Invoice inquiry cases
Invoice inquiry cases help resolve invoice-related issues raised by suppliers or employees through structured case workflows.
When you receive an email for an inquiry, the application automatically creates an invoice case with a category of Inquiry and one of the following sub-categories:
- Payment inquiry
- Invoice inquiry
- Expedite payment request
- Payment terms issue
- Invoice entry assistance
- Other
Note: An invoice case with a category of Inquiry is referred to as an invoice inquiry case.
However, an agent [sn_ap_cm.agent] can manually create invoice inquiry cases and work on them or create Accounts Payable tasks for those cases and assign them to a user or group. For more information, see Create an invoice inquiry case manually.
Invoice inquiry case life cycle
The following figure illustrates the various states that the invoice inquiry case goes through during its life cycle, from its creation to closure.
Invoice inquiry case life cycle
| State | Description |
|---|---|
| New | The case is created. |
| Assigned | The case is assigned. |
| Work in progress | The case is being worked on. |
| Awaiting requester info | The agent needs more information from the requester to continue working on the case. |
| Awaiting internal info | The agent is waiting for the internal review on the case to complete. |
| Closed complete | The case is closed by entering the closure code. |
| Closed incomplete | The case is marked as incomplete by entering the closure code. Providing the closure details is required when you mark a case as Close incomplete. |
| Canceled | The case is a duplicate, created in error, or no longer required. |
- Work on an invoice inquiry case
Work on an invoice inquiry case to resolve an issue raised by the suppliers or employees. - Create an invoice inquiry case manually
Create invoice inquiry cases to address and respond to questions related to invoices and payment. - Create an invoice task
Create an invoice task and assign it to a user or group to resolve an invoice inquiry case. - Request additional information from the requester for an invoice inquiry case
Request additional information from the requester to continue working on the case. - Submit an invoice inquiry case for an internal review
Submit an invoice inquiry case for an internal review by creating a review task and assigning it to the reviewers. - Close an invoice inquiry case
Mark an invoice inquiry case as resolved after completing all necessary activities and tasks.
Parent Topic:Using Invoice Case Management