Overview
Use Case Management Settings steps to automatically provision a new or existing workspace, ready for immediate use. Set states, views, and resolution reasons in the same workflow that creates the workspace.
Case Management Settings steps overwrite existing workspace settings. Running the Set case management resolution reasons step, for example, replaces the current resolution reasons in the workspace with those specified in the step.
Learn how to use the Cases Settings page to configure case management manually.
How to use
Use case: Set case states
Automatically set case management states that match organizational process and needs.
Add the step: Add the Set Case Management States step to a workflow.
Define the states: Set the states for the workspace (see step input example below). More information about custom states is available here.
Provide the access token: Add the Access token optional parameter and specify the access token for the workspace.
Set Case Management States step input example
Set Case Management States step input example
{ "new": { // The core structure, consisting of five default states - new, in progress, on hold, resolved, and closed, must be preserved. A default state cannot be deleted.
"name": "New", // The names of the default states can be modified. The name of a state must consist of at least two characters.
"sub_states": [ // Each default state can have up to five custom sub-states. The custom states will inherit the characteristics of the default state.
"substate_1", // The name of a state must consist of at least two characters.
"substate_2",
"substate_3",
"substate_4",
"substate_5"
]
},
"in_progress": {
"name": "In Progress",
"sub_states": [
"substate_1",
"substate_2",
"substate_3",
"substate_4",
"substate_5"
]
},
"on_hold": {
"name": "On Hold",
"sub_states": [
"substate_1",
"substate_2",
"substate_3",
"substate_4",
"substate_5"
]
},
"resolved": {
"name": "Resolved",
"sub_states": [
"substate_1",
"substate_2",
"substate_3",
"substate_4",
"substate_5"
]
},
"closed": {
"name": "Closed",
"sub_states": [
"substate_1",
"substate_2",
"substate_3",
"substate_4",
"substate_5"
]
}
}
Use case: Set views
Automatically set case management views to ensure that the desired display of the Cases page is available. You can also set a default view for the workspace.
Add the step: Add the Set case management public views step to a workflow.
Define the views: Set the views for the workspace. Give each view a unique name and specify the filters and their values (see step input example below).
The Created at filter can accept 2 types of values. Use relative to specify a duration relative to the current time, or use from and to to define a specific time window.
Custom fields can also be specified as filters.
Provide the access token: Add the Access token optional parameter and specify the access token previously generated for the new workspace.
(Optional) Set as default: Add the Default views parameter to set a default view for the Cases page.
Set Case Management views step input example
Set Case Management views step input example
[
{
"name": "view name", // Assign a meaningful name for the view. While this example demonstrates a single view, you can easily expand it to define multiple views. The views listed in this step input will replace any existing custom views in the workspace without affecting the predefined views.
"filters": { // Define which filters to include in the view and set the values for each (select from the options available in the Cases page UI).
"severities": [
"High",
"Medium"
],
"assignees": [
"john@torq.io",
"jane@torq.io"
],
"created_at": { // Use the "relative" value to indicate a duration relative to the present moment, or opt for "from" and "to" (similar to the SLA filter value shown below) to establish a precise time range.
"relative": "Last 7 days"
},
"sla_range": {
"from": 0.8,
"to": 1
},
"categories": [
"AppSec",
"Malware"
],
"tags": [
"AI-Assisted",
"3rd-party"
],
"custom_fields": [ // Custom fields can serve as filters. Specify the custom field key and the desired value. It's important to note that, unlike other filters, you can only specify one possible value for the custom field key to filter cases.
{
"key": "Cloud Instance Id",
"value": "EC2-324243423"
}
],
"pending_tasks": true
}
}
]
Use case: Set resolution reasons
Automatically set the case management resolution reasons that analysts can specify when closing or resolving a case.
Add the step: Add the Set case management resolution reasons step.
Define the reasons: Specify the resolution reasons for the workspace.
Provide the access token: Add the Access token optional parameter and specify the access token previously generated for the new workspace.
