In Sierra, once a hold is activated, the pickup location becomes locked. This occurs even if an error happens or the original location becomes unavailable. The limitation creates workflow issues for libraries that use lockers, shared delivery systems, or multiple branches.

We are requesting a system enhancement that allows authorized staff to edit the pickup location of a hold after it has been activated, but before it is checked out or expires.

-Why This Is Needed:

• Locker and space-based workflows: Staff may discover after trapping a hold that a locker is full or not functioning. At that point, there is no way to reroute the hold without canceling and re-placing it.

• MeL/INN-Reach and delivery systems: Multi-library consortia and shared systems occasionally fulfill to the wrong location. Currently, Sierra does not allow staff to correct this once the hold is trapped.

• Staff training errors: If the wrong login or fulfillment location is used during check-in, the item is committed to the incorrect pickup point. While enabling "Priority Paging: Refuse Item Hold" can prevent premature activation, this feature introduces the risk of accidentally canceling INN-Reach holds, which can disrupt patron access and increase staff workload.

• Patron requests: Patrons sometimes ask to change their pickup location after the hold is already activated. Staff have no way to update the system to reflect this without canceling and re-initiating the hold manually.

-Proposed Enhancement:

• Allow staff with appropriate permissions to change the pickup location of a trapped hold, up until the item is either checked out or expired.

• Log the change in the item or hold history to provide a record for auditing and accountability.

-Optional but Strongly Recommended:

• Add an optional "Pickup Location Changed" notice that can be sent to patrons automatically when a change is made. This would help notify them that their item is ready at a different location.

-Benefits:

• Reduces the need for manual workarounds and improves the patron experience

• Provides flexibility in time-sensitive workflows

• Supports accurate hold management in cases of staff error or patron changes

• Saves staff time by eliminating the need to cancel and recreate holds or contact individual patrons.