OpenText Core Case - OpenText Internet of Things Platform Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Internet of Things Platform

1. Equipment Failure Investigation and Resolution

Data flow: OpenText Internet of Things Platform to OpenText Core Case

When IoT sensors detect abnormal vibration, temperature, pressure, or power consumption on critical equipment, the event is automatically sent into OpenText Core Case as a new case. Maintenance teams receive a complete case view with sensor history, asset details, related documents, and assigned tasks. This helps operations teams investigate failures faster, coordinate repairs, and reduce unplanned downtime.

2. Predictive Maintenance Case Management

Data flow: OpenText Internet of Things Platform to OpenText Core Case

IoT analytics can identify patterns that indicate likely equipment degradation before a breakdown occurs. Those alerts can create preventive maintenance cases in OpenText Core Case, triggering inspections, work orders, and approvals. This supports maintenance planning, improves asset reliability, and helps organizations shift from reactive to proactive service models.

3. Utility Service Exception Handling

Data flow: OpenText Internet of Things Platform to OpenText Core Case

For utilities, smart meters and field sensors can detect anomalies such as leaks, outages, pressure drops, or voltage irregularities. OpenText Core Case can manage the resulting service case from intake through resolution, including customer notifications, field technician assignments, and compliance documentation. This improves response times and creates a consistent process for service exceptions.

4. Cold Chain and Shipment Exception Management

Data flow: OpenText Internet of Things Platform to OpenText Core Case

In logistics and supply chain operations, IoT devices can monitor temperature, humidity, shock, and location during transit. If a shipment exceeds acceptable thresholds, OpenText Core Case can open an exception case for review, escalation, and customer communication. This helps protect product quality, reduce spoilage, and provide auditable handling of delivery incidents.

5. Safety Incident and Compliance Case Management

Data flow: OpenText Internet of Things Platform to OpenText Core Case

IoT-enabled safety devices can detect gas leaks, unauthorized access, machine guard breaches, or environmental hazards. These alerts can be routed into OpenText Core Case to manage incident investigation, corrective actions, approvals, and regulatory reporting. This creates a structured workflow for safety and compliance teams and improves traceability across incidents.

6. Customer Support for Connected Products

Data flow: Bi-directional

When customers report issues with connected products, support agents can use OpenText Core Case to manage the service request while pulling live device telemetry from OpenText Internet of Things Platform. In return, case outcomes such as replacement, firmware update, or field service dispatch can be sent back to the IoT platform to support device remediation. This shortens resolution time and improves customer experience for connected product support.

7. Remote Asset Monitoring and Field Service Coordination

Data flow: OpenText Internet of Things Platform to OpenText Core Case

Organizations managing distributed assets such as pumps, generators, kiosks, or fleet equipment can use IoT data to detect service needs and create cases automatically. OpenText Core Case then coordinates dispatch, parts tracking, approvals, and closure documentation across operations and field service teams. This reduces manual triage and improves accountability for remote asset management.

8. Quality Deviation and Root Cause Analysis

Data flow: OpenText Internet of Things Platform to OpenText Core Case

In manufacturing, IoT sensors can identify process deviations such as temperature drift, machine cycle anomalies, or line stoppages. OpenText Core Case can manage the quality incident, collect supporting evidence, assign root cause analysis tasks, and track corrective and preventive actions. This helps quality teams standardize investigations and reduce repeat defects.