Gmail - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Gmail and OpenText Core Case

1. Email-to-Case Intake for Customer Requests

Flow: Gmail ? OpenText Core Case

Customer service teams can automatically create a new case in OpenText Core Case when a customer sends an email to a shared Gmail inbox. The email subject, body, sender details, and attachments are captured as case data, ensuring every request is tracked from the moment it arrives.

• Reduces manual triage and missed emails
• Creates a consistent intake process for support, claims, or complaints
• Improves response times and accountability

2. Case Updates and Status Notifications by Email

Flow: OpenText Core Case ? Gmail

When a case changes status, reaches a milestone, or requires action, OpenText Core Case can send automated email notifications through Gmail to case owners, approvers, or external stakeholders. This keeps participants informed without requiring them to log into the case system constantly.

• Supports timely action on pending tasks and approvals
• Improves visibility for internal teams and customers
• Reduces follow-up calls and manual status checks

3. Email Attachment Capture into Case Records

Flow: Gmail ? OpenText Core Case

Documents received by email, such as invoices, claim forms, evidence files, or compliance correspondence, can be automatically attached to the relevant case in OpenText Core Case. Rules based on sender, subject, or keywords can route the content to the correct case type.

• Centralizes supporting documents in one case file
• Improves auditability and document traceability
• Helps teams work from a complete case record

4. Approval and Review Workflow via Email Actions

Flow: OpenText Core Case ? Gmail

OpenText Core Case can send approval requests to Gmail, allowing managers or reviewers to respond from their inbox. Their reply or action can be used to update the case outcome, such as approving a claim, rejecting a request, or asking for more information.

• Speeds up decision-making for distributed teams
• Supports email-based participation for occasional users
• Reduces friction in review and authorization processes

5. Escalation Management for Aging or High-Risk Cases

Flow: OpenText Core Case ? Gmail

When a case exceeds its service level target, remains unresolved too long, or meets a risk threshold, OpenText Core Case can trigger escalation emails through Gmail to supervisors or specialist teams. The message can include case summary, priority, and next required action.

• Improves SLA compliance and operational control
• Ensures urgent cases receive attention quickly
• Supports structured escalation across departments

6. Case Summary Distribution to Stakeholders

Flow: OpenText Core Case ? Gmail

At key points in the case lifecycle, OpenText Core Case can generate and email case summaries, progress reports, or closure notices to internal stakeholders or external parties. This is useful for claims updates, complaint resolution, or compliance investigations where regular communication is required.

• Keeps stakeholders informed with minimal manual effort
• Standardizes communication content and timing
• Improves transparency across the case lifecycle

7. Shared Inbox to Case Assignment for Cross-Team Operations

Flow: Gmail ? OpenText Core Case

Organizations using a shared Gmail inbox for operations, legal, HR, or customer support can route incoming messages into OpenText Core Case and assign them to the appropriate team or investigator. This creates a controlled handoff from email intake to structured case handling.

• Prevents inbox overload and duplicate handling
• Improves ownership and workload distribution
• Supports cross-functional collaboration in one case workspace