Email Routing

What is it?

Email routing uses a combination of custom email templates in combination with transaction status changes to allow libraries to create their own customized processing actions.

How does it help?

Some ILL staff learn they can process unusual transactions that don’t fit into the standard ILLiad workflow by manually changing statuses and sending email outside of the ILLiad client. But, these workarounds require extra time, tedious mouse clicking, cutting & pasting, etc. Email routing can help you reduce some of these workarounds through a custom procedure requiring only a few mouse clicks.

Getting started

Create your email template

Email templates are .txt files located in your \illiad\Email\ directory. By default, ILLiad uses specific templates for certain processes. A complete list of such templates can be found in the ILLiad documentation:

https://prometheus.atlas-sys.com/display/illiad83/Creating+and+Editing+Email+Templates.

You can include ILLiad transaction data in a template by inserting a field tag. Tags begin with <# and end with > (for example, <#PhotoJournalTitle> will insert the Journal Title into your email). You can use any field from the LocalInfo, Transaction, User, and Lender Addresses tables. These can also be used in the subject lines of your email routing.

Tip: Finding field names

Want to insert a field tag into your email, but you can’t remember its exact name? The easiest way to find out is to pop open the Custom Request Search in the ILLiad Client. That will let you browse the Transaction, User, and Lender Addresses tables. For the LocalInfo table, just pull it up in the Customization Manager for easy access.

Use your template in an email routing

Logon to the ILLiad Customization Manager. Select System, then Email, and then click on the EmailRouting table.

Click on the New Record button to create a new rule, or select an existing rule that you want to start from and click on the Copy Record button. Key elements are:

Once you are finished creating or editing your email routing, save your changes. You will now be able to access them from the Send Email menu during request processing.

Examples

ALA ILL request:

This email routing can automate the process of sending ALA forms to libraries that are not OCLC lenders. Before sending the email, be sure to change the System ID to “OTH” and select your lender (in ILLiad 8, type in the symbol in the Lender field and click Save; you will then be prompted to enter or select a lender).

ProcessType

Borrowing

Name

ALA Request

DefaultToAddress

library@library.com

DefaultToName

Interlibrary Loan Office

DefaultCCAddress

DefaultSubject

ALA Interlibrary Loan Request

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

Request Sent

FileNameLoan

ALAemail.txt

FileNameArticle

ALAemail.txt

Download the email template: http://goo.gl/UefJH 

Ask patron a question

This is useful if you want to email a user about a request or citation without having to hand type information about the requested item. This email routing does not change the status of the request.

This email can be used in both Borrowing and Document Delivery -- just copy it and change the ProcessType to “Doc Del.”

ProcessType

Borrowing

Name

Ask patron a question

DefaultToAddress

DefaultToName

DefaultCCAddress

DefaultSubject

Question regarding your ILL request for “<#LoanTitle><#PhotoArticleTitle>”

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

Request Sent

FileNameLoan

AskPatron.txt

FileNameArticle

AskPatron.txt

Download email template: http://goo.gl/ewqTs 

Bill patron for lost item

Use this to send an email to the patron, circulation staff, and/or the bursar to bill the patron for a lost book. You can also use this if you are going to block the user, as well.

ProcessType

Borrowing

Name

Bill Patron for Lost/Damaged Item

DefaultToAddress

DefaultToName

DefaultCCAddress

DefaultSubject

Interlibrary Loan Replacement Charges for: <#LoanTitle>

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

Checked Out to Customer (or you can use a custom queue such as “Billed for Replacement”)

FileNameLoan

BillLost.txt

FileNameArticle

BillLost.txt

Download the email template: http://goo.gl/43wMk 

Cancelled after updating to ‘Shipped’

Sometimes you accidentally update a lending request to ‘Shipped,’ only to discover that you can’t send the item after all. Use this email routing to contact the borrowing library so they can request this again from other libraries.

ProcessType

Lending

Name

Cancelled after updating to shipped

DefaultToAddress

DefaultToName

DefaultCCAddress

DefaultSubject

Cannot supply OCLC ILL #<#ILLNumber>

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

Cancelled by ILL Staff

FileNameLoan

CancelAfterShipped.txt

FileNameArticle

CancelAfterShipped.txt

Download email template: http://goo.gl/NKl8F 

Invoice library for long overdue item

Send a borrowing library an invoice for long overdue or damaged items. Use a custom search to retrieve items 90 (or more) days overdue, then use this email routing to quickly send an invoice to each borrowing library.

ProcessType

Lending

Name

Invoice library for lost/damaged item

DefaultToAddress

DefaultToName

DefaultCCAddress

DefaultSubject

Interlibrary Loan Replacement Charges for ILL#<#ILLNumber>

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

Item Shipped (or you can use a custom queue such as “Billed for Replacement”)

FileNameLoan

LendingInvoice.txt

FileNameArticle

LendingInvoice.txt

Download email template: http://goo.gl/XgE4P 

Item available on the Web

Send a user the URL for viewing his or her requested item on the web. After the email is sent, the transaction status automatically changes to Request Finished. (If you’d like to track statistics for these types of requests, place “WEB” in the lender string.) This is particularly useful for Google Books and Internet Archive resources, as well as Open Access journals.

ProcessType

Borrowing

Name

Item available on the Web

DefaultToAddress

DefaultToName

DefaultCCAddress

DefaultSubject

Available online: <#LoanTitle><#PhotoArticleTitle>

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

Request Finished

FileNameLoan

FullTextWeb.txt

FileNameArticle

FullTextWeb.txt

Download the email template: http://goo.gl/a3nVo 

Lender please update to ‘Shipped’

Use this for requests flagged as ‘Received Not Allowed Here’ that still have an OCLC status of ‘In Process’. This will contact the lending library and ask them to update the OCLC record to ‘Shipped’ so you can update it to ‘Received’.

Be sure to look up the lender’s email address in your Lender Addresses or the Policies Directory, then copy and paste it into the ‘To:’ line of the email.

ProcessType

Borrowing

Name

Lender Update to Shipped

DefaultToAddress

library@college.edu

DefaultToName

Interlibrary Loan Office

DefaultCCAddress

DefaultSubject

Please update ILL #<#ILLNumber> to ‘Shipped’

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

FileNameLoan

UpdateShipped.txt

FileNameArticle

UpdateShipped.txt

Download the email template: http://goo.gl/u3cjU 

Lender resend request

Use this to email a lender and ask them to resend an article or loan. Note: You have to copy the lender’s email from the OCLC policies directory or ILLiad addresses, and paste it into the email popup.

ProcessType

Borrowing

Name

Lender Resend Request

DefaultToAddress

library@college.edu

DefaultToName

Interlibrary Loan Office

DefaultCCAddress

DefaultSubject

Please resend ILL #<#ILLNumber>

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

Request Sent

FileNameLoan

ResendRequest.txt

FileNameArticle

ResendRequest.txt

Download email template: http://goo.gl/lkj2D 

Renewal denied notice

Easily send a renewal denied email notice when the lending library refuses a renewal request, and automatically change the status of the request to Checked Out to Customer. Before sending, add the new due date to ILLiad’s due date, save your changes, and the email will show the revised date.

ProcessType

Borrowing

Name

Renewal Denied

DefaultToAddress

DefaultToName

DefaultCCAddress

DefaultSubject

No renewal -- please return by <#DueDate>: <#LoanTitle>

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

Checked Out to Customer

FileNameLoan

RenewalDenied.txt

FileNameArticle

RenewalDenied.txt

Download email template: http://goo.gl/uXWoa 

Renewal OK notice

Easily send a renewal OK email notice when the lending library grants a renewal request, and automatically change the status of the request to Checked Out to Customer. Before sending, add the new due date to ILLiad’s due date, save your changes, and the email will show the revised date.

ProcessType

Borrowing

Name

Renewal OK

DefaultToAddress

DefaultToName

DefaultCCAddress

DefaultSubject

Renewed until <#DueDate>: <#LoanTitle>

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

Checked Out to Customer

FileNameLoan

RenewalOK.txt

FileNameArticle

RenewalOK.txt

Download email template: http://goo.gl/ZbtbY 

Report catalog record error to Technical Services

Send reports about errors in OCLC holdings or catalog records to cataloging or other staff. Try using a listserv to send an email to multiple people who need the notification.

This is useful for Borrowing, Lending, and Document Delivery. Simply copy the email routing and change the ProcessType to “Lending” and “Doc Del” respectively.

ProcessType

Borrowing

Name

Report catalog record error

DefaultToAddress

DefaultToName

DefaultCCAddress

DefaultSubject

Record problem encountered while processing an ILL Request

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

FileNameLoan

ReportCatError.txt

FileNameArticle

ReportCatError.txt

Download email template: http://goo.gl/lgKpy 

Report link resolver issue to Technical Services

Link to an e-journal article not working? Send reports about link resolver issues to serials or other staff. Try using a listserv to send an email to multiple people who need the notification.

This is also useful for Document Delivery and Borrowing.  Simply copy the email routing and change the ProcessType to “Doc Del” and “Borrowing” respectively.

ProcessType

Lending

Name

Report link resolver issue

DefaultToAddress

DefaultToName

DefaultCCAddress

DefaultSubject

Link resolver issue encountered while processing an ILL Request

DefaultFromAddress

(Your department contact’s email)

DefaultFromName

(Your department contact’s name)

DefaultStatus

FileNameLoan

ReportLinkError.txt

FileNameArticle

ReportLinkError.txt

Download email template: http://goo.gl/NvnQ4 

         Email Routing -