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User email alerts
VDX can be configured to send an email alert to an end user when a specific 'ILL event' occurs e.g. when an action or a process status is changed.
The following types of actions and process statuses can be linked to an email alert:
•a 'messaging' action which has been performed by the borrowing/requesting library e.g. Received or responding library e.g. Shipped
•a 'non-messaging' action which has been performed by the borrowing/requesting library e.g. Add private note
•a 'locally defined' action which has been performed by the borrowing/requesting library e.g. Check for off-site storage
•a 'site specific' process status
Email alerts linked to an action
The action triggering the alert is set up by OCLC NRE/VDX Support and linked to an email format. The availability of an action will depend on its type:
•Actions related to protocols will only be visible when using a particular protocol to communicate with the lending (responding) library. The available actions will be defined in the State Tables by OCLC NRE/VDX Support. When the ILL action is performed as part of the ILL work-flow, VDX can be configured to send a specific User Alert to the patron's email address, either when a specific action occurs or when the request reaches a particular ILL status in the work-flow.
•A locally defined action will only be visible if allocated to your resource group, irrespective of the protocol being used and it is a valid action for the process status of the request. This is set up by OCLC NRE/VDX Support. The primary use for locally defined actions is to trigger specific User Alerts that lie outside the normal work-flow of an ILL request.
To send an email associated with a locally defined action
1.Locate the relevant item via the ill request search or a work queue.
2.Select the relevant action from the action box on the brief display or at the top/bottom of the full display.
3.An 'action' screen will be displayed.
4.The format of the mail is displayed. This is configured by OCLC NRE/VDX Support.
5.A private note can be added which will not be added to the mail.
6.Click on the Action button.
7.The action will be recorded in the history section of the request.
8.An email will be sent to the end user's email address.
Ad-hoc email alert
Ad-hoc email alerts can also be sent using the Send User Alert Action. Unlike other alerts, the text to be sent to the patron can be entered 'free-hand' at the point when the mail is sent, rather than using predefined mail messages.
To send an ad-hoc alert
1.Locate the relevant item via the ILL request search or a work queue.
2.Select the Send User Alert action from the action box on the brief display or at the top/bottom of the full display.
3.A 'send user alert' screen will be displayed, showing the end user / patron's name and email address.
4.The format of the mail is displayed. This is configured by OCLC NRE/VDX Support.
5.Enter the patron note which will be added to the predefined message.
6.A private note can be added which will not be added to the email.
7.Click on the 'Send' button.
8.The alert will be recorded in the history section of the request record.
9.An email will be sent to the end user's email address.
Patron resubmit or cancel request
This feature may be present on your system if it has been configured by OCLC NRE/VDX Support..
When a Request becomes Idle and Rota Empty or Not Supplied and End of Rota, VDX can automatically send an alerting email to the end user / patron. The email is configurable but generally explains that the item requires further processing and gives the user the choice of resubmitting the request or canceling it.
Example email to user
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•If the patron chooses to cancel this effectively terminates the Request.
•If the user chooses to resubmit the request, the create request page is presented to the user. When the user has completed it, this will appear as a new request in the normal Borrower work-flow.
VDX prompts the user to log in before the cancel or resubmit screen are displayed.
Failure of email alerts
If an email is not sent to an end user:
1.Check that there is an email address for the end user.
2.Check with the system administrator that the 'user alerting agent' (driver) is enabled.
 Related Topics
[Doc#: 1056 - Communicating with end users]
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