OpenText Core Case - Microsoft Planner Integration and Automation

Common Integration Use Cases Between OpenText Core Case and Microsoft Planner

OpenText Core Case provides structured case management for content-heavy, multi-step business processes, while Microsoft Planner is well suited for lightweight team task coordination and visual work tracking. Integrating the two helps organizations connect formal case handling with day-to-day task execution across teams.

1. Case Task Breakdown and Assignment

When a new case is created in OpenText Core Case, key follow-up actions can be automatically created as tasks in Microsoft Planner for the responsible teams. This is useful for claims, onboarding, compliance reviews, or service investigations where multiple departments must complete assigned work.

• Flow: OpenText Core Case to Microsoft Planner
• Business value: Improves accountability and ensures case-related work is visible to operational teams
• Example: A compliance case triggers tasks for legal review, document collection, and manager approval in Planner

2. Task Completion Updates Case Progress

As team members complete Planner tasks, status updates can be sent back to OpenText Core Case to advance the case lifecycle. This keeps case owners informed without requiring manual follow-up across multiple tools.

• Flow: Microsoft Planner to OpenText Core Case
• Business value: Reduces delays and manual status chasing
• Example: Once all investigation tasks in Planner are marked complete, the case in OpenText Core Case moves to review or closure

3. Escalation of Overdue Case Actions

OpenText Core Case can identify overdue or high-priority case activities and create escalation tasks in Microsoft Planner for supervisors or support leads. This is especially valuable in regulated or time-sensitive workflows where deadlines must be monitored closely.

• Flow: OpenText Core Case to Microsoft Planner
• Business value: Improves SLA compliance and escalation management
• Example: If a customer complaint remains unresolved beyond three days, a Planner task is assigned to the team lead for intervention

4. Cross-Team Collaboration on Complex Cases

For cases requiring input from multiple departments, OpenText Core Case can remain the system of record while Microsoft Planner coordinates team-specific actions. Each team can manage its own tasks in Planner while the case owner maintains the full case context in OpenText Core Case.

• Flow: Bi-directional
• Business value: Supports collaboration without losing centralized case control
• Example: In a fraud investigation, finance, operations, and legal teams each receive Planner tasks tied to the same case

5. Document Review and Approval Work Tracking

When documents are added to a case in OpenText Core Case, review and approval tasks can be generated in Microsoft Planner for assigned reviewers. This helps manage document-heavy processes such as policy exceptions, audit evidence review, or contract issue resolution.

• Flow: OpenText Core Case to Microsoft Planner
• Business value: Speeds up review cycles and clarifies ownership
• Example: A claims case containing medical documents triggers a Planner task for the medical reviewer and another for the claims adjuster

6. Operational Work Queue for Case Support Teams

OpenText Core Case can feed operational work items into Microsoft Planner for teams that prefer a simple visual task board. This is useful for service desks or back-office teams that need to process a queue of case-related actions without navigating the full case management interface.

• Flow: OpenText Core Case to Microsoft Planner
• Business value: Improves usability for task-focused teams and reduces training overhead
• Example: A support team receives Planner tasks for each case requiring follow-up calls, document validation, or customer updates

7. Case Closure Readiness Tracking

Before a case can be closed in OpenText Core Case, required closure tasks can be tracked in Microsoft Planner. The integration can ensure that all mandatory actions, such as final approvals, customer notifications, or archival steps, are completed before closure is allowed.

• Flow: Bi-directional
• Business value: Reduces incomplete closures and improves process compliance
• Example: A service complaint case cannot be closed until the Planner tasks for customer confirmation and internal sign-off are completed

These integration patterns help organizations combine OpenText Core Case?s structured case governance with Microsoft Planner?s practical task execution, creating a more connected and efficient workflow across business teams.