# Followup

Follow-ups enable communication between ticket stakeholders. If [notifications ](https://help.glpi-project.org/documentation/modules/configuration/notifications)have been configured, each stakeholder is notified when an update has been made to the ticket.

<figure><img src="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FYm1jHVfinWD5v413Ad3W%2Fadd_followup.png?alt=media&#x26;token=9c0d8000-828f-412f-8d9f-1c2c52e8e0b4" alt=""><figcaption><p>View followup</p></figcaption></figure>

<table><thead><tr><th width="171" data-type="image">Icon</th><th>Explanation</th></tr></thead><tbody><tr><td><a href="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FUrUxJrLZVItvFiYXX8J9%2Fsearch_in_knowledgebase.svg?alt=media&#x26;token=e2d7e9b6-2e33-44bd-8c2f-2d71f4315455">search_in_knowledgebase.svg</a></td><td>Search the knowledge base to see if a solution exists</td></tr><tr><td><a href="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FUPJktWGoXjZNIXCbd4gb%2Ffollowup_template.svg?alt=media&#x26;token=c3e1ecf5-aacf-4cd0-8b7a-f89d0378a968">followup_template.svg</a></td><td>Choose a followup template</td></tr><tr><td><a href="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2Fo6qak4rLOCLoLuvHjAEW%2Ffollowup_source.svg?alt=media&#x26;token=6bcc928e-9211-4c43-8c18-6d0d1e4a02ed">followup_source.svg</a></td><td>Choose the followup source (Direct, E-Mail, Fomr, Helpdesk, Other, Phone, Written)</td></tr><tr><td><a href="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FXQVeSHbJdk0ev8psgmYa%2Fprivate_followup.svg?alt=media&#x26;token=7cb936d5-fe3c-46ec-8dd2-64c58fd4d4c1">private_followup.svg</a></td><td>Change to public or <a data-footnote-ref href="#user-content-fn-1">private </a>task (You can specify in <strong><code>Setup</code></strong>> <strong><code>General</code></strong>> <strong><code>Default Values</code></strong> > <strong><code>Assistance</code></strong> whether tasks should be marked as private or public by default.</td></tr><tr><td><a href="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FSDVVETe8N1aRlhBMwJmr%2Fsave_add_knowledgebase.svg?alt=media&#x26;token=6ad49c39-ebb3-4a6f-bcdf-e182f192f523">save_add_knowledgebase.svg</a></td><td>Save and add to the knowledge base</td></tr></tbody></table>

## Add a followup

* To add a followup, click on Answer;
* Add your comment;
* Add a document if necessary;
* You can add a pending reason <img src="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FxwtkDYTAGH44W4DPVr1e%2Factive_pending_reason.png?alt=media&#x26;token=799844c2-777e-451c-b005-cc0af1f498fa" alt="" data-size="line"> (see [pending reason](https://help.glpi-project.org/documentation/modules/assistance/tabs/pending-reason));
* Click on **`+ Add;`**

Once tracking is added, the ticket changes to **pending** status.

## Update a followup

During a follow-up update, you will be offered two options:

* Edit;
* Promote to ticket.

<div align="left"><figure><img src="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FUq8Adxju7CYST0sCOhau%2Fedit_followup.png?alt=media&#x26;token=4b3f3bb0-1a69-4944-8195-7654c492dca3" alt=""><figcaption><p>Edit followup</p></figcaption></figure></div>

### Edit

* To update your followup, click on ![](https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FO0shFWSLtCXMnTKiaYWo%2Fmenu_edit.svg?alt=media\&token=0c1df17d-3312-45aa-a510-b96389113983);
* Click on **`Edit`** ;
* Update your comment
* Click on **`Save`**

{% hint style="info" %}
An “Update followup” notification can be sent if enabled. Go to **`Setup`** > **`Notifications`** > **`Notifications`**
{% endhint %}

### Promote to ticket

It may happen that a follow-up leads to another anomaly, a documentation update to be made, etc. You can then convert a follow-up into a ticket.

## Template

It is possible to create follow-up template to increase speed and efficiency.

You can add a template by going to **`Dropdwons`** > **`Assistance`** > **`Followup templates`** or by the followup to the ticket directly by clicking on the **`+`** next to the ![](https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FUPJktWGoXjZNIXCbd4gb%2Ffollowup_template.svg?alt=media\&token=c3e1ecf5-aacf-4cd0-8b7a-f89d0378a968)

* Add a **Name** (that will appear in the drop-down lists);
* Add comment (optionnal);
* Choose the source (Direct, E-Mail, Fomr, Helpdesk, Other, Phone, Written);
* Add a pending reason if necessary (see [pending reason](https://help.glpi-project.org/documentation/modules/assistance/tabs/pending-reason));
* Define the visibility of the followup (private[^1]/public);
* Write your followup;
* Click on **`+ Add`**;
* After recording, you can add a translation.

<figure><img src="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2F5gEKIREVLkxVaWq5DuAy%2Fadd_template_followup.png?alt=media&#x26;token=4a7af655-bb97-470f-9c3f-69b9417320f8" alt=""><figcaption><p>Template followup</p></figcaption></figure>

[^1]: Only persons authorised to view private tasks (**`Administration`** > **`Profiles`** > *`My_profile`* > **`Assistance`** > **`Follow-ups/Tasks`**) will be able to view them.