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Three settings control auto remediation, all on Compliance > Compliance issue settings. Set them in this order: what raises a ticket, what those tickets look like, then the policy that lets Primo AI work them. This article covers the settings. For what Primo AI does once a ticket is assigned to it, see What Primo AI does on a compliance ticket.

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Choose which statuses open a ticket

On Compliance > Compliance issue settings, set the statuses you want ticketed to Create Issue and Ticket. The full behaviour model — Off, Create Issue, Create Issue and Ticket — is covered in Configure compliance issue settings. 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 actually want someone — or Primo AI — to work. Switching a status to Create Issue and Ticket backfills tickets for devices already reporting that status. Expect a batch on the first change.

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Set your 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 policy is published.
  • Default priority
  • Default subscribers
Your team can change any of these on an individual ticket afterwards.

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Publish your remediation policy

The remediation policy is the mandate Primo AI works under. It has a draft and a published version.
Publishing the policy is what turns auto remediation on. Nothing else does. Unpublishing turns it off.
Once a policy is published, the state chip reads Auto remediation: ON and every new compliance ticket is assigned to Primo AI. With no published policy, compliance tickets are still created — they simply stay with your team. Unpublishing does not unassign Primo AI from tickets that are already open. Those runs read the missing mandate and stop with a note instead of acting. For how to write the policy itself, see Write your remediation policy.

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Check who can change what

Write actions are blocked on demo companies. A demo company ships with a published policy and pre-opened tickets so you can see the flow.

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Contact

If auto remediation does not appear in your settings, or tickets are not being created for a status you configured, contact support@getprimo.com with:
  • Your company name
  • The issue type and status you configured
  • The name of a device that should have raised a ticket