OpenText Core Case - Ampliance Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Ampliance

OpenText Core Case is well suited for managing structured, case-centric work that combines documents, tasks, and collaboration across teams. Ampliance appears to be a separate business platform that can complement case management by supplying upstream requests, operational data, or downstream actions depending on its role in the enterprise. The following integration use cases focus on practical workflows where both systems can improve visibility, control, and turnaround time.

1. Intake of customer or employee requests into OpenText Core Case from Ampliance

Data flow: Ampliance to OpenText Core Case

When Ampliance is used as a front-end request or workflow system, submitted forms, attachments, and metadata can be automatically created as new cases in OpenText Core Case. This is useful for HR requests, service complaints, policy exceptions, or internal approvals that require formal case handling.

• Automatically create a case when a request reaches a defined status in Ampliance
• Transfer requester details, category, priority, and supporting documents
• Assign the case to the correct team based on request type or business unit

Business value: Reduces manual rekeying, speeds up triage, and ensures every request enters a governed case process.

2. Case status updates from OpenText Core Case back to Ampliance

Data flow: OpenText Core Case to Ampliance

As work progresses in OpenText Core Case, key milestones such as assignment, pending review, approval, escalation, or closure can be sent back to Ampliance. This keeps requesters and upstream teams informed without requiring them to log into the case system.

• Sync case status, owner, and due date changes
• Notify Ampliance users when additional information is needed
• Publish final resolution notes or closure codes

Business value: Improves transparency, reduces follow-up emails, and gives business users real-time visibility into case progress.

3. Document and evidence exchange for regulated or audit-heavy cases

Data flow: Bi-directional

For cases that require supporting evidence, both platforms can exchange documents, images, and audit artifacts. Ampliance can capture source documents or user-submitted evidence, while OpenText Core Case stores and manages the full case record for review and compliance.

• Push uploaded files from Ampliance into the case file in OpenText Core Case
• Return approved or annotated documents to Ampliance for downstream processing
• Maintain a single audit trail across both systems

Business value: Strengthens compliance, reduces document loss, and supports defensible recordkeeping.

4. Escalation of exceptions and high-risk items from Ampliance into OpenText Core Case

Data flow: Ampliance to OpenText Core Case

When Ampliance detects an exception such as a policy breach, SLA risk, missing approval, or unusual transaction, it can create a case in OpenText Core Case for investigation and resolution. This is especially useful for finance, procurement, customer operations, and compliance teams.

• Trigger case creation based on exception rules or threshold breaches
• Include transaction details, exception reason, and related records
• Route to compliance, legal, or operations teams for review

Business value: Enables faster intervention, better risk control, and consistent handling of exceptions.

5. Cross-system task orchestration for complex approvals

Data flow: Bi-directional

Some processes require approvals in one system and investigation or documentation in the other. Ampliance can manage the front-end approval or submission step, while OpenText Core Case handles the detailed review, evidence collection, and final disposition.

• Send approval requests from Ampliance to OpenText Core Case when additional review is needed
• Return approval decisions, comments, or rejection reasons to Ampliance
• Synchronize task completion to avoid duplicate work

Business value: Creates a seamless end-to-end process across departments and reduces bottlenecks in handoffs.

6. Customer complaint or service issue resolution workflow

Data flow: Ampliance to OpenText Core Case, then OpenText Core Case to Ampliance

If Ampliance is used to capture customer complaints, service tickets, or field issues, those records can be escalated into OpenText Core Case for structured investigation. Once resolved, the outcome can be returned to Ampliance for customer communication or reporting.

• Capture complaint details in Ampliance and open a case automatically
• Track investigation notes, internal tasks, and resolution evidence in OpenText Core Case
• Send resolution summary and closure status back to Ampliance

Business value: Improves complaint handling consistency, shortens resolution cycles, and supports customer satisfaction reporting.

7. Operational reporting and case analytics consolidation

Data flow: OpenText Core Case to Ampliance

Case metrics from OpenText Core Case such as aging, backlog, resolution time, escalation rate, and outcome codes can be shared with Ampliance for operational dashboards or management reporting. This gives business leaders a broader view of process performance across both platforms.

• Export case KPIs on a scheduled basis
• Combine case data with operational data from Ampliance
• Support team-level and enterprise-level reporting

Business value: Improves decision-making, highlights process bottlenecks, and supports service-level management.

8. Master data synchronization for parties, accounts, or reference records

Data flow: Bi-directional

Where both systems rely on shared reference data such as customers, employees, vendors, or policy records, integration can keep core identifiers aligned. This reduces duplicate records and ensures cases are linked to the correct business entity.

• Synchronize key reference fields such as account ID, contact details, and organizational unit
• Validate incoming requests against master records before case creation
• Update case associations when source records change

Business value: Improves data quality, reduces reconciliation effort, and ensures accurate case routing and reporting.