Customize cases

Below are ways to customize Torq cases to suit your organization's specific needs.

• Custom fields
• Custom states
• Case quick actions: create shortcuts to run specific workflows within the context of a case.
• Custom categories can be added by simply typing them when creating or updating a case.
• Custom SLA timers
• Presets: preconfigured Cases page views.
• Customize the Cases page list view.

Custom fields

Add custom fields to cases to track additional information, sort, classify, and manage them according to your organization's processes.
Use the available steps to manage custom fields as part of workflow logic (see examples below):

• Add a custom field to a case: Adds the custom field to the specified case. The field type can beshort text, number, boolean, or list single select (single selection from a predefined list of options).
• Remove custom field from a case: removes a custom field from the specified case (other cases will not be affected).
• Set a custom field's value: Sets the value of a custom field for a specific case.
• Retrieve custom field keys: Returns a list of custom field keys from all cases within the workspace.
• Retrieve custom field values by key: Returns the values for the specified key from all cases within the workspace.
• List custom fields of a case: Lists a specific case's custom fields (keys and values).

Examples

1. In the example below, the list single select type was selected for the Tier custom field. The list of options to choose from when setting the field value is tier1, tier2, and tier3. The Set a custom field's value step has to be used to set the field value to one of the options, for example, tier1. The Tier custom field can be added to all cases in the workspace and be used for classification.
   
2. Utilize custom fields to monitor and manage related tickets effectively opened for different teams within the organization. For instance, when handling a Data Security case involving an exposed S3 bucket, you can create a Jira ticket for the DevOps team and programmatically synchronize the systems by adding the ID of the Jira ticket as the value of the External ticket custom field.
3. Another option is to use custom fields for sub-categorization. For instance, the IAM category encompasses a range of scenarios. You can use custom fields to keep track of the exact scenario the case was created for to have data for reporting and analysis of the challenges the security team is facing. The workflow below can be used to create a case when an event indicating suspicious user behavior is received from the identity and access management service, Okta, in this example (use a trigger condition to have the workflow triggered only for a specific Okta event). Use the Retrieve custom field values by key step to extract data for a particular use case within a category.
   

Custom states

Tailor the case lifecycle to align with your organization's processes by introducing custom states. These states can be added within the context of the default parent states: New, In progress, On hold, Resolved, or Closed, inheriting the traits of their respective parent states. Additionally, you can modify the names of the default states for added flexibility.

For example, you can add the state Pending response in the context of the On hold default state to indicate that a case is on hold because third-party input is required to proceed with the investigation. Another example of a state you can add is Closed requires review in the context of the Closed state. Moving a case to the Closed requires review state will require resolution notes and will halt the Resolution SLA, similar to moving a case to the Closed state. 

Add a custom state

1. In the Cases page, select the customization icon.
2. Select Manage states.
3. Click the + icon next to the default state the custom state should correspond to.
4. Enter the name of the custom state.
5. Select Confirm.
   
6.  To include the custom state in the grid or list views, make sure it's selected in the State filter.
   
7. Use the Change case state step to move cases to the custom state automatically, or you can manually drag cases to the appropriate column.
   

Presets

Presets are preconfigured Cases page views that include saved filter combinations for convenient and quick access. Create your own presets or use the ones made available to you.

The All Cases preset is applied by default, displaying all the workspace cases.

Premade presets

Several presets are offered for your convenience, and any additional presets created for your workspace will be added to this list.

• All Cases: all workspace cases.
• High priority: case severity high or critical and Resolution SLA breached.
• Pending tasks: only cases with pending tasks.

Create a new preset

1. From the preset dropdown (set to All cases by default), select the New Preset option.
2. Enter a meaningful name for the new preset.
3. Select the filters you want to apply and their values. You can also filter by custom fields.
4. Select Save.

The new preset will be available for other workspace users, enabling them to get the exact filter selections and ensure they see the same cases.

Modify an existing preset

Once a preset is selected, the filters and their values are visible. You can add filters and modify the values to change the view and then save the new combination as a new preset.