OpenText Active Community - Trading Grid - OpenText Core Case Integration and Automation

Common Integration Use Cases Between OpenText Active Community - Trading Grid and OpenText Core Case

1. Trading Partner Dispute Case Creation from Community Discussions

When a trading partner raises a shipment, invoice, or order discrepancy in OpenText Active Community - Trading Grid, the issue can be automatically converted into a case in OpenText Core Case for formal investigation and resolution.

• Data flow: OpenText Active Community - Trading Grid to OpenText Core Case
• Business value: Ensures partner-reported issues are tracked consistently, assigned to the right team, and resolved within defined service levels.
• Typical outcome: Community conversation, attached documents, and transaction references become part of the case record for auditability and faster resolution.

2. Case Status Updates Shared Back to Trading Partners

As internal teams progress through a claim, compliance review, or transaction exception case in OpenText Core Case, key status updates can be published back to the relevant trading partner community in OpenText Active Community - Trading Grid.

• Data flow: OpenText Core Case to OpenText Active Community - Trading Grid
• Business value: Reduces email follow-up, improves transparency, and keeps external partners informed without exposing internal case details.
• Typical outcome: Partners can see milestones such as received, under review, awaiting documents, and resolved.

3. Document Exchange for Case Evidence and Partner Collaboration

Documents shared in OpenText Active Community - Trading Grid, such as invoices, packing lists, proof of delivery, or compliance certificates, can be linked directly to a case in OpenText Core Case as supporting evidence.

• Data flow: Bi-directional
• Business value: Creates a single source of truth for case-related documents and avoids duplicate uploads across systems.
• Typical outcome: Case workers can review partner-submitted files in context, while partners can be asked for additional documents through the community.

4. Exception Management for B2B Transaction Failures

Integration can detect failed or incomplete B2B transactions in the Trading Grid environment and open a case in OpenText Core Case for structured handling by operations, finance, or customer service teams.

• Data flow: OpenText Active Community - Trading Grid to OpenText Core Case
• Business value: Speeds up exception handling for order holds, missing acknowledgements, failed EDI messages, or master data mismatches.
• Typical outcome: The case includes transaction identifiers, partner details, error messages, and communication history for faster root-cause analysis.

5. Compliance and Audit Review Workflow

When a trading partner raises a compliance question or an internal team identifies a policy exception in OpenText Active Community - Trading Grid, OpenText Core Case can manage the review, approval, and evidence collection process.

• Data flow: OpenText Active Community - Trading Grid to OpenText Core Case, with updates returned to the community
• Business value: Supports controlled handling of regulatory, contractual, and audit-related matters with clear accountability.
• Typical outcome: Case tasks route to legal, compliance, and operations teams, while partner communication remains coordinated through the community.

6. Customer or Partner Support Escalation from Community to Case Management

Messages or unresolved threads in OpenText Active Community - Trading Grid can be escalated into OpenText Core Case when the issue requires investigation, approval, or cross-functional coordination.

• Data flow: OpenText Active Community - Trading Grid to OpenText Core Case
• Business value: Prevents issues from being lost in discussion threads and ensures complex matters are handled through a formal workflow.
• Typical outcome: Support agents or account teams can continue the conversation in the community while the internal case tracks ownership, actions, and deadlines.

7. Closed-Loop Resolution and Knowledge Capture

Once a case is resolved in OpenText Core Case, the final resolution summary, root cause, and corrective actions can be posted back to OpenText Active Community - Trading Grid for the relevant trading partner group.

• Data flow: OpenText Core Case to OpenText Active Community - Trading Grid
• Business value: Improves partner self-service, reduces repeat incidents, and builds a shared knowledge base across the ecosystem.
• Typical outcome: Similar future issues can be resolved faster because partners and internal teams can reference prior outcomes and required actions.