Request In Processing queue
We have recently run into some trouble due to the fact that once a request is opened by a staff member, it remains in the Request In Processing queue indefinitely if no action is taken with the request, even after the staff member closes down her machine for the evening.
Here is an example of how this causes problems: My colleague opened a new request on a Monday morning. She was called away from her computer and the request remained in the Request In Processing queue. She must have forgotten about it at that point. On Thursday afternoon of that week, I noticed that we had a patron coming on Friday and I looked up his name in Aeon. I saw that he had a request in Request In Processing. By that time, it was too late to order his material from off-site storage in time for his arrival on Friday morning. Since the patron was coming from five hours away, we had to do all kind of strings-pulling and acrobatics to get the boxes to him in time, all because one request window was left open and forgotten.
Is there any way that requests in the Request In Processing queue could automatically revert to whichever queue they had been in previously, after one or two hours? This way, if someone opens a request and forgets about it, it doesn't languish in the Request In Processing queue indefinitely, causing problems such as the one described above.