View and Add Follow-ups Via the InfoCenter
You can view existing Follow-ups and add new ones via the Follow-ups tab in the InfoCenter.
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To add a Follow-up from this view, begin by entering the Follow-up description. This displays the other fields for completing the Follow-up entry.
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Clicking on a Follow-up in the InfoCenter takes you to a more detailed view of the Follow-up on the Follow-up page where you can view, add and manage Follow-ups for the Ticket.
The Follow-ups Page
The Follow-ups page lets you view and add Follow-ups, and also lets you edit, close and add reminders. Reminders alert assigned users to an approaching due date/time.
Click 
on the Action bar to display the Follow-ups page for the Ticket.
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Selecting a Follow-up from the list at the left displays additional details in the right pane, and provides icons for adding, editing closing, and adding/removing a reminder.
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If you open the page by clicking the Follow-up icon in the action bar, all Follow-ups are listed by default. You can choose to view a specific Follow-up by using the search fields. Enter a Follow-up ID, Type or Status, or click More Options for additional search criteria.
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If you open this page by selecting a Follow-up in the InfoCenter, only that Follow-up will be listed by default. You can expand the list to show all Follow-ups for the Ticket by clicking the Remove this filter link.
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The right side of this page provides two tabs for viewing Follow-up information:
Description (default view)
Journals
A third Additional Information tab is available when applicable.
Adding and Managing Follow-ups
To add a Follow-up: Click + , and use the resulting view to enter the Follow-up information.
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Type
Select from the drop-down list.
Status
Select from the drop-down list.
Assign To
Specify the person or group responsible for working this Follow-up
Description
Describe the purpose of this Follow-up
Date
Date and time the person/group assigned to this follow-up needs to take action on this follow-up.
To edit a Follow-up: Click the Edit (pencil) icon and use the resulting view to change any editable Follow-up information as needed.
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Type
Select from the drop-down list.
Status
Select from the drop-down list.
Assign To
Specify the person or group responsible for working this Follow-up
Description
Describe the purpose of this Follow-up
Date
Date and time the person/group assigned to this follow-up needs to take action on this follow-up.
To close a follow-up: Click the Close icon.
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The Close dialog displays a warning that the Follow-up cannot be modified once it’s closed, and provides a drop down to specify the status once the Follow-up is closed.
Note
If a Follow-up is closed before a reminder is due to be sent, the reminder will not be sent. You can cancel out of the Close action if needed.
Reminders
A reminder sends an email to the assigned user/group to alert them when the due date/time is near. You can set the reminder to be sent n days or hours before the due date/time. Reminder functionality must be enabled in your system as described in Setup. Enabling creates a recurring trigger with a Send Follow-up Reminder action, and makes the Add/Remove Reminder icon available, as applicable, in the Follow-up Details view.
For details on adding and managing reminders, see Working with Reminders.