# Pending reason

A reason to wait allows you to put a ticket on hold, send automatic reminders and resolve the ticket if it has not received a response. All these actions are subject to conditions:

* the interval between automatic follow-ups;
* the number of follow-ups before resolution;
* setting up a follow-up template;
* implementation of a solution template.

## Create a pending reason

* Go to **`setup`** > **`dropdowns`** and enter **`pending reasons`** in the search box
* Click on **`+ Add`**

<figure><img src="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2F3OrUAzatuaVZ52qEDrWJ%2Fadd_pending_reason.png?alt=media&#x26;token=645e1dc4-c675-4271-95c4-d003a23dccb0" alt=""><figcaption><p>View pending resason</p></figcaption></figure>

* **Name**: name of the pending reason (appear in dropdown-list);
* **Comments**: optional, internal note;
* **Default pending reason**: set the default pending reaso&#x6E;**;**
* **Pending per default**: define whether it will be pre-selected when the pending reason is activated;
* **Calendar**: select a calendar so that reminders are sent in line with the company's working hours;
* **Automatic follow-up / solution frequency**: disable or select the [frequency ](#user-content-fn-1)[^1]desired (every&#x20;
* **Followup template**: select or add an [followup ](https://help.glpi-project.org/documentation/modules/assistance/tabs/followup)template;
* **Follow-ups before automatic resolution**: disable or or choose the [number of follow-ups](#user-content-fn-2)[^2] before closing;
* **Solution template**: select or add a [solution ](https://help.glpi-project.org/documentation/modules/assistance/tabs/solution)template;

## Apply a pending reason

* To apply a reason for waiting, open the relevant ticket;
* Click on answer/task/solution;
* Activate it using the button at the bottom of the answer/task/solution;

<figure><img src="https://3503800744-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FIiEHKRx5AeABNDLcRlWX%2Fuploads%2FU0RARx6OLSm34txg6DmJ%2Factivate_pending_reason.png?alt=media&#x26;token=79e1403c-5379-4d1c-9842-e25fb9ab1560" alt=""><figcaption><p>Apply pending reason</p></figcaption></figure>

* Select a template or manually enter the information you need.
* Then click **`+ Add`**

{% hint style="success" %}
After the user has responded to the last follow-up, the reason for waiting is cancelled. If necessary, it will need to be applied during the next follow-up.
{% endhint %}

[^1]: * Every day
    * Every twho days
    * Every three days
    * Every four days
    * Every five days
    * Every six days
    * Every week
    * Every two weeks
    * Every three weeks
    * Every four weeks

[^2]: * No follow-up
    * After on follow-up
    * After two follow-ups
    * After three follow-ups