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Workflow Engine

Workflow Engine Overview

The Workflow Engine allows you to automate repetitive business processes across SETWorks. Instead of manually assigning tasks, sending notifications, or requesting signatures, workflows automatically respond when specific events occur.

A workflow is made up of two primary components:

  1. An Event – What conditions should the workflow run and how will it trigger
  2. Actions – What should happen next?

Using these building blocks, you can automate processes for referrals, incident reporting, approvals, signatures, onboarding, billing, employment services, and much more.

Common Use Cases

The Workflow Engine can automate many day-to-day processes, including:

  • Notify a supervisor when a Major Incident is submitted.
  • Create onboarding tasks when a new staff member is added.
  • Request signatures after an Activity Record or Form is completed.
  • Alert staff when an authorization is nearing expiration.
  • Send reminders for overdue tasks.
  • Automatically route referrals to the correct team.
  • Trigger AI-powered reviews of documentation before approval.

Many of these scenarios are documented in the workflow examples provided with SETWorks.

How Workflows Work

Every workflow follows the same pattern:

Event       ↓ Conditions       ↓ Actions       ↓ (Optional) Branches

For example:

When an Activity Record is created
If the record type is Community Visit
Then create a Review Task for the Manager

Creating a Workflow

Navigate to:

Settings → Workflow Utility

Select Create Workflow and provide:

  • Workflow Name
  • Description
  • Primary Focus (the area of SETWorks the workflow applies to)
Step 1: Configure the Event

The Event determines when the workflow starts.

Examples include:

  • Record Created
  • Record Updated
  • Form Created
  • Activity Record Created
  • Manual Trigger
  • Scheduled Event

An event can be triggered automatically by the system or manually by a user, such as approving a referral or completing a signature.

After selecting the event, define the conditions that determine when the workflow should run.

Examples:

  • Department = Referral
  • Incident Type = Major Incident
  • Authorization Remaining < 10%
  • Job Start Date added

Multiple conditions can be combined using AND / OR logic to create more advanced business rules.

Step 2: Configure the Actions

Once the event occurs and all conditions are met, the workflow performs one or more actions.

Common actions include:

Create Tasks

Create a task and assign it to the appropriate person or group when a workflow is triggered. Tasks appear on the recipient's Home page, helping ensure required work is completed and tracked.

Tasks can be assigned to:

  • Individual users
  • Roles
  • Assigned staff
  • Departments

When configuring a task, you can specify:

  • Task Name and description
  • Priority
  • Who the task is assigned to
  • Completion type
  • Due date (for example, a set number of days after the task is created)
  • Whether a signature is required
  • Optional schedule

Send Messages

Workflows can send secure messages or SMS notifications to ensure the appropriate people are informed immediately.

Examples include notifying supervisors when an incident is submitted or reminding staff about upcoming deadlines.

Using Branches

Sometimes different actions should occur depending on the information available.

Branches allow a workflow to split into different paths based on additional conditions.

For example:

Translation Request Submitted               │       Guardian Exists?         │             │       Yes            No         │             │ Request Guardian   Notify Staff    Signature

Branches help automate more complex business processes without creating multiple workflows.

Using Signatures

Workflow Signatures allow organizations to automate approval and signing processes. The signatures can be found on the Signatures tab within the Workflow utility. The Signatures are created in the Signature Utility and populate within workflows.

Rather than manually requesting signatures, a workflow can automatically:

  • Determine when a record is ready for signing.
  • Request signatures from one or more people.
  • Control the signing order.
  • Continue the workflow once signatures are complete.
Signatures can be configured for both Forms and Activity Records depending on the business process being automated.AI Workflows

In addition to traditional business rules, workflows can use AI to make decisions based on unstructured information.

Instead of checking simple field values, an AI Branch evaluates content such as documentation, incident narratives, assessments, or case notes using a prompt you define.

Example:

Prompt

Does this documentation demonstrate meaningful progress toward the individual's goals and contain sufficient detail?

If the answer is:

Yes

  • Route to supervisor approval
  • Mark documentation complete

No

  • Return to staff
  • Request additional information

AI can also be used to:

  • Assess incident severity
  • Evaluate referral eligibility
  • Detect crisis risk
  • Recommend PCSP amendments
  • Review billing documentation
  • Identify employment stability concerns

This allows organizations to automate decisions that previously required manual review while still allowing staff to make the final determination when appropriate.

Putting It All Together

A simple workflow might look like this:

Activity Record Created           │           ▼ Department = Employment           │           ▼ Create Manager Review Task           │           ▼ Notify Employment Supervisor

A more advanced workflow might include:

  • Multiple conditions
  • Multiple actions
  • Branching logic
  • Signature requests
  • AI-powered decision making

Together, these capabilities allow organizations to automate routine work, ensure processes are followed consistently, reduce manual effort, and keep the right people informed at the right time.

Instances

Instances provide an audit trail of each time a workflow is triggered and executed. Use Instances to see where a workflow is in its execution, what steps it has completed, and where it may have paused or gotten stuck.