OpenText Core Case - OpenText Push Notifications for Cloud Messaging Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Push Notifications for Cloud Messaging

1. New Case Assignment Alerts for Investigators and Service Teams

Data flow: OpenText Core Case to OpenText Push Notifications for Cloud Messaging

When a new case is created or assigned in OpenText Core Case, a push notification is sent to the responsible investigator, claims handler, or support agent on mobile or web. The alert can include the case ID, priority, due date, and a direct link to the case workspace.

• Reduces time to first action on urgent cases
• Improves accountability for assigned work
• Supports field teams and remote workers who are not always in email

2. Escalation Notifications for SLA Breaches and Aging Cases

Data flow: OpenText Core Case to OpenText Push Notifications for Cloud Messaging

OpenText Core Case can trigger push alerts when a case approaches or exceeds an SLA threshold, remains untouched for a defined period, or is escalated to a supervisor. Managers receive immediate notifications so they can intervene before service levels are missed.

• Helps prevent SLA violations
• Enables faster supervisory intervention
• Improves case throughput and customer satisfaction

3. Approval and Review Requests for Compliance or Exception Cases

Data flow: OpenText Core Case to OpenText Push Notifications for Cloud Messaging

For cases that require approval, such as compliance exceptions, policy waivers, or high-value claims, OpenText Core Case can send a push notification to the designated approver. The notification can prompt the user to review the case, approve, reject, or request more information.

• Speeds up approval cycles
• Reduces delays caused by inbox dependency
• Supports controlled, auditable decision making

4. Customer or Claimant Status Updates Through Connected Front-End Apps

Data flow: OpenText Core Case to OpenText Push Notifications for Cloud Messaging

When a case status changes in OpenText Core Case, a connected customer-facing mobile or web application can send a push notification to the end user. Examples include claim received, additional documents required, case under review, or resolution completed.

• Improves transparency for customers and claimants
• Reduces inbound status-check calls and emails
• Creates a more responsive digital service experience

5. Document or Information Request Notifications for Case Participants

Data flow: OpenText Core Case to OpenText Push Notifications for Cloud Messaging

If a case worker requests missing documents, evidence, or clarification, the system can notify the internal user or external participant immediately. The notification can include the requested action and deadline, helping keep the case moving.

• Shortens turnaround time for information gathering
• Improves completion rates for pending tasks
• Supports structured collaboration across teams and external parties

6. Real-Time Alerts for High-Risk or Sensitive Case Events

Data flow: OpenText Core Case to OpenText Push Notifications for Cloud Messaging

OpenText Core Case can trigger immediate push notifications when a case contains a high-risk event, such as fraud indicators, regulatory exposure, or a critical customer complaint. Notifications can be routed to risk, legal, compliance, or executive stakeholders based on severity.

• Enables rapid response to sensitive issues
• Supports risk mitigation and governance
• Improves visibility across cross-functional response teams

7. Mobile Task Reminders for Field and On-the-Go Workers

Data flow: OpenText Core Case to OpenText Push Notifications for Cloud Messaging

Case tasks assigned in OpenText Core Case can generate push reminders for mobile users, such as site inspectors, adjusters, or service technicians. Notifications can remind them of upcoming deadlines, overdue tasks, or required follow-up actions.

• Increases task completion rates
• Supports mobile-first operational teams
• Reduces missed deadlines and manual follow-up

8. Case Reopen or Reassignment Notifications for Internal Teams

Data flow: OpenText Core Case to OpenText Push Notifications for Cloud Messaging

When a closed case is reopened, reassigned, or returned for rework in OpenText Core Case, a push notification can alert the new owner or original handler. This is useful for complaint handling, audit findings, and post-resolution corrections.

• Ensures fast handoff between teams
• Prevents work from sitting unnoticed after reassignment
• Improves continuity in complex case lifecycles