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Automatically Manage Cases with Torq Workflows
Automatically Manage Cases with Torq Workflows

Learn how to automate Torq case creation, update, and resolution using workflows.

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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.

Create a case step

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.

Manage the resolution reasons available in the workspace by navigating to Settings > Cases (read more).

Resolution summary
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