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An ILLiad request keep changing back to Unfilled

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Symptom

  • A request had a regular status in ILLiad, such as Delivered to Web or Canceled by ILL Staff, but later OCLC sends request into the status of Awaiting Unfilled Processing.

Applies to

  • ILLiad

Resolution

When a request keeps coming back as Awaiting Unfilled Processing, it means there is an open OCLC request associated with that request's Transaction Number.  Here are the steps to take to fix this issue:

  1. Copy Transaction number of the request.
  2. Go to System tab. 
  3. Click Search/Review statuses. 
  4. A search box appears. Click on the drop-down next to the search bar and change it from ILL number to the Transaction number.
  5. Paste the Transaction Number into the search box and click the magnifying glass to search.
  6. Open the ILL records from the results and delete them by clicking on the Red X for "Delete." No unfilled requests will come from OCLC anymore.
  7. If searching the transaction number fails, change the drop-down to ILL number and search with the requests ILL#. If a request number comes up as a result, open the request, navigate the OCLC Request tab, and delete the record by clicking on the Red X for "Delete." No unfilled requests will come from OCLC anymore.
  8. If the request still comes back, check to make sure there are no additional ILL records attached. In the History tab of the request, look for the Previous Requests panel under the History frame. In the System tab, in Search/Review Statuses, search for ILL numbers in that list and delete them as needed.

Another possibility is that a request that came in as Unfilled and was routed to Awaiting Direct Request Sending. This does not delete the old request from OCLC. Before routing the request to the new status,  go to the OCLC Request tab and delete the old ILL number first.  Then route it to Awaiting Direct Request Sending if desired.

Once you have verified that there are no active OCLC requests for that item, it can then be completed or routed to the next step in your library's workflow.

Additional Information

To avoid this issue, see this Atlas document: Fix Requests that Continuously Return to Awaiting Unfilled Processing.

 

Page ID
13136