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Courtesy and Overdue patron notices not being sent to users

Description

Steps to reproduce:

  1. Check out an item to a patron. The circulation rule activated by the patron/item combo sets the due date one hour into the future, and says that a courtesy notice should be sent out 1 minute before the loan expires, the first overdue notice 1 minute after, the second 2 minutes after, and the third 3 minutes after.

  2. Wait three hours.

  3. Verify that the loan has expired, and check the patron's email inbox.

Expected result:
The patron has received one courtesy notice and three overdue notices.

Actual result:
The patron has not received any courtesy or overdue notices.

Since receipts and recall notices are being sent out (and received) just fine, we suspect that this issue is specifically affecting notices that are set to be triggered by the due date expiring.

**~

We're suspecting that no overdue notices are sent to patrons by e-mail. Last week, several patrons claimed that they have not received any reminder for their overdue items. We, the system librarians, have tested a few loan types/patron groups/e-mail domains, and can confirm that we are not seeing any overdue notices.

We don't know how to see for how long the overdue notices has been failing, maybe since going live? Is there a way we can check this?

Some other types of notices seems to work fine, for example recalls and loan receipts.

We continue the testing on our part and will report our findings, but need this to be urgently investigated from your side as well. Thanks!

CSP Request Details

None

CSP Rejection Details

None

Potential Workaround

None

Attachments

6
  • 26 Nov 2019, 05:39 PM
  • 25 Nov 2019, 03:14 PM
  • 25 Nov 2019, 03:11 PM
  • 25 Nov 2019, 02:52 PM
  • 25 Nov 2019, 02:49 PM
  • 25 Nov 2019, 02:47 PM

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Lisa SjögrenDecember 6, 2019 at 2:31 PM

Hi ! Of course, no worries. slightly smiling face I believe this one should be complete.

You could have a look at https://folio-org.atlassian.net/browse/CHAL-169#icft=CHAL-169, which is part of the same family of issues. That one was _hopefully _resolved today, but we haven't really observed the fix in broad action yet (and I'm struggling to think of an efficient way to do that).

One thing that this made us realize is that we don't have nearly enough knowledge about how scheduled notices are generated, configured, how they work, what they need to work. So we're planning to get back to you when we've collected some of the questions that we think a library would want answered in documentation about patron notices.

Darcy BranchiniDecember 5, 2019 at 9:13 PM

and , sorry for my late reply on this. I was on vacation and I'm just catching up, but it appears this is now complete (FOLIO-2374). Is there anything else I need to be aware of? Or perhaps you still need to test this?

Marie WidigsonNovember 26, 2019 at 5:47 PM

This is not my field of expertise, but since I'm testing this tonight I'll make a comment anyway.

After making copies of the patron notice policies ( can add more detailes about this), and adding those to the Circulation rules instead of the old ones, I've received Courtesy notes when having manually changed the due date to today's date. I've only tested our standard loan type.

"Send in real time" is set to No. but I have received the e-mails directly anyway.

I've have not been able to trigger any overdue notices, so I don't know if they are sent out or not.

Lisa SjögrenNovember 26, 2019 at 8:35 AM

As I remember, back in September we originally set all our notices to Send in real-time, since scheduled notices were not developed. But I believe scheduled bulk notices are deployed now, since the last upgrade. Does this mean that Send in real-time should now be un-checked for those notices (courtesy and overdue)?

Lisa SjögrenNovember 25, 2019 at 6:23 PM

I have experimentally changed the element Send in real-time from Yes to No for a couple of Notice policies, to see if this changes anything. It does seem somewhat contradictory that they should be both set to Real time, and present in a scheduled_notice table.

Done

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TestRail: Cases

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TestRail: Runs

Open TestRail: Runs

Created November 25, 2019 at 9:01 AM
Updated December 12, 2019 at 12:35 PM
Resolved December 12, 2019 at 12:35 PM
TestRail: Cases
TestRail: Runs

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