OpenText Core Case - Centric Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Centric

1. Product Quality Issue Investigation and Resolution

Data flow: Centric ? OpenText Core Case

When a product defect, sample failure, or quality complaint is logged in Centric, the issue can be automatically opened as a case in OpenText Core Case. The case includes product specifications, development history, supplier details, and related documents so quality, engineering, and compliance teams can investigate without manually gathering information.

Business value: Faster root-cause analysis, better traceability, and more consistent resolution of product quality issues.

2. Change Request Review and Approval Workflow

Data flow: Centric ? OpenText Core Case

Product change requests originating in Centric can be routed into OpenText Core Case for structured review, approval, and exception handling. If a change requires additional evidence, risk review, or cross-functional sign-off, the case captures tasks, comments, and supporting content before the approved outcome is sent back to Centric for execution.

Business value: Stronger governance over product changes, reduced approval delays, and a complete audit trail.

3. Product Compliance and Regulatory Case Management

Data flow: Centric ? OpenText Core Case

Centric can provide product data, materials, BOM details, and development records to OpenText Core Case when a compliance review is needed. OpenText Core Case manages the investigation, evidence collection, and decision workflow for regulatory checks, certification issues, or market-specific requirements.

Business value: Improved compliance visibility, easier audit preparation, and reduced risk of launching non-compliant products.

4. Supplier Issue Escalation and Corrective Action Tracking

Data flow: Centric ? OpenText Core Case

If a supplier delivers non-conforming materials or misses a specification, Centric can trigger a case in OpenText Core Case with supplier records, affected products, and related documentation. Procurement, quality, and sourcing teams can collaborate on corrective actions, track accountability, and document closure.

Business value: Faster supplier issue resolution, better supplier accountability, and fewer production disruptions.

5. Product Launch Readiness Exception Management

Data flow: Centric ? OpenText Core Case

During product launch preparation, Centric can flag missing approvals, incomplete content, unresolved defects, or late dependencies and create a case in OpenText Core Case. The case becomes the central workspace for launch readiness exceptions, helping teams resolve blockers before release.

Business value: More reliable launch execution, fewer last-minute surprises, and improved cross-team coordination.

6. Customer Escalation Linked to Product Development Records

Data flow: OpenText Core Case ? Centric

When customer support or service teams log a product-related escalation in OpenText Core Case, the case can be linked to the relevant product record in Centric. Product managers and designers gain direct access to complaint patterns, defect trends, and customer feedback that may influence future design changes.

Business value: Better product feedback loops, more informed design decisions, and improved customer satisfaction.

7. Product Recall or Field Action Coordination

Data flow: Centric ? OpenText Core Case

If a product recall or field action is required, Centric provides the affected product structures, versions, and launch history while OpenText Core Case manages the operational response. The case tracks investigation steps, stakeholder communications, approvals, and remediation actions, then feeds status updates back to Centric.

Business value: Faster recall execution, stronger traceability, and reduced operational and brand risk.

8. Design Issue Documentation and Decision History

Data flow: Centric ? OpenText Core Case

Design teams working in Centric can send unresolved product design issues to OpenText Core Case for formal review and decision tracking. OpenText Core Case stores the rationale, supporting documents, and approvals, then returns the final decision and resolution status to Centric so the product record remains complete.

Business value: Clear decision history, fewer lost approvals, and better continuity across product development teams.