Hierarchical policy management lets you define a policy set for an asset class globally, which can further be overridden at a site, or device level. Within a policy set, you can configure alerts, patching, software, remote desktop and more, for both Windows and Mac assets.

Navigate to Settings > Asset Management > Policy Management and select a Mac or a Windows policy.

1. You can set up rule-based alerts in the alert management tab to notify you of important events in the client’s machine. You can also use intelligent alerts to create AI-powered alerts for hardware and performance monitoring to create intelligent, contextual alerts.

💡SuperTip: Alerts have been categorized into Hardware and performance monitoring, Process Service Monitoring, Event log monitoring and General monitoring to help you better visualize the list of alerts and reduce clutter in the number of conditions while setting them up.

2. To create an alert, open the alert management tab and click the +Policy button. Once you click ‘+Policy’, give it a name, conditions to scan, and necessary actions to be taken.

3. You can edit an existing policy by selecting it. For example, if disk free space is less than 10% for 10 minutes, create an alert with a specific severity.

📝 Note: You can also specify a cool-off period. This cool-off period reduces noise by preventing repeated alerts for the same condition. Only one alert is generated during the cool-off period. The alert will be reset after a specific time period or if the alert condition (e.g. disk free space is less than 10% for 10 minutes) is not met anymore for the last X mins.

💡SuperTip: In addition to creating an alert or running a script, a ticket can be created from the policy as well as an email can be sent to a specific technician if the conditions match.

Additionally, an alert can be converted into a ticket manually from the alert list page as well. To do that, hover near the checkbox corresponding to the alert that needs to be moved as a ticket. Right click on the spanner icon and select Convert alert into a ticket. The alert will then be moved to tickets tab.

Turn on patch management with the toggle switch. You can define how you want to install patches on a device by configuring the patch approval matrix. Set up a deployment schedule, define the time at which you want to run patch scans, and more at a policy level. Learn more about patch management here.

Turn on software management with the toggle switch. You can create and manage software bundles for different asset classes, by choosing software from the Winget and Chocolatey repositories. Learn more about managing third-party software here.

Scripts can be scheduled to execute at a specific time, say once a week or once a month to avoid manual work. These can be configured to execute on a global, site or individual asset level. In addition to default scripts, custom scripts can also be created and selected from the dropdown.

💡 SuperTip: You can use scheduled actions to deploy AV or backup agents and run regular checks.

If you have integrated with any antivirus tools, you can enable the integration to auto-install on all devices.

To do a site-level override of a global policy set, first select the site from the filters at the right top. Once selected, customize the policy set to apply it to a specific site.

To do a device-level override, select the site + asset from the filters, then go ahead and customize the policy set to apply it a specific device.

📝 Note: The same set of steps can be repeated to create different policy sets at the site, and device level by choosing the hierarchy.