Establish a structured case review process to ensure quality, compliance, and adherence to investigation protocols before taking further actions such as resolution, escalation, or stakeholder updates.
Assign reviewers to assess case investigations and approve or reject them.
Automate the review process to enhance consistency, 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.
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 cases.
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.
Example: 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 Torq Cases trigger with the State changed 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 events are available during the case review process by using Torq Cases trigger scenarios:
Reviewer assigned
Review conclusion changed
For example, you can use these triggers to automate notifications, informing relevant users about key review events. One use case is automatically notifying the case assignee when a review conclusion is set.
