Navigating a case

There are five main areas of a case:

  1. Top menu

  2. Case activity

  3. Case details

  4. Case records

  5. Case actions

  6. Closure requirements

  7. Case info. 

Top menu 

This provides a high level overview of case data and provides options to take case management actions.

On the left side of the menu, users can find:

  • Case overview: the case name, ID, and team it exists within

  • Case details: the case creation date, author, number of comments, and re-open details if applicable

On the right side of the menu, users can find:

  • Case collaborators: users subscribed to and assigned to a case. You can make changes to assignees manually via the UI here.

  • Case progress: if the case details section includes a series of tasks in markdown, the number of completed tasks is reported

  • Case notifications: notifications of activities on the case

  • Case status: mark the case as done or mark the case as undone to re-open the case

  • Kebab menu: options to copy the link to the case, load the case in Workbench, subscribe to the case, and export the case as a PDF, and edit case settings.

Case activity 

Activity that occurs on a case is captured automatically, to provide an easy to understand case timeline. Captured activity includes:

  • Case creation

  • Changes to case status, priority, tags, and assignees

  • Linking or unlinking a case

  • Adding or removing records

  • Checking or un-checking a task in the case description

Comments & file attachments

Collaborators can also add comments or upload files to the case activity section. Images uploaded are automatically rendered as a preview within the activity section. Users can filter for a specific type of activity by selecting Comments or Attachments. Comments support markdown for custom formatting, and can be can be captured via API as well to document custom activity not included in the list above such as confirmation of custom actions taken. Users can also react to comments with a specified set of emojis: 👍 👎 👀 ❤️ ✅. Files can also be attached via the API.

To view further details on supported file types and size limits, see Case limits.

Case details 

Case details are defined by the user when they create the case. This section supports Markdown formatting, which allows you to: 

  • Vary font styles with headings, paragraphs, bold, italics, or mark text as code

  • Add links

  • Insert a task list

    • Tasks can be created by adding a checkbox list item to the description markdown as follows:

- [ ] Task item 1
- [ ] Task item 2

  • Embed videos

  • Create tables of information

If a task list exists within case details, marking tasks as complete is captured in the activity section.

Case records 

All records associated with a case are displayed. If a record has children, the children are accessible from the displayed record on the right hand side. You can click into a record for a detailed view of the data. Records can be linked to a case upon case creation via API or manually in the UI from the records home. Within the case, you can select records to unlink.

Case actions 

Case actions let you add interactive automation hooks into your case. These hooks appear in the form of buttons added to the case.

We support two types of actions:

  • Webhook: This action type will trigger a call to the designated webhook, passing the case details to the given URL in the background and is useful for async processes

  • Page: This is used for interactions where the user may need to fill in details, it will open the designated page in a new tab

For all types, you can edit the label and button text to make it clear the exact call to action expected of users.

Closure requirements 

If you need to ensure certain actions or steps are taken before a case can be closed you can add a closure requirement to the case.

Closure requirements are set at case creation time, they take the form of a Formula that must evaluate to true for the given case to close. they can be set via the API or the Case creation tile.

We support referencing the attributes of the case itself using the Tines Formula language, so you can access the case description using team_case.description

Case admins can choose to override a closure requirement but it is logged that the admin overrode the requirement.


Case info 

On the right hand side of the case is relevant case information. This includes:

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