Creating a case

Last updated July 23, 2026•Open markdown version^↗

Creating a case in Tines can occur in two ways:

1. Manually from the case list, case board view, or record type view

2. Automatically using the "create case" tile when building a story

Manual case creation

You can create a case manually from the case list or board view. Choose between opening a blank case or starting from a template.

• Case title is the only required input

• Formulas cannot be used (except for "case requirements")

• Attachments must be added after the case is created

After selecting an option, the resulting case will be created in the currently selected team or case group. Cases can later be moved between case groups.

Starting from a blank case

When building a case manually from scratch, you can define nearly every aspect of case elements including content, primitives, and properties.

Using templates

Copy the content of an existing template, then create your case manually from there. All elements of case can be configured, but subsequent changes to the template are not reflected in the target case.

Automated case creation from a story

Automatically create cases by using the create case tile in your storyboard. This method provides a few advantages such as:

• Link a template to more easily manage global modifications to case creation

• Leverage overrides to make local modifications to specific story tiles

• Incorporate story data into the case using formulas

• Manage updates to case content via change control

Using templates or a blank case

Start building by selecting the create case tile from the story menu. You will then be prompted to select how to create the case:

Blank case - Start from an empty case and freely define all case elements.

Copy a template - Start from a template and freely define all case elements. Subsequent changes to the chosen template will NOT be reflected in the tile's configuration.

Linked template - Start from a template. Make changes to "override" the linked template's values in that specific story tile.

• Case blocks cannot be added, modified, re-ordered, or removed

• Unlink an entire case section to make changes to specific items in that section

Using overrides

When using a linked template, you can modify the template's values using "overrides". These are stored as local changes to that specific story tile. The resulting case will display all overrides blended with remaining values from the linked template.

Overrides are not applicable when building blank cases or copying a case template.

Override basic case primitives

You can easily override a template value by simply inputing a new value on a case elemnt. A purple dot will be shown next to the updated primitive's title to indicate it's currently overridden.

Override case sections

To modify any item in the following case sections, you must "unlink" the section first. Doing so sets the entire section as "overriden", thus allowing you define all items in the section.

• Fields

• Case requirements

• Tasks

• Actions

• Metadata

Override case content

Case content may or may not be overriden depending on the element.

✅ Case description can be overriden, but will unlink the entire description content from the linked template. You cannot select specific lines within the description to override – it is all or nothing.

🚫 Case content blocks can NOT be overriden. The case will be created with the content blocks as defined by the linked template. You can add, update, and delete content blocks using subsequent story actions after the case is created.

Reverting an override

Hoverring on the purple "override" dot will show a selectable "revert" button. Click this to clear the modified value and revert the case element to use the linked template's value.

Inserting formulas

Formulas can be used when automatically creating a case. Leverage upstream event data or Tines formula keys to build dynamic expressions.

• Opt to use formulas across case primitives via the displayed toggle or the ctrl + space shortcut

• Formulas can be inserted into the description or case blocks using the / formating menu option

• Reference the create case API doc to clarify the expected input structure when using a formula in each case element