Drupal - OpenText Workflow Service Integration and Automation

Common Integration Use Cases Between Drupal and OpenText Workflow Service

1. Public Service Request Submission to Case Workflow

Flow: Drupal ? OpenText Workflow Service

Citizens, customers, or employees submit requests through Drupal forms for services such as permits, benefits, complaints, or onboarding. Drupal captures the structured data, attachments, and user details, then sends the request to OpenText Workflow Service to create and route a case for review, approval, or investigation.

• Reduces manual intake and email-based processing
• Ensures consistent routing based on request type, location, or priority
• Improves tracking, auditability, and service-level compliance

2. Content Approval and Publishing Governance

Flow: Drupal ? OpenText Workflow Service

Organizations can use OpenText Workflow Service to manage editorial approvals for Drupal content such as policy pages, news articles, campaign landing pages, or regulated disclosures. Drupal authors submit content for review, and OpenText Workflow Service orchestrates legal, compliance, and business approvals before publication.

• Supports multi-step approval chains across departments
• Provides clear accountability for regulated or high-risk content
• Helps prevent unauthorized or premature publishing

3. Document and Attachment Review for Submitted Forms

Flow: Drupal ? OpenText Workflow Service

When users upload supporting documents through Drupal, such as identity proofs, contracts, applications, or claims evidence, Drupal can pass the files and metadata to OpenText Workflow Service. The workflow then assigns review tasks to the appropriate team for validation, exception handling, or approval.

• Speeds up document-heavy processes
• Centralizes review and exception handling
• Improves compliance with document retention and audit requirements

4. Customer or Employee Onboarding Orchestration

Flow: Drupal ? OpenText Workflow Service

Drupal can serve as the front-end portal for onboarding new customers, partners, students, or employees. After the user completes the onboarding journey, Drupal sends the collected data to OpenText Workflow Service to trigger downstream tasks such as identity verification, account setup, approvals, and notifications.

• Creates a guided self-service onboarding experience
• Coordinates tasks across HR, operations, IT, and compliance teams
• Reduces delays caused by fragmented handoffs

5. Workflow Status Display in Self-Service Portals

Flow: OpenText Workflow Service ? Drupal

OpenText Workflow Service can send case or task status updates back to Drupal so users can check progress on submitted requests without contacting support. Drupal displays milestones such as received, under review, awaiting documents, approved, or completed.

• Improves transparency for external and internal users
• Reduces call center and help desk inquiries
• Enhances user experience through real-time status visibility

6. Exception Escalation and Rework Management

Flow: OpenText Workflow Service ? Drupal

If a workflow identifies missing information, policy exceptions, or rejected submissions, OpenText Workflow Service can notify Drupal to prompt the user for corrective action. Drupal then presents the required updates, additional documents, or resubmission steps in the portal.

• Shortens resolution cycles for incomplete requests
• Provides a controlled rework loop for users
• Reduces back-and-forth communication by email

7. Multi-Site Request Routing and Centralized Processing

Flow: Drupal ? OpenText Workflow Service

Enterprises running multiple Drupal sites, such as regional portals, brand sites, or department sites, can route all submitted requests into a single OpenText Workflow Service instance. The workflow engine then classifies, prioritizes, and assigns work to the correct shared service team or regional office.

• Standardizes processing across multiple websites
• Supports shared services and centralized operations models
• Improves scalability for large organizations with distributed portals

8. Knowledge Article or Policy Change Request Management

Flow: Drupal ? OpenText Workflow Service

Business users or content owners can submit requests in Drupal to create, update, or retire knowledge articles, policy pages, or service instructions. OpenText Workflow Service manages the review, approval, and implementation workflow, ensuring the right stakeholders validate changes before publication.

• Maintains content accuracy and governance
• Supports cross-functional review for sensitive information
• Improves consistency across customer-facing and internal content