Fulfillment Procedures

This chapter includes general Fulfillment overview procedures

How to log into a Fulfillment Workstation and Change Locations

This document provides detailed guidance on how to log into Ex Libris Alma, select and manage fulfillment locations, and understand how these selections impact related workflows. 

Required Roles

The options available under the Fulfillment menu are dependent upon your assigned user roles. Your list of options may be different from the screenshots included below. If you do not have the necessary options, you will need to work with your institution's User Administrator to be assigned the appropriate roles for your work.

To complete Fulfillment tasks outlined in this document, you must have one or more of the following roles:

1: Navigate to Alma Go to https://wrlc-xxx.alma.exlibrisgroup.com/mng/login, replacing 'xxx' with your institution’s code

AU amu
AU LAW amulaw
CU cu
GA gal
GM gm
GT gu
GT LAW gulaw
GW gwu
GW HIMMELFARB gwahlth
GW LAW gwalaw
HU hu
MU mar
UDC doc
UDC LAW doclaw

2: Login to Alma Use your institution’s login credentials. A popup may appear asking you to select your desk or department. If not, proceed to verify your current location. 

Why This Matters: Desk selection defines access permissions, policies, and linked printers for fulfillment operations.

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3: Select Your Desk/Department Click the dropdown arrow and select your correct desk/department. Click Select to confirm. Please note that images are for training purposes only. Your institution's selections will be different.

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4: Verify or Change Current Location Circulation Desks/Departments are also known as locations. If you want to verify or change which location you are logged into, look in the upper right hand corner. If the task bar looks like:

a. AWF_004.png proceed to Step 5

b. AWF_005.png proceed to Step 6

5: Verify your Location To verify which location you are logged into, hover your pointer over the location icon in the upper right of the screen. This ensures accurate task routing and reporting. A temporary pop-up should appear displaying your current location.

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6: Toggle Location View To toggle between

a.  AWF_026.png or

b.  AWF_025.png 

Click on the location icon or statement to display a drop-down menu.

Note: Keeping the location visible helps prevent cross-desk errors during multi-shift operations.

7: Adjust Display Preferences Check or uncheck the <Always show current location> box

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a. If it is unchecked, it will look like

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b. If the <Always show current location> box is checked, the task bar will look similar to AWF_005.png

Note: Keeping the location visible helps prevent cross-desk errors during multi-shift operations.

8: Change Locations To change your active location, click the location icon or text and open the dropdown menu. Then to display the available location options, click on the drop-down arrow. After selecting the correct desk or department, confirm your choice and proceed with circulation or fulfillment tasks.

Note: Alma saves your last used desk within a browser session, but this setting does not persist between browsers or devices.

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Additional Notes
Frequently Asked Questions 

Transactions remain tied to that desk. They cannot be reassigned in Alma. Notify your fulfillment manager for reporting corrections.

Yes. Desk permissions correspond to Alma roles such as Fulfillment Operator and Circulation Desk Manager.

At the start of each login session or work shift.

Yes. Alma Analytics> Fulfillment> Loans by Desk helps identify inconsistencies.

Your Alma administrator should notify staff and update assignments immediately.

How to Look Up a Patron Without an ID Card New Page

This workflow explains how WRLC staff can retrieve a patron record in Ex Libris Alma when the patron does not have a physical ID card available for barcode scanning. It integrates best practices from Ex Libris and peer consortia  to minimize search errors and ensure successful user identification across local and consortial libraries.

Required Roles

The options available under the Fulfillment menu are dependent upon your assigned user roles. Your list of options may be different than the screenshots included below. If you do not have the necessary options, you will need to work with your institution's User Administrator to be assigned the appropriate roles for your work.

To complete Fulfillment tasks outlined in this document, you must have one or more of the following roles

1: Navigate to the Patron Identification Screen In Alma’s left-hand navigation panel, select Fulfillment> Checkout/Checkin> Manage Patron Services. The Patron Identification screen will appear.

Note: Library staff are advised to always start with <Manage Patron Services> rather than <Search for Users> from the top navigation bar. The latter can display partial results or outdated user records, especially for consortial patrons. Accessing via <Manage Patron Services> also assists with ensuring the workstation logs the action under your currently active circulation desk- a key requirement for acurate analytics and desk-level activity

2: Enter Patron Information In the <Scan patron’s ID or search for patron> field, begin typing the patron’s name, Primary ID, Institution ID, or Barcode. 

Alma will display a dropdown list of matching patron accounts; select the correct patron from the list to open their record

Note: Ex Libris’s documentation notes that name searches are case-insensitive but must match character order exactly.  Common surnames (e.g., “Smith”) may yield dozens of results; in such cases, use a unique ID number, whenever possible, to avoid opening the wrong record.

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3: Use “Select from a List” for Advanced Searching If typing directly in the search field returns too many or no matches

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Why This Matters: This feature allows targeted searches using fields not available from the quick search bar. It’s especially helpful in consortial environments where duplicate names may exist across institutions; Best practicies reccoments using the <Find and Manage Users> screen for troubleshooting <Patron not Found> errors and to confirm that the record has not expired 

4: Select the Correct Patron Record Review the list of returned results carefully

Once confirmed, click the patron’s name to open the <Manage Patron Services> (Loans) tab

Why This Matters: Accurate user identification ensures correct due dates, fines, and request routing. Selecting the wrong patron account, even one with the same name, can result in loan activity being logged under another individual. In Alma, once an item is checked out to a patron, it cannot be reassigned. The only fix is to return the item and reissue it under the correct user.

Frequently Asked Questions 

How to Add a Patron to the Database

This workflow guides WRLC staff through creating new patron records in Ex Libris Alma. 

Required Roles

The options available under the Fulfillment menu are dependent upon your assigned user roles. Your list of options may be different than the screenshots included below. If you do not have the necessary options, you will need to work with your institution's User Administrator to be assigned the appropriate roles for your work.

To complete Fulfillment tasks outlined in this document, you must have one or more of the following roles:

1: Navigate to the Patron Registration Screen In the left-hand navigation panel, select: Fulfillment> Checkout/Checkin>Manage Patron Services. The <Patron Identification> screen will appear

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2: Initiate New Patron Registration Click the <Register New User> button at the bottom of the Patron Identification screen

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3: Complete Required Fields Fill out all fields marked with a red asterisk (★); these are mandatory for Alma’s user record validation and for Student Information Systems (SIS) matching.

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Required Fields Include:

Why This Matters: Alma validates user data using the Primary Identifier and User Group fields to determine circulation rights.
Incomplete records will fail SIS matching or cause fulfillment errors during checkout.

Note: WRLC agreed best practices include that the Purge Date should align with the institution’s data-retention policy (often one year post-expiration). Setting it too soon may delete active records prematurely.

4: Determine SIS Inclusion

Note: This distinction determines whether Alma should treat the user as a locally managed record <Internal> or one that will later synchronize automatically with the SIS (External). Incorrectly flagging a user as “SIS-managed” may result in their record being overwritten or deleted during the next SIS import.

5: Set the “Patron Has Institutional Record” Flag; for SIS-Managed (External) Users

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Why This Matters: This tells Alma to expect future updates from your SIS, enabling automatic synchronization of user data (name, contact info, expiry, etc.) and prevents duplicate user creation when future SIS loads occur; incorrect flagging may cause “stale” data issues where patron updates fail to load

6: Set Passwords for Locally Managed (Non-SIS) Users If the patron will not be updated by SIS (e.g., alumni, community, internal accounts). Non-SIS patrons do not receive automatic credential provisioning. This step ensures they can authenticate for library discovery and My Account access:

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Note: These credentials allow login to Primo VE using their Primary Identifier and password; consider using <Force password change> for all community borrower accounts to prevent password reuse

7: Save the New Record Once all required fields are complete, click <Update User>. The system saves the patron record and returns you to the Manage Patron Services screen with the newly created user loaded automatically. The <Update User> action both commits the record and links it to your current Fulfillment desk for immediate use (e.g., for item checkout).

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Frequently Asked Questions 

How to Set Up a Proxy Borrower and Check Out an Item by Proxy

This workflow explains how WRLC staff can configure one patron to act as a proxy borrower for another patron in Ex Libris Alma, and how to manage checkouts performed by proxy. 

A Proxy Borrower is someone granted permission to borrow materials on behalf of another patron, such as a faculty member, administrator, or department. Proxies are most commonly graduate assistants, departmental staff, or designated library liaisons. While the proxy uses their own credentials to perform transactions, the items are checked out under the primary patron’s account to ensure proper due dates, policy application, and responsibility tracking.

Required Roles

The options available under the Fulfillment menu are dependent upon your assigned user roles. Your list of options may be different than the screenshots included below. If you do not have the necessary options, you will need to work with your institution's User Administrator to be assigned the appropriate roles for your work.

To manage patron services, you must have one of the following roles:

Part I: Setting Up a Local Patron as a Proxy Borrower

1: Open Patron Identification All proxy relationships must be created under a Fulfillment context to ensure the proxy’s circulation privileges, fines, and analytics data attach correctly to the local library environment.

In Alma, navigate to Fulfillment> Checkout/Checkin> Manage Patron Services> the Patron Identification screen opens

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2: Locate the Proxy Borrower’s Record Search for and select the patron who will serve as the proxy borrower (the person authorized to check out items for another patron). Their record will now appear in the Patron Services screen.

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Note: Always start with the Proxy Borrower, not the primary account holder. This ensures the relationship is recorded from the proxy’s perspective, matching Ex Libris’ internal data structure.

3: Edit the Patron’s Information The page will refresh to the My Institution - Loans page. 

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4: Open the User Details Panel Click on the patron's name to access the User Details panel that will produce from the right-hand side of the screen

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5: Open the “Proxy For” Tab In the User Details screen, click the Proxy For tab. This tab lists any primary users for whom this person already acts as a proxy.

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6: Add a New Proxy Relationship Click <Add Proxy For>

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Why This Matters: This step establishes the system-level relationship between the two users. It allows the proxy to borrow materials on the other’s behalf while keeping the loan tied to the primary user’s account for policy and notification purposes.

Note: This relationship is one-directional- adding a proxy under Patron A does not automatically create reciprocal access under Patron B. If mutual authorization is desired (e.g., lab partners or departmental assistants), staff must configure it in both accounts.

7: Save Changes Click <Save> to finalize the proxy relationship

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Note: Always verify the relationship by returning to the Proxy For tab and confirming that the linked user appears. Saving does not generate a confirmation message, so manual verification is the only way to ensure success.

Part II: Deleting a Proxy Relationship

1: Access the “Proxy For” Tab Repeat Steps 1–5 above to reach the Proxy For tab.

2: Remove the Relationship

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3: Save the Record Click <Save> to confirm the deletion

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Note: Removing a proxy relationship takes effect immediately - the proxy will no longer appear in the "Proxy For” dropdown on the Patron Identification screen.

Part III: Checking Out Items by Proxy

1: Open Patron Identification Navigate to Fulfillment> Manage Patron Services> Checkout/Checkin> Patron Identification; search for the patron who will be checking out materials on behalf of someone else

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2: Enable Proxy Mode After you have identified the correct patron, check the <Use Proxy> box. Search for and select the Proxy Borrower (the person performing the checkout). Checking <Use Proxy>tells Alma to activate the proxy relationship lookup, ensuring transactions are recorded under the primary user’s record, not the proxy’s own.

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3: Choose the Primary Patron 

Note: Proxy selection must occur before scanning items. If you forget to select a patron before scanning, Alma will create loans under the proxy’s own record, not the intended account.

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4: Check Out Materials The Patron Services screen for the selected (proxied) patron appears. A visible line shows “Proxy by [Name of Borrower]”. Proceed to check out items as usual. This field is Alma’s built-in audit trail for proxy transactions. All loans, receipts, and notices are still tied to the primary patron’s account, but the proxy’s name is retained for reporting and analytics.

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5: End the Session When finished, click Done to close the session. Clicking Done resets the Fulfillment session to prevent subsequent patrons from being mistakenly processed under the same proxy relationship.

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Note: It is strongly encouraged that staff reverify the next patron’s identity immediately after closing proxy sessions to avoid privacy and security breaches.

Notes

Frequently Asked Questions

How to Bring Up a Patron Record and Check Items Out

This workflow guides WRLC library staff through the process of locating a patron record and checking items out in Ex Libris Alma, including both local and consortium patrons.

Required Roles

The options available under the Fulfillment menu are dependent upon your assigned user roles. Your list of options may be different than the screenshots included below. If you do not have the necessary options, you will need to work with your institution's User Administrator to be assigned the appropriate roles for your work.

To complete Fulfillment tasks outlined in this document, you must have one or more of the following roles:

1: Log in and Select Circulation Location Log into Alma and select the correct Circulation Desk location for your workstation.

Why This Matters: The active desk determines which loan policies, printers, and analytics records apply; an incorrect desk can cause checkouts to route to the wrong library or cause print slip failure

2: Navigate to Manage Patron Services In the left-hand menu, click Fulfillment> Checkout/Checkin> Manage Patron Services. 

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3: Locate the Patron Record Patron records can be retrieved in one of three ways:

If the patron is a local user, proceed to Step 8
If the patron is from another WRLC institution, continue with Step 4

4: Search for a Patron from Another Institution

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Note: 

6: Trinity University Patrons Similar to WRLC’s Health and Law professional libraries, Trinity University does not lend its materials to other WRLC institutions. However, under its WRLC agreement, Trinity University patrons may borrow from participating AFN libraries, and courier deliveries include Trinity University.

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7: Handling New or Unsaved Patron Records If the WRLC patron already exists in your Institution Zone, their record will open automatically to the Loans Loans tab, proceed to Step 8

If the patron does not exist locally:

Why This Matters: Quick User Management creates a temporary local instance of the remote record, allowing immediate checkout. This avoids unnecessary network delays and keeps circulation seamless

8: Open the Patron’s Loans Tab Once the user record loads, the Loans tab will display automatically- you are now ready to perform checkout actions.

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9: Check Out Items to the Patron Items may be checked out using one of the following methods:

Once the item is identified, click OK to confirm the checkout. The item will appear under the patron’s Loans list.

Note: You are strongly encouraged to scan physical item barcodes to ensure Alma recognizes the correct copy and location. Manual entry increases the chance of transposition errors

10: Complete the Session When all items have been checked out, click Done to close the patron record and end the session.

Why This Matters: Closing the session resets the workstation for the next user and prevents accidental checkouts under the wrong patron name.. This is particularly critical in shared circulation environments 

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Frequently Asked Questions 


How to Check an Item In or Out When the Barcode is Missing or Illegible

Circulation Desk staff may occasionally encounter physical materials with missing, damaged, or illegible barcodes during check-in or check-out. Manual lookup ensures continuity of circulation service while maintaining accurate fulfillment statistics. It also prevents delays or incomplete transactions that can disrupt hold queues and overdue calculations.

Required Roles

The options available under the Fulfillment menu are dependent upon your assigned user roles. Your list of options may be different than the screenshots included below. If you do not have the necessary options, you will need to work with your institution's User Administrator to be assigned the appropriate roles for your work.

To complete Fulfillment tasks outlined in this document, you must have one or more of the following roles:

1: Identify When Manual Lookup Is Needed If the item’s barcode is missing entirely, illegible or damaged, or unresponsive to the barcode scanner- you must look up the item manually instead of scanning. Manually selecting the correct item record prevents misidentification or accidental circulation of similar titles.

2: Access the Appropriate Fulfillment Screen Navigate to the correct screeen. While the interface differs slightly between these two workflows, the manual item lookup process is identical. Both methods use the <Select from a list> feature next to the <Scan item barcode> field.

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Note: Staff are encouraged to confirm they are in the correct function (Check-In vs. Check-Out) before manually selecting an item. This ensures proper circulation logging and avoids accidental returns or mistaken loans.

3: Use the <Select from a List> Option Click the <Select from a list> button next to the <Scan item barcode> field. This will allow you to to select from the Choose search index drop-down menu (ex. Keywords) and Choose search scope (ex. institution Zone -- house symbol)

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4: Locate the Correct Item Record Locate your correct item record and select it by clicking the circle to the left of the title and then clicking <Select> in the upper-right to populate the <Scan item barcode> field.​ Selecting the correct record ensures Alma populates the Scan item barcode field with the appropriate internal item ID. This prevents circulation data mismatches and ensures holds, requests, and Analytics reports remain accurate.

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Note: Alma distinguishes item records by MMS ID and Holding ID as well as Barcode. Be careful not to choose a record from another holding or location, particularly for multi-volume sets or shared titles.

5: Confirm and Process the Transaction Once the item record has been selected: Click <OK> to populate the barcode field and complete the Check-In or Check-Out transaction. Clicking <OK> finalizes the operation and ensures the transaction logs under the correct circulation function. Failing to confirm will leave the record open and unprocessed.

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Note: The <OK> confirmation both populates and executes the circulation action in one step. There is no secondary confirmation screen, so double-check your patron and item details before clicking.

Frequently Asked Questions

How to Manage the Pick from Shelf List

This workflow explains how to access and manage the Pick from Shelf list (also known as the Pick List) in Ex Libris Alma.
The pick list identifies items currently requested for patron holds, course reserves, or resource sharing requests within your library or across WRLC institutions.

Required Roles 

To complete Fulfillment tasks outlined in this document, you must have one or more of the following roles:

1: Access the Pick List This is the primary interface for viewing items your library must retrieve to fulfill local or consortial requests. It updates dynamically as requests are placed or fulfilled.

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2: Review and Organize the List Use facets on the left-hand side or the <Sort by> menu to filter and organize results (e.g., by location, request type, or call number). Efficient sorting reduces retrieval time, especially in multi-location libraries. 

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3: Print the Pick List or Individual Slips Printed slips contain location details, item barcodes, and destination information needed to retrieve materials accurately and efficiently. There are three ways to print or download the list for retrieval:

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Note: Print Slip Reports are more ideal for batch retrievals, while Print Slip can be more useful better for ad hoc requests.
Consider maintaining printed lists until items are scanned into Alma to avoid losing track of physical materials during pickup.

4: Locate and Retrieve Requested Items Use the printed slips or pick list report to locate items on the shelves. Retrieve the materials and bring them to your workstation for processing. This step physically fulfills pending Alma requests and updates internal status when items are later scanned in.

5: Process Retrieved Items Once all items are collected, navigate to Fulfillment > Resource Requests> Scan In Items

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Note: Scan In Items processing updates the item’s workflow status automatically. For example, from Item in Place to Item in Transit or On Hold Shelf depending on request type and location.

6. Review Scanned Items and Destinations Destination slips guide routing and ensure the correct final location (e.g., local hold shelf, resource sharing shipment, or digitization). As you scan each barcode, a destination slip prints automatically.

Note: To avoid misdelivery or double transit, double-check destination details before routing- especially when items are requested by other institutions 

Frequently Asked Questions

How to Set an Item Status to Missing

This workflow explains how to manually set a physical item’s status to <Missing> in Ex Libris Alma when the item cannot be found during shelf checks, fulfillment requests, or inventory reconciliation. Manually setting an item to <Missing> ensures accurate holdings information, prevents further requests, and helps maintain the integrity of Catalog and Analytics reports.

Required Roles 

The options available under the Fulfillment menu are dependent upon your assigned user roles. Your list of options may be different than the screenshots included below. If you do not have the necessary options, you will need to work with your institution's User Administrator to be assigned the appropriate roles for your work.

To complete Fulfillment tasks outlined in this document, you must have one or more of the following roles:

Note: If you do not see <Toggle Missing Status> in the <More actions> menu, your user account may lack the necessary privileges. Contact your supervisor or system administrator for role verification.

1: Search for the Item Record Using the <Physical Items> search ensures you’re retrieving individual item records, not holdings or bibliographic records. This level of specificity allows direct access to item statuses.

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2: Open the <More Actions> Menu When you locate the correct item record, click the row action menu ellipsis (⋯) on the right-hand side of the record line to open the <More actions> menu. The <More actions> menu provides record-level management options such as editing, toggling statuses, and initiating work orders. Only this menu allows manual updates to the <Missing> flag.

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3: Select <Toggle Missing Status> From the drop-down menu, select <Toggle Missing Status>. The item is now recorded as Missing in Alma. This action immediately updates the item’s process type to Missing, removing it from the Item in place inventory count and from active fulfillment requests.

Toggling this status also updates associated availability displays in Primo VE.

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4. Missing Status Confirmation Update A pop up window will publish from the right hand sign of the screen- confirming the update has been successfully completed

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5: Restore the Item When Found If the item is later located, you can revert its status to <Item in place> by:

Checking an item in automatically clears the Missing status, ensuring the record accurately reflects the item’s physical availability.

Frequents Asked Questions

How to Add a Fulfillment Note to an Item

A <Fulfillment Note> in Ex Libris Alma displays a pop-up message whenever an item is checked out or checked in.
This note provides staff with important information or warnings related to that item- such as loan restrictions, condition alerts, or routing instructions. Properly using <Fulfillment Notes> improves communication among Access Services, Technical Services, and Resource Sharing staff. It prevents missed item conditions, patron misunderstandings, or overlooked processing requirements.

Required Roles

To add or edit a <Fulfillment Note>, a staff member must hold one of the following Alma roles:

1: Search for the Item Record A <Physical Items> search ensures access to the editable item record (rather than holdings or bibliographic levels). Fulfillment notes are attached to item records only.

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2: Open the Item Record Editor Locate the correct item in the search results. The following two options open the same Physical Item Editor

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3: Access the <Notes> Tab In the Item Editor, select the Notes tab. The <Fulfillment Note> field controls pop-up alerts that display during checkout and return. Other Notes types, such as Internal or Public Notes, do not trigger circulation prompts.

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4: Enter the Fulfillment Note Text In the <Fulfillment Note> field, type a clear, concise message describing the alert (e.g., “Check accompanying CD before reshelving.”). This text becomes the content of the pop-up shown to staff during checkout or check-in.
Per Ex Libris guidance, overly long notes may truncate on smaller screens- keep entries brief but specific.

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5: Save the Item Record Click <Save> to record your changes. Saving commits the note to the item record and activates the pop-up message immediately for subsequent Fulfillment actions.

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Frequently Asked Questions

How to Renew Items

This workflow explains how to renew checked-out items for a patron in Ex Libris Alma. Renewals extend the due date for eligible items based on fulfillment policies, user groups, and loan terms. Accurate renewals ensure patrons retain needed materials while maintaining compliance with WRLC loan policies and minimizing unnecessary overdue notices.

When to Reference This Document:

Required Roles

The options available under the Fulfillment menu are dependent upon your assigned user roles. Your list of options may be different than the screenshots included below. If you do not have the necessary options, you will need to work with your institution's User Administrator to be assigned the appropriate roles for your work.

To complete Fulfillment tasks outlined in this document, you must have one or more of the following roles:

1: Access the Patron Record Navigate to Fulfillment > Checkout/Checkin> Manage Patron Services

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2: Display All Active Loans Confirm that the Loans tab is active on the Patron Services screen. In the Filter by field, change from <This Session> to <All> using the drop-down arrow. Selecting <All> ensures you view every active loan, including those checked out in prior sessions.

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3. Renew Items Individually Click on the <Renew> button located within the item's Loan record. Alma applies fulfillment policies and may deny renewal if an item is requested by another patron or restricted by the library’s rules.

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4: Renew Selected Items Click the check boxes to the left of the items to be renewed. Click <Renew Selected>. This renews only the chosen loans. 

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5: Renew All Items To renew all active items, either:

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5: Confirm Renewals and Exit Renewed items display updated due dates in the Loans list and a confirmatino pop-up note will also publish from the upper right-hand side of the screen

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How to Renew an AFN Loan

Technically, within Alma, only the lending library can renew an item. While patrons have the ability to request a renewal from the My Library account, it may occasionally be helpful to renew an AFN item on behalf of a patron. 

1: Access the Patron Record Navigate to Fulfillment > Checkout/Checkin> Manage Patron Services

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2: Display All Active Loans Confirm that the Loans tab is active on the Patron Services screen. In the Filter by field, change from <This Session> to <All> using the drop-down arrow. Selecting <All> ensures you view every active loan, including those checked out in prior sessions.

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3: Display NZ Loans After ensuring that All loans can be viewed, select the patron's NZ loan account view. If NZ loans exist, a green dot will appear next to the binocular icon

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4: Locate the Item to be Renewed Highlight the barcode of the item to be renewed and select the Copy option that appears; take note of the partnering lending institution

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5: Select the Patron's Home Institution Once the desired NZ loan's barcode has been copied onto your clipboard, select the home institution Icon to return to the <My Institution> loan field

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6: Select AFN Library Click on the My Institution drop-down menu to locate and select the item's home institution 

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7: Enter the Barcode Paste the copied barcode number into the My Institution-Loans field and select <OK>

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8: Confirm Renewals and Exit Renewed items display updated due dates in the Loans list and a confirmatino pop-up note will also publish from the upper right-hand side of the screen

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Frequently Asked Questions

How to Manage Item Holds

This workflow explains how to process items with hold requests. It covers when to send items to the hold shelf, how to manage active and expired holds, and how to reshelve, forward, or activate subsequent requests.

When to Reference This Document:

Required Roles

1: Identify Items to Send to the Hold Shelf During check-in, if an item has a hold, a pop-up alert will appear indicating the destination (the hold shelf).

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Why This Matters: This pop-up is Alma’s prompt that a pending request exists. Routing it correctly ensures the request is fulfilled and the item doesn’t re-enter general circulation.

2: Review Request Details On the Manage Item Returns screen, a <Requests> button appears next to items with active holds. The “Next step” column indicates where each item should be sent.

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3: Place the Item on the Hold Shelf After verification, place the item on your library’s hold shelf following local procedures (e.g., alphabetical by patron last name or request number).

4: Manage Active Holds To view and manage all current holds, navigate to Fulfillment > Resource Requests> Active Hold Shelf> the Active Hold Shelf Items screen opens.

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5: Manage Expired Holds Navigate to Fulfillment > Resource Requests> Expired Hold Shelf

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Frequently Asked Questions

How to Add a Patron Note

This workflow explains how to add, edit, and delete notes on a patron’s record in Ex Libris Alma and how those notes appear to patrons in Primo VE.

When to Reference This Document:

Why This Matters: Patron notes enhance communication between staff and users, reduce repeat issues, and document relevant interactions or exceptions in a consistent, visible format.

Required Roles

1: Access Patron Notes from Patron Services Fulfillment> Checkout/Checkin> Manage Patron Services

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3: Add a New Note From the User Details screen, click on the Notes tab

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Why This Matters: Adding structured notes ensures consistent visibility and appropriate access levels. Libraries are encouraged to Ex definine local note types to standardize communication across staff roles

4: Edit an Existing Note On the <Notes> tab, locate the note to be updated.

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Why This Matters: Editing maintains record accuracy and ensures that temporary or outdated information is promptly revised.

5: Delete a Note On the <Notes> tab, locate the note to be deleted.

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6: View Patron Notes in Primo VE (User Perspective) Patrons can view User Viewable notes via <Library Card> in Primo VE:

After logging in, click their name in the upper-right corner.

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Select <My Library Account> from the drop-down menu.

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In the <My Library Account> dashboard, notes appear under <Blocks + Messages>.

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Patrons may also open the <Blocks + Messages> tab for expanded viewing.

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Why This Matters: Transparent communication improves patron trust and reduces service desk confusion. Libraries are encouraged to consider consistent use of User Viewable notes for policy clarifications and notices about account status or pending updates.

Frequently Asked Questions

How to Check In Items

This workflow outlines how to check in items in Ex Libris Alma, either for a single patron or for multiple patrons. Checking in items ensures Alma updates item status, loan history, and availability for the next request or hold.

When to Reference This Document:

Required Roles

The options available under the Fulfillment menu are dependent upon your assigned user roles. Your list of options may be different than the screenshots included below. If you do not have the necessary options, you will need to work with your institution's User Administrator to be assigned the appropriate roles for your work.

To complete Fulfillment tasks outlined in this document, you must have one or more of the following roles:

Part I: Checking In Items for a Single Patron

1: Access the Patron Record Navigate to Fulfillment > Checkout/Checkin> Manage Patron Services> to open the Patron Identification screen, look up the patron’s record using their ID, name, or barcode.

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2: Select the Returns Tab In the resulting Patron Services screen, select the Returns tab.

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3: Scan or Enter the Item Barcode Scan the item’s barcode into the <Scan item barcode> field, or manually enter it and click <OK>. 

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4: Review Returned Items Successfully checked-in items appear under Returns of this session. This list verifies that Alma processed each return and provides quick access for correction if an error occurred.

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5: Exit or Continue When finished, either continue performing other actions in the patron record or click <Done> to exit. Closing the session prevents circulation actions from inadvertently applying to the wrong patron.

Part II: Checking In Items for Multiple Patrons

1: Open the Check-In Screen Navigate to Fulfillment > Checkout/Checkin> Return Items

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2: Scan or Enter Item Barcodes The Manage Return Items screen will open. In the Scan item barcode field, scan or type the barcodes of returned items. 

Each scanned barcode updates the loan record for the corresponding patron, making the item immediately available for reshelving or further fulfillment.

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3: Override the Return Date or Time (Optional) Backdating returns ensures fines are correctly adjusted when items are returned during system outages or after-hours check-ins, or a holiday break when the library may be closed

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4: Maintain Patron Privacy If your workstation is shared or visible to others, clear the list of displayed returned items by clicking <Clear List>. This protects patron borrowing history from accidental disclosure while keeping the check-in session active.

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5: Finish or Exit When finished, either proceed to other Fulfillment tasks or click <Done> to close the check-in screen. Exiting finalizes the session and resets the screen for the next operator.

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How to Check In AFN Items

1: Open the Check-In Screen Navigate to Fulfillment > Checkout/Checkin> Return Items

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2. Select the Owning Institution From the Item owner drop-down menu, select the institution that owns the item. Scan the items in one after another.

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3: Scan or Enter Item Barcodes The Manage Return Items screen will open. In the Scan item barcode field, scan or type the barcodes of returned items. 

Each scanned barcode updates the loan record for the corresponding patron, making the item immediately available for reshelving or further fulfillment.

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4: Override the Return Date or Time (Optional) Backdating returns ensures fines are correctly adjusted when items are returned during system outages or after-hours check-ins, or a holiday break when the library may be closed

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5. Next Steps As you scan in each item, note the Next Steps

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6: Maintain Patron Privacy If your workstation is shared or visible to others, clear the list of displayed returned items by clicking <Clear List>. This protects patron borrowing history from accidental disclosure while keeping the check-in session active.

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7: Finish or Exit When finished, either proceed to other Fulfillment tasks or click <Done> to close the check-in screen. Exiting finalizes the session and resets the screen for the next operator.

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Frequently Asked Questions

How to Manage Patron Blocks

This workflow explains how to handle item checkouts for patrons whose accounts are blocked in Alma, as well as how to apply or remove patron blocks.

When to Reference This Document:

Required Roles

1: Identify a Blocked Patron During Checkout When you enter a blocked patron’s ID or name in Fulfillment > Checkout/Checkin> Manage Patron Services, a Blocks pop-up appears displaying the patron’s restrictions.

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2: Choose an Appropriate Response Depending on your permissions, you may see two or three options in the pop-up:

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Why This Matters: Each action determines whether the patron’s loan proceeds or remains restricted. Overriding is reserved for staff with higher-level roles and should follow institutional guidelines.

3: Override During Loan Attempt If you proceed to the patron’s record and attempt a checkout, Alma displays another block alert.

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Why This Matters: This provides a secondary confirmation to ensure that block overrides are intentional and authorized.

4: Apply a Patron Block Fulfillment> Checkout/Checkin>  Manage Patron Services> to locate the patron's record 

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Note: Libraries are encouraged to use formalized block reasons for audit tracking and analytics accuracty

5: Remove a Patron Block Per previous workflow, search for the patron record and access the User Details panel

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Why This Matters: Removing expired or resolved blocks restores normal account functionality and prevents unnecessary patron frustration. Libraries are strongly encouraged to complete periodic block reviews to ensure records remain current and relevant.

Frequently Asked Questions

How to Manage Fines and Fees

This workflow describes how library staff can view, pay, apply, waive, dispute, and restore fines and fees. It also covers how to view patron-visible notifications related to fines and fees.

When to Reference This Document:

Required Roles
Part I: Viewing and Paying Fines from the Patron Services Screen

1: Access the Patron Record Navigate to Fulfillment > Checkout/Checkin> Manage Patron Services> look up the patron’s record as though checking out items.

2: Review the Patron’s Active Balance The patron’s Active balance appears under their name.

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3: Send an Activity Report (Optional) From the patron’s summary area, open the row action menu (⋯); Select <Send Activity Report> to email the patron a circulation summary, including fines and fees.

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Why This Matters: Activity Reports provide patrons with documentation of charges, payments, and circulation activity. Library staff may consider adding this step for transparency and dispute resolution.

4: Pay Fines/Fees Select the <Fines and Fees> tab.

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5: Complete the Payment In the Payment Details screen:

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6: Confirmation Pop Up Note Alma immediately adjusts balances and records the payment in the patron’s account history and audit trail.

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7: Closing the Process The fine is now recorded as having been paid. You may continue helping the patron from the Patron Services screen, or click "Done" to exit.

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Part II: Applying a Fine or Fee to a Patron Account

1: Access the Patron Record Navigate to Fulfillment > Checkout/Checkin> Manage Patron Services; look up the patron’s record as though checking out items.

2. Access User Details Screen Click on the patron's name to open the right hand side panel and access the User Details screen

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3: Add a New Fine or Fee Click <Add Fine or Fee>

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4: Save the Fee or Fine Click <Add> to apply additional charges

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Part III: Waiving a Fine or Fee

1: Select the Fine to Waive In User Details > Fines/Fees, select the fine(s).

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2: Complete the Waive Action In the waiver window:

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Note: Waiver reasons support institutional policy and are essential for audit purposes. Libraries are encourged to standardize and document reasons for financial adjustments.

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Part IV: Disputing a Fine

1: Mark a Fine as Disputed In User Details > Fines/Fees, open the row action menu (⋯) next to the fine; select <Dispute>

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Note:  Disputed fines remain frozen until staff waive or restore them. This prevents premature payment or overdue penalties.

Part V: Restoring a Disputed Fine

1: Access the Patron Record Navigate to Fulfillment > Checkout/Checkin> Manage Patron Services; look up the patron’s record as though checking out items.

Note: The Active Balance does not reflect an amount because the fine is in Dispute

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2: Filter for In-Dispute Fines In the Fines/Fees ribbon menu, open the Status dropdown menu; Select <In Dispute>

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3: Restore the Fine Open the row action menu (⋯) for the fine; Select <Restore>

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Part VI: Reviewing Patron Notifications

1: View Attachments In User Details, select the <Attachments> tab; Review any notification letters (fines, overdue notices, receipts) sent to the patron. 

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Note: This is the authoritative log of all Alma-generated patron communications

How to Add a Pop Up Note to a Patron's Account

A pop-up note is used to alert library staff to important information about a patron when their record is accessed in Alma.

Use a pop-up note when staff need to see time-sensitive or high-importance information before completing circulation actions such as checkout, renewal, or fines processing.

Examples include:

Note: 

Required Roles

1: Locate the Patron Record Navigate to Fulfillment > Checkout/Checkin> Manage Patron Services>. Search for and select the patron’s record

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2. Click on the Patron's Name to open the User Details side panel

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3. Click on the <Notes> tab

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Note: The dog ear on the User Details tab indicates pre-existing information. In this example, the patron already has at least one Note attached to their account. A patron account can include several Notes. 

4. Configure the Note Settings

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5: Save the Note

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6. What Staff Will See

What Does the External Option Mean in a Patron Pop-Up Note?

Frequently Asked Questions

Does a pop-up note stop checkout?

Can multiple pop-up notes exist on one patron record?

Can pop-up notes expire automatically?

Can I edit or remove a pop-up note later?

Will the note appear in Primo VE within the patron's My Library Account?

AFN Digitization Workflow

This workflow defines the WRLC-wide, institution-neutral procedure for submitting, processing, and fulfilling digitization requests for materials housed at the Shared Collections Facility (SCF) using:

This workflow applies only to digitization requests for materials confirmed to be located at the SCF and intentionally routes requests through Alma to support AFN/remote storage operations.

How the Request Moves Between ILLiad and Alma Systems

Use this workflow only when a patron needs a digitized portion of an item that you already know is stored at the Shared Collections Facility (SCF).

Required Roles
Part 1: Submitting the Digitization Request (ILLiad → Alma)

The AFN Digitization workflow is used specifically when library staff know/confirm the item is in SCF

1: Open the request in ILLiad and Locate Requested Item (Borrowing or Lending request)

The simplest way to locate these numbers is to use the Persistent Search Bar in Alma, conducting a “Physical Items” search.  If you are searching for a periodical volume, it is helpful to put the year in the search bar to ensure the correct item is retrieved.

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Why This Matters: ILLiad sends these numbers to Alma so SCF staff knows exactly which item to scan.

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3: Submit the Request Click <Submit Request> When the confirmation screen appears, note the Alma Request ID

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Note: You are now waiting for the scan.

Part 2: What Happens Next (SCF and Alma)

You do not need to take action in this section. This information is included to help understand the process: 

After ILLiad submission migrates, an Alma request exists in the library’s  IZ (often identifiable by the Request ID pattern). The request is copied into SCF’s IZ via the remote storage publishing process (often referred to as the scf app) on a schedule (noon and midnight); Simplified Digitization Workflow 

Part 3: Receiving the Scan and Completing the Request 

1: Monitor the ILL Email Inbox Watch for an email from requests@wrlc.org (the SCF staff) with a PDF attachment.

2: Deliver the Scan

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Exceptions and Error Handling

No Scan Received If no scan is received after several business days:

Alma Error or Update Notifications Monitor for Alma-generated emails indicating issues such as: