- 10 Jul 2023
- 2 Minutes to read
Create and update cases
- Updated on 10 Jul 2023
- 2 Minutes to read
Torq cases are designed to be created, updated, and investigated automatically using the available Torq Cases steps as part of workflow logic. The different properties of a case are described below, in addition to how cases can be created and updated by using Torq steps or manually from the Cases page.
You can also use steps to retrieve information about cases and observables and query cases.
Create a case
Create cases automatically during workflow executions when incidents are detected.
For example, you can create a workflow triggered when an identity and access management service, such as Okta, detects suspicious user activity. After initial preprocessing, create a case as part of the workflow using the Create a case step.
These are the case parameters:
|Title||Provide a meaningful name for the case for easy retrieval. For example, you can include the incident type and the associated vendors.|
|SLA||Service Level Agreement. Duration in which the case should be resolved.|
The case severities correspond to the OCSF schema event severity identifier. Contact Torq support if you require additional severities from the list.
|Description (optional)||Provide information that should be available to anyone reviewing the case. You can apply formatting to the case description by using markdown syntax. To include a markdown-supported table in the case description, use the Create ASCII table step with the optional parameter Markdown set to true.|
|Reporter||The entity that created the case:|
|Assignee||The email address of the team member to whom the case is assigned.|
|Category||Use one of the suggested categories or create your own.|
You also have the option to create a case manually by going to the Cases page and selecting Create Case.
Update a case
Use the many steps available under Torq Cases to update cases automatically. This is a partial list of what you can do with the available steps:
- Update case properties: title, description, SLA, state, category, reporter, assignee, and severity.
- Add observables, associate observables with cases, mark them as key observables, remove observables from the key observables group, and disassociate observables from cases (read more about observables).
- Update the description or the reputation of an observable (can also be done outside the scope of a case).
- Add comments.
- Add attachments, get download links for the attachments, and remove attachments.
Resolve or close a case
The Resolved status indicates that the issue has been addressed but may have some follow-up tasks remaining, while the Closed status suggests that all actions have been completed.
When updating the case state to Resolved or Closed, you must provide a resolution reason. Select a reason from the dropdown or type a new one. You can also provide additional information on top of the resolution reason to have it available in the case context.
You can use the Query cases step to retrieve cases according to their resolution reasons by using the Resolution reasons optional parameter.