Drupal - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Drupal and OpenText Core Case

1. Public Service Request Intake to Case Creation

Flow: Drupal to OpenText Core Case

Drupal can serve as the public-facing intake portal for citizens, customers, or partners to submit service requests, complaints, or inquiries. When a form is submitted, the data is automatically created as a new case in OpenText Core Case, including attachments, contact details, category, and priority.

Business value: Reduces manual re-entry, speeds up case initiation, and ensures every request is tracked in a controlled case workflow.

2. Knowledge Base Articles Linked to Active Cases

Flow: Bi-directional

Drupal can publish approved knowledge articles, FAQs, and self-service guidance while OpenText Core Case can surface relevant case-related content to agents handling investigations or resolutions. Case outcomes and recurring issue patterns from OpenText Core Case can also inform new or updated Drupal content.

Business value: Improves self-service deflection, shortens resolution time, and keeps public content aligned with real operational issues.

3. Customer or Citizen Portal for Case Status Tracking

Flow: OpenText Core Case to Drupal

Drupal can provide a secure portal where users log in to view case status, assigned owner, next steps, and requested documents. OpenText Core Case remains the system of record, while Drupal presents a simplified, branded experience for external users.

Business value: Reduces inbound calls and emails, improves transparency, and gives users a consistent self-service experience.

4. Document Submission and Evidence Collection

Flow: Drupal to OpenText Core Case

Drupal forms and content workflows can collect supporting documents such as identity proofs, claim files, compliance evidence, or application attachments. These files and metadata are passed into OpenText Core Case and attached to the relevant case for review and decisioning.

Business value: Ensures complete case files, improves auditability, and helps teams process cases faster with fewer follow-ups.

5. Multi-Step Review and Approval Workflows

Flow: OpenText Core Case to Drupal

When a case requires external review, approval, or publication, OpenText Core Case can trigger Drupal workflows for content review, legal approval, or public posting. For example, a resolved complaint summary, policy update, or service notice can be routed through Drupal editors before publication.

Business value: Supports controlled publishing, strengthens governance, and connects operational case outcomes to external communications.

6. Complaint or Incident Escalation from Website Interactions

Flow: Drupal to OpenText Core Case

Drupal can capture high-priority website interactions such as negative feedback, incident reports, accessibility complaints, or escalation requests. Based on rules such as topic, severity, or user type, the interaction is converted into a case in OpenText Core Case and routed to the appropriate team.

Business value: Enables faster escalation handling, improves service recovery, and ensures urgent issues are not lost in general web traffic.

7. Case-Driven Content Personalization and Messaging

Flow: OpenText Core Case to Drupal

OpenText Core Case can provide case attributes such as case type, status, or customer segment to Drupal so the portal can display tailored messages, next-step instructions, or relevant content. For example, a user with an open claims case may see specific guidance, deadlines, or required actions.

Business value: Makes the portal more relevant, reduces confusion, and helps users complete case-related tasks correctly.

8. Operational Reporting and Content Improvement Feedback Loop

Flow: Bi-directional

Drupal analytics can show which pages, forms, or help articles generate the most case submissions, while OpenText Core Case can provide data on case volume, resolution time, and recurring issue categories. Together, these insights help teams identify content gaps, simplify workflows, and reduce avoidable case creation.

Business value: Improves service design, lowers case volume over time, and aligns digital content with actual customer or citizen needs.