OpenText Core Case - iconik Integration and Automation

Common Integration Use Cases Between OpenText Core Case and iconik

1. Media-Rich Customer Complaint or Claims Case Management

Data flow: iconik to OpenText Core Case

When a customer complaint, insurance claim, or service dispute includes video, audio, or image evidence, iconik can store and organize the media assets while OpenText Core Case manages the full case lifecycle. The integration can automatically attach approved media files, thumbnails, metadata, and links to the relevant case record.

• Claims adjusters and investigators access evidence directly from the case view
• Reduces manual file searching across shared drives and email threads
• Improves auditability by linking media evidence to case decisions and outcomes

2. Compliance Investigation with Centralized Evidence Tracking

Data flow: bi-directional

For compliance, legal, or internal audit investigations, iconik can serve as the controlled repository for recorded interviews, surveillance footage, or training materials, while OpenText Core Case manages tasks, approvals, findings, and remediation actions. Case updates can push status changes back to iconik metadata for easier tracking.

• Supports chain-of-custody style evidence handling
• Ensures investigators work from the latest approved media version
• Links corrective actions and approvals to specific media assets

3. Broadcast or Marketing Asset Review and Approval Cases

Data flow: iconik to OpenText Core Case

Media teams often need structured review workflows for campaign videos, trailers, promos, or branded content. iconik can store the asset and its versions, while OpenText Core Case manages review requests, stakeholder approvals, exceptions, and final sign-off. The case can include deadlines, comments, and approval history.

• Speeds up cross-functional review between creative, legal, and brand teams
• Creates a clear approval trail for regulated or high-value content
• Reduces version confusion by tying approvals to the exact media asset

4. Customer Support Escalations with Media Evidence

Data flow: OpenText Core Case to iconik

Support teams handling technical issues, product defects, or field incidents can create a case in OpenText Core Case and send related media requests or uploads to iconik. For example, a customer-submitted video showing a product failure can be stored in iconik and linked back to the support case for engineering review.

• Improves resolution speed for issues that require visual evidence
• Helps support agents share media securely with engineering or product teams
• Preserves a structured record of issue reproduction evidence

5. Incident Response and Crisis Management Coordination

Data flow: bi-directional

During a crisis, security incident, or operational disruption, iconik can hold?? footage, press assets, or situation updates, while OpenText Core Case coordinates the response workflow. Case tasks can assign owners, track decisions, and escalate actions, while media updates and approved communications are synchronized for consistent response management.

• Supports rapid coordination across communications, legal, and operations teams
• Keeps approved media and response materials aligned with active case status
• Improves visibility into what has been reviewed, approved, and released

6. Rights, Usage, and Release Management for Media Assets

Data flow: bi-directional

Organizations managing licensed footage, talent releases, or usage restrictions can use iconik to store the media and OpenText Core Case to manage rights review, approval workflows, and exception handling. Case records can capture contract references, expiration dates, and approval decisions, while iconik metadata can reflect usage status.

• Prevents unauthorized use of restricted media
• Provides a structured process for legal and rights approvals
• Helps teams quickly identify assets cleared for publication

7. Training, Onboarding, and Knowledge Case Packages

Data flow: OpenText Core Case to iconik

For onboarding, compliance training, or operational knowledge cases, OpenText Core Case can manage the assignment, review, and completion of learning-related tasks, while iconik stores the supporting video content, demonstrations, and rich media reference materials. The case can link to the correct training assets and track completion evidence.

• Improves consistency in training delivery across departments
• Makes it easier to distribute approved media to case participants
• Creates a single record for training content, tasks, and completion status

8. Executive or Board Reporting with Supporting Media Evidence

Data flow: iconik to OpenText Core Case

When business cases require supporting media for executive review, such as incident summaries, campaign performance clips, or customer testimonial videos, iconik can store the source assets and OpenText Core Case can package them into a structured review case. This gives leadership a concise view of the issue, supporting evidence, and required decisions.

• Improves decision-making with organized supporting media
• Reduces time spent assembling presentation materials manually
• Ensures leadership reviews the right version of each asset