Torq's custom states enhance your investigation process by allowing you to tailor stages to fit your organization's processes. This feature allows you to add new states and adjust default ones, ensuring a precise match with your unique procedures.
Explore the Versatility of Custom States
These are examples of states you can add to better reflect the investigation stage:
Pending Response: As a sub-state of the default On Hold to signify awaiting third-party feedback.
Closed Requires Review: Under Closed, indicating a case requires a final review. Moving a case to the Closed requires review state will halt the Resolution SLA and require resolution notes.
Adding a Custom State
Navigate to the Cases page and click the customization icon.
Select Manage States and then the + icon beside the relevant default state.
Name your custom state and click Confirm.
Ensuring Visibility
Ensure the new custom state is chosen in the State filter.
