You can use policies to define rules about how your organisation completes follow-ups, however you may want to configure this further based on the priority of the given follow-up.
This help article walks through creating a new policy which enforces that urgent follow-ups are completed within 3 days of the incident being resolved, and follow-ups with any other priority has 7 days to be completed.
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.
If... else... expression type, and add a new expression rule:
Follow-up → Priority is one of Urgent, return
If no rule conditions are met, return
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 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.