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Action Triggers and Sending Task through ClientConnect/Engage
Action Triggers and Sending Task through ClientConnect/Engage
Updated over a week ago

The information contained on this page is relevant as of Penelope version 4.19.1.0 and above.

Action Triggers

Action Triggers are conditional rules you can create to automatically send messages to Workers when certain criteria are met. You can use Action Triggers to help automate your organization’s processes by building your business rules into Penelope with conditions that reflect your specific needs.

Action Trigger Best Practices

  • Do not set up an empty Worker Category to receive notifications of Engage Documents being completed. You will cause performance issues if there are issues with the Action Trigger going out.

  • Stages – Ensure you’re using logical Action Triggers to send these out. Depending on the Action Trigger and use of your staged Document it might not make sense to use an Action Trigger to send out the stages. Do thorough testing in a training environment prior to turning on in production using the stage completion rules.

  • Checklist Tasks – Do not set the due dates to a different amount of days than what is set for the main Action Trigger. This can cause some issues with completing the documents.

Where can Action Triggers be created?

Action Triggers can be created on the System Administrator side OR on a Document Template. They can be used to send out the following to Workers:

  • Alerts

  • Notifications

  • Workflows

These are commonly used to automate reminders or actions for Workers to take. Each Action Trigger has “Criteria” that will allow the agency to configure when the Action Trigger goes off – this allows you to make sure you’re sending the right reminders for the right workflows.

They can also be used to send out Documents to Individuals using Engage and ClientConnect (see pages below for more information on this).

What happens when the Action Trigger goes off?

Penelope will try to assign the task to the client and send the Action Trigger to the client. The process may vary depending on whether you are using Engage or ClientConnect.

In Engage: The client will receive an email with a link that takes them to the Document or Checklist Task (depending on the Configuration of the Action Trigger).

In ClientConnect: The ClientConnect user will receive an email notifying them that a task is waiting for them in ClientConnect. When they log in to ClientConnect they will have a message in their Inbox and a task in Things I need to do.

What happens if Penelope can’t assign it to the Client?

If Penelope cannot assign the task to a client, it will assign it to either the Worker or add it to the queue of tasks to do for those Workers (this depends on your setup).

What happens if Penelope can’t assign it to a Worker?

Penelope will put an error into the error logs which is not visible to the client. However, this should not happen if the Best Practice steps are followed above.

System Action Triggers

System Action Triggers are configured using your System Administrator login versus Document Template Action Triggers which are configured on the Document Setup page when logged in as a Super User.

The main difference being that Document Template Action Triggers are used specifically to send Alerts/Notifications or create Workflow Tasks based on a set of Document-based parameters that you define, whereas System Action Triggers are focused around other functionality in Penelope (e.g. Service File, Service Events, Individual Profiles etc).

It should be noted that some Action Triggers don’t have the option to send a Document through Engage.

Pre-requisite: A Client Facing Document is created under Document Setup.

Setup System Action Triggers (Document Task)

  1. Log in as a System Administrator and click on Action Trigger Setup.

  2. Click Add in the top right corner of the second box with the list of all the Action Triggers.

  3. Select a Rule Category.

  4. Select an Action Trigger.

  5. Select a Rule Name.

  6. If required for the Action Trigger, fill out any Defining Parameters.

  7. Under What Action to Take click edit.

  8. From Action Type select Workflow.

  9. From Workflow Type select New Document.

  10. Enter a Title. Note this will be sent to the client as the email subject.

  11. Check Assigned to Client (if possible). This will filter the Document drop-down to only Client Facing documents. Please note that if the Action Trigger can send Documents through Engage/ClientConnect a checkbox will display at this point Assigned to Client (if possible). If the Action Trigger cannot, this checkbox does not show.

  12. Select a Document to send through Engage from Document.

  13. Set a Due [x] Days (this determines the Due Date of the Document when the Action Trigger goes off.

  14. In the Rich Text Field enter a message (optional). Note that this message will be sent to Individuals in the email they receive, so make sure it’s appropriate to send to a client.

  15. Click Save.

  16. Under Who Receives the Action click edit.

  17. Select a Worker Category (or Other Worker Recipients depending on the Action Trigger type).

  18. Criteria (optional) can be set so that your Action Triggers will go off in specific scenarios.

  19. Click Enable.

Setup System Action Triggers (Checklist Task)

  1. Log in as a System Administrator and click on Action Trigger Setup.

  2. Click Add in the top right corner of the second box with the list of all the Action Triggers.

  3. Select a Rule Category.

  4. Select an Action Trigger.

  5. Select a Rule Name.

  6. If required for the Action Trigger, fill out any Defining Parameters.

  7. Under What Action to Take click edit.

  8. From Action Type select Workflow.

  9. From Workflow Type select Check List.

  10. Enter a Title. Note this will be sent to the client as the email subject.

  11. Check Assigned to Client (if possible). This will filter the Document drop-down to only Client Facing documents. Please note that if the Action Trigger can send Documents through Engage/ClientConnect a checkbox will display at this point Assigned to Client (if possible). If the Action Trigger cannot, this checkbox does not show.

  12. Select a Document to send through Engage from Document.

  13. Set a Due [x] Days (this determines the Due Date of the Document when the Action Trigger goes off.

  14. In the Rich Text Field enter a message (optional). Please note that this message will be sent to Individuals in the email they receive so make sure it’s appropriate to send to a client.

  15. Click Save.

  16. Click Add under Checklist Workflow and add as many documents as needed for the task.

  17. Under Who Receives the Action click edit

  18. Select a Worker Category (or Other Worker Recipients depending on the Action Trigger type).

  19. Criteria (optional) can be set so that your Action Triggers will go off in specific scenarios.

  20. Click Enable

Some of the Available Action Triggers

This is not the complete list of Action Triggers, for a complete list of all available Action Triggers click here. Please note, although we do our best to keep these lists up to date with each release, sometimes there is a delay in updating them.

Rule Category

Action Trigger

Case

Case File is created

Service File

Service File Participant turns a defined age

Service File

Service File is Created

Assignment

Action Triggers that go off based on system Action Triggers will assign the Document to the Primary Member of the record on the Case, Service file, and Service Event.

Document Template Action Triggers

Pre-Requisites for Document Template Action Triggers:

  • A Client Facing Document is created under Document Setup.

  • The Document you’re adding it on is also Client Facing.

Please note that some Action Triggers don’t have the option to send a Document through Engage.

Setup Document Template Action Triggers (Document Task)

  1. Log in as a user with Allow access to Document Set Up and go to a Document Template.

  2. On the Action Trigger tab of the Document Setup click Add.

  3. Select an Action Trigger.

  4. Select a Rule Name.

  5. If required for the Action Trigger, fill out any Defining Parameters.

  6. Under What Action to Take click edit.

  7. From Action Type select Workflow.

  8. From Attach Action To select either Record that document is associated with or Service File (if applicable).

  9. From Workflow Type select New Document.

  10. Enter a Title. Please note that this will be sent to the client as the email subject.

  11. Check Assigned to Client (if possible). This will filter the Document drop-down to only Client Facing documents. Please note that if the Action Trigger can send Documents through Engage/ClientConnect a checkbox will display at this point Assigned to Client (if possible). If the Action Trigger cannot, this checkbox does not show.

  12. Select a Document to send through Engage from Document.

  13. Set a Due [x] Days (this determines the Due Date of the Document when the Action Trigger goes off.

  14. In the Rich Text Field enter a message (optional). Please note that this message will be sent to Individuals in the email they receive so make sure it’s appropriate to send to a client.

  15. Click Save.

  16. Under Who Receives the Action click edit.

  17. Select a Worker Category (or Other Worker Recipients depending on the Action Trigger type).

  18. Criteria (optional) can be set so that your Action Triggers will go off in specific scenarios.

  19. Click Enable

Setup Document Template Action Triggers (Checklist Task)

  1. Log in as a System Administrator and click on Action Trigger Setup.

  2. Click Add in the top right corner of the second box with the list of all the Action Triggers.

  3. Select a Rule Category.

  4. Select an Action Trigger.

  5. Select a Rule Name.

  6. If required for the Action Trigger, fill out any Defining Parameters.

  7. Under What Action to Take click edit.

  8. From Action Type select Workflow.

  9. From Workflow Type select Check List.

  10. Enter a Title. Please note that this will be sent to the client as the email subject.

  11. Check Assigned to Client (if possible). This will filter the Document dropdown to only Client Facing documents. Please note that if the Action Trigger can send Documents through Engage/ClientConnect a checkbox will display at this point Assigned to Client (if possible). If the Action Trigger cannot, this checkbox does not show.

  12. Select a Document to send through Engage from Document.

  13. Set a Due [x] Days (this determines the Due Date of the Document when the Action Trigger goes off.

  14. In the Rich Text Field enter a message (optional). Note that this message WILL be sent to Individuals in the email they receive so make sure it’s appropriate to send to a client.

  15. Click Save.

  16. Click Add under Checklist Workflow and add as many documents as needed for the task.

  17. Under Who Receives the Action click edit.

  18. Select a Worker Category (or Other Worker Recipients depending on the Action Trigger type).

  19. Criteria (optional) can be set so that your Action Triggers will go off in specific scenarios.

  20. Click Enable

Some of the Available Document Action Triggers

For a complete list of all available Document Action Triggers click here. Please note that although we do our best to keep these lists up to date with each release, sometimes there is a delay in updating them.

Assignment

Action Triggers that are built off Documents will send out Document Tasks or Checklist Tasks to the Completed For Individual.

*Alternative search term – Client Connect.

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