Skip to main content

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 a week ago

This workflow template provides an automated solution for monitoring Torq cases, ensuring timely responses in alignment with Service Level Agreements (SLAs). As cases approach or exceed SLA time frames, targeted notifications are dynamically dispatched to either Slack or Microsoft Teams. The multi-tiered warning system alerts relevant teams or individuals, enabling quick action to address pending and overdue cases, thus upholding the standards of case management and customer satisfaction.

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.

Did this answer your question?