Enforcing follow-ups are completed based on priority (policies)

Introduction

You can use policies to define rules about how your organization completes follow-ups, however, you may want to configure this further based on the priority of the given follow-up.

This helpful article walks through creating a new policy that enforces that urgent follow-ups are completed within 3 days of the incident being resolved, and follow-ups with any other priority have 7 days to be completed.

Steps

Head over to Settings → Policies, and click New Policy.

Select Follow-ups as the Policy type, and give the policy a Name and Description.

Within the At what point should we enforce this policy? → SLA days section, click the Use an expression button.

Select the If... else... expression type, and add a new expression rule:

• If Follow-up → Priority is one of Urgent, return 3

• If no rule conditions are met, return 7

This expression states that if a follow-up has a priority of Urgent then it should be completed within 3 days, and for any other priority the follow-up should be completed in 7 days.

Click the Add button to save the expression.

Within the Follow-up requirements section, create a new requirement:

• Follow-up → Status is not one of Outstanding

This requirement is enforcing that for the policy to be fulfilled, the follow-up must have a status that is not Outstanding, thus validating that it has been completed.

Click the Create button to save the policy.