Configure compliance issue settings

Compliance issue settings tell Primo which device statuses count as a violation. Until you configure them, the issues list stays empty — Primo collects status data but does not flag anything.

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Open compliance issue settings

Go to Compliance > Compliance issue settings. The page lists every issue type as its own section, with every status that issue type can report.

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Set what each status does

Each status is set to one of these behaviors. From the next device sync onward, any device reporting a flagged status appears on the Compliance issues page. An issue type with every status set to Off is effectively disabled — Primo records the statuses but never raises anything. Keep ticketing narrower than issue-raising. Most teams raise issues on a wide set of statuses to keep their posture visible, and open tickets only on the statuses they want someone — or Primo AI — to work. Switching a status to Create Issue and Ticket backfills tickets for devices already reporting that status.

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Set compliance ticket defaults

Ticket defaults apply to every ticket Primo opens from a compliance issue:

• Default assignee — who the ticket goes to. Primo AI overrides this while your AI Remediation policy is published.
• Default priority
• Default subscribers

Your team can change any of these on an individual ticket afterwards.

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Exempt devices that should never raise an issue

Exceptions apply to your whole company, across every issue type. A device matching an active exception is skipped completely: no issue, no ticket, no remediation. Both are off by default — nothing changes until you turn one on. An exempt device still reports its real state. Primo keeps computing and storing every status, and the device page shows it as it is. Only the issues list, the counts, and the tickets ignore it. Saving an exception triggers a company-wide recompute: issues that no longer apply disappear, and the tickets behind them close.

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Give settling statuses time to clear

Some statuses mean “still being applied” rather than “wrong” — a configuration on its way to the device, an admin account being created, a demotion waiting on its prerequisites. Without a grace period, they raise an issue on the first computation and clear themselves shortly after. The grace period makes Primo wait before raising an issue on those statuses. The device has to carry the status for the whole period, counted from the moment it started reporting it. Two things worth knowing:

• The grace period covers settling statuses only. A status that reports a real violation — an unencrypted disk, a device offline for 7+ days — still raises its issue as you configured it.
• The delay is evaluated at compliance computation time, so the issue appears on the next computation after the period elapses, not at the exact minute it expires.

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Reduce issue noise

If the issues list is too noisy, set the transient or expected statuses back to Off, or use the exceptions and the grace period above. Common adjustments:

• Online Status — Offline: short check-in gaps are normal. Many teams issue only on Offline 7+ days.
• Encryption — Missing recovery key: escrow takes up to 24 hours and a restart after encryption turns on, so freshly encrypted devices trigger it transiently before it self-resolves.
• OS Update — Grace period: a Windows device that’s late on an update but still inside its grace window. Leave off if you don’t want admins to act until the grace period ends.

After you change a status, the next device sync recomputes the issues list and devices in those statuses drop off automatically.

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Issue types waiting on an MDM control

Issue types tied to MDM controls become configurable as soon as the underlying control is set up. Examples: Use the link at the top of the settings page to jump straight to the MDM controls list.

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Permissions

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Next steps

• Triage the issues list — work through the list of devices currently in violation.
• Compliance issue reference — what each status means before you decide whether it should raise an issue.
• AI Remediation — let Primo AI work your compliance tickets.