HTTP - OpenText Core Case Integration and Automation

Common Integration Use Cases Between HTTP and OpenText Core Case

1. Web form or portal submissions create new cases in OpenText Core Case

Direction: HTTP to OpenText Core Case

Customer portals, partner portals, or internal web applications can send HTTP POST requests to OpenText Core Case when a user submits a claim, complaint, service request, or compliance issue. The case is created automatically with the submitted data, attachments, and metadata.

• Reduces manual case entry and intake delays
• Ensures consistent case creation across channels
• Improves response times for customer support and claims teams

2. OpenText Core Case sends real-time status updates to external systems

Direction: OpenText Core Case to HTTP

When a case changes status, such as assigned, escalated, approved, or closed, OpenText Core Case can call an HTTP endpoint in a CRM, ERP, or customer notification service. This keeps downstream systems synchronized without batch processing.

• Provides real-time visibility to front-office teams
• Reduces duplicate updates across systems
• Supports proactive customer communication and SLA tracking

3. Attach supporting documents from content repositories or web services into case records

Direction: HTTP to OpenText Core Case

External systems can use HTTP APIs to push documents, images, emails, or scanned files into a case as supporting evidence. This is useful for claims, audits, investigations, and regulated review processes where all evidence must be tied to the case file.

• Centralizes case-related evidence in one place
• Improves auditability and compliance
• Helps case workers access complete information faster

4. Case events trigger workflow actions in downstream business applications

Direction: OpenText Core Case to HTTP

OpenText Core Case can invoke HTTP-based services to trigger actions such as payment initiation, account suspension, refund processing, or task creation in another platform when a case reaches a specific decision point.

• Automates cross-system process execution
• Reduces handoffs between operations teams
• Speeds up resolution for high-volume case types

5. Customer support interactions from chat or contact center tools open or update cases

Direction: HTTP to OpenText Core Case

Chatbots, contact center platforms, or self-service applications can send HTTP requests to create or update a case when a customer reports an issue. The integration can pass conversation transcripts, customer identifiers, and issue categories into the case record.

• Improves agent productivity by capturing context automatically
• Creates a single case history across channels
• Supports faster triage and routing to the right team

6. Case resolution data is published to analytics or reporting platforms

Direction: OpenText Core Case to HTTP

When a case is resolved, OpenText Core Case can send case outcome data through HTTP to a data warehouse, BI platform, or reporting API. This enables operational dashboards for cycle time, backlog, root cause, and compliance performance.

• Improves management reporting and trend analysis
• Supports continuous process improvement
• Helps identify recurring issues and bottlenecks

7. External verification services enrich case information during investigation

Direction: OpenText Core Case to HTTP and HTTP to OpenText Core Case

During an investigation or review, OpenText Core Case can call external HTTP services to verify identity, validate policy data, check fraud indicators, or retrieve account details. The returned data is stored in the case to support decision-making.

• Reduces manual lookup across multiple systems
• Improves decision quality with current data
• Supports compliance and risk review processes

8. Automated notifications and task routing based on case milestones

Direction: OpenText Core Case to HTTP

OpenText Core Case can trigger HTTP calls to notification services, collaboration tools, or task management systems when a case reaches milestones such as SLA breach risk, pending approval, or escalation required. This ensures the right teams are alerted immediately.

• Improves accountability across teams
• Reduces missed deadlines and escalations
• Supports coordinated resolution for complex cases