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Case Timelines in Torq: Track Investigation Progress
Case Timelines in Torq: Track Investigation Progress

Learn how to effectively log and retrieve information using the case timeline.

Updated over a week ago

The case timeline displays comments and events chronologically, offering a detailed overview of all case-related actions. It helps you grasp the investigation's progress and plan future steps effectively.

Apply formatting to timeline comments by using markdown syntax.

Applying Filters

Use the filter icon at the bottom of the timeline to filter by action type (case updated, workflow triggered, comment added, and more), the entity (workflow or user) that performed the action, or the time when the action occurred.

Case timeline and filters

Mentioning Users

Mention users in comments to notify them of the timeline updates.

You can mention users in timeline comments by typing @ and selecting a user from the list. The mentioned user or users will be notified by email.

Marking Comments as Public

Mark timeline comments as public to distinguish them from other comments and indicate their potential communication outside of Torq case management to external stakeholders.

To mark a comment as public, type in the comment and select to send it as public.

Add a comment and send it as public

Including Images

Include images related to the case investigation, such as screenshots of scan results, chat conversations, and more, in the timeline.

  1. Paste the image when adding a comment.

  2. Click Save to save the image as an attachment.

  3. The image is visible in the case timeline and can also be accessed through the Attachments tab.

Add an image to the case timeline

Understanding Timeline Entries

The timeline captures a variety of events, each marked with the date, time, and the initiator’s details (user or workflow). If a workflow initiates an event, the timeline will link to its execution.

These are the events that generate timeline entries:

  • Event received: If the case was created by a workflow, the event that triggered the workflow gets added to the timeline. It will show the trigger integration or the name of the user if it was an on-demand trigger.

  • Case created

  • Case properties updated

  • Comment added

  • Observable added/removed

  • Attachment added/removed

  • Workflow executions: When you trigger a workflow from a case, the workflow execution status is reported in the case timeline.

  • Case links updated

  • Custom fields updated

  • Custom SLA timers updated

  • Notes updated

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