Torq cases streamline your incident management by allowing you to automate case creation, updates, and investigations through to resolution.
Creating a Case
To create a case and configure essential attributes like title, SLA, and severity, use one of the following steps:
Create a Case
Create a Case from JSON
Create a Case from Template
More information about automatic case creation is available here.
Updating a Case
Automate case updates using the various Torq Cases steps:
Modify Case Attributes: Automatically update properties like title, description, state, category, and more.
Manage Observables: Add, associate, or disassociate observables with cases. Update observable descriptions or reputation scores.
Document the Investigation: Automatically manage comments, attachments, links, and more.
Resolving or Closing a Case
The Resolved status shows that the issue has been addressed with possible follow-up tasks, whereas Closed means all actions are complete.
Update State: Use the Change case state step. To execute successfully when closing or resolving the case, add the Resolution reason optional parameter and provide a value.
Custom Transitions: Replace the default modal, asking the analyst to provide a reason for resolving or closing the case by customizing case state transitions.
Querying Cases: Use the Query cases step and the Resolution reasons optional parameter to filter and retrieve cases based on specific resolution reasons, enabling detailed reports and insights into case outcomes.
