opentext Core Case Management Software User Guide

opentext Core Case Management Software

Welcome to OpenText Core Case Managment, a SaaS case management application that lets users create and automate workflows and tasks and adjust them in real time.

This quick start guide overviews immediate actions required for a tenant admin to access and get started with the Core Case Management application including:

• Import case templates
• Create a case application from a template
• Create an instance
• Work on a case

Import Case Templates

• Download the Core Case Management process templates from OpenText MySupport and save to a local drive.
• Navigate to Case application templates.
• Select Import template to import six process templates for HR, IT and Procurement use cases.

Create a Case

Application from a Template

• Select desired template (i.e. Purchase Requisition).
• Provide a template name and select Create.
  
• Under Settings, define general properties for the case.
• Add Users to each of the Functional Roles defined (i.e. Purchasing Associate, Purchasing Manager, Purchasing Approver). You can also delete the functional roles that are not required.
• Publish the case application.

Create a Case Instance

• Click on the ‘+’ icon to see the list of available case applications.
• Select the desired case application (i.e. Purchase Requisition) and fill in the required details and select Create.

Work on a Case

• Select Assign to assign the task to a user.
• Update Case properties and complete the Task. Repeat these steps for additional tasks as needed.
• Resolve the case by selecting the appropriate status (i.e. Approved), add notes and select Resolve.

Tip: Learn how to create a new case application in the Create a Case Application Quick Start Guide.

Need more help? Watch the Core Case Management how-to videos or visit the Community Forum.