This workflow template is designed to enhance case management by automatically notifying team members via Slack or Microsoft Teams when Torq cases are nearing or have exceeded their Service Level Agreement (SLA) deadlines. By regularly pulling open and in-progress cases, the workflow ensures timely alerts, helping teams prioritize and address critical issues efficiently, thus maintaining service quality and compliance.
Use Cases
Case Management
Workflow Breakdown
Pull all Open and In-Progress cases
Filter for cases that are approaching the SLA based on the defined warning times.
Check if a notification has occurred for this particular warning level
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.