Smartsheet - OpenText Core Case Integration and Automation

Common Integration Use Cases Between Smartsheet and OpenText Core Case

1. Project Intake to Case Creation for Operational Requests

Flow: Smartsheet to OpenText Core Case

Business teams can use Smartsheet forms to capture new work requests such as customer escalations, compliance reviews, policy exceptions, or internal service requests. When a request meets defined criteria, the integration creates a new case in OpenText Core Case with the submitted details, attachments, and requester information.

• Reduces manual rekeying from intake spreadsheets into case systems
• Ensures every qualifying request is tracked as a governed case
• Improves turnaround time for triage and assignment

2. Case Status Synchronization for Project and Work Tracking

Flow: OpenText Core Case to Smartsheet

When a case moves through key stages such as opened, under review, pending approval, or resolved, status updates can be pushed into Smartsheet so operational teams have a live view of case progress alongside related project work. This is useful for teams managing remediation plans, customer issue resolution, or compliance follow-up activities.

• Gives project managers visibility into case-driven dependencies
• Supports cross-functional coordination without switching systems
• Helps leadership monitor throughput and bottlenecks in one place

3. Document and Evidence Handoff Between Work Plans and Case Files

Flow: Bi-directional

Smartsheet often stores task plans, checklists, and supporting files for initiatives that generate case work. OpenText Core Case can receive relevant documents, approvals, and evidence from Smartsheet when a task reaches a milestone. In return, case-related artifacts such as investigation notes, correspondence, and final decisions can be linked back to the Smartsheet project row for full context.

• Creates a single operational thread between project execution and case resolution
• Improves auditability by preserving supporting evidence in the case record
• Reduces time spent searching across shared drives and email

4. SLA and Escalation Tracking for High Priority Cases

Flow: OpenText Core Case to Smartsheet

For cases with service level targets or regulatory deadlines, OpenText Core Case can send milestone and due date data into Smartsheet dashboards. Teams can then track aging, overdue items, escalation status, and ownership across multiple case queues. This is especially valuable for claims, complaints, legal reviews, and compliance investigations.

• Provides operational dashboards for managers and executives
• Highlights overdue cases before they become compliance risks
• Supports workload balancing across teams and regions

5. Remediation Task Management for Case Outcomes

Flow: OpenText Core Case to Smartsheet

When a case requires follow-up actions after resolution, such as policy updates, customer compensation, process corrections, or control improvements, OpenText Core Case can create a corresponding task plan in Smartsheet. Each action item can be assigned, tracked, and reported until completion.

• Turns case findings into measurable operational work
• Improves accountability for post-case remediation
• Helps organizations close the loop between issue resolution and process improvement

6. Approval Workflow Coordination for Exceptions and Decisions

Flow: Smartsheet to OpenText Core Case

Smartsheet can manage the operational steps leading to an exception request, such as collecting supporting information, routing for review, and preparing decision packages. Once ready, the integration creates or updates a case in OpenText Core Case for formal review and approval, with all supporting data attached.

• Standardizes exception handling across departments
• Ensures decision records are stored in a controlled case environment
• Improves consistency in approvals and audit trails

7. Portfolio Reporting on Case-Driven Work

Flow: Bi-directional

Organizations can combine Smartsheet project data with OpenText Core Case metrics to report on the full lifecycle of case-driven initiatives. For example, a compliance team can track the number of open cases, average resolution time, related remediation tasks, and completion rates in Smartsheet dashboards while pulling case status and outcome data from OpenText Core Case.

• Enables end-to-end reporting across case management and execution work
• Supports better forecasting of effort, risk, and resource needs
• Improves executive visibility into business performance