OpenText Core Case - OpenText Information Archive Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Information Archive

OpenText Core Case and OpenText Information Archive complement each other well in enterprise environments where active case handling must be connected to compliant long-term retention. Core Case manages the live workflow, collaboration, and decision-making around a case, while Information Archive preserves the supporting records, completed case files, and related transactional data for regulatory, legal, and operational needs.

1. Archive Closed Case Files for Regulatory Retention

When a case is resolved in OpenText Core Case, the full case package can be transferred to OpenText Information Archive for long-term retention. This includes correspondence, attachments, notes, approvals, and final decisions.

• Data flow: OpenText Core Case to OpenText Information Archive
• Business value: Reduces storage costs in the active case system while ensuring audit-ready retention of completed cases
• Typical users: Compliance, legal, records management, and case operations teams

2. Preserve Evidence and Supporting Documents for Investigations

In investigation-heavy processes such as fraud, HR, or compliance reviews, Core Case can manage the active investigation while Information Archive stores immutable copies of evidence, emails, scanned documents, and transaction extracts.

• Data flow: OpenText Core Case to OpenText Information Archive
• Business value: Protects evidentiary records from accidental alteration and supports legal hold and audit requirements
• Typical users: Investigators, legal counsel, internal audit, and compliance officers

3. Retrieve Archived Records into Active Case Handling

When a new case is opened, agents can search OpenText Information Archive for prior related records, such as historical claims, customer complaints, or previous compliance actions, and link them into the current case in Core Case.

• Data flow: OpenText Information Archive to OpenText Core Case
• Business value: Improves decision quality by giving case workers access to historical context without reloading legacy systems
• Typical users: Customer service, claims handlers, case managers, and supervisors

4. Decommission Legacy Case Systems While Preserving Case History

Organizations can retire older case management applications by migrating completed case records, attachments, and transaction history into OpenText Information Archive, while new cases are handled in OpenText Core Case.

• Data flow: Legacy system to OpenText Information Archive, then OpenText Core Case for new operations
• Business value: Lowers support and infrastructure costs while maintaining access to historical records for audits, disputes, and reporting
• Typical users: IT, records management, operations, and compliance teams

5. Support Audit and Compliance Reviews with Case and Archive Access

During internal or external audits, Core Case can provide the current case status and workflow history, while Information Archive supplies retained source documents and completed records for verification.

• Data flow: Bi-directional access between OpenText Core Case and OpenText Information Archive
• Business value: Speeds audit response times and improves traceability across active and historical records
• Typical users: Audit teams, compliance officers, risk management, and business process owners

6. Manage Legal Holds on Case Content

If a case becomes subject to litigation or regulatory inquiry, OpenText Core Case can flag the matter while OpenText Information Archive applies retention controls and legal hold policies to prevent deletion of related records.

• Data flow: OpenText Core Case to OpenText Information Archive
• Business value: Reduces legal risk by ensuring relevant records are preserved for the required period
• Typical users: Legal, compliance, records management, and case administrators

7. Create a Unified View of Active and Archived Case Information

Case workers in OpenText Core Case can access archived documents and historical case artifacts stored in OpenText Information Archive directly from the case interface, creating a single operational view without duplicating content.

• Data flow: OpenText Information Archive to OpenText Core Case
• Business value: Reduces time spent searching across systems and improves consistency in case handling
• Typical users: Frontline agents, analysts, supervisors, and shared service teams

8. Retain Transactional Data Associated with Case Outcomes

For processes such as claims, disputes, or service complaints, the final outcome in Core Case can trigger archiving of related structured data from source systems and case metadata into OpenText Information Archive for long-term retention and reporting.

• Data flow: OpenText Core Case to OpenText Information Archive, with optional feeds from ERP, CRM, or line-of-business systems
• Business value: Ensures complete retention of the business record, not just the case narrative, supporting downstream reporting and regulatory needs
• Typical users: Operations, finance, compliance, and records teams