=======Taking Tickets (Book Requests)=======

The first step is to take a ticket for a title from RT where we track all the requests and production projects in house. NNELS uses open-source software called RT (Request Tracker) to manage requests for books. Once you own a ticket, you will keep it until you are finished with the title.

<note tip>Sometimes there is a note in the ticket for the production assistant. Please make sure to review the comments in the ticket before starting. If you have any questions about the ticket you are working on, send a comment through the ticket to the Production Coordinator. Go to [[public:nnels:etext:uploading_finished_file_and_passing_rt_ticket_to_production_coordinator|Uploading Finished File and Passing Back RT Ticket]] for more instructions.</note>

To take a book request:
  * Review the list of books in the [[https://support.libraries.coop/rt/Search/Results.html?Query=Queue%20%3D%20'NNELS%20Production'%20AND%20(Status%20%3D%20'new'%20OR%20Status%20%3D%20'open'%20OR%20Status%20%3D%20'stalled')|NNELS Production Queue]]- look for books that have ''Nobody in particular'' as an owner
  * Sort the requests by priority by clicking on ''Priority''. Take tickets in following order:
     * ''Urgent'' (always take oldest to newest)
     * ''High'' (note that these can have shifting priorities.)
     * ''Medium''
     * ''Low''
  * Take the ticket:
     * Open the ticket
     * Go to the ''Actions'' drop-down menu
     * Click on ''Take''
     * You are now the proud owner of the ticket!

Here is a quick tutorial showing you how to [[https://screencast-o-matic.com/watch/cqXYbPUukf|Take a Ticket Request]].

<note>If there is a ticket set to ''Urgent'' then that always takes priority, **even if you are currently working on another lower priority ticket**.  Make sure you check the queue on a regular basis as titles are added. Always take the oldest to newest for ''Urgent'' tickets. Sometimes the Production Coordinator will assign tickets directly to you as well.</note>

<note>Some Award tickets will need to be converted into two formats for the same title (i.e. an MP3 to DAISY, and EPUB conversion). When you take one of these tickets there will be a comment in the ticket that both formats need to be converted. The documents for the EPUB conversion will be in Cyberduck, and the link to the MP3 will be in the comment section of the ticket. If you need assistance with this, please ask the Production Coordinator.</note>

<note>The workflow for tickets for [[public:nnels:etext:human-narration-alt-text|Human Narration Image Descriptions]] is different from this documentation. The Production Coordinator will assign you the tickets for these projects based on your workload and project priority.</note>

<note>Productions Assistants should not exceed a maximum of 3 tickets at any given time. Some exceptions may apply with special projects to be discussed with the Production Coordinator. See [[public:nnels:etext:pa-outline-expectations|Job Outline and Expectations documentation]] for more information.</note>

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