Parking Complaint Handling — v2.1 (Active)
Form submitted
AI: Classify complaint
Agent
X
Severity
Fetch case from SBSYS
n8n
Review & decide
Human task
AI: Draft response
Agent
Approve response
Human task
Send via Digital Post
n8n
Closed
Status
Active
Running instances (active cases)
12 — view instances
Avg completion
2.4 days
Waiting for human
4
Dependencies
SBSYS, Digital Post, OS2Forms
Est. time saved / case
45 min
Changes in v2.1 (vs v2.0)
+ Added step: "AI: Classify complaint" (Agent)
+ Added gateway: Severity-based routing
~ Modified step: "Review & decide" — now receives AI classification context
− Removed step: "Manual triage" (replaced by AI classification)
Version History
v2.1
v2.1 — Current (Active)
Deployed 3 Apr 2026 by Jesper P.
Added AI classification step, reduced manual triage
v2.0
v2.0
Deployed 12 Feb 2026 by Maria K.
Integrated SBSYS case fetch, Digital Post dispatch
v1.0
v1.0
Deployed 5 Nov 2025 by Jesper P.
Initial process — fully manual workflow
Employee Onboarding — v1.3 (Active)
Manager request
Fill onboarding form
Human task
HR approves hire
Human task
Create AD account
n8n
Provision equipment
n8n
AI: Generate welcome pack
Agent
X
Role type
Assign system access
n8n
Manager confirms ready
Human task
Send welcome email
n8n
Onboarded
Status
Active
Running instances (active cases)
3 — view instances
Avg completion
4.8 days
Waiting for human
2
Dependencies
AD / Entra ID, KMD, Email
Est. time saved / hire
3.5 hours
New
3
Review parking complaint — Nørregade 12
Verify address data — Batch import #89
HR approval — New hire, Parks Dept.
In Progress
2
Approve response — Building permit #4421
Review GDPR data export request
Waiting
2
Confirm equipment ready — New hire IT Dept.
Parking complaint — Awaiting site inspection
Done
4
Approve response — Parking #3318
Invoice approval — KMD batch #221
Onboarding complete — M. Hansen, Libraries
Address change — Batch #87 verified
Approve response — Building permit #4421
Building Permit Processing · Step 6 of 8
Context
Citizen Lars M. submitted a building permit application for a carport at Skanderborgvej 42. The application has been reviewed by the AI agent, which classified it as a standard residential permit (category B). The case has been matched to the property in KMD and validated against local zoning rules. An AI-drafted response is ready for your approval below.
AI-Drafted Response
Response to citizen
AI-generated draftKære Lars M.,
Tak for din ansøgning om byggetilladelse til opførelse af carport på ejendommen Skanderborgvej 42, 8260 Viby J.
Vi har gennemgået ansøgningen i henhold til BR18 og lokalplan 1082. Projektet opfylder kravene til afstandsforhold, bebyggelsesprocent og højde.
Din byggetilladelse er hermed godkendt med følgende vilkår:
- Byggeriet skal påbegyndes inden 1 år
- Færdigmelding skal indsendes ved afslutning
- Byggeriet skal udføres i overensstemmelse med det indsendte materiale
Med venlig hilsen
Byggesagsafdelingen, Aarhus Kommune
OS2Forms → SBSYS Case Creation
When a form is submitted in OS2Forms, create a case in SBSYS and attach the form data.
OS2Forms
SBSYS
Email
Digital Post Dispatch
Send approved responses to citizens via Digital Post. Handles formatting, attachments, and delivery confirmation.
Digital Post
SBSYS
KMD Invoice Reconciliation
Daily reconciliation of invoices between KMD Finance and internal tracking. Flags discrepancies.
KMD
PostgreSQL
Slack
Address Validation Batch
Validates citizen addresses against DAWA and enriches records with municipality codes.
DAWA API
PostgreSQL
OS2Forms → SBSYS Case Creation
Active
Description
When a form is submitted in OS2Forms, create a case in SBSYS and attach the form data. Handles field mapping, validation, and error notifications.
Statistics
Runs this month
1,247
Success rate
99.8%
Avg duration
1.2s
Last run
3 min ago
Workflow steps
1
Trigger: OS2Forms webhook — form submission received
2
Transform: Map form fields to SBSYS case schema
3
Validate: Check required fields (CPR, address, category)
4
Create: POST to SBSYS API — create case with attachments
5
Notify: Send confirmation email to submitter
Connectors
OS2Forms
SBSYS
Email
Actions
Active processes
47
across 8 process types
↑ 12% vs last month
Completed this month
312
avg 2.1 days to complete
↑ 8% faster
Hours saved
234h
approx 6.5 FTE this month
↑ 18% vs last month
Pending human tasks
14
avg wait: 3.2 hours
↓ 2h longer than target
Process completions per day (last 14 days)
120
90
60
30
0
By automation type
Human tasks (45%)
Integrations (27%)
AI agents (16%)
Automated (12%)
My Chats
Jesper P. — personal chats
Process vs automation
Today, 10:15
SBSYS integration errors
Yesterday, 14:30
Draft parking complaint flow
Apr 15
KMD field mapping help
Apr 12
How to set up Digital Post
Apr 10
+ New chat
General assistant — ask about processes, automations, or platform capabilities
Agent management is restricted to administrators. Agents have access to connected systems and can perform actions on behalf of users.
Complaint Classifier
Classification & routing
Classifies incoming citizen complaints by type and severity. Routes to appropriate department and sets initial priority.
SBSYS Expert
NLP Classification
Priority Scoring
Response Drafter
Citizen communication
Drafts formal responses to citizens in Danish, following municipality communication guidelines and legal templates.
Danish Language
Legal Templates
BR18 Expert
Digital Post Format
Onboarding Assistant
HR & IT provisioning
Generates personalized welcome packs, coordinates system access provisioning, and ensures all onboarding steps are completed.
AD / Entra ID
KMD HR
Welcome Pack Gen
Create new agent
Define skills, system access, and behavior
Create an agent with specific expertise and skills. Configure which systems it can access and what actions it can perform.
+ Add skills
Complaint Classifier
Classification & routing
Active
Description
Classifies incoming citizen complaints by type and severity. Routes to the appropriate department and sets initial priority based on content analysis, historical patterns, and regulatory requirements.
Statistics
Runs this month
1,340
Accuracy
96.2%
Avg response time
0.8s
Used in processes
2
Skills
SBSYS Expert
Understands SBSYS case structure, categories, and field mappings
NLP Classification
Analyzes complaint text to determine type, severity, and urgency
Priority Scoring
Assigns priority based on severity, SLA requirements, and queue depth
System access
SBSYS (read/write)
OS2Forms (read)
PostgreSQL (read)
Actions
Identity Provider (Keycloak)
Keycloak URL
https://keycloak.aarhus.dk/auth
Realm
aarhus-kommune
Client ID
orchestration-studio
Status
Connected
SSO / Federation
Federation type
SAML 2.0
Identity provider
Microsoft Entra ID
Entity ID
login.microsoftonline.com/aarhus
Metadata
Auto-configured
Status
Active
Role Mapping (AD Groups → Platform Roles)
| AD Group | Platform Role |
|---|---|
| AAK-IT-Admins | Administrator |
| AAK-Process-Designers | Process Designer |
| AAK-Managers | Manager |
| AAK-Caseworkers | Caseworker |
| AAK-Leadership | Manager (read-only) |
Session Management
Session timeout
8 hours
Idle timeout
30 minutes
Max concurrent sessions
3 per user
Remember me
Enabled (14 days)
Operational monitoring for IT administrators. In production, this view links to Grafana dashboards powered by OpenTelemetry metrics and PostgreSQL process data.
Flowable engine
Healthy
Uptime: 34 days
n8n workers
3/3 running
Queue depth: 2
PostgreSQL
Healthy
Connections: 24/100
Alerts (24h)
1 warning
0 critical
API response time (95th percentile, last 24h)
500ms
375ms
250ms
125ms
0
Errors by component
n8n
2
Flowable
0
Postgres
0
Recent alerts
| Time | Severity | Component | Message |
|---|---|---|---|
| Today, 11:42 | Warning | n8n | KMD Invoice Reconciliation failed — connection timeout (retry scheduled) |
| Yesterday, 22:15 | Resolved | PostgreSQL | Connection pool at 85% — auto-scaled, now at 24% |
| Apr 7, 09:30 | Resolved | Flowable | Async job executor backlog exceeded threshold — cleared within 5 min |