Cases is our solution for case management.
Cases are best used in tandem with records, a way to structure event data from across story runs. This allows you to collect and store actions taken in an automation, collaborate on an investigation, or introduce human analysis all directly within Tines.
💡Note
Viewing cases
The cases page provides a complete view of all cases. There are three cases views: assigned to me, all open cases, and all cases (open and closed cases).
Additionally, there are a few ways you can filter cases:
Search: search for a specific case by title
Tags: select the tags associated with the cases you’d like to see
Status: view only open or closed cases
Priority: view only cases set with a specific priority
Clicking the case opens up the detailed view.
Navigating a case
There are four main areas of a case: the top menu, case details, timeline, and records.
Top menu
This provides general information about the case. The details here are visible in the main cases list with all cases. Each element is defined by the builder when they create the case.
Case details
The case details are defined by the user when they create the case. This uses Markdown which allows you to:
Vary font styles with headings, paragraphs, bold, italics, or mark text as code
Add links
Insert a task list
Embed videos
All actions taken on the case details are captured in the timeline.
Timeline
The timeline is where the action is captured and where collaborators can interact.
Collaborators can add comments or upload files to the timeline.
The timeline can be filtered based on the actions taken. Filter options include:
Records & links
This displays all the records and any links associated with a case.
If a record has children, the children are accessible from the record. You can click into a record for the detailed view.
You can remove records or links from a case at any time.
This block is collapsible to make more space for the case details and timeline.
🪄Tip
Creating a case
You can create a case from three different places.
Case (scratch)
Storyboard
Records
Create from scratch
Create a blank case from the cases page and click the ‘+New case’.
From here, you will:
Define the case name
Set the priority and any relevant tags
Assign collaborators
Add details about the case in the ‘detail’ box
Click ‘Create case’ to start commenting and working the case
Once created, you can share the URL and begin collaborating on the case with colleagues.
Create from storyboard
Most often, a case will be created from your storyboard as part of a broader story.
This is a smart approach as it allows you to automate the end-to-end process while capturing the actions and relevant data for auditing purposes.
Within your private action templates, you’ll see the following options to get your started and all you need to do is add the right formula values for your story.
Check out the story library where you can see a few end-to-end examples of cases in action for inspiration.
Create from records
Cases will almost always be tied to a record, but you can also create a case from a record.
To do this, go to the records section of your team and follow these steps:
Select one or more records you’d like for your case
Go to the top of the table and choose ‘add to case’
Then choose to add it to an existing or create a new case
If you add to existing, you’ll choose from the existing cases
If creating a new case, you’ll need to fill in the relevant information about the case
You’re all set!
Looking for a deeper dive? Check out our cases training videos here.