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Notify on Open and In-Progress Torq Cases Approaching the SLA - Workflow Template
Notify on Open and In-Progress Torq Cases Approaching the SLA - Workflow Template

Scheduled workflow that will send a notification to Slack or Microsoft Teams on Torq cases that are approaching or past the defined SLA.

Updated over 6 months ago

This Torq workflow template is designed to aid case management by tracking open and in-progress cases that are nearing or have surpassed their service-level agreement (SLA) timelines. The automated process pulls relevant cases, identifies those close to SLA boundaries, and triggers notifications through Slack or Microsoft Teams. This proactive measure ensures timely awareness and helps prevent SLA breaches, fostering a responsive and accountable case management environment.

Use Cases

Case Management

Workflow Breakdown

  1. Pull all Open and In-Progress cases

  2. Filter for cases that are approaching the SLA based on the defined warning times.

  3. Check if a notification has occurred for this particular warning level

  4. Send a notification to Slack or Microsoft Teams

Vendors

Slack, Utils, Microsoft Teams Bot, Torq, Torq Cases

Workflow Output

Notification on approaching SLAs for Torq cases.

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