OpenText Workflow Service - OpenText Push Notifications for Cloud Messaging Integration and Automation

Common Integration Use Cases Between OpenText Workflow Service and OpenText Push Notifications for Cloud Messaging

1. Workflow task alerts for approvers and reviewers

Data flow: OpenText Workflow Service ? OpenText Push Notifications for Cloud Messaging

When a workflow reaches a human task such as approval, review, or exception handling, the Workflow Service triggers a push notification to the assigned user?s mobile or web app. The notification can include the task name, due date, priority, and a direct link to the workflow item.

• Speeds up response times for time-sensitive approvals
• Reduces missed tasks and workflow bottlenecks
• Improves accountability by notifying the right person immediately

2. Escalation notifications for overdue workflow items

Data flow: OpenText Workflow Service ? OpenText Push Notifications for Cloud Messaging

If a task remains uncompleted beyond a defined SLA, the workflow engine sends an escalation notification to the user, team lead, or manager. This is useful for invoice approvals, case reviews, compliance sign-offs, and service requests.

• Supports SLA compliance and operational control
• Helps managers intervene before delays affect business outcomes
• Creates visibility into stalled processes

3. Real-time status updates for case or process milestones

Data flow: OpenText Workflow Service ? OpenText Push Notifications for Cloud Messaging

As a case moves through key milestones such as submitted, under review, approved, rejected, or completed, the workflow service sends status updates to internal users or external stakeholders through push notifications. This is especially valuable in customer service, claims processing, onboarding, and procurement.

• Keeps stakeholders informed without requiring manual follow-up
• Reduces inbound status inquiries to operations teams
• Improves transparency across departments

4. Exception and incident alerts for operational teams

Data flow: OpenText Workflow Service ? OpenText Push Notifications for Cloud Messaging

When a workflow detects an exception such as missing data, failed validation, policy breach, or integration error, it can immediately notify the responsible operations or support team. The alert can include the case ID, error summary, and recommended next action.

• Enables faster exception resolution
• Minimizes process downtime and manual investigation
• Supports proactive operational management

5. Mobile task assignment for field and remote workers

Data flow: OpenText Workflow Service ? OpenText Push Notifications for Cloud Messaging

For organizations with field inspectors, service technicians, or remote case handlers, the workflow service can push new assignments directly to mobile devices. Users receive notifications when a task is ready, along with location, customer, or document details needed to act quickly.

• Improves productivity for distributed teams
• Reduces delays caused by email dependency
• Supports on-the-go execution of business processes

6. User acknowledgment and response capture

Data flow: OpenText Push Notifications for Cloud Messaging ? OpenText Workflow Service

After a push notification is delivered, the user can acknowledge, approve, reject, or request more information from the mobile or web interface. That response is sent back to the Workflow Service to advance the process automatically.

• Creates a closed-loop workflow experience
• Eliminates unnecessary navigation into back-office systems
• Accelerates decision-making in high-volume processes

7. Customer-facing workflow updates for service transparency

Data flow: OpenText Workflow Service ? OpenText Push Notifications for Cloud Messaging

In customer service or claims workflows, the system can notify customers when a request is received, assigned, updated, or completed. Notifications can be sent through a branded mobile app or web channel to keep customers informed throughout the process.

• Improves customer experience through proactive communication
• Reduces call center volume and status-chasing emails
• Strengthens trust with timely, consistent updates

8. Bi-directional workflow engagement for urgent approvals

Data flow: OpenText Workflow Service ? OpenText Push Notifications for Cloud Messaging

For urgent business processes such as contract approvals, purchase requests, or compliance exceptions, the workflow service sends a push notification and the user responds directly from the notification. The response is captured by the workflow engine, which then routes the item to the next step or closes the case.

• Supports fast turnaround for critical business decisions
• Combines orchestration with real-time user engagement
• Reduces process friction across legal, finance, and operations teams