Allow patrons to request resends or report a problem with the copy (e.g., bad scan)
If patrons have a problem with a received item, they should be able to submit for a re-send within their ILLiad account - currently they have to email/call/come in person. Something like a button for "Report a problem with this document" and a comment field.
Hilary Thompson commented
I would love a “Report a problem” button on the download articles page with a couple of predefined selections (wrong article, missing pages, no OCR, bad scan, etc.) plus a comments field that—when used—adds a patron note and a flag for staff review.
Agreed - in fact I meant something more along those lines, like "report a problem," allow the patron to describe, and let staff solve it. Using the word "resend" was referring to it from the staff perspective, but the solution isn't necessarily a resend. :)
Dawn M. commented
I am voting for this item, but I agree with comment about reporting problems. I would rather it go to staff to determine how to proceed.
I agree that having a button in ILLiad next to delivered articles to report problems would be great. I don't think that the button should "resend" the request, though. I think it's better for ILL staff to decide how to fix the problem and route the request into the appropriate queue.
Vicki Helgeson commented
When a patron has looked at an unmediated article receive and notifies us of an incorrect item being received the request gets locked and asking for a resend becomes impossible. Each time we get a PDF Conversion Failed. Please allow patron to view their articles and request a resend of an incorrectly or poorly scanned item.