About Requests and Holds

About this Section

This section explains how to place a request on an item for a borrower and how to handle a request when checking in an item.

Printable Quick Guide: Requests and Holds

Introduction

If a borrower wants an item that is currently checked out or being held for another then you can record a request. If many borrowers want the same item then the system will keep an ordered list. When the item gets checked in a pop-up message will tell you to hold the item for the next patron in the list, and will display their contact details.

There is no fee for placing a request. You can place a request on a borrower’s behalf using Horizon, or the borrower can place a request online themselves.

Horizon is helpful and flexible when handling requests and holds. For example it will warn you if you try to check out an item that is being held for another borrower, and will let you renew or cancel their request as appropriate.

At present requests can only be placed for items in your own library. Requests for items available at other libraries must be made through the Interlibrary Loan (ILL) system.

Metro area libraries (St John’s, Mount Pearl, Torbay and CBS) can place requests on each other’s items, and so can Labrador City and Wabush.

Placing a Request

Video Guide: Placing a Hold Request

From the Checkout Window

The best way to place a request for a borrower is to begin at the checkout window. You will be able to immediately verify if the borrower has any currently blocks that might stop them from checking out the item.

The process goes like this:

[F4] search for the borrower or scan their card
[F2] search for the item
select the local copy of that item
[F5] or select from menu Request > Make Request
- the Hold Request window will open
confirm details and select Request to place the request

The comments box is generally not used but can be useful if, for example, the borrower has an alternative temporary contact number for the next few weeks.

If you notice that the borrower’s contact details are not correct then after placing the request go into their record and update it.

From the Search Window

The process goes like this:

[F2] search for the item
select the local copy of that item
[F5] or select from menu Request > Make Request
- the borrower search window will open
scan their card, or search by name and choose
- the Hold Request window will open
confirm details and select Request to place the request

Placing a Copy-Specific Request

If a borrower is looking for a particular edition of an item and there are multiple copies in the bibliographic record then you will need to place a copy-specific request.

This is useful if the borrower only wants the large print copy of an item, or the latest edition.

Why can’t this request be placed?

Sometimes a request cannot be placed because the borrower is blocked from borrowing, or already has a maximum of 50 current requests. In such situations Horizon will provide a clear explanation.

However, sometimes when you try to place a request for a borrower this cryptic pop-up message appears:

This is Horizon’s way of telling you that the borrower belongs to another library than your own. Requests can only be placed for items at the borrower’s home library.

The borrower’s record could be out-of-date. If so go into their record and update it. Make sure that the Location field is updated to your library’s code. The request can now be placed.

Placing a request for another library

Video Guide: Placing a Request for Another Library

If another library in our system makes an interlibrary loan request for an item that is currently in use then you can place a request for that library, as if it were a regular borrower. Horizon will remind you about the request when the item is checked in.

To open the borrower record for another library:

go to the checkout window
type its 3-letter code directly into the barcode field
select OK or hit enter

Note that all requests made by local borrowers will be honoured before a request made by another library, even if the other library’s request was submitted first.

If an out-of-province library requests an item currently in use then place a request on the item using your own library’s account and place a comment to let staff know:

Checking in an Item with a Request

If an item has been requested then Horizon will let you know when you check it in. A message will appear, telling you which borrower the item is being placed on hold for, how they will be told and when the hold will expire.

Always complete a Holds Slip for the item before closing the message.

Our system is not set up to print a hold slip so you will need to complete one by hand and attach it to the item before placing it on the holds shelf. When you have done that then select OK to dismiss the message.

The borrower needs to be told about the hold. The method of contact is based on the borrower’s registration information. See the section Borrower Records for more information about how to change that.

Notification by Email

Horizon will automatically email the borrower about the hold when circulation notices are next run. See the section Reports for more information about running notices.

Notification by Phone

If the borrower is to be notified by phone then you will need to call them.

Notification by Mail

If the borrower is to be contacted by mail then Horizon will generate a notification letter when circulation notices are next run.

Transit Request

Horizon will tell you which library to send the item to. Follow your library’s local procedure for fulfilling transit requests and also see the section InterLibrary Loans for more information.

Cancelling a Hold

Sometimes a borrower no longer needs an item that is being held for them. The quickest and simplest way to cancel the hold is to check in the item. This message will appear:

Select Yes to cancel the hold. Another message will appear claiming that the borrower will be notified when notices are sent. However Horizon does not generate a notice. Instead Horizon places a ‘Hold Cancelled’ block on the borrower’s account, which will display when their card is next scanned.

Expired Holds

By default items are held for 7 days, after which they should be checked in again and either re-shelved or held for the next patron in the request queue.

You can view the list of expired holds by going into Circulation Reports and selecting from menu Request > Expired/Canceled. See the section Reports for more details.

Viewing a Borrower’s Holds

Video Guide: Viewing Requests by Borrower or Title

Search for the borrower or scan their card. If any items are being held then the blocks window will appear:

Viewing a Borrower’s Requests

Search for the borrower or scan their card, then:

The Borrower Request List window will appear:

All of the borrower’s active requests and items being held are shown.

Editing a Request or Hold

A request or hold can be edited by selecting the item in the Borrower Request List window and then selecting Edit. Multiple items can be selected. A request can also be deleted by selecting Delete.

For example, suppose that a borrower is going on vacation. They want to keep their position in the request queue but don’t need the item until after they return. You can suspend the request until their return date. In the meantime if the item becomes available then other borrowers’ requests will be fulfilled.

When an item is already being held, the request cannot be suspended, however the Hold Expire date can be changed:

Viewing the Request List for a Title

Video Guide: Viewing Requests by Borrower or Title

The Request List for a title shows all requests on that title across the province, in the order in which they were placed.

Although the whole provincial queue can be seen, Horizon is currently set up so that only your items will be used to fulfill only your requests. Requests for your items to be sent to other locations are handled by the separate InterLibrary Loan system.

(Exception reminder: Metro area libraries - St John’s, Mount Pearl, Torbay and CBS - can place requests on each other’s items, and so can Labrador City and Wabush.)

There are several ways that you can view a title’s Request List:

From Checkout

[F4] search for the borrower or scan their card
select from menu Borrower > Requests
select the title from the list
select Item Queue

From Checkin

checkin the item
select from menu Item > Requests

From Item Search

[F2] search for the title and once identified:
select from menu Request > View Title Request List

Reordering the Request Queue

Viewing the Request List allows you to judge the demand for an item. You can also reorder the request queue. To do so:

highlight the borrower whose position you wish to change
select Reorder Queue and enter a new position number:

Please use extreme caution. Many borrowers track their requests and could be upset if they are moved down in the queue.

Checking out an Item on Hold for Another Borrower

Sometimes a borrower might ask a family member or friend to collect an item for them, and that person doesn’t have the requestor’s borrower card. Sometimes an item on hold is shelved in error by staff.

If an item is on hold for one borrower and you try to check it out to another borrower then Horizon will warn you about the current hold before asking you if you want to go ahead with the checkout:

Select Yes.

Another window will ask if you want to renew the borrower’s request:

if the item is being picked up on behalf of the borrower then select No
if the item had been shelved by mistake then select Yes

Checking out an Item Requested by Another Borrower

Sometimes a borrower might want to check out an item that has been requested by another borrower but it hasn’t yet been placed on hold. Horizon will warn you that the other borrower has requested the item, however you should go ahead with the checkout by selecting Yes:

This rarely happens, but one way it might is if the other borrower placed a request before the items on today’s Request Pull List have been processed. See the section Reports for more details.

The request for the other borrower will be activated when the item is returned and checked in.