OpenText Information Archive - ServiceNow Integration and Automation

Common Integration Use Cases Between OpenText Information Archive and ServiceNow

1. Archived Record Retrieval from ServiceNow Incidents and Requests

Data flow: ServiceNow to OpenText Information Archive, then OpenText Information Archive back to ServiceNow

When agents work incidents, HR cases, or service requests in ServiceNow, they often need access to historical records stored in OpenText Information Archive. An integration can let users search and retrieve archived emails, documents, invoices, or transaction records directly from the ServiceNow case record without leaving the platform.

• Reduces time spent switching between systems
• Improves first contact resolution for support teams
• Provides controlled access to compliant historical data

2. Legacy System Decommissioning with Service Desk Access to Archived Data

Data flow: Legacy systems to OpenText Information Archive, with ServiceNow as the access and request layer

Organizations retiring older ERP, CRM, or custom applications can archive the data in OpenText Information Archive and expose access through ServiceNow. ServiceNow becomes the front door for business users and support teams to request or view legacy records after the source system is shut down.

• Supports application retirement while preserving operational access
• Reduces licensing and infrastructure costs for obsolete systems
• Creates a governed process for data access requests and approvals

3. Compliance Evidence and Audit Support for ServiceNow Cases

Data flow: OpenText Information Archive to ServiceNow

Audit, legal, privacy, and compliance teams can use ServiceNow cases to request evidence stored in OpenText Information Archive, such as retention records, correspondence, approvals, or transaction history. The archive can automatically attach or link the requested evidence to the case for review and audit response.

• Speeds up audit and regulatory response cycles
• Improves traceability of evidence requests and fulfillment
• Ensures records are retrieved from a compliant system of record

4. Retention and Disposition Workflow Management

Data flow: ServiceNow to OpenText Information Archive, with status updates back to ServiceNow

ServiceNow can manage retention review tasks, disposition approvals, and exception handling for archived content stored in OpenText Information Archive. When records reach retention milestones, ServiceNow workflows can route approvals to legal or records management teams before disposition actions are executed in the archive.

• Provides a clear approval trail for records disposition
• Improves governance over retention policy enforcement
• Reduces manual tracking of disposition activities

5. Employee and Customer Case History Consolidation

Data flow: OpenText Information Archive to ServiceNow

ServiceNow HR, customer service, or operations teams can pull archived case history, correspondence, and supporting documents into a single view for faster decision making. This is especially useful when handling long-running employee matters, customer disputes, warranty claims, or contract-related questions.

• Gives agents a complete historical context
• Improves consistency in case handling and decisions
• Supports long-duration workflows that span multiple systems

6. Secure Fulfillment of Data Subject Access and Legal Hold Requests

Data flow: ServiceNow to OpenText Information Archive, with fulfillment results returned to ServiceNow

Privacy and legal teams can use ServiceNow to intake, track, and approve data subject access requests, legal holds, and eDiscovery-related requests. OpenText Information Archive supplies the relevant retained records while ServiceNow manages the request lifecycle, deadlines, and stakeholder communication.

• Centralizes request intake and SLA tracking
• Improves compliance with privacy and legal obligations
• Creates an auditable workflow from request to fulfillment

7. Archived Content Lookup for IT Operations and Problem Management

Data flow: ServiceNow to OpenText Information Archive

IT operations teams can use archived change records, incident correspondence, system logs, and project documentation stored in OpenText Information Archive to investigate recurring issues or validate past remediation actions. Linking this information to ServiceNow problem records helps teams identify root causes faster.

• Improves problem analysis with historical evidence
• Supports knowledge reuse across operations teams
• Reduces repeat incidents caused by missing context

8. Controlled Access to Archived Business Documents from ServiceNow Portals

Data flow: OpenText Information Archive to ServiceNow

ServiceNow self-service portals can provide role-based access to archived business documents such as invoices, contracts, policy acknowledgments, or customer correspondence stored in OpenText Information Archive. This allows employees, suppliers, or customers to request and retrieve approved documents through a familiar portal experience.

• Improves self-service and reduces help desk volume
• Maintains security and access controls on archived content
• Enhances user experience without exposing the archive directly