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
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.