Workflows define an automated case management process in Case IQ to guide users through the steps to close a case (see Workflows Overview for more). System Administrators can build workflows (see steps in Add a Workflow) to ensure case investigations follow a specific organization process and automatically execute tasks such as case assignments, emails, in-app and browser notifications, escalations, and status or sub-status changes.

A general workflow relevant to HR investigations has been provided below, which you can modify to fit the needs of your organization. You can download this workflow configuration from the links in the table below. This article also summarizes the workflow in a flowchart and describes all the workflow's statuses and steps. Refer to the Configuration Export and Import article to learn how to import this configuration into your application.

Investigation Workflow Statuses:

1. Triage: during "Triage", the case manager reviews the case, determines whether an investigation is required, and provides priority of a case (Critical, High, Moderate, Low) and assigns a case owner or investigator for that case accordingly.
2. No Investigation Required: once it is determined by the case manager during the triage phase that no investigation is required for a specific case, it is marked as "No Investigation Required" and the case file is closed. 
3. Investigation Required: the case status changes to "Investigation Required" when the case manager determines that the case needs to be investigated during their triage review. 
4. Refer to Other Department: if the given case needs attention from other departments such as Fraud, Security, etc., the status is set to "Refer to Other Department". The case manager documents to which department this case should be referred. 
5. Investigation Planning: if a case requires investigation, it moves to the "Investigation Planning" status, where the investigator plans different phases of the investigation, such as contacting the parties (witness, reporter, subject, etc.), identifying resources to conduct the investigation, and collecting the evidence. 
6. Planning Complete: once the investigator has completed planning, the case goes into the "Planning Complete" phase while the investigator waits for additional information on resources, interview schedules, etc. 
7. Interview and Evidence Gathering: the investigator carries out the investigation by reviewing the evidence and interviewing the involved parties.
8. Document Findings and Outcome: the investigator documents the interview notes, evidence review and other findings and the outcome of the case is determined.
9. Case Closed: the resolution of the case is determined and the case file is closed.
10. Reopen Case: if any additional information needs to be added to the case or the investigation needs to be reopened, it goes to the "Reopen Case" phase and the case reset to "Triage" status.

Investigation Workflow Steps:

1. Triage > No Investigation Required 
2. Triage > Investigation Required
3. Triage > Refer to Other Department
4. No Investigation Required > Case Closed
5. Investigation Required > Investigation Planning
6. Investigation Planning > Planning Complete
7. Planning Complete > Interview and Evidence Gathering
8. Interview and Evidence Gathering > Document Findings and Outcome
9. Document Findings and Outcome > Case Closed
10. Refer to Other Department > Document Findings and Outcome
11. Case Closed > Reopen
12. Reopen > Triage