Improve messaging for failed requests on items in particular FOLIO statuses

[dbranchini]

While analyzing ways to improve requests, it was discovered that several requests are failing on aged to lost items. @saseestone
estimated that this might be because we place the request button at the location level based on the circulation rule for the item, but we don't know that there is just one copy in a non-pageable state (because it's aged to lost). So when it goes off to requests, it fails, but not gracefully. We need a developer to confirm this.

Is there a better way to determine whether the request button should be displayed and, then, in these scenarios, NOT give users the option to request the item? If not, then we need to fail more gracefully and provide better information to the user, such as

H1: "Apologies, there's been an error."
p: "[Title] cannot be requested at this time. If you have questions or need help finding an item, please contact us by email at [email address] or call at [number]."

[saseestone]

Further analysis on this.

We're failing badly when the item has all of the following:

• an "Aged to lost" FOLIO item status
• is in a paging library, and we display a location level link
• is NOT in a location that allows the Scan to pdf option. (e.g. EDU-STACKS, BUS-STACKS, LAW-BASEMENT)
• is the only item on the holding record

If all of the above are true, and the user clicks the Location level Request button, they see the following error:

Example records with Item status = Aged to lost in both folio prod & folio-test:

• https://searchworks.stanford.edu/view/10364781. FOLIO inventory link:https://folio.stanford.edu/inventory/view/eed6cf6a-9998-5c51-a00f-00d8cfc1ed1a
• https://searchworks.stanford.edu/view/2307533. FOLIO inventory: https://folio.stanford.edu/inventory/view/94d2cc1a-87f2-52a3-8fd9-8a34409c09a1
• https://searchworks.stanford.edu/view/14337753. FOLIO inventory:https://folio.stanford.edu/inventory/view/1cc74651-d9da-5e29-a0fc-1f8551b444a5
• https://searchworks.stanford.edu/view/1783115. FOLIO inventory: https://folio.stanford.edu/inventory/view/d399d8d7-f787-5a5d-b88e-956d7cd93022

We should definitely change this. Options include:

1. Keep the request link and direct item/user information to ILLiad. (Seems like the best idea to me).
2. Keep the request link and fail better. (Not my favorite.)
3. Suppress the request link in this case too. (See note below.)

I'll review this with @dbranchini.

Note: In Fall 2023 we did a "quick fix" and elected to suppress item level request links (e.g. Item was in a non-pageable location like GRE-STACKS or SCI-STACKS) if the item had a FOLIO Item status = Aged to Lost. Here's an example: https://searchworks.stanford.edu/view/13179345

A savvy user (or library public services staffer) may be confused why a request link doesn't appear. Also, with no request link, we can't route the request to ILL for fulfillment. I would vote that we have the same solution for Item level & title level request links for items that are in an Item status = Aged to lost.

[dbranchini]

Capturing this response (from Chris on Slack) on whether we currently route any requests directly to Illiad now:

We route hold/recalls to illiad (transparently) for eligible patrons… but aged-to-lost is weird because FOLIO doesn’t allow hold/recall on it, so there’d still be a class of patrons we can’t help (and we wouldn’t know it until we authenticate them).

A few thoughts about this... if we go this route, we'd have to change the default behavior of the Aged to lost item status to allow hold/recalls in SW code because it's hardcoded in FOLIO to not allow for hold/recalls. It actually wouldn't become a hold/recall anyway because it would be routed to Illiad. Here's a few questions:

• Can we reuse the same form? (I believe that's yes.)
• Do we want to allow for both scan & deliver and pickup on aged to lost items?
• If they don't have a SUNet ID, then there's no option for either? Or do we still allow a pickup request?

[saseestone]

In a call, we discovered that we're showing the "System down" message if the item is:

• in ANY FOLIO Item Status that doesn't allow FOLIO Requests, including "Aged to lost"
• is in a paging library, and we display a location level link
• is NOT in a location that allows the Scan to pdf option. (e.g. EDU-STACKS, BUS-STACKS, LAW-BASEMENT)
• is the only item on the holding record

Example of an item record with a FOLIO status = Claimed returned: https://searchworks.stanford.edu/view/10378547

Here's a list of the FOLIO Item Statuses that don't allow requests:
Aged to lost
Claim returned
Declared lost
In process (not requestable)
Intellectual item
Long missing
Lost and paid
Order closed
Unavailable
Unknown
Withdrawn

NOTE: Items in these statuses may not be discoverable in SearchWorks because they have been suppressed from discovery (or we don't pick them up in the indexer for other reasons.)