"Stuck" Requests in ReShare

Libraries have reported seeing requests that are "stuck" in ReShare. This can take a number of forms, but the most common are:

• A request is rejected by a supplying library's autoresponder, but it does not get moved to the next potential supplier.
• A request is shipped by a supplying library, but the requesting library is not given the opportunity to receive the item.

In short, if ISO18626 messages and acknowledgements get "out of sync" and a request is updated by one communication stream in between the time another communication stream begins editing and then tries to save its edits, it can cause errors that prevent either site from being able to update the request and move it to the next part of the process.

What is Being Done to Resolve This?

Index Data is actively looking into this, and we have asked them to prioritize resolving this problem. While we haven't been able to resolve this yet, Index Data is dedicating staff to resolving this issue as quickly as possible. A number of different options are being examined for feasibility, ease of use, and comprehensiveness, and we are confident that a solution should be available in the near future.

What Do I Need To Do?

At this time, stuck requests do not need to be reported to PALCI. Once a patch is released, PALCI staff will share that information with the community and provide additional instructions for how to report this issue moving forward. 

If you believe a request is stuck:

• Use ReShare messaging tools to contact the library ReShare lists as the supplier to confirm whether or not the item has been shipped.
• If you need to check to see if a request moved to a subsequent lender, the Details view of a request displays the request rota (in the Suppliers section). You can use the Institutional Library Codes Crosswalk to translate the US:ISIL codes used in the rota.

If a request is stuck but the item has been shipped:

• While you cannot continue processing the request in ReShare, you can still manually process the request in your LMS and notify the supplying library via e-mail/ReShare's messaging tools.

If a request is stuck but the item has not been shipped:

• Submit another request on behalf of the patron