Discover how to leverage Torq's case timeline automation features to streamline investigation processes. This guide focuses on automating timeline comments to enhance case management and improve team collaboration.

Use the Add comment to case step within your workflows to insert comments directly into the case timeline. Enhance readability and organization by applying markdown syntax for formatting, including bold text, italics, and lists.

Add a structured table to your comment using the Create ASCII table step. Enable markdown support by setting the Markdown optional parameter to true, ensuring your table is cleanly formatted within the comment.

Use the List case timeline events step to extract all the case timeline entries for further action or analysis. Use the step's optional parameters to narrow the query and retrieve the specific entries you need to address or review.

Automatically mention users in any timeline comment to alert or draw their attention. Include the syntax <m:user@company.com> in your comment when using the Add comment to case step, or dynamically get the user email from the workflow context: <m:{{ $.event.user_email }}>.

Leverage the User mentioned workflow trigger to initiate specific workflows when a user is mentioned, enhancing responsiveness and team interaction within the investigation process.

Public comments require activation for your workspace.

Automatically share public comments outside of Torq by setting up workflows that trigger on the addition of a public comment. This can be particularly useful for updating stakeholders or integrating with external communication platforms.
One way to do this is to use the Comment added workflow trigger with a trigger condition to check that the comment visibility is public. Information can be extracted from the case or comment to convert it to an external update.