Overview
Use automation to establish a structured case-review process and enforce adherence to investigation protocols before case closure or stakeholder updates.
Assign reviewers to assess case investigations and approve or reject them.
Automate the review process to standardize investigations, streamline approvals, and align with organizational protocols and objectives.
Learn how to conduct the review process, assign case reviewers, and set review conclusions directly on the Cases page.
How to use
Automate case reviews: Essential steps
These are the workflow steps available for automating case reviews:
Set case review settings
Enable reviewer assignment and review conclusions for the workspace.
Customize conclusion labels by adding the Approved conclusion name and Rejected conclusion name optional parameters (e.g., change Approved to a custom term).
This customization mirrors the Case review settings on the Cases settings page.
Use the Access token optional parameter to apply these settings to a different workspace.
Change case reviewer
Submit cases for review automatically by specifying the reviewerâs email.
Conclude case review
Finalize the review by setting a review conclusion. To add additional context, use the optional Review conclusion note parameter.
The case timeline records all review-related actions, including reviewer assignments and final review conclusions. When these actions are automated, the timeline entries link directly to the corresponding workflow execution.
Use case: Automatically assign a case reviewer
This workflow automates reviewer assignment when a case moves to the Pending review custom state.
Set the trigger: Use the State changed trigger scenario to execute the workflow when the case state transitions to the Pending review custom state.
Send a slack notification: A message asking who can review the case is sent to a designated Slack channel.
Assign the first responder: The first user who responds as available is automatically assigned as the case reviewer. The assigned reviewer receives a confirmation notification.
Case review triggers
The following trigger scenarios are available for the case review process:
Use case: Automatically notify the case assignee of a review conclusion
Use case review triggers to automate notifications to relevant users about key review events.
Set the Trigger: Select the Review conclusion updated scenario from the Torq Cases trigger menu to execute the workflow when a review conclusion is submitted.
Send a Slack Notification: A message informing the case assignee of the review conclusion, whether approved or rejected.
If approved, include instructions in the Slack message to mark the case as closed.
