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Case management

Sometimes, it's not enough just to write rules to raise an alert or action. You need a way of managing these alerts to keep track of who is responsible for resolving them and when. You might want your rules to create a ticket in a case management system so your operators can triage and review alerts. If you're using an existing system like Asana, Clubhouse, or JIRA, you can use our webhooks integration to make an API call to those third-party systems to create a ticket in those systems.
You can also use LogicLoop's in-house case management system by clicking on Queues in your navigation sidebar. LogicLoop lets you create, assign, triage, and archive tickets so you can manage your outstanding alerts.

Automated ticket generation

You can set up your rules to automatically generate tickets when an action is triggered. All you have to do is create an action subscription that adds a new ticket to your queue. You can either create 1 ticket for the entire result set returned from the rule, or a separate ticket for each individual row returned from the rule run. The new ticket will be pre-populated with information you configure and will automatically attach the associated data from your rule run.
To enable this, go to your action and add a new subscription with the Add to queue icon shown below:
Next, enter the information you want to populate into your ticket, including who you want to assign the ticket to and any additional tags you want to add for triage:
Now, every time your rule runs, if the action criteria are met, it will generate a new ticket in your Queues.

Group tickets with entity ID

When you create ticket automatically, you might create lots of tickets for the same entity, e.g. a user has been flagged in many tickets, or a transaction has been caught by many rules. To reduce the amount of "duplicate" tickets created for the same entity, you can specify the Entity ID and check Group items with the same entity ID into a single ticket under Advanced Settings when creating or editing Action Subscription.
The first case generated under the entity ID will create a ticket. All the other cases under the same entity ID will be put into the Additional Rules Flagged section within the first ticket.
When you archive the ticket, it will archive all the cases under that ticket.

Manual ticket triaging

You can also create a new ticket manually by clicking on the + New Ticket button and filling out the information for your ticket.
You can click on a ticket's name to view or edit it. You can edit its name, description, assignee, notes, and tags. Html syntax is supported in description so you can change the font or add a link easily. You can also work on the ticket with your colleague by adding comments.
You can also share a link to a ticket by copy & pasting its URL e.g. https://yourco.getlogicloop.com/tickets/1
To mark a ticket as done or complete, you can click the option drop button in the top right corner and select Archive.
Archived tickets can still be found under the Archived tab.
You can attach tags to tickets for easy filtering. For example, you may want to create tags for different types of cases e.g. suspicious activity vs revenue growth. You may also want to create tags for different stages of review e.g. new, pending review, collecting information, approved or rejected.
You can also view all tickets assigned to you under the My Tickets tab on the right. Tickets can also be searched by name and description.

Ticket Actions

After your ticket has been created, a human can follow up on that ticket and manually execute an action on it e.g. Approve or Deny a user.
In order to enable this feature, go to the 'Queues' tab on the left navbar and click on 'Settings' on the right tab to configure your Ticket Actions. You will be able to select from all the action types you've set up under Action Destinations.
Some examples of Ticket Actions you may want to configure are:
  • A webhook endpoint that calls your internal admin service to update a user's information
  • A Slack message that alerts your team that an application's status has changed
  • An email to the user letting them know that their application has been approved or denied
You'll be able to create a template for your actions to specify the exact shape of the information you'd like the action to pass through. Your template will pull data in from the data field that is attached to your ticket.
Once you've configured your Ticket Actions, you can click on any of your tickets and click Take Action. Select from the list of available actions to execute the action on that ticket.