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Question status description

Primary status information

Each question has a primary status which changes as the question is acted upon. The status determines the question lists in which a question appears.

An icon shows each question's primary status. The icon appears in the second column of each question list and in the Status area of each Full Question.

Primary status Icon Description Question lists
New New  A "new" question needs action by you or your library. New
Active
Referred
All
Pending Pending  A "pending" question needs action by someone outside your library. You or your library may want to follow up if action is not taken. Pending
Active
Referred
All
Answered Answered  An "answered" question is one for which an answer has been sent to the patron. You or your library may want to submit it to a knowledge base and/or close it. Answered
Active
Referred
All
Closed Closed  A "closed" question is one that a librarian or patron has closed. You or your library may want to submit it to a knowledge base. Closed
All

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Additional status information

Some questions have additional status information shown by icons.

These icons appear in the fourth column of each question list. Some also appear in the Status area of a Full Question.

Additional status Icon Description
Draft answer Draft Saved  Contains a saved draft answer
Referred out to expert E-mailed out  Referred by your library to a subject-matter expert via e-mail
Referred out to group Referred by us  Referred by your library to a library in your group,
or another library picked up a chat session with one of your patrons
Referred out to Global Referred to global networkReferred by us  Referred by your library to the Global Network
Reply in from expert E-mail received  Reply received from subject-matter expert to whom your library referred a question
Referred in by group Referred to us  Referred to your library by a library in your group,
or your library picked up a chat session with another library's patron
Referred in by Global Referred to global networkReferred to us  Referred to your library by the Global Network
Submitted to local KB Submitted to Local Knowledge Base  Submitted to local knowledge base
Submitted to Global KB Submitted to Global Knowledge Base  Submitted to the Global Knowledge Base
Attachment included Attachment included  Attachment included in transaction

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