Case Actions

Add Comment to Case

Add a comment to a chosen Case

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case
Comment	The Content of the Comment to add to the Case

Append Attachment to Case Overview

This action appends an attachment to the overview of a Case.

Note: Ensure that the attachment is an image; otherwise, it will appear as a broken file icon in the case overview.

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case
Attachment ID	The ID of the attachment. It needs to use the `attachment` field of the attachment
Width	The width of the attachment in pixels. The height will automatically adjust to maintain the image’s proportions

Append Tags to Case

This action appends tags to your Case. The new tags are in addition to the existing case tags.

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case
Tags	Tag Options

Append to Case Overview

This action appends a text to the overview of a Case.

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case
Overview	text to append to the case overview

Generate Case Summary

In the ‘Generate Case Summary’ action, you can either create a new summary or update an existing Case Summary field with newly generated content.

Parameter	Description
Case ID	The unique identifier of the case to update. You can provide either the `id` or the `case_id` field from the Case object.
Mode	Determines how the newly generated summary is applied to the Case Summary field: Prepend – Adds the newly generated summary to the Case Summary Overwrite – Replaces the existing Case Summary entirely with the newly generated version.

Ask a Question on a Case

Submit a question linked to a specific Case. The question will appear in the selected case’s timeline, where it can be reviewed and answered by analysts. The Ask a Question on a Case action will remain paused until an answer is received, the action’s timeout is reached, or the default timeout occurs. Once any of these conditions are met, the workflow execution will resume.

If no timeout (in minutes) or default timeout response is configured, the standard workflow execution limits will apply.

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case.
Question Title	A short, descriptive title for the question (used to identify it in the Case Overview).
Question	The full text of the question you want to ask the user.
Answers	Possible answers, separated by commas.
Advanced – Answer in free text	Allows users to respond to a question in the selected case’s overview with their own custom response, instead of choosing from predefined options.
Advanced- Timeout in minutes (optional)	The time allowed for a user to respond.
Advanced- Default timeout response (optional)	Default value if no response is received before the timeout.

Close Case

Changing the status of a Case to Closed by filling in the following parameters in the step.

Parameter	Description
Case	The ID of the Case. It can be the `id` or the `case_id` field of the Case.
Close Reason	Reason for closing the Case - Automatically Resolved, Completed, False Positive, Duplicate or No action needed.
Close Details	Details about closing the Case
Close Linked Tasks	Close all non-blocking tasks linked to the case

Create Case

Adding a Case to the Case Management Table by filling in the following parameters in the step.

Parameter	Description
Case Name	The name of the case.
Status	The case’s status.
Case Type	The type of case.
Case Manager	The email address of the user who created the case. If no case manager is specified, the case will be created with an unassigned case manager
Severity	The severity rank of your Case. It can be: Low, Medium, High or Critical.
SLA	The duration of time within which a task pertaining to the case must be completed before the SLA time period is reached.
Tags	Tags linked to the case.
Vendors	The Vendor associated with the case.
Overview	A brief summary of the case.
Collaborators	Users who collaborate on the case.
Custom Fields (JSON Format)	Add a Custom Field in JSON format. Please note that this applies only if you have manually added a custom record column to the subject table.
Advanced- Dedup Table	The selected table to evaluate the duplicated condition (Dedup Condition) against.
Advanced- Dedup Condition	The duplicate condition to check whether to insert the record or not. When the condition is met, the record will not be inserted.
Advanced- Linked Observables	The Name and ID of the Observable you want to link to the Case.
Advanced- Linked Alerts	The Name and ID of the Alert you want to link to the Case.
Advanced- Linked Attachments	The Name and ID of the Attachment you want to link to the Case.
Advanced- Linked Tasks	The Name and ID of the Tasks you want to link to the Case.
Advanced- Linked Cases	The Name and ID of a different Case you want to link to the Case

Delete Case

Deleting a Case from the Case Management Table by filling in the case ID. The ID can be the display ID e.g. INC-00001 or the GUID of the case, obtainable from the case object.

Parameter	Description
Case	The ID of the Case. It can be the `id` or the `case_id` field of the Case

Get Full Case Details

The ‘Get Full Case Details’ action retrieves all information related to the selected case, including timeline, linked Case Management records, and linked custom tables records data, and returns it in JSON format.

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case

Export Case

Exports the given case and its relevant data as a Zip containing:

PDF file containing case details (metadata and overview).
CSV file containing the case timeline.
CSV files for all related case management tables.
Attachment files associated with the case.

Note: The maximum size of a file created by a step is 1TB.For more information, see Files Limitations and Workflow Runtime Limitations.

Parameter	Description
Case ID	Use the variable picker to select either the `id` or the `case_id` of the case to be updated from a previous step or the workflow inputs. Alternatively, you can choose a specific case directly from the dropdown menu.
File Identifier	The identifier of the file. This will be used as input for subsequent steps. Please ensure the file identifier ends with `.zip`.

Get Case URL

Get a specific Case’s URL address.

Parameter	Description
Case ID	The ID of the Case It can be the `id` or the `case_id` field of the Case

List Timeline Events

List a case’s timeline events.

Parameter	Description
Case ID	Use the variable picker to select the `id` of the case to be updated from a previous step or the automation inputs. Alternatively, you can choose a specific case directly from the dropdown menu.
Event Type	Filter the timeline events by specific event types. Multiple event types can be selected.
From	The start date for filtering timeline events.
To	The end date for filtering timeline events.
Limit	Limit the number of results.
Offset	The offset of the results.

Note

You can only share a Case if a user has a Blink account
If a Case is shared with a user who has only viewer permissions for Case Management, but their overall user role (e.g., “Owner” with full access) allows for more permissions, they will still be able to edit the Case. In this scenario, their higher role permissions override the “Viewer” restriction on the shared Case.

Parameter	Description
Share Action	1. Add Shared Users and Groups: Adds the selected users and groups to the existing list of shared users without removing any current access permissions. or 2.Overwrite shared users and groups: Replaces all previously shared users and groups with the new selection, removing access permissions for anyone not included in this update
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case.
Share Scope	Determines whether a user with whom the case is shared has `Viewer` or`Edit` RBAC permissions.
Users and Groups	The internal user or group to share the selected case with.

Unshare Case

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case.
Users and Groups	The internal user or group to share the selected case with.

Update Case

Updating Case in the Case Management Table by filling in the following parameters in the step. This action overwrites the existing data of the case.

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case
Case Name	The name of the case.
Case Type	The type of the case.
Case Manager	The email address of the person who created the case
Severity	The severity rank of your Case. It can be: Low, Medium, High or Critical
SLA	The duration of time within which a task pertaining to the case must be completed before the SLA time period is reached
Tags	Tags linked to the case
Vendors	Vendors involved in the case
Overview	A brief overview of the case.
Case Summary	A brief summary of the case.
Status	The case’s status.
Collaborator	Email Address of people collaborating on the case with you
Custom Fields (JSON Format)	Add a Custom Field in JSON format. Please note that this applies only if you have manually added a custom record column to the subject table.

Update Case Status SLA

Changing the Case Status SLA by filling in the following parameters in the step.

Note: Use the variable picker to select either the id or the case_id of the case to be updated from a previous step or the Workflows inputs. Alternatively, you can choose a specific case directly from the dropdown menu.

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case
Status	The case’s status
SLA	The time duration in Days, Hours, or Minutes.

Escalate Case

The Escalate Case action is used to elevate a selected case to a higher level of attention, priority, or ownership. This action ensures that the case is formally marked as escalated and that all required escalation details are captured in a structured and consistent manner. When triggered, the action records the reason for escalation and any additional information defined in the Escalation Form settings.

Parameter	Description
Case ID	The unique identifier of the case. This can be either the `id` or the `case_id` field of the case record.
Escalation Reason	A required explanation describing why the case is being escalated (e.g., severity increase, SLA breach, need for higher-level investigation).
Additional Fields	Any extra fields configured in the Escalate Case Form section of Case Management Settings. These fields are dynamic and depend on your environment configuration (e.g., vendors, attachments, tags, case manager).

Card Actions

When using HTML in the rich text editor, only elements supported by the rich text editor will be rendered. Any unsupported HTML may not be displayed as expected.

Create Card

Create a new card and add it to a custom tab within a case. Cards allow you to display formatted information, notes, or investigation details directly inside the case interface.

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case
Tab Name	The name of the custom tab where the card will appear. Create a custom tab in your Case Management Settings.
Card Name	The title of the card as it will appear in the case tab.
Rich Text	The formatted content to include in the card. This field supports rich text for structured notes, investigation details, or other contextual information.

Create HTML Card

Create a new HTML card and add it to a custom tab within a case. Cards allow you to display formatted information, notes, or investigation details directly inside the case interface.

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case
Tab Name	The name of the custom tab where the card will appear. Create a custom tab in your Case Management Settings.
Card Name	The title of the card as it will appear in the case tab.
HTML Content	The HTML content to include in the card.

Update Card

Update an existing card within a case. This action allows you to modify the card by either replacing its content or adding new content to the existing text. Two update methods are supported:

Overwrite – Replaces the card’s name and/or its existing content with the new values provided.
Append – Adds the provided rich text to the end of the card’s current content without removing what is already there.

Parameter	Description
Case ID	The unique identifier of the case where the card exists. This can be either the `id` or the `case_id` field of the case.
Card ID	The unique identifier of the card you want to update.
Method	Determines how the update is applied: Append adds the provided rich text to the existing card content, while Overwrite replaces the card’s current name and content with the new values.
Card Name	The updated name or title of the card. This is typically used when the Overwrite method is selected.
Rich text	The rich text content to add or replace in the card, depending on the selected update method.

Update HTML Card

Update an existing HTML card within a case.

Parameter	Description
Case ID	The unique identifier of the case where the card exists. This can be either the `id` or the `case_id` field of the case.
Card ID	The unique identifier of the card you want to update.
Card Name	The updated name or title of the card. This is typically used when the Overwrite method is selected.
HTML Content	The HTML content to add or replace in the card, depending on the selected update method.

Clear Card

This action removes all content from an existing card within a case, effectively resetting it while keeping the card itself intact.

Parameter	Description
Case ID	The unique identifier of the case containing the card. This can be either the `id` or the `case_id` field of the case.
Card ID	The unique identifier of the card whose content you want to clear.

Delete Card

This action deletes the card entirely

Parameter	Description
Case ID	The ID of the Case. It can be the `id` or the `case_id` field of the Case
Card ID	The ID of the Card, you want to delete

Clear Tab

This action removes all cards within a specific tab for a given case, while keeping the tab itself intact.

Note: You can only delete or edit a tab in the Case Management Settings

Parameter	Description
Case ID	The unique identifier of the case containing the tab. This can be either the `id` or the `case_id` field of the case.
Tab Name	The name of the tab you want to clear. All cards within this tab for the selected case will be deleted.

Notes Actions

Create Note

This action creates a new note and attaches it to the selected case in the Case Overview

Parameter	Description
Linked Case	The case where the note will be created
Content	The text or details you want to include in the note

Update Note

This action updates an existing note within the selected case.

Parameter	Description
Linked Case	The case that contains the note you want to update
Note ID	The unique identifier of the note you want to modify
Content	The new or updated text that will replace the existing note content

List Notes

This action retrieves all notes associated with the selected case.

Parameter	Description
Linked Case	The case from which all associated notes will be retrieved

Get Note

This action retrieves the details of a specific note from the selected case.

Parameter	Description
Linked Case	The case that contains the note you want to retrieve
Note ID	The unique identifier of the note you want to view

Delete Note

This action permanently deletes a note from the selected case.

Parameter	Description
Linked Case	The case that contains the note you want to delete
Note ID	The unique identifier of the note you want to remove

Case Management

Automated Case Management

Case Management Interface

Agent Blink

Triggers & Actions

Case Management Settings