OpenText Core Case - OpenText Identity and Access Management Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Identity and Access Management

• Secure case access based on user role and case assignment

  Data flow: OpenText Identity and Access Management ? OpenText Core Case

  When a user signs in, identity and role information is passed to OpenText Core Case to determine which cases, documents, and tasks they can view or act on. This is useful in claims, compliance, and customer service environments where adjusters, supervisors, auditors, and agents need different levels of access. The business value is tighter security, reduced risk of unauthorized access, and simpler administration of case permissions.

• Automatic provisioning of case users for new teams or projects

  Data flow: OpenText Identity and Access Management ? OpenText Core Case

  When a new employee, contractor, or business unit is added in the identity platform, the corresponding case workspace access can be created automatically in OpenText Core Case. For example, a new claims team can be granted access to the correct case categories and queues on day one. This reduces manual setup effort, speeds onboarding, and ensures consistent access controls across the organization.

• Single sign on for case workers and reviewers

  Data flow: OpenText Identity and Access Management ? OpenText Core Case

  Users authenticate once through the identity platform and then access OpenText Core Case without repeated logins. This is especially valuable for service desks, legal teams, and compliance reviewers who move between multiple OpenText services during the day. The result is better user productivity, fewer password reset requests, and a smoother experience across cloud and hybrid environments.

• Access revocation when employment or contract status changes

  Data flow: OpenText Identity and Access Management ? OpenText Core Case

  When a user is disabled, moved to a different department, or a contractor engagement ends, access to active and historical cases can be removed immediately. This is critical for regulated processes where sensitive case content may include personal data, financial records, or investigation notes. The integration improves security posture and supports audit requirements by ensuring access changes follow identity lifecycle events.

• Role based routing of cases to approved reviewers

  Data flow: OpenText Identity and Access Management ? OpenText Core Case

  OpenText Core Case can use identity attributes such as department, location, or job function to route cases to the right queue or reviewer group. For example, insurance claims can be assigned only to licensed adjusters in a specific region, while compliance cases can be restricted to authorized investigators. This improves operational accuracy, reduces misrouted work, and helps enforce policy-driven handling.

• Audit support for who accessed or changed a case

  Data flow: Bi-directional

  OpenText Identity and Access Management provides the authenticated user identity, while OpenText Core Case records case activity against that identity for audit and reporting. This creates a clear chain of accountability for case creation, approvals, document access, and status changes. The integration is valuable for regulated industries that need to demonstrate who did what, when, and under which access policy.

• Step up authentication for sensitive case actions

  Data flow: OpenText Identity and Access Management ? OpenText Core Case

  For high risk actions such as approving settlements, closing compliance investigations, or viewing restricted evidence, OpenText Core Case can require stronger authentication through the identity platform. This adds an extra control layer for sensitive workflows without affecting routine case handling. The business benefit is stronger protection for critical decisions and reduced exposure to fraud or unauthorized approvals.

• Centralized identity governance across multiple case programs

  Data flow: Bi-directional

  Identity and access policies are managed centrally in OpenText Identity and Access Management and applied consistently across multiple OpenText Core Case implementations, such as HR cases, customer complaints, and regulatory investigations. Case activity and access patterns can also feed back into governance reviews to identify excessive permissions or inactive users. This helps large enterprises standardize security, reduce administrative overhead, and improve compliance across business units.