HTTP - OpenText Decision Service Integration and Automation

Common Integration Use Cases Between HTTP and OpenText Decision Service

1. Real-Time Policy Decision API for Customer and Employee Requests

HTTP-based applications can call OpenText Decision Service through REST endpoints to evaluate business rules in real time. This is useful for scenarios such as loan pre-qualification, claims triage, discount approval, or employee eligibility checks. The requesting system sends customer or transaction data over HTTP, and OpenText Decision Service returns an approved, rejected, or routed decision with the applicable reason codes.

• Direction: HTTP to OpenText Decision Service
• Business value: Faster decisions, consistent policy enforcement, reduced manual review
• Typical users: Customer service, underwriting, operations teams

2. Dynamic Case Routing Based on Business Rules

Workflow or case management platforms using HTTP can invoke OpenText Decision Service to determine how a case should be routed, prioritized, or escalated. For example, a support case can be assigned to a specialist team based on customer tier, issue severity, geography, and SLA commitments. The decision service keeps routing logic outside the workflow application, making it easier to update without code changes.

• Direction: HTTP to OpenText Decision Service
• Business value: Better workload balancing, improved SLA compliance, fewer routing errors
• Typical users: Service desk, claims operations, case management teams

3. Automated Exception Handling for Transaction Processing

When an HTTP API receives a transaction that falls outside standard thresholds, it can call OpenText Decision Service to determine whether the transaction should proceed, be held for review, or be rejected. This is common in order management, payments, procurement approvals, and fraud screening. The decision engine can apply thresholds, exception limits, and approval matrices consistently across channels.

• Direction: HTTP to OpenText Decision Service
• Business value: Lower risk, faster exception handling, consistent governance
• Typical users: Finance, procurement, risk and compliance teams

4. Decision-Driven Content and Offer Personalization

Digital experience platforms exposed through HTTP can request decision outputs from OpenText Decision Service to determine which content, offer, or next best action should be shown to a user. For example, a CMS or customer portal can send customer profile and session data to the decision service, which returns the most relevant promotion, message, or workflow step. This supports personalized experiences without hardcoding business logic into the front end.

• Direction: HTTP to OpenText Decision Service
• Business value: More relevant customer experiences, improved conversion, easier rule updates
• Typical users: Digital marketing, e-commerce, customer experience teams

5. Real-Time Approval Orchestration for Operational Requests

Enterprise portals and internal applications can use HTTP to submit approval requests to OpenText Decision Service, which evaluates approval criteria and returns the appropriate outcome. Examples include purchase requisitions, travel exceptions, access requests, and vendor onboarding decisions. The decision logic can consider spend limits, role hierarchy, department, and policy exceptions.

• Direction: HTTP to OpenText Decision Service
• Business value: Shorter approval cycles, reduced policy violations, improved auditability
• Typical users: Finance operations, HR, IT service management

6. Event-Based Decision Updates Through Webhooks

HTTP webhooks can deliver event data from source systems to OpenText Decision Service when a business event occurs, such as a new order, policy change, or customer status update. The decision service evaluates the event and returns a decision or triggers a follow-up workflow through another HTTP endpoint. This pattern is effective for near real-time automation across distributed systems.

• Direction: HTTP to OpenText Decision Service and OpenText Decision Service to HTTP-enabled systems
• Business value: Faster response to events, reduced batch processing, better operational responsiveness
• Typical users: Integration teams, operations, digital platform teams

7. Centralized Rule Management for Multiple HTTP-Based Applications

Several HTTP-based applications such as CRM, ERP, portals, and mobile apps can all consume the same OpenText Decision Service rules through APIs. This allows the organization to maintain one authoritative decision layer for policies like eligibility, pricing, prioritization, and compliance checks. Updates to rules are made once in the decision service and immediately reflected across all connected systems.

• Direction: Multiple HTTP applications to OpenText Decision Service
• Business value: Single source of truth for rules, reduced maintenance effort, consistent decisions across channels
• Typical users: Enterprise architecture, governance, application support teams

8. Decision Audit and Feedback Loop for Continuous Rule Improvement

HTTP-enabled applications can send decision outcomes, overrides, and exception data back to OpenText Decision Service or a connected monitoring layer for analysis. This supports review of rule performance, identification of frequent overrides, and refinement of decision logic based on actual business outcomes. It is especially valuable in regulated environments where decision traceability is required.

• Direction: Bi-directional
• Business value: Better rule quality, stronger compliance evidence, improved operational insight
• Typical users: Compliance, analytics, process improvement teams