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

Ensure that follow-ups are completed in the correct timeframe based on their priority (e.g. urgent). Engineering Team avatar
Written by Engineering Team
Updated over a week ago


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.


Head over to Settings β†’ 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? β†’ SLA days section, click the Use an expression button.

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

  • If Follow-up β†’ 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 β†’ 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.

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