When Hold is Missing from the Hold Shelf

Sometimes, the customer's hold cannot be located anywhere in the branch - even though it shows it was checked into the hold shelf. If this is the case, follow these steps to reinstate the customer's hold in the queue so they receive the next available copy. 

• Make sure the item has a status of "hold shelf" and is not misfiled and/or in the back room.


• If you still cannot find it, then CKO the item to your branch’s library card account for problem items.*


• Select Yes at “Do you want to check it out to: "your library's problem account"


• Select Yes at “Renew this borrower’s request?”


• The borrower will be reinserted back into the hold queue to receive the next available copy.**


• Check in the item using Damaged Mode. This will prevent the missing item from filling any more holds.


• Click Edit Item and change the status from "dmg" to "trace".

*Many branches have one or more library cards they use to handle problem items, phone holds, etc. If you do not have this type of card, create a new borrower as ‘BRANCH NAME’ PROBLEM BOOKS (i.e. FRESNO CIRCULATION PROBLEM BOOKS). Use day created for the birth date.

**If for some reason they fall to the bottom of the holds queue, contact the Jurisdiction System Administrator to request the customer's hold be reinsterted into the queue in the correct position. 


rev. 5/2015