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Question status description

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 New status A "new" question needs action by you or your library. New
Active
Referred
All
Pending Pending status 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
Active
Referred
All
Answered Answered status 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
Active
Referred
All
Closed Closed status 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
All

Status change causes

status icon the status of a question changes when your library...
New New status
  • Receives the question submitted by a patron through a question form
  • Chooses "Follow up by me" or "Follow up by patron's library" as the resolution code for a chat session
  • Adds the question manually as a "new" question
  • Receives an answer from a subject-matter expert after referring the question to the expert
  • Recalls the question after referring it to a subject-matter expert or another library
  • Receives a rejection after referring the question to another library
Pending Pending status
  • Sends a clarification request about the question to the patron
  • Refers the question to a subject-matter expert or a library in your group
  • Adds the question manually as a "pending" question

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.

Answered Answered status
  • Sends the answer for the question to the patron
  • Chooses "Answered" or "Practice" as the resolution code for a chat session
  • Adds the question manually as an "answered" question

It also changes when another library sends the answer for the question to your patron after your library referred the question.

Closed Closed status
  • Closes it
  • Chooses "Last call" as the resolution code for a chat session
  • Adds the question manually as a "closed" 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.

Additional status icon description
Draft answer Draft answer Contains a saved draft answer
Referred out to expert Referred out to expert Referred by your library to a subject-matter expert via e-mail
Referred out to group 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 GlobalReferred out to group Referred by your library to the Global Network
Reply in from expert Reply in from expert Reply received from subject-matter expert to whom your library referred a question
Referred in by group 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 GlobalReferred in by group Referred to your library by the Global Network
Submitted to local KB Submitted to local KB Submitted to local knowledge base
Submitted to Global KB Submitted to Global KB Submitted to the Global Knowledge Base
Attachment included   Attachment included in transaction

 

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