OpenText Core Case - OpenText Directory Services Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Directory Services

OpenText Core Case and OpenText Directory Services complement each other well in enterprise environments where case handling depends on accurate user identity, role-based access, and controlled collaboration. Core Case manages the work, content, and tasks tied to investigations and service processes, while Directory Services provides the trusted user and group foundation needed to assign responsibilities, enforce access, and keep case operations aligned with organizational structure.

1. Automated user and group provisioning for case teams

Data flow: OpenText Directory Services to OpenText Core Case

When employees join, change roles, or leave the organization, Directory Services can synchronize user accounts and group memberships into Core Case. This ensures case workers, supervisors, and reviewers are automatically assigned the correct access rights and work queues based on their current role.

• Reduces manual account setup and deprovisioning
• Prevents unauthorized access to sensitive case files
• Keeps case team assignments aligned with HR and organizational changes

2. Role based access control for sensitive case records

Data flow: Bi directional

Core Case can use Directory Services groups to determine who can view, edit, approve, or close specific case types. For example, compliance cases may be restricted to legal and audit groups, while customer complaints may be visible only to support supervisors and assigned agents.

• Supports least privilege access
• Improves audit readiness and data privacy
• Enables consistent access policies across case categories

3. Dynamic assignment of cases based on organizational structure

Data flow: OpenText Directory Services to OpenText Core Case

Directory Services can provide department, location, or job function attributes that Core Case uses to route new cases to the right team. For instance, insurance claims can be assigned to regional adjusters, while internal policy exceptions can be routed to the appropriate compliance unit.

• Speeds up case triage and first response time
• Reduces misrouted work and manual reassignment
• Improves service consistency across business units

4. Supervisor approval and escalation workflows

Data flow: OpenText Core Case to OpenText Directory Services

Core Case can reference Directory Services to identify managers, approvers, or backup delegates for escalation steps. If a case requires approval, the workflow can automatically determine the correct approver based on the user hierarchy or group membership stored in Directory Services.

• Automates approval routing
• Supports escalation when primary approvers are unavailable
• Improves accountability in regulated processes

5. Centralized identity management for audit and compliance cases

Data flow: Bi directional

For compliance investigations, Core Case can capture who accessed, updated, or closed a case, while Directory Services provides authoritative identity details such as user name, department, and group membership at the time of the action. This creates a stronger audit trail for internal reviews and external audits.

• Improves traceability of case actions
• Helps verify segregation of duties
• Supports regulatory reporting and evidence collection

6. Secure collaboration across internal and external stakeholders

Data flow: OpenText Directory Services to OpenText Core Case

Directory Services can help manage internal user access while Core Case controls which users can participate in a specific case. This is useful when multiple departments collaborate on a customer dispute, claims investigation, or contract review and only selected participants should see the full case context.

• Enables controlled cross functional collaboration
• Limits exposure of confidential documents and notes
• Supports temporary access for project based teams

7. Automated deprovisioning of closed case access

Data flow: OpenText Directory Services to OpenText Core Case

When a user is removed from a group or disabled in Directory Services, Core Case can automatically revoke access to open and historical cases tied to that role. This is especially important for contractors, temporary staff, and employees who move out of sensitive functions.

• Reduces security risk from stale access
• Supports offboarding and role change processes
• Minimizes manual cleanup effort for administrators

8. Standardized case ownership and backup coverage

Data flow: Bi directional

Core Case can assign ownership to users from Directory Services and use group membership to define backup coverage when the primary owner is absent. This ensures cases continue moving even during vacations, sick leave, or organizational changes.

• Improves continuity of operations
• Reduces case delays caused by unavailable staff
• Helps managers maintain workload balance across teams

Together, OpenText Core Case and OpenText Directory Services create a more secure and efficient case management environment by combining structured work execution with centralized identity and access control. The result is better governance, faster routing, and lower administrative overhead across business-critical case processes.