Automatically link cases to provide comprehensive visibility for analysts reviewing them. When an analyst reviews a case, they will see it has related cases, which may also require examination.
Linking related cases helps build a comprehensive understanding of the incident landscape. Learn the basics here.
Automatically Manage Links: Essential Steps
Efficiently manage case links using steps provided by Torq:
Link cases
Unlink cases
List case links
Update a link
Automate Case Linking
Use the Link cases step:
Provide the IDs of the cases to link. A link is created between two cases.
Specify the relation between the cases: Parent of, child of, duplicate of, duplicated by, blocking, blocked by, or other.
Optionally, add a description for the link.
Practical example: Link cases based on shared tags
Practical example: Link cases based on shared tags
Trigger Workflow on Tag Updates: Utilize the Tags updated workflow trigger to run a workflow when a tag is added or updated on a case.
Retrieve Related Cases: For each tag that is added or updated, use the Query cases step to fetch all cases that have it.
Link Cases: For each case retrieved, create a link to the case that got the tag update.
View Linked Cases: After the workflow completes, all cases that have the tag will be visible in the Linked Cases tab of the original case.
Triggering Workflows on Link Updates
Use the Link updated workflow trigger to execute a workflow whenever a link is created, updated, or deleted.
Practical example: Retrieve information from linked cases
Practical example: Retrieve information from linked cases
Activate Workflow on Link Changes: Use the Link updated workflow trigger.
Add Trigger Condition: Specify the workflow to activate only when a new link is created.
Gather Linked Case Information: If cases A and B are linked, use the List case links step to gather other cases linked to each.
Notify Assignees: Inform the assignee of case A about other cases linked to case B, which may also relate to case A, and vice versa.
