remove notification for cancelled items
It would be nice if from the staff side in Polaris and LEAP we could select whether to notify the patron if an item they placed on hold gets cancelled. Sometimes we have to cancel holds for various reasons and LEAP is often faster in notifying the patron with no context when their request was cancelled which can cause confusion for the patron. Staff should get the option of whether a patron gets notified or not and if possible, if we could have the option to add a message to the cancel notification they get.
Relatedly, patrons should get a notification when an item that's on hold for them becomes unclaimed. Most patrons don't realize when a item becomes unclaimed. (Also with this, if the hold request could not show up at cancelled when an item goes unclaimed and gets returned but instead is listed as unclaimed, otherwise staff and patrons get confused because no one actually cancelled the request).
Tatiana
shared this idea
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Emma Olmstead-Rumsey
commented
I believe cancellation notifications can be toggled on and off at a high level, but I like the idea of doing it more granularly.
We have cancellation notices turned off globally in our system precisely because we can't have them turned on without sending a million of them for every single unclaimed item. We don't float, so a held item that went to unclaimed will have been pulled off the shelf and put into our delivery run the next day. That's just about when the patron gets the cancellation notice and contacts us to say "wait, I still want that!" Then they have to wait a few days for it to be pointlessly chauffeured to its home branch, only to fill a hold and go straight back to the one it was just at on the hold shelf. My previous system did have those notices turned on and it created a LOT of frustration for patrons.