Enhance your case investigation efficiency with Torq's custom SLA timers. These timers enable precise tracking of any milestones beyond the default Time-to-Resolve (TTR) SLA, such as Time-to-Mitigate (TTM), Time-to-Investigate (TTI), and more. This guide shows you how to set up and manage these timers.
Learn how to track SLAs during a case investigation.
Creating Custom SLA Timers
Use the Add a custom SLA timer to a case step:
Custom SLA timers are created per case and are automatically stopped when the case is resolved or closed.
Give the timer a meaningful name.
Specify the target duration in seconds. Set the duration to 0 to create the timer with no target.
Opt for the timer to be the lead using the Is lead optional parameter for case card visibility.
Decide on the timer's initial state—active or paused—upon creation. Note: A paused timer cannot be designated as the lead.
Managing custom SLA timers
Beyond creation, Torq offers steps to automatically update, delete, and list custom timers. You can dynamically manage your timers—starting, pausing, or resetting them as needed to meet the changing demands of case investigations. Bulk operations for starting and pausing timers are also supported by providing multiple case IDs to the Start Custom SLA Timer and Pause Custom SLA Timer steps. See the examples below for more details.
The default Resolution SLA timer cannot be started, paused, or reset.
A timer must be started after it's reset.
Setting a Lead SLA Timer
When adding a custom SLA timer for a case, you can set it as the lead timer, making it visible on the case card within the Cases page. Hover over the SLA to view all the case timers.
The lead timer must remain active; pausing it reverts the lead to the default Resolution SLA timer.
Use Case Example: Time-to-Respond SLA Timer
Use Case Example: Time-to-Respond SLA Timer
Automatically create a Time-to-Respond SLA timer for each new case to track the duration from the case creation until it's moved to the In progress state.
The Time-to-Respond custom SLA timer is paused when the case state is changed from New to In progress.
Use Case Example: Bulk Start and Pause Custom SLA Timers
Use Case Example: Bulk Start and Pause Custom SLA Timers
If you have the same custom SLA timer across multiple cases, you can start and pause them all in bulk. This is particularly useful if your SLA is measured in working days (Monday to Friday, 08:00-17:00) rather than calendar days. You can create a workflow that pauses the custom SLA for all cases every weekday at 17:00 and a second workflow that resumes it every weekday at 08:00.
The case IDs can be provided as an array of numbers [100,101,102], an array of strings ["100","101","102"], or a comma-separated list 100,101,102.
