Follow up on a wait

Use Waiting on when progress depends on a response from someone else. Use a checklist item for work your own staff need to do.

Record the wait

1. Open Case work → Waiting on on the case.
2. Select Record a wait.
3. Choose Who, Request type and Waiting since.
4. Choose Staff following up and enter Next follow-up in your local time.
5. Add a note describing what is outstanding and select Record wait.

Check the firm-wide Waiting on queue to review outstanding responses and open their cases. A wait records the dependency; it does not contact that person automatically.

Update the result

When the response arrives, select Mark resolved, enter when it arrived and confirm Mark resolved.

Use Edit wait for an inaccurate entry. Use Reopen and confirm Reopen wait to reopen a resolved wait with its original start date. Use Withdraw wait for a wait entered by mistake; withdrawal excludes it from response-time figures. If the contact responded, mark it resolved instead.

Dates and deadlines

A displayed deadline depends on the recorded dates and the jurisdiction supported by the product. Check the underlying case information if a deadline looks wrong. Follow the firm's applicable requirements even if the product does not display a clock for them.

Today → External follow-ups shows open waits due today, overdue, or without a follow-up date. The staff owner follows up with the external contact; this time is separate from a statutory deadline and sends no automatic message.

Use Checklist for additional staff work.