Go to the Cases page to review both active and resolved cases. This guide explains how to effectively navigate and utilize the page's features to quickly find the cases you need.
Switching to the List View
Switch between grid and list views to accommodate your viewing preference.
Performing Actions in Bulk
Select multiple cases for bulk operations like linking, assigning, changing severity or state, or exporting as CSV. The bulk operation options will appear at the bottom of the screen.
Utilizing Filters and Sorting
Show or hide the filters and sorting options using the filter icon at the top of the portal.
Filter cases by severity, tags, assignee, SLA, and more to quickly find exactly what you need.
Sort cases based on criteria such as creation time, resolution SLA, and more, and verify the sorting order (ascending or descending). The default sort is by severity from highest to lowest (descending).
Complete Filters List
Complete Filters List
You can filter the cases by:
Severity
Tags
Assignee
Resolution SLA: this is the default SLA timer, from case creation to resolution or closure. The filter values are the percentage of the time already used.
Creation time
Category
State
Tasks: view only cases that have pending tasks.
Custom fields
SLA filters: use these to filter cases by custom SLA timers.
Exporting Filtered Cases
Users who want to perform further analysis on cases outside Torq can export case data in CSV format.
Apply filters to view only the cases you are interested in, then export all the cases in your filtered view by clicking the Export all filtered cases icon in the top right of the page.
Depending on the number of cases you export, the CSV file may not be available immediately. Once it is, you will receive an email with a link to download it. The link is valid for one week.
Exports are limited to 10,000 cases and a maximum of 10MB sized files.
There may be minor formatting differences between the data exported using this method and data exported via the Export to CSV bulk action.
Employing Presets for Quick Access
Presets are preconfigured views of the Cases page, featuring saved filter and sorting settings for quick and convenient access.
Several presets are offered for your convenience, and any additional presets created for your workspace will be added to this list:
All Cases: all the workspace cases.
High priority: Case severity is high or critical, and Resolution SLA is breached.
Pending tasks: only cases with pending tasks.
These three presets include sorting by severity in descending order.
Managing Cases with Tags
Apply tags to cases to classify them based on characteristics or required actions, enhancing searchability and organization.
Adding and removing tags
When adding a tag, you can select from the tags already used within the workspace (dropdown list) or type in a new one.
Filtering by tags
Use the Tags filter and select one or more tags to filter by. Filtering by tag allows you to export all cases with specific tags without manually selecting each case.
Customizing the List View
Use the Group by dropdown to select the cases grouping criteria. To present a complete list of all cases, you can select None.
Click the customization icon on the right to select which case fields will be shown in the case listing. For example, you can hide the case tags or show any custom fields the case may have.
