A policy is a useful way of configuring the rules for your Service Requests.
A policy has three key components:
- Filters for auto-assigning a policy
- Review requirements for any Service Requests managed by this policy
- Notification settings for communicating Service Request changes
Filters
Policies can be manually applied to a user, which would then be applied to any service request that they create. However, policies can also be dynamically applied based on the type of service request, or demographic and location information about the user creating it. These filters can also be combined to create targeted application rules.
For example, an IT department could determine that the Software Engineering department should be able to request virtual machines and use them for up to 1 year. To do this, IT would create a policy that filters for the department "Software Engineering" and the Service Request type of "Compute".
They could also decide that managers in the Software Engineering department don't require approvals for their Service requests. To do this they would create another policy that used a "Software Engineering" department filter, but they may also add an additional filter for the "Manager" title.
Concierge evaluates policies when Service Requests are created in a specific order, and it applies the first policy where the Service Request and the person who created the request match the policy filter collection.