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.
The case timeline displays comments and events chronologically, offering a detailed overview of all case-related actions. Learn the basics of how to use it here.
Automating Timeline Comments
1. Adding Comments Automatically:
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.
2. Incorporating Tables:
To add a structured table to your comment, employ 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.
3. Listing Timeline Entries:
Use the List case timeline events step to extract all the case timeline entries for further action or analysis. Utilize the step optional parameters to narrow the query and retrieve the specific entries you need to address or review.
Engaging Users with Mentions
1. Mentioning Users:
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 }}>.
2. Workflow Triggers for Mentions:
Leverage the User mentioned workflow trigger to initiate specific workflows when a user is mentioned, enhancing responsiveness and team interaction within the investigation process.
Managing Public Comments
1. Enabling Public Comments:
Public comments require activation for your workspace. Contact Torq support to enable this feature, allowing broader communication possibilities beyond the internal team.
2. Marking Comments as Public:
Analysts can designate a comment as public directly in the timeline.
Use the Add comment to case step with the Visibility optional parameter set to public.
3. Sharing Comments Externally:
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.