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Collect Information on Case Closing Action - Workflow Template
Collect Information on Case Closing Action - Workflow Template

Shows a form whenever a Case is change to CLOSED status.

Updated over 2 months ago

This Workflow Template is designed to facilitate the case closing process by triggering a form for data collection when an analyst updates a case to CLOSED status. It ensures proper documentation and processing by capturing vital information via a predetermined form, and updating the case metadata accordingly. Ideal for streamlining Case Management procedures, this template is user-friendly and essential for efficient incident resolution and knowledge capture.

Use Cases

Case Management

Workflow Breakdown

  1. Triggers when an analyst changes a case to CLOSED, and presents a form to collect data.

  2. Reads case metadata to get the current state of the case.

  3. Changes the state of the case to CLOSED and add collected data into the case.

Vendors

Utils, Torq Cases

Tips

  • For this Workflow to be triggered, a case must have a workflow interaction assignment, it can be set using the step "Assign Workflow to State Change".

  • Contact your Torq representative to enable this feature.

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