# Incident Follow Up Notifications Source: https://docs.astalty.com.au/guide/notifications/incident-follow-up-notifications > Nudge your team when an incident has been sitting in the same status for a set number of days. Astalty Premium - This feature is part of the Astalty Premium plan. See What Premium includes. ## Overview [Incident Follow Up](https://app.astalty.com.au/notifications/incident-follow-up) notifications alert your team when an incident has been sitting in the same status for a set number of days without progressing - so a reported incident doesn't quietly go unreviewed. This is different from [Incident Notifications](https://docs.astalty.com.au/guide/notifications/incident-notifications), which alert your team the moment an **incident is submitted**. Incident Follow Up notifications are about incidents that have **already been reported** and haven't moved since. Only Admins can manage these notifications. This can't be changed per user. ## Finding the notification 1. Go to [Notifications](https://app.astalty.com.au/notifications) in the main menu. 2. Scroll to the **Forms** group, or type `incident` into **Search notifications**. 3. Select **Incident Follow Up** (below **Incident Deadlines**). ![The Notifications page with incident typed into the highlighted Search notifications box, listing Incidents, Incident Deadlines and Incident Follow Up under Forms.](https://docs.astalty.com.au/assets/incident-follow-up-notifications-find.png) ## Creating an Incident Follow Up notification On the Incident Follow Up page, click **Create Notification**. ![The Incident Follow Up Notifications page with no notifications created yet, and the Create Notification button highlighted at the top right.](https://docs.astalty.com.au/assets/incident-follow-up-notifications-empty-state.png) ![The Create Incident Follow Up Notification drawer with Days set to 7, an arrow pointing to the Statuses field with Reported selected, and the Notification email content editor below.](https://docs.astalty.com.au/assets/incident-follow-up-notification-form-guide.png) ### Days Enter how many **Days** an incident can sit in one of the monitored statuses before Astalty alerts you. The default is **7**, and you can enter anything from **1** to **365**. The count starts from the **last time the incident's status changed** - not from when the incident was reported, and not from any other edit. Editing an incident's details, severity, or category doesn't restart the clock; moving it to a new status does. > **The alert is sent once, on the day the incident hits the threshold** > > Astalty checks once a day at 8:55am Brisbane time (AEST) and alerts on incidents that reached your threshold **that day**. It is a one-off nudge, not a daily reminder. An incident set to 7 days is alerted on day 7 and then never again, even if it sits in that status for another month. > > If an incident moves out of a monitored status and later moves back in, the clock restarts and it can alert again once it reaches the threshold a second time. ### Statuses Choose which incident statuses to monitor. You must select at least one. The available statuses are: - **Reported** - **Under Review** - **Resolved** An incident stops triggering the notification once it moves out of the statuses you've selected. ![The Create Incident Follow Up Notification drawer with the Which incident statuses should be monitored question highlighted and the Statuses list open showing Reported, Under Review and Resolved.](https://docs.astalty.com.au/assets/incident-follow-up-notification-statuses.png) > **Start with the statuses that stall** > > **Reported** is the default, and is usually the most useful - it catches incidents that were submitted but never picked up for review. **Under Review** is the next best candidate, for reviews that were started and never finished. **Resolved** is selectable too, so avoid picking it unless you genuinely want to be nudged about incidents that are already closed out. ### Notification email content Optional. If you send email notifications, this rich-text content is **added to** the email body (for example, the steps your team should take when chasing a stalled incident). It doesn't replace the standard message, and it doesn't appear in the in-app notification. ### Notification recipients Select at least one of: - **Assigned user** - the user the incident is assigned to. **Off by default.** - **Primary Coordinator** - the Primary Coordinator of each Participant involved in the incident. **Off by default.** - **Service Coordinator** - the coordinators of Services on each involved Participant's current plan. **Off by default.** - **User Groups** - one or more staff [User Groups](https://docs.astalty.com.au/guide/settings/users-settings/user-groups). The **All Users** and **Support Worker** groups aren't offered. - **Users** - specific team members **Add Notification** stays disabled until you pick at least one recipient. The coordinator options need an involved Participant with a coordinator recorded. Include a user or group for incidents without one. ![The bottom of the Create Incident Follow Up Notification drawer with Assigned user, Primary Coordinator and Service Coordinator unticked, the Admin group selected, Within Astalty ticked and Email unticked, and an arrow pointing to Add Notification.](https://docs.astalty.com.au/assets/incident-follow-up-notification-recipients-methods.png) > **Don't rely on Assigned user on its own** > > Incidents are **not assigned to anyone when they are reported** - someone has to take one on before it has an assignee. A rule where **Assigned user** is the only recipient therefore sends nothing for exactly the incidents this notification exists to catch: the ones nobody has picked up. > > That's why **Assigned user** is off by default here, unlike the equivalent setting on [Referral Follow Up Notifications](https://docs.astalty.com.au/guide/notifications/referral-follow-up-notifications). Always add a user group or specific users so a stalled incident reaches somebody. > > Re-assigning an incident doesn't restart its clock, so an incident that has already passed the threshold won't alert its new assignee. ### Notification methods - **Within Astalty** - in-app notification. On by default. - **Email** - email to each recipient. Off by default. You can enable either or both, but at least one is required. When you are ready, click **Add Notification** (or **Update Notification** if you are editing an existing one). ## Managing notifications You can create more than one Incident Follow Up notification - for example, one for **Reported** at 3 days and another that also watches **Under Review** and **Resolved** at 14 days. ![The Incident Follow Up Notifications page listing two notifications: 3 days without progressing for Reported, delivered within Astalty to the assigned user and the Manager group, and 14 days without progressing for Reported, Under Review and one more status, delivered within Astalty and by email to the assigned user, the Admin and Manager groups and Stella Lesch.](https://docs.astalty.com.au/assets/incident-follow-up-notifications-list.png) The list shows each notification's **Threshold**, monitored **Statuses**, **Delivery** and **Recipients**. There's no name field, so rules are identified by their threshold and statuses. From the actions menu on a notification you can: - **Edit** - change the days, statuses, recipients, methods, or email content - **Clone** - start a new notification from an existing one - **Delete** - remove the notification. **Delete** is also inside the edit drawer. There's no way to pause a notification, so delete it if you no longer want it to run. > **Overlapping rules both send** > > If an incident matches two notifications on the same day, both are sent. Keep an eye on overlapping thresholds and status sets to avoid over-notifying your team. ## What recipients see ### In Astalty The in-app notification is titled **Incident Follow Up**. The message reads *"Incident {reference} has been {status} for {number} days and needs following up."* with a **View Incident** link that opens the incident. ### Email The email subject is **Incident Follow Up - {reference}**. The body carries the same message, followed by any custom content you configured, and a **View Incident** button. Deactivated users are not included as recipients, even if they are in a selected user group. Recipients are also de-duplicated by email address, so a user who is both the assignee and in a selected group only gets one notification. ## Things to know - **Archived incidents are skipped** - they never trigger a follow up notification. - **Incidents that existed before this feature shipped** are given a starting point based on their last recorded status change, or where that couldn't be determined, the last time the record was updated. Because the alert only fires on the exact day an incident reaches your Days threshold, an older incident that was already past that threshold won't trigger one - it will only start behaving normally after its status changes again. ## Related - [Incident Notifications](https://docs.astalty.com.au/guide/notifications/incident-notifications) - alert your team when an incident is submitted. - [Incident Deadline Notifications](https://docs.astalty.com.au/guide/notifications/incident-deadline-notifications) - warn before an upcoming reporting deadline. - [Incident Follow Up](https://docs.astalty.com.au/guide/incidents/incident-follow-up) - how to review an incident and move it through its statuses. - [Referral Follow Up Notifications](https://docs.astalty.com.au/guide/notifications/referral-follow-up-notifications) - the same idea for referrals that stop progressing.