OpenText Core Case - OpenText Documentum Integration and Automation

Common Integration Use Cases Between OpenText Core Case and OpenText Documentum

1. Regulated case file assembly for investigations and compliance reviews

Data flow: OpenText Documentum → OpenText Core Case

Documentum can serve as the controlled repository for policies, evidence, correspondence, and regulated records, while Core Case assembles the relevant documents into a single case view for investigators or compliance officers. This allows teams to work from approved content without duplicating files, improving auditability and reducing the risk of using outdated or unauthorized documents.

Business value: Faster case resolution, stronger compliance control, and a complete audit trail for every investigation or review.

2. Customer complaint and claims handling with governed document retrieval

Data flow: OpenText Core Case → OpenText Documentum

Core Case can manage the end-to-end complaint or claims workflow, while Documentum stores supporting documents such as contracts, policy documents, medical records, or claim evidence under strict retention and access rules. Case workers can request or attach documents from Documentum, and finalized case outcomes can be archived back into Documentum as controlled records.

Business value: Better service consistency, reduced manual document chasing, and improved retention compliance for closed cases.

3. Controlled review and approval of case-related documents

Data flow: OpenText Core Case → OpenText Documentum

When a case requires formal review of a document, Core Case can trigger approval tasks and route the final version to Documentum for controlled publishing, records declaration, or retention management. This is useful for legal reviews, policy exceptions, adverse event reports, or regulatory submissions where the case drives the document lifecycle.

Business value: Clear separation between operational case work and governed document control, with fewer approval gaps and stronger traceability.

4. Evidence and correspondence capture from case activity into records management

Data flow: OpenText Core Case → OpenText Documentum

Emails, attachments, notes, and case-generated correspondence can be automatically transferred from Core Case into Documentum as official records once a milestone is reached or the case is closed. This ensures that the final evidence package is preserved in a compliant repository with retention schedules, legal holds, and disposition controls.

Business value: Reduced manual filing effort, consistent recordkeeping, and lower risk during audits or litigation.

5. Document-driven case initiation from controlled content events

Data flow: OpenText Documentum → OpenText Core Case

Specific events in Documentum, such as a new version of a controlled SOP, a missing signature, an expired certificate, or a flagged record, can automatically create a case in Core Case for follow-up. The case then assigns tasks to the right team, tracks remediation, and closes only when the issue is resolved and documented.

Business value: Faster response to content exceptions, improved governance, and fewer missed compliance actions.

6. Cross-functional exception management for regulated operations

Data flow: Bi-directional

In regulated environments, exceptions often require both operational coordination and document control. Core Case can manage the exception workflow across quality, legal, operations, and compliance teams, while Documentum stores the approved exception request, supporting evidence, and final decision as controlled content. Status updates from the case can synchronize back to Documentum to keep records current.

Business value: Better coordination across departments, reduced cycle time for exception approvals, and a defensible compliance record.

7. Lifecycle closure of cases into long-term archival records

Data flow: OpenText Core Case → OpenText Documentum

Once a case is resolved, the complete case package, including tasks, notes, attachments, and outcome summaries, can be transferred to Documentum for long-term retention and records management. This is especially valuable for government, energy, and life sciences organizations that must retain case evidence for extended periods and prove chain of custody.

Business value: Simplified case closure, stronger archival governance, and easier retrieval for future audits or legal discovery.

8. Shared access to authoritative documents within case workspaces

Data flow: OpenText Documentum → OpenText Core Case

Core Case can present links or controlled views of authoritative documents stored in Documentum directly inside the case workspace. Case workers gain immediate access to the latest approved version of a document without leaving the case, while Documentum remains the system of record for versioning, permissions, and retention.

Business value: Higher productivity for case teams, fewer version-control errors, and a single source of truth for governed content.