Differences

This shows you the differences between two versions of the page.

--- circ:accounts:messages [2017/07/25 19:31] – tmccanna
+++ circ:accounts:messages [2022/07/08 19:11] (current) – [Creating a New Message] smorrison
@@ Line 1: / Line 1: @@
-====== Alerts, Notes, and Messages ======
+====== Patron Messages and Alerts ======
-There are several ways you can attach messages to a patron's account. The preferred ways to add messages to an account are:
+//Historical Note: Prior to January 18, 2022, patron alerts, messages, and notes were managed in three different interfaces.//
-  * Messages that should be visible to patrons: Other > Notes > Add New Note (Check "Patron Visible")
+**Alerts** (such as "Patron exceeds fine threshold") may be added to a patron's account automatically by the PINES system, or may be added manually by staff. If a patron account has an alert, the alert title will appear in red under the patron's name on the upper left in the staff client. The patron's name will also turn red.
-  * Messages that should be visible to staff only, and appear when patron is retrieved: Messages > Apply Penalty / Message > Alert
-  * Messages that should be visible to staff only, but do //not// need to appear when patron is retrieved: Other > Notes > Add New Note (Do //not// check "Patron Visible")
-===== Alerts =====
+{{:circ:accounts:pasted:20220113-133151.png}}
-Add or update an alert by editing the patron's account and typing your alert in the Alert Message fields. This is the least preferable method of adding alerts because there may only be one Alert Message at any time and there is no saved history of prior alerts. If duplicate accounts are merged, this type of alert may be lost.
+**Blocks** may also manually be added if necessary. A block appears the same as an alert in the interface, but will prevent the patron from checking out items, renewing items, and placing holds on items.
-The Alert Message will appear when you first pull up the patron's account and you can view it again while in the patron's account by clicking Other > Display Alert and Messages.
+**Notes** that are not urgent, but contain information that the library wishes to retain for historical purposes, may be manually added by staff. If the patron account has a note, the patron's name will not turn red, but the Notes tab will indicate the number of total notes and messages.
-===== Notes / Patron Message Center =====
+{{:circ:accounts:pasted:20220113-133441.png}}\
-To add a Note in a patron's account, retrieve the patron's account then click Other > Notes > Add New Note. A pop-up window will open where you can choose to make the note visible to the patron (or not), and enter a title for the note and the note itself. It is good practice to enter your initials (the date and library will be stored automatically). Multiple notes may be stored at once. Notes cannot be edited, but they may be deleted if they are no longer relevant.
+===== Creating a New Message =====
-If the patron logs into "My Account," he or she will see any Notes that are patron-visible in the Messages screen. Staff can see if patrons have read the messages left in the patron message center by going to Other > Message Center.
+To add a message to a patron account, open the account and click on the Notes tab, then click Create Note.
-The system will also automatically leave notes in the Patron Message Center (see [[circ:notifications|Automated Notifications]]) that staff can see by going to Other > Message Center.
+{{:circ:accounts:pasted:20220113-133945.png}}
-===== Messages =====
-Messages may be used to add notes that can be edited, to apply penalties, and to block accounts.
+Select either the Note, Alert, or Block option. (Notice that when you change this option, the Penalty Type changes. This provides additional information about the type of message you have chosen.)
-Click the Messages button in the patron's account to view, add, and archive messages.
+The Depth should be set to "All PINES Libraries" in most cases so that when the patron goes to any library location, the staff will see the same messages.
-To add a new messages, click the "Apply Standing Penalty/Message" button. A pop-up window will open where you may choose to add a Note, an Alert, or a Block to an account. Type in a descriptive message and your initials, then click Apply.
+Check the "Patron Visible" box if the message should be visible to the patron when they log into the OPAC and view their messages.
-  * A "Note" will add a message to this list, but it will not be visible unless you go to this screen.
+Enter a title for the message, then the complete text of the message. If you are creating an alert, only the title will appear under the patron's name in the patron summary bar.
-  * An "Alert" will add a message to this list that will also display when you first open a patron's account or when you click Other > Display Alert and Messages. //(This is the best way to add an alert to a patron account because it can be archived for posterity.)//
-  * A "Block" will add a message to this list that will also display when you first open a patron's account or when you click Other > Display Alert and Messages. It will also prevent the patron from checking out items, placing holds, or renewing items.
-After an issue has been resolved and the message is no longer relevant, click the Messages button, select the relevant message line item, click "Actions for these Penalties/Messages" and then choose either "Remove Penalty/Message" (which will delete it) or "Archive Penalty/Message" (which will inactivate it and move it to the Archived list at the bottom of the screen).
+Enter your first initial, last name, and location in the Initials box (for example, TMcCanna/STATELIB-A).
+===== Reviewing Existing Messages =====
+The Notes tab will display all previously created messages. Use the standard controls to change the visible columns and change the number of rows you see at once. Click on the column headers to sort columns (most staff will want to sort the Creation Date/Time column to show the most recent messages first).
+Select a message and click Actions > Edit Note to view the complete details of the message and edit it. (Note that some types of messages may not be editable.)
+You may also use Actions > Delete Note to permanently delete messages or Actions > Archive Note to move them to the Archived Notes section below. You may select multiple notes to Delete or Archive at once.
+===== Automatically Added Notes =====
+The system will also automatically leave notes in the Patron Message Center (see [[circ:notifications|Automated Notifications]]).