Torq's custom states enhance your investigation process by allowing you to tailor stages to fit your organization's processes. Add new states and adjust the 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.
Resolved Requires Review: Under Resolved, indicating a case requires a final review. Moving a case to this custom state will halt the Resolution SLA and require resolution notes.
Adding a Custom State
Custom states must be created within one of the following state groups: New, In Progress, On Hold, Resolved, or Closed. The selected group indicates the purpose of the custom state and applies any associated characteristics. For example, states in the Resolved or Closed groups will halt the SLA.
To create a custom state:
Navigate to Settings > Cases.
In the States section, click Add.
Enter a name for the custom state and choose a state group: New, In Progress, On Hold, Resolved, or Closed.
You can edit or delete custom states in Settings > Cases (read more).
Ensuring Visibility
Ensure the new custom state is chosen in the State filter.
