OpenText Core Case - OpenText Workflow Service Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Workflow Service

1. Case Intake to Automated Workflow Routing

OpenText Core Case can capture a new case with related documents, metadata, and initial notes, then send the case details to OpenText Workflow Service to automatically route the work to the correct team based on case type, priority, region, or SLA. This reduces manual triage, speeds up assignment, and improves consistency in handling claims, complaints, investigations, and service requests.

• Data flow: OpenText Core Case to OpenText Workflow Service
• Business value: Faster case assignment, fewer routing errors, better SLA compliance

2. Document Review and Approval Steps Within a Case

When a case requires formal review, OpenText Workflow Service can orchestrate approval steps for documents, evidence, or decisions stored in OpenText Core Case. For example, a compliance case may require legal review, manager approval, and final sign-off before closure. The workflow ensures each reviewer is notified in sequence and that the case cannot advance until required approvals are completed.

• Data flow: Bi-directional
• Business value: Stronger governance, auditable approvals, reduced process delays

3. Exception Handling and Escalation Management

OpenText Workflow Service can monitor case milestones and trigger escalation actions when deadlines are missed or required tasks remain incomplete in OpenText Core Case. If a customer complaint is unresolved after a defined period, the workflow can escalate the case to a supervisor, create a follow-up task, and notify stakeholders. This helps organizations maintain service levels and avoid unresolved exceptions.

• Data flow: OpenText Core Case to OpenText Workflow Service
• Business value: Better SLA control, proactive escalation, improved accountability

4. Cross-Team Investigation Coordination

For complex cases that require input from multiple departments, OpenText Workflow Service can coordinate tasks across teams while OpenText Core Case maintains the full case record. For example, a fraud investigation may require operations, legal, and finance teams to complete assigned activities in a defined order. The workflow manages task sequencing, while the case provides a single view of all evidence, comments, and outcomes.

• Data flow: Bi-directional
• Business value: Better collaboration, fewer handoff gaps, improved case visibility

5. Status Updates and Case Progress Synchronization

As workflow tasks move through stages in OpenText Workflow Service, status updates can be written back to OpenText Core Case so case owners and stakeholders always see the latest progress. This is especially useful for customer support and claims operations where internal workflow steps need to be reflected in the case timeline and customer-facing status reporting.

• Data flow: OpenText Workflow Service to OpenText Core Case
• Business value: Real-time visibility, fewer status inquiries, improved transparency

6. Closure Validation and Final Case Sign-Off

Before a case is closed in OpenText Core Case, OpenText Workflow Service can enforce closure checks such as confirming all required tasks are complete, all documents are attached, and all approvals are recorded. Once validation is successful, the workflow can authorize closure and archive the case according to policy. This prevents premature closure and improves record quality.

• Data flow: Bi-directional
• Business value: Higher data quality, policy compliance, cleaner case closure

7. Audit and Compliance Workflow for Regulated Cases

In regulated environments, OpenText Core Case can store the complete case history while OpenText Workflow Service manages compliance checkpoints such as evidence review, policy acknowledgment, and audit preparation. For example, during an internal audit case, the workflow can assign evidence collection tasks, track reviewer actions, and ensure all required artifacts are captured before the case is finalized.

• Data flow: Bi-directional
• Business value: Stronger audit readiness, traceable process execution, reduced compliance risk

8. Triggering Follow-Up Actions After Case Resolution

After a case is resolved in OpenText Core Case, OpenText Workflow Service can launch downstream follow-up workflows such as customer satisfaction surveys, corrective action tasks, knowledge article creation, or root-cause analysis. This extends the value of the case beyond resolution and helps organizations improve future performance through structured follow-up.

• Data flow: OpenText Core Case to OpenText Workflow Service
• Business value: Better post-resolution process control, continuous improvement, knowledge reuse