OpenText Workflow Service - ServiceNow Integration and Automation

Common Integration Use Cases Between OpenText Workflow Service and ServiceNow

• IT Service Request Fulfillment with Content-Driven Approvals

  Flow: ServiceNow to OpenText Workflow Service, then back to ServiceNow

  When a user submits a service request in ServiceNow that requires policy review or document approval, ServiceNow can trigger an OpenText workflow to route supporting documents, approvals, and exceptions to the right business owners. Once the workflow is completed, OpenText sends the approval outcome back to ServiceNow to continue fulfillment.

  Business value: Reduces manual follow-up, improves approval traceability, and speeds up request completion for requests such as software access, hardware exceptions, or policy-based exceptions.

• Employee Onboarding and Offboarding Coordination

  Flow: Bi-directional

  ServiceNow can manage the service desk and task orchestration for onboarding or offboarding, while OpenText Workflow Service handles document-centric steps such as offer letter collection, signed policy acknowledgements, NDA processing, and exit documentation. Status updates from OpenText can be synchronized to ServiceNow so HR, IT, and Facilities teams can track progress in one place.

  Business value: Creates a controlled cross-functional process, reduces missed steps, and ensures compliance with HR and security requirements.

• Incident Escalation Requiring Formal Case Review

  Flow: ServiceNow to OpenText Workflow Service

  For high-severity incidents, ServiceNow can create a workflow in OpenText to manage structured investigation steps, evidence collection, stakeholder sign-off, and root cause documentation. OpenText can route the case to legal, compliance, or technical review teams and return the final disposition to ServiceNow.

  Business value: Improves accountability for major incidents, standardizes investigation handling, and supports audit-ready documentation.

• Change Management with Supporting Document Control

  Flow: ServiceNow to OpenText Workflow Service

  When a change request in ServiceNow requires design documents, risk assessments, test evidence, or CAB approvals, OpenText can manage the document review and approval workflow. Approved artifacts and decision records are then linked back to the ServiceNow change record.

  Business value: Strengthens change governance, ensures the latest approved documents are used, and reduces change-related compliance gaps.

• Vendor and Third-Party Access Approval Workflow

  Flow: ServiceNow to OpenText Workflow Service, then back to ServiceNow

  ServiceNow can initiate a request for external vendor access, while OpenText manages the supporting contract review, security questionnaire, insurance validation, and approval routing. Once all required documents are validated, OpenText updates ServiceNow so access provisioning can proceed.

  Business value: Helps enforce third-party risk controls, shortens approval cycles, and provides a complete audit trail for vendor access decisions.

• Facilities and Workplace Service Requests with Document Validation

  Flow: ServiceNow to OpenText Workflow Service

  For requests such as office moves, badge issuance, or secure area access, ServiceNow can capture the request and OpenText can manage required forms, identity verification documents, and approvals from security or facilities managers. Final approval status is returned to ServiceNow for execution.

  Business value: Reduces back-and-forth between teams, ensures required documentation is collected, and improves service delivery for workplace operations.

• Compliance and Audit Evidence Collection for Service Records

  Flow: Bi-directional

  ServiceNow can identify records that require audit evidence, while OpenText Workflow Service orchestrates the collection, review, and retention of supporting documents such as approvals, screenshots, logs, and policy acknowledgements. Completed evidence packages can be attached to the relevant ServiceNow record for audit reporting.

  Business value: Simplifies audit preparation, improves evidence consistency, and reduces the risk of missing documentation during compliance reviews.