Case management for libraries

The cases functionality is only available for Arena Nova sites.

When a patron signs in to Arena, they can send messages to the library using the My messages or Create Message portlets. The patrons can send general requests or media requests.

When the library staff updates the case with an answer, the patron will receive a message, depending on the configuration in the backend, with the latest answer or that they can sign in to Arena and read the answer.

User interface

When a patron signs in to Arena and they have a new message from the library, a banner is displayed at the top of the screen with a link to the message. Clicking the link will open the My messages tab of My pages.

The patron will find the active messages under the heading Active messages, and once a message is completed they will be listed under Archived messages. Once a message is archived, it can´t be reopened by the patron.