computer with a configured printer. 

 

When using Fill Now, any item may fulfill the hold. For example, if the patron has a hold on the audiobook version of a title but finds the print version on the shelf, staff may use Fill Now to fulfill the audiobook hold with the print version. 

 

Extended Hold Requests

Libraries may need to place requests for holds that will be checked out for a longer-than-normal period of time. These cases may include requests for book clubs and outreach patrons. In these cases, we ask libraries adhere to the following guidelines:

  • If the request will be checked out for an extended period of time, include the intended due date in a staff display note.

  • The extended due date should not exceed six-to-eight weeks. If the library needs the item for a longer period of time, they should contact a library directly.

  • For Book Club requests where many copies are needed, place holds at the bib-level rather than on specific items. Again, if the library needs a specific item, they should contact a library directly. 

 

Missing Holds

Every once in a while, a hold will go missing from the hold shelf or become lost in transit. If staff encounter these situations, they may use the following linked procedures. 

Missing on Holdshelf

Staff should monitor the Daily Clean Hold Shelf report and/or the Unclaimed section of the Picklist Processing tool in Leap to identify Unclaimed holds. The Daily Clean Hold Shelf report can be found under the Patron Management section in Web Reports. The Picklist Processing tool is found in the Utilities drop-down menu in Leap. If unable to locate the holds, use the linked procedures.

 

Long In Transit Items

Items may also go missing In Transit. CCS has a Web Report to help libraries identify these items titled, "InTransit Overdue." It can be located under the Collection Management section of Web Reports. Per the Intra-CCS Billing Policy, requesting libraries are not responsible for items lost or damaged in transit. Libraries can manage Long/Lost in Transit items as appropriate.

 

eBook Holds in the PAC

Patrons are able to place holds on ebook titles from integrated vendors (eg, Overdrive, Axis360) directly in the PAC. However, patrons and staff may see different hold numbers for titles in the PAC than in the vendor interface. 

In the PowerPAC, users see the number of holds by local patrons. For example, a patron in the Northbrook PAC interface will see the number of holds on an ebook title for Northbrook patrons only. In the vendor interface, users are seeing the total number of holds for all libraries' patrons.