OpenText Workflow Service - Glean Integration and Automation

Common Integration Use Cases Between OpenText Workflow Service and Glean

1. Enterprise knowledge search for active workflow cases

Flow: OpenText Workflow Service ? Glean

OpenText Workflow Service can publish case and workflow metadata, task status, and linked content references into Glean so employees can search active work items alongside enterprise knowledge. This helps case workers, managers, and support teams quickly find related policies, prior resolutions, templates, and subject matter expertise without leaving their workflow context.

• Reduces time spent searching across shared drives, portals, and email
• Improves consistency in case handling by surfacing approved knowledge
• Helps new employees resolve cases faster with relevant context

2. Workflow task recommendations based on enterprise knowledge

Flow: Glean ? OpenText Workflow Service

When a workflow task is created in OpenText Workflow Service, Glean can return relevant documents, prior cases, FAQs, and expert contacts based on the task type, customer, product, or issue category. These recommendations can be attached to the task or displayed to the assignee before work begins.

• Improves first-time resolution rates
• Supports better decision making for complex approvals and investigations
• Shortens onboarding time for new process participants

3. Policy and procedure lookup during approvals and exceptions

Flow: Bi-directional

For approval workflows, exception handling, or compliance reviews, OpenText Workflow Service can send the current case details to Glean to retrieve the latest policy documents, control standards, and procedural guidance. Users can then return notes, citations, or selected references back into the workflow record for auditability.

• Ensures approvers use current policy versions
• Creates a documented rationale for exception decisions
• Supports audit and compliance requirements

4. Case escalation with expert discovery

Flow: OpenText Workflow Service ? Glean

When a case reaches an escalation threshold, OpenText Workflow Service can pass the case summary, category, and key attributes to Glean to identify internal experts, teams, or related knowledge assets. The workflow can then route the case to the right resolver or suggest collaboration contacts.

• Speeds up escalation handling
• Reduces misrouted tickets and manual triage
• Improves collaboration between operations, legal, HR, IT, and compliance teams

5. Knowledge capture from completed workflows

Flow: OpenText Workflow Service ? Glean

After a workflow is completed, OpenText Workflow Service can publish a structured summary of the resolution, key decisions, and linked artifacts into Glean. This makes successful resolutions searchable and reusable across the enterprise, especially for recurring issues and exception patterns.

• Turns completed work into reusable organizational knowledge
• Reduces repeat investigation effort
• Improves standardization across teams and regions

6. Guided intake using enterprise knowledge before workflow creation

Flow: Glean ? OpenText Workflow Service

Before a user opens a new workflow case, Glean can present relevant intake guidance, required forms, and similar historical cases based on the user?s query or issue description. If the issue still requires action, the user can launch the correct OpenText workflow with prefilled context and supporting references.

• Improves case quality at submission time
• Reduces duplicate or incomplete requests
• Speeds up routing to the correct process

7. Cross-functional process visibility with searchable workflow artifacts

Flow: OpenText Workflow Service ? Glean

OpenText Workflow Service can expose workflow artifacts such as task comments, decision logs, attachments, and status updates to Glean with appropriate permissions. Business users can then search across active and historical process information to understand dependencies, identify blockers, and locate supporting evidence.

• Improves transparency across departments
• Reduces status-chasing and manual follow-up
• Supports faster issue resolution with better context

8. Continuous improvement by analyzing workflow patterns in search behavior

Flow: Bi-directional

Glean search trends can reveal what employees are looking for during workflow execution, such as missing instructions, unclear policies, or repeated exception scenarios. OpenText Workflow Service can use these insights to update process steps, add decision support, or trigger new knowledge capture tasks.

• Identifies process gaps and documentation issues
• Improves workflow design based on real user behavior
• Creates a feedback loop between operations and knowledge management