OpenText Core Case - Asana Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Asana

1. Case Escalation to Cross-Functional Project Execution

Flow: OpenText Core Case ? Asana

When a case requires work beyond the case management team, such as legal review, product investigation, or customer remediation, OpenText Core Case can automatically create an Asana project or task set for the responsible teams. The case record remains the system of record, while Asana is used to coordinate execution, assign owners, and track dependencies.

Business value: Faster escalation handling, clearer ownership, and better coordination across departments without losing case context.

2. Task Status Updates Returned to the Case Record

Flow: Asana ? OpenText Core Case

Asana task progress, completion, and blocker updates can be synchronized back into OpenText Core Case to keep the case file current. This is especially useful for investigations, claims, or compliance matters where case handlers need visibility into work performed by other teams.

Business value: Reduces manual follow-up, improves case visibility, and ensures decision-makers always see the latest work status.

3. Compliance and Audit Remediation Tracking

Flow: OpenText Core Case ? Asana

When a compliance issue, audit finding, or policy exception is opened in OpenText Core Case, remediation tasks can be pushed into Asana for assigned owners with due dates, dependencies, and reminders. The case retains evidence, approvals, and audit trail, while Asana manages the operational work needed to close the issue.

Business value: Improves remediation discipline, supports audit readiness, and helps teams meet regulatory deadlines.

4. Customer Support Case to Internal Resolution Workflow

Flow: OpenText Core Case ? Asana

High-priority customer support cases can trigger Asana tasks for engineering, operations, or product teams when internal investigation or fix work is required. Support agents continue managing the customer-facing case in OpenText Core Case, while internal teams use Asana to coordinate root-cause analysis, bug fixes, and release planning.

Business value: Shortens resolution time, improves handoffs between support and technical teams, and reduces missed follow-up actions.

5. Claims Exception Handling and Approval Coordination

Flow: OpenText Core Case ? Asana

For claims that require special handling, OpenText Core Case can create Asana tasks for adjusters, supervisors, fraud review, or finance approval. Asana can then return completion status or approval outcomes to the case file. This supports structured collaboration when a claim moves outside standard processing rules.

Business value: Speeds exception handling, improves accountability, and creates a clearer audit trail for complex claims.

6. Document Review and Content Collection Workstreams

Flow: OpenText Core Case ? Asana

When a case requires supporting documents, evidence, or stakeholder review, OpenText Core Case can initiate Asana tasks for document collection, review, and sign-off. This is useful for legal matters, HR investigations, procurement disputes, or policy exceptions where multiple contributors must provide input before closure.

Business value: Reduces delays caused by manual chasing, standardizes review steps, and improves completeness of case documentation.

7. Case Closure Follow-Up and Preventive Action Tracking

Flow: OpenText Core Case ? Asana

After a case is resolved, OpenText Core Case can generate Asana tasks for preventive actions such as process changes, training updates, knowledge base articles, or control improvements. This ensures lessons learned from the case are converted into operational improvements and assigned to the right teams.

Business value: Helps organizations prevent repeat issues, supports continuous improvement, and connects case resolution to broader operational change.

8. Executive Review and Escalation Management

Flow: Bi-directional

Cases that exceed service thresholds or require leadership attention can be escalated from OpenText Core Case into Asana for executive review tasks, decision checkpoints, and action tracking. Once decisions are made in Asana, outcomes can be written back to the case to document approvals, exceptions, or next steps.

Business value: Improves governance for high-risk cases, accelerates decision-making, and keeps leadership actions tied to the official case record.