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On Case Closure Set a Custom Field and Tag with Resolution Reason - Workflow Template
On Case Closure Set a Custom Field and Tag with Resolution Reason - Workflow Template

When a Torq Case is closed or resolved, add a specific custom field and tag to the case the will contain the resolution reason of the case.

Updated over 6 months ago

This workflow template ensures efficient case management by automatically setting a custom field and tag with the resolution reason when a Torq Case is marked as Closed or Resolved. It enables easy tracking of case outcomes and streamlines the case closure process by capturing critical resolution details for future analysis and reporting. The workflow also clears this information if a case reopens, maintaining data integrity.

Use Cases

Case Management

Workflow Breakdown

  1. Set the desired custom field name in the workflow parameters step.

  2. Check which state transition the case is moving in, for example In-Progress to Closed.

  3. Add or update the custom field and tag to the case.

  4. If the case is moving to an open state, clear the custom field and tag from the case.

Vendors

Utils, Torq Cases

Workflow Output

Updated custom field and tag on the case.

Tips

Update the workflow to track any custom Resolved or Closed states that have been configured

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