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Compliance issue auto remediation turns a compliance issue into work that gets done instead of a number on a dashboard. When a device drifts, Primo raises a compliance issue. You can ask Primo to go one step further: open a ticket for that issue and assign it to Primo AI, which diagnoses it, re-pushes the fix when there is one to push, messages the employee when only they can act, and hands the ticket back to your team with what it established. Straightforward cases close without anyone opening them. The rest reach an admin with the diagnosis already attached.
Auto remediation is in beta. Without it, you keep compliance issues as they are today — no ticketing and no auto remediation. Contact support@getprimo.com to have it enabled on your company.

Set up auto remediation

Choose which statuses open a ticket, set your ticket defaults, and publish your policy.

Write your remediation policy

Define the mandate Primo AI works under, in four sections.

What Primo AI does

The fixes it applies alone, the cases it hands back, and what it never does.

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How a compliance issue becomes a resolved ticket

1

A device syncs and Primo recomputes its compliance

Compliance is re-evaluated on every device sync, and again whenever you change an MDM control.
2

A flagged status raises a compliance issue

Any status you set to Create Issue or Create Issue and Ticket produces an issue on that device.
3

Primo opens a ticket for statuses set to Create Issue and Ticket

The ticket carries a translated title, the Compliance tag, the device, the device’s owner as requester, and your ticket defaults.
4

Primo AI picks the ticket up

If your remediation policy is published, the ticket is assigned to Primo AI and it starts working immediately. If no policy is published, the ticket is opened without the assistant — a normal ticket for your team.
5

Primo AI works the ticket

It reads the issue and the raw evidence, refreshes the device, pushes what it can push, messages the employee when the device genuinely needs a person at the keyboard, and posts a note with the outcome.
6

The device reports compliant and the ticket closes

The issue disappears and Primo closes the ticket by itself. Primo AI never closes a compliance ticket on its own initiative.

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Key concepts

  • Compliance issue — A device currently reporting a status you flagged as non-compliant. Issues appear in the issues list, on the device, and in your filters and counts.
  • Compliance ticket — A ticket Primo opens for a single compliance issue. One issue carries at most one ticket.
  • Compliance remediation policy — The written mandate Primo AI works under. Publishing it is what switches auto remediation on.
  • Auto remediation: ON / OFF — The state chip on the settings page. It reads ON only while a policy is published.

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What is reliable by design

  • Ticket creation and closure are reconciled on every compliance computation. A transient outage delays a ticket by one sync cycle rather than losing it.
  • Switching a status to Create Issue and Ticket backfills tickets for the devices already affected.
  • You can also open a ticket by hand from a single row in the compliance issues list, even for a status you have not configured for ticketing.

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Permissions

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Next steps

Read a compliance ticket

What the three note shapes mean and how the conversation on the ticket works.

Limits and platform constraints

What Primo AI cannot fix, and why.