Slack - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Slack and OpenText Core Case

• Case intake notifications and triage in Slack
  When a new case is created in OpenText Core Case, a Slack message can be posted to the appropriate team channel with the case summary, priority, owner, and due date. This helps support, claims, or compliance teams triage incoming work faster and assign the right specialist without waiting for email updates. Data flow: OpenText Core Case to Slack.
• Slack-based case collaboration with case record updates
  Teams can discuss a case in Slack while key decisions, comments, or approvals are pushed back into OpenText Core Case as case notes or activity updates. This keeps the case file complete and auditable while allowing staff to collaborate in the channel they already use. Data flow: Bi-directional.
• Escalation alerts for overdue or high-risk cases
  OpenText Core Case can trigger Slack alerts when a case breaches SLA thresholds, remains unassigned, or is marked high priority. Managers and case owners receive immediate visibility in a dedicated escalation channel, enabling faster intervention and reducing resolution delays. Data flow: OpenText Core Case to Slack.
• Approval requests and decision routing through Slack
  For cases requiring review, such as claims exceptions or compliance exceptions, OpenText Core Case can send an approval request to Slack. Approvers can review the summary, ask clarifying questions, and approve or reject the request, with the final decision written back to the case record. Data flow: Bi-directional.
• Document and evidence sharing from Slack into the case file
  When users share files, screenshots, or supporting evidence in a Slack channel, the integration can attach those items to the corresponding OpenText Core Case. This is useful for investigations, customer disputes, and audit cases where all supporting material must be retained in one governed repository. Data flow: Slack to OpenText Core Case.
• Cross-functional case status visibility for stakeholders
  OpenText Core Case can publish status changes, milestone completions, or closure notifications to Slack channels used by operations, legal, finance, or customer service. This reduces manual status chasing and keeps dependent teams informed without requiring access to the full case management interface. Data flow: OpenText Core Case to Slack.
• Slack command or bot to search and retrieve case details
  Users can query OpenText Core Case from Slack using a bot or slash command to retrieve case status, owner, last update, or related documents. This improves productivity for frontline teams that need quick answers during customer calls or internal coordination. Data flow: Slack to OpenText Core Case.
• Incident-to-case handoff for structured resolution
  A discussion in Slack about a customer issue, policy exception, or operational incident can be converted into a formal case in OpenText Core Case with the relevant conversation context, participants, and attachments. This ensures informal collaboration transitions into a governed workflow with accountability and traceability. Data flow: Slack to OpenText Core Case.