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.
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.
Including Images
Include images related to the case investigation, such as screenshots of scan results, chat conversations, and more, in the timeline.
Paste the image when adding a comment.
Click Save to save the image as an attachment.
The image is visible in the case timeline and can also be accessed through the Attachments tab.
Understanding Timeline Entries
The timeline captures a variety of events, each marked with the date, time, and the initiatorâs 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