Tines Cases is our case-management solution: a shared, real-time workspace where people coordinate the human side of the work. Automation handles your established, repeatable processes, and Cases gives your team somewhere to track, enrich, and resolve the new or unknown, by commenting, taking action, and reporting on progress together.
From Tines 3B, you don't rebuild any of that. You connect to Cases and drive it from your workflows and from chat, so a Tines 3B workflow can open a case when something needs a human, keep it updated as work progresses, and close it out when the work is done.
With Cases, you can:
Organize your team around a single case.
Collaborate in real time on the steps to triage and remediate.
Take actions based on the information in front of you.
Automate the repeatable parts with 3B workflows and other systems.
Report on what happened and share the outcome with leadership.
Cases works best alongside Records, which is a way to structure event data as queryable tables. Records are often linked to cases as evidence in an investigation. You can then visualize data from records and cases to monitor what's happening across your team's work.
How Cases fits with Tines 3B
Cases and Records live independently of Tines 3B, and a Tines 3B workflow reaches them over the Tines API. You connect once and reuse that connector everywhere:
One connector for everything. Cases, records, and the rest of the Tines API all go through the same Tines Stories connector.. When you ask Tines 3B to work with a case, it looks for an existing Tines Stories connector first and reuses it, and only prompts you to create one if none exists.
Driven from a workflow or chat. You can open, update, close, search, and manage cases from a Tines 3B workflow step or straight from chat. The same goes for records and a case's sub-resources, like comments, subscribers, and activities.
Built on the live API docs. Case and record payloads have fields that aren't obvious, so Tines 3B reads the specific per-endpoint documentation before it writes a call rather than guessing. Each case operation, each sub-resource, and each record operation has its own reference doc.
Because this all runs through the API, your case data stays in Tines. Tines 3B is the place you automate it.
Key features of Cases
The table below outlines what you can do with Cases.
Feature | Description |
Correlation | Search and correlate cases in the UI and via the API by record data, case metadata, tags, and more. |
Automation | Capture granular changes to cases with case webhook notifications, so you can build custom responses in your workflows. |
Remediation | Take action from a case using case buttons, which link out to your existing Tines automations by webhook or page. |
Customization | Shape key processes to your team by defining your own case statuses, tags, closure requirements, SLAs, and custom roles. |
Reporting | Export individual case data and reporting views for use outside Tines. |
Working with Records
Records are structured, queryable tables. A record type defines the typed fields, and each record is a row of values for those fields. Records can stand on their own, and a single record can also be linked to one or more cases, for example when it's a piece of evidence in an investigation.
From a Tines 3B workflow, records sit under the same connector as cases. You can create and query records, define their schemas, and link records to a case so the people working that case have the structured context they need.
Learn when to use Cases or Records here.
Getting started from a workflow
To start working with Cases from Tines 3B:
Ask Tines 3B to find an existing Tines Stories connector, or to help you create one if you don't have it yet.
Describe what you want to happen in plain language, for example, "open a case when this alert fires," "add a comment summarizing the findings," or "close the case once the record is resolved."
Let Tines 3B read the relevant endpoint documentation and build the call, and review the result before you push the workflow live.
From there, you can layer in records, comments, subscribers, and buttons to fit the case to your team's process.