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
Set the desired custom field name in the workflow parameters step.
Check which state transition the case is moving in, for example In-Progress to Closed.
Add or update the custom field and tag to the case.
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