Primary status information
Each question has a primary status which changes as the question is acted upon. The status determines the question lists in which a question appears.
An icon shows each question's primary status. The icon appears in the second column of each question list and in the Status area of each Full Question.
|primary status||icon||description||question lists|
|New||A "new" question needs action by you or your library.||New
|Pending||A "pending" question needs action by someone outside your library. You or your library may want to follow up if action is not taken.||Pending
|Answered||An "answered" question is one for which an answer has been sent to the patron. You or your library may want to submit it to a knowledge base and/or close it.||Answered
|Closed||A "closed" question is one that a librarian or patron has closed. You or your library may want to submit it to a knowledge base.||Closed
Status change causes
|status||icon||the status of a question changes when your library...|
It also changes to "pending" for your library when a librarian at another library chooses "Follow up by me" as the resolution code for a chat session with one of your library's patrons.
It also changes when another library sends the answer for the question to your patron after your library referred the question.
It also changes when a patron closes it.
Additional status information
Some questions have additional status information shown by icons.
These icons appear in the fourth column of each question list. Some also appear in the Status area of a Full Question.
|Draft answer||Contains a saved draft answer|
|Referred out to expert||Referred by your library to a subject-matter expert via e-mail|
|Referred out to group||Referred by your library to a library in your group, or another library picked up a chat session with one of your patrons|
|Referred out to Global||Referred by your library to the Global Network|
|Reply in from expert||Reply received from subject-matter expert to whom your library referred a question|
|Referred in by group||Referred to your library by a library in your group, or your library picked up a chat session with another library's patron|
|Referred in by Global||Referred to your library by the Global Network|
|Submitted to local KB||Submitted to local knowledge base|
|Submitted to Global KB||Submitted to the Global Knowledge Base|
|Attachment included||Attachment included in transaction|