Email Confirmation Sent to Client

If a confirmation email is sent to the client, it usually includes the question, a summary of any associated item, an indication of when the library expects to be able to respond, and a Manage this question link that allows the client to check the status of his question at any time in the future using the standard Check on existing question functionality in the RefTracker client interface. The layout of the email is controlled by your System administrator. For easy recognition, the subject line that the client sees for this email will include the client’s own reference number if the client has specified one.

The hyperlink to Manage this question in this email, takes the client directly to the Check existing question page that shows the current status of their question and lists the actions that can be taken on it such as the ability to change/add to a previously submitted question, or delete it. Other functions that might also be available her include the ability to add attachments and the ability to view the correspondence history related to this question. If the question happens to have been closed between the time the user receives this email and when they click on the Manage this question link, they will be shown the answer and an option to reopen the question in case they need more information. 

 Note all links in emails sent to clients are tamperproof, providing security against hackers and spammers and protecting the content of client questions from malicious users.

Exercise
Check that you have received a confirmation email for the question that you submitted. Read the email to familiarise yourself with its content, and then click on the Manage this question link in that email (as highlighted in the screen above). Note that you are taken directly to a screen that shows the status of your question and provides options to change it, cancel it, etc.
We’ll examine these screens in more details in an upcoming section of this training.
In the meantime we’re going to look at how the client can use the Check on existing question function from within the client interface.