Case timeline
- 12 Mar 2024
- 3 Minutes to read
- DarkLight
Case timeline
- Updated on 12 Mar 2024
- 3 Minutes to read
- DarkLight
Article Summary
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The case timeline shows events related to the case in chronological order. The timeline is a complete summary of the case-related actions taken so far, and as such, it can be used to clearly understand the sequence of events and efficiently plan the next steps.
- Apply filters to the timeline to easily retrieve relevant information.
- Mention users in comments to notify them of the timeline update.
- Mark comments as public so they can be reflected to external stakeholders.
- Add images
Below is the list of the case-related events that will create timeline entries. Each timeline entry includes the date, time, and entity that triggered the action: integration, workflow, or user. When the action is automatically triggered, a link to the workflow execution will be attached to the entry. In the case of manual triggering, the username of the person who initiated the action will be listed.
Note
- Apply formatting to timeline comments, whether they are added manually or automatically, by using markdown syntax. To include a markdown-supported table in a timeline comment, use the Create ASCII table step with the optional parameter Markdown set to true.
- Use the List case timeline events step to retrieve all timeline events for a case to operate on them as part of workflow logic. Use the optional parameters to apply filters.
| Timeline entry | Description |
|---|---|
| Event received | If a workflow creates the case, the event that triggered the workflow is added to the timeline with the name of the trigger integration or the name of the user who triggered the workflow in case of an on-demand trigger. |
| Case created | A case can be created with the Create a case step or manually. Read more about how to create a case. |
| Case properties updated | Case properties, such as the case title, description, state, category, SLA, assignee, and more, can be updated using workflow steps or manually.Read more about how to update a case. |
| Comment added | A comment can be added with the Add comment to case step or manually. |
| Observable added/removed | An observable can be added with the Add observable to case step and removed with the Remove observable from case step or manually. |
| Attachment added/removed | An attachment can be added with the Add attachment to case step and removed with the Remove attachment from case step or manually. |
| Workflow executions | You can manually trigger workflows within the context of a case and have the workflow execution status reported in the case timeline. The workflow can also include steps that create case comments to add information to the case timeline. |
| Case links updated | Links can be created and updated using the available steps or manually. |
| Custom fields updated | Custom fields can only be managed automatically by using the available steps. |
| Custom SLA timers updated | Custom SLA timers can only be managed automatically by using the available steps. |
Apply filters
Use the filter icon at the bottom of the timeline to filter the timeline by action type (case updated, workflow triggered, comment added, and more), the entity (workflow or user) that performed the action, or the time when the action occurred.
Mention users in comments
You can mention users in timeline comments added manually by typing @ and selecting a user from the list or automatically by using the Add comment to case step. The syntax to mention a user in an automatic comment is: <m:user@company.com>. The user email can also be specified from the workflow context: <m:{{ $.event.user_email }}>.The mentioned user or users will be notified by email. You can also use the User mentioned workflow trigger to execute a workflow when a user or users are mentioned in a comment.
Mark comments as public
Mark timeline comments as public to distinguish them from other comments and indicate their potential communication outside of Torq case management to external stakeholders.
IMPORTANT
To enable public comments for your workspace, contact Torq support.
To mark a comment as public, use the Visibility optional parameter in the Add comment to case step and select the value public, or from the case timeline, type in the comment and select to send it as public.
Handle public comments automatically
The comment's visibility status is available when the comment is retrieved. Use this status to automatically share the comment outside of Torq case management.
One way to do this is to use the Comment added workflow trigger and add a trigger condition to check that the comment visibility is public. Information can be extracted from the case or from the comment to convert it to an external update.
Add images
Include images related to the case investigation, such as screenshots of scan results, chat conversations, and more, in the timeline.
To include an image in the case timeline:
- Paste the image when adding a comment.
- Click Save to save the image as an attachment.
- The image is visible in the case timeline and can also be accessed through the Attachments tab by double-clicking the corresponding attachment.
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