Monday - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Monday.com and OpenText Core Case

1. Escalate Monday.com Work Items into OpenText Core Case for Formal Case Handling

When a task, request, or issue in Monday.com requires structured investigation or governed resolution, it can be automatically created as a case in OpenText Core Case. This is useful for customer complaints, compliance exceptions, vendor disputes, or operational incidents that start as team tasks but need a formal case record.

• Flow: Monday.com to OpenText Core Case
• Business value: Ensures high-risk items move from informal task tracking into a controlled case process with full accountability
• Example: A customer escalation board item in Monday.com triggers a new case in OpenText Core Case with related notes, attachments, and owner assignment

2. Synchronize Case Status Updates Back to Monday.com for Team Visibility

As cases progress in OpenText Core Case, key status changes such as assigned, under review, awaiting approval, or resolved can be pushed back to Monday.com. This gives project, operations, or support teams a simple visual view of case progress without requiring them to work directly in the case system.

• Flow: OpenText Core Case to Monday.com
• Business value: Improves transparency and reduces follow-up emails and manual status checks
• Example: A compliance review case updates a Monday.com board item when legal review is complete or when additional evidence is required

3. Attach Supporting Documents from Monday.com to the Case Record

Teams often collect files, screenshots, approvals, or creative assets in Monday.com while managing work. These documents can be automatically linked or transferred into OpenText Core Case so the case file contains the full evidence set needed for review, audit, or resolution.

• Flow: Monday.com to OpenText Core Case
• Business value: Creates a complete and auditable case file without duplicate file handling
• Example: A product defect board in Monday.com stores screenshots and test logs, which are then attached to the related case in OpenText Core Case for formal investigation

4. Create Monday.com Tasks from OpenText Core Case Action Items

Cases often generate follow-up work for multiple teams such as operations, finance, legal, or customer service. Integration can create Monday.com tasks or subitems from case action items so each team can execute assigned work in their preferred workspace while the case remains the system of record.

• Flow: OpenText Core Case to Monday.com
• Business value: Breaks complex cases into trackable execution tasks and improves cross-functional coordination
• Example: A claims case in OpenText Core Case creates Monday.com tasks for document collection, customer outreach, and manager approval

5. Route High-Priority Monday.com Requests into a Case Queue for Triage

Organizations can use Monday.com as the intake layer for requests from business teams, then route selected items into OpenText Core Case based on priority, category, or risk level. This is especially valuable for complaints, policy exceptions, service failures, and regulatory matters that need triage and standardized handling.

• Flow: Monday.com to OpenText Core Case
• Business value: Standardizes intake and ensures urgent or sensitive matters are handled through the right governance process
• Example: A Monday.com intake form for customer complaints sends only escalated or regulated complaints into OpenText Core Case

6. Consolidate Resolution Outcomes from OpenText Core Case into Monday.com Reporting Boards

Once a case is closed, key outcome data such as resolution time, root cause, category, and owner can be sent to Monday.com for operational reporting and trend analysis. This helps managers monitor recurring issues, SLA performance, and workload distribution across teams.

• Flow: OpenText Core Case to Monday.com
• Business value: Gives business teams actionable metrics in a visual format for continuous improvement
• Example: Closed compliance cases populate a Monday.com dashboard showing average resolution time and top issue categories by department

7. Manage Customer or Employee Escalations with a Shared Work and Case Model

For service, HR, or internal operations teams, Monday.com can manage the visible work plan while OpenText Core Case manages the formal record of the escalation. The integration keeps both systems aligned so teams can collaborate on tasks in Monday.com while maintaining a complete case history in OpenText Core Case.

• Flow: Bi-directional
• Business value: Balances ease of collaboration with compliance, traceability, and structured case management
• Example: An employee relations issue is tracked as a Monday.com workflow for HR actions while the official investigation record, evidence, and decisions remain in OpenText Core Case