Case management

Case roles 

All users assigned to a default role in a team will be able to view cases. To restrict this further, explore custom roles.

Case manager role

This role is designed for users who work with cases and do not need access to many other aspects of the system. This role gives the user read-write permissions to cases, while restricting access to other objects on the team (stories, resources, credentials, events, etc.).

Custom roles

To define custom permissions for users such as a case viewer, create a custom role.

ℹ️Info

Case closure requirements 

You can configure case closure requirements upon case creation from the Case tile in the storyboard. Case closure requirements can be viewed in the case info section. Cases cannot be closed until requirements are successfully met or overridden manually in the UI. Case requirements that are overridden note the user who overrid the requirement.

Subscribe to cases 

Specify case subscription settings via the case settings notifications menu.

Users can subscribe and unsubscribe to individual cases via the kebab menu at the top right of a case screen. If you comment on a case, you will be automatically subscribed. View all case subscribers by selecting the orange eye icon next to assignees.

Notifications within Tines

Subscribers will be notified of changes within Tines via the notifications menu. Specify your preferred notification settings via notification settings.

Notifications outside of Tines

Case subscribers are recorded within case information via API. If you would like to notify subscribers outside of Tines of changes, via Slack for example, you can build a custom notification using your case webhook. See here for an example.

Exporting case data 

Export as a pdf

Export individual case details as a pdf via the kebab menu on the top right of a case. The export will be emailed to you as a pdf with all relevant case details included.

Export as a csv

Export filtered lists of cases as csvs from the Cases home page. After applying your desired filters, select the kebab menu next to the number of cases and select Export as CSV. The export details will be emailed to you with the following case attributes: case ID, name, status, severity, tags, team, opened at, resolved at, opened by, metadata, and assignees.

Case statuses 

A case's status may be updated either from the case list, case view, or API.

By default, Tines provides four default statuses: To do, In progress, Done, and Cancelled

You may also create your own custom statuses via the Manage statuses option in the status dropdown:

Case SLAs 

Cases can be assigned time to resolve SLAs per priority level. These can be found by clicking the settings button on the case list page.

Timeline actions will be created when a case has passed 75% of its deadline and also when exceeding it.

Reporting is possible by filtering cases by Warning or Exceeded.

Case groups 

Case groups offer a way to segment cases within a team. Groups contain their own list of members and permissions and cases can be transferred between groups.

Team members will retain access to all cases, including those created within groups, with their permissions taking precedence. For instance, a team member holding the Case Manager role, who is also part of a group with the Viewer role, will manage the group's cases as a Case Manager.

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