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Automating Custom Fields in Torq Cases: Track Additional Case Details
Automating Custom Fields in Torq Cases: Track Additional Case Details

Learn how to automate custom fields to efficiently capture, manage, and analyze organization-specific case details.

Updated over a week ago

Custom fields let you capture and organize additional case information specific to your organization's requirements. They support various data types for accurate categorization and thorough case analysis.

Learn how to review custom fields during a case investigation.

Automating Custom Fields

1. Adding Custom Fields

Use the Add a custom field to a case step, selecting from types like short text, number, boolean, or list single select for tailored data capture.

2. Managing Custom Fields

Use the Set custom fields values and Remove custom field from a case steps to update or remove custom fields as needed to keep case data relevant and up-to-date.

The Set custom fields values step allows you to update up to 40 custom fields at once.

3. Retrieving Custom Field Data

Use the Retrieve custom field keys, Retrieve custom field values by key, and List custom fields of a case steps to extract custom field keys or specific values across the workspace for comprehensive case insights

4. Workflow Triggers for Custom Fields

Use the Custom field updated workflow trigger to run a workflow whenever a custom field is added or modified.

Custom field actions are case-specific and do not impact other cases within the workspace.

Practical Applications

  • Case Classification: Use the list single select type for a Tier field to classify cases by the required specialty: tier1, tier2, tier3.

    Add a custom field to a case
  • Ticket Synchronization: Track related tickets across teams by specifying external ticket IDs in custom fields, ensuring coordinated case resolution efforts.

  • Sub-Categorization for Detailed Analysis: Employ custom fields for sub-categorizing cases within broader categories, such as IAM scenarios, to gather detailed data for analysis and reporting.

    Use custom fields for sub categorization

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