Processes for the LSO Equipment Loan program

Borrower Processes:

• Starts at Library Systems Office web page.
• Follows link to Library Equipment Loan page.
• Checks availability of equipment.
• Follows link to Library Equipment Loan Request form.
• Fills in all required information.
• Type of equipment requested
• Home address and phone number
• Destination and purpose of loan
• Desired check out date and time
• Planned return date and time (default is 2 weeks)
• Submits completed form.
• Formatted e-mail is generated and sent to OTRS queue.

LSO Personnel Processes:

• LSO staff receives request as a new OTRS ticket in the “Equipment Checkout” queue via formatted e-mail.
• Check the “Equipment Checkout” queue in OTRS for the new ticket.
• Check schedule (https://www-s2.library.uiuc.edu/bluestem-docs/eqloan/index.pl) to find an available piece of equipment (No reservations longer than two weeks).
• Open the “EQUIPMENTLOAN” form in the Access database front end (file path is: G:/Systems/NewInventory/Inventory.mdb).
• We’ll need to set up the ODBC connection on your machine if it hasn’t already been done.
• Create a new entry in this form by clicking on the “Add Record” button.  Fill in the blanks with the formatted information found in the OTRS ticket.
• Use the “Systems Office response” in the OTRS ticket to inform the borrower that they can pick up their requested equipment.
• Ask for any other details that may have been left out in the original request.
• Remind them that they will be required to sign a loan agreement.

• Move the OTRS ticket to the “Processed” sub-queue and leave the ticket state open.  You may need to unlock the ticket as certain actions can automatically lock tickets.
• Sometime before the borrower arrives, you should gather all requested equipment and make sure it’s ready to go.

When the borrower arrives:

• Open the “EQUIPMENTLOAN” form in the Access database front end.
• Find (Control F) the entry created at the time of the request.
• Click on the “checkout” button.
• The Date and time are automatically updated.

• Click on the “Print Loan Agreement” button.
• Print two copies of the agreement.
• The borrower and LSO staff each sign both copies of the agreement.
• One copy is to stay with the loaned equipment at all times.
• One copy is to be filed in the LSO files (Jodi's credenza or inbox and Jodi will file it).
• Give the loaner equipment to the borrower and ask if they have any questions about it.
• Remind the borrower that any data that they need to save should be copied to removable media before they return the machine.
• Add a simple note to the open OTRS ticket saying that the item has been received by the borrower and list the inventory tag number of the equipment.  Leave the ticket state open.  You may need to unlock the ticket as certain actions can automatically lock tickets.

When the borrower returns the equipment:

• LSO staff should perform a quick physical inspection of the equipment.
• Make sure all items have been returned (including all cables and laminated instruction sheet (laptops)).
• Confirm inventory numbers.
• Check the overall appearance of the hardware for any obvious damage (If unit is damaged see below under Special Circumstances:).
• Open the laptop (if applicable) to make sure the screen and keyboard are in good shape.
• If everything checks out, sign the borrower’s copy of the agreement and send them on their way.  The borrower keeps their copy of the form.
• Pull the LSO copy of the agreement out of the file, sign and date it, then return it to the file.
• Open the “EQUIPMENTLOAN” form in an Access database front end.
• Bring up the entry created at the time of the request.
• Click on the “Returned” button.
• The Date and time are automatically updated.
• Close the OTRS ticket by sending a quick Systems Office Response to the borrower and changing the status to “Closed Successful”.
• Use screen cleaning wipes to clean the equipment.
• Return the hardware to its assigned location in the storage unit.
• If the borrower has returned a laptop:
• Start the re-imaging process by following the link to “Loanable Laptop Status” from the “Internal Documents” page.
• Click on the image number for the machine to be re-imaged.
• Click on the “Force Re-Image” button to start the process.
• Then plug the laptop into the power source and network cable inside the cabinet (behind Lee's desk)and turn it on.
• That’s the end of the process.

Special circumstances:

• How to reserve an item that does NOT have an inventory tag number (External Floppy Drive, Flash Drives).
  • Just use the OTRS ticket.
  • Leave ticket open until the item is returned.
  • Once item is returned, enter note item was returned.
  • Then close ticket.
• What to do if the borrower wants to extend their loan period.
• Check to see if the schedule allows. If not, check to see if another piece of equipment is available.
• If schedule allows, send note to borrower requesting they physically bring in the equipment so we can do a visual inspection and for them to sign an additional loan agreement. This additional loan agreement should be stapled to the original loan agreement.

• What to do if the requested item is not picked up or the request is cancelled:
• Send the borrower a Systems Office Response from the OTRS ticket asking if they still want to use the item.
• If they don’t want the equipment close the ticket and remove the database entry.
• Open the “EQUIPMENTLOAN” form in an Access database front end.
• Bring up the entry created at the time of the request.
• Click on the “Delete Record” button.
• Confirm the deletion.
• What to do if the equipment is past due:
• Send the borrower a Systems Office Response from the OTRS ticket politely requesting the return of the equipment.
• Send these messages daily unless the borrower sends a positive response.
• We’ll have to deal with these on an individual basis.
• What to do if the equipment is returned damaged.
• Take the damaged equipment, sign the loan agreement form, and mark other for condition the equipment was returned. You will need to write a description on the form about the damage.
• Add notes to the OTRS ticket detailing the extent of the damage.  Use the Systems Office Response so the borrower can add comments.
• Leave the ticket open until we can resolve the issue.
• Make sure Lee or Kelvin changes the status of the hardware to “broken” in the main inventory database until the item is repaired.