SharePoint - OpenText Core Case Integration and Automation

Common Integration Use Cases Between SharePoint and OpenText Core Case

1. Case File Repository in SharePoint for OpenText Core Case

Data flow: OpenText Core Case ? SharePoint

Use SharePoint as the controlled document repository for case-related files such as evidence, correspondence, forms, and supporting records while OpenText Core Case manages the case workflow, tasks, and status. Each case in OpenText can link to a dedicated SharePoint folder or document library where users store version-controlled documents with permissions aligned to the case team.

Business value: Improves document governance, simplifies collaboration on case materials, and gives case workers a familiar Microsoft 365 experience for reviewing and updating files.

2. Case Intake from SharePoint Forms and Portals

Data flow: SharePoint ? OpenText Core Case

Use SharePoint as the front-end intake portal for employees, partners, or customers to submit case requests, complaints, claims, or compliance issues. Submitted forms, attachments, and metadata are passed into OpenText Core Case to create a new case with the correct category, priority, and assignment rules.

Business value: Standardizes intake, reduces manual data entry, and ensures every request enters the case management process with complete and structured information.

3. Centralized Collaboration Workspace for Active Cases

Data flow: Bi-directional

Use SharePoint as the collaboration workspace for cross-functional teams working on active cases managed in OpenText Core Case. Case status, owner, due dates, and key milestones can be synchronized from OpenText into SharePoint, while comments, updated documents, and task-related artifacts created in SharePoint are linked back to the case record.

Business value: Gives legal, operations, compliance, and customer service teams a shared workspace without losing the structured case record and accountability in OpenText.

4. Compliance Case Evidence Management

Data flow: SharePoint ? OpenText Core Case

Store audit evidence, policy documents, approvals, and regulatory correspondence in SharePoint, then attach or reference them within OpenText Core Case for investigation and resolution. OpenText manages the case timeline, findings, and actions, while SharePoint provides secure retention, version history, and controlled access to supporting evidence.

Business value: Strengthens audit readiness, improves traceability of evidence, and supports consistent handling of regulated cases such as policy exceptions, investigations, and internal reviews.

5. Customer Support Escalation to Structured Case Management

Data flow: SharePoint ? OpenText Core Case

When support teams manage knowledge articles, escalation templates, or internal playbooks in SharePoint, unresolved or high-risk issues can be escalated into OpenText Core Case with the relevant article links, customer details, and issue history. This creates a formal case for investigation while preserving the supporting knowledge content in SharePoint.

Business value: Reduces time spent re-entering information, improves escalation consistency, and helps support teams move from ad hoc handling to governed case resolution.

6. Case Status Reporting and Executive Dashboards

Data flow: OpenText Core Case ? SharePoint

Publish case metrics from OpenText Core Case into SharePoint dashboards for operational reporting, management review, and team visibility. Examples include open cases by category, aging cases, SLA breaches, resolution times, and workload by team. SharePoint can serve as the portal where leaders review performance and drill into linked case summaries.

Business value: Improves transparency, supports faster decision-making, and gives business leaders a single place to monitor case performance across departments.

7. External Partner Collaboration on Sensitive Cases

Data flow: Bi-directional

Use SharePoint to securely share selected documents with external parties such as insurers, auditors, vendors, or legal counsel, while OpenText Core Case maintains the authoritative case record and task progression. Updates from external reviewers, revised documents, and approvals can be synchronized back into the case workflow.

Business value: Enables secure collaboration beyond the enterprise boundary while maintaining control, auditability, and case ownership.

8. Case Closure and Records Archiving

Data flow: OpenText Core Case ? SharePoint

When a case is closed in OpenText Core Case, final documents, closure notes, approvals, and disposition records can be archived in SharePoint according to retention and records management policies. SharePoint can serve as the long-term access point for closed case materials, especially for departments that need searchable historical records.

Business value: Supports retention compliance, reduces clutter in active case systems, and makes closed case information easier to retrieve for audits, legal review, or future reference.