Create a payment inquiry case for an external inquiry

As an inquiry agent, you can create an inquiry case for an external inquiry that you receive from a third-party bank.

Before you begin

Role required: sn_bom_payment.inquiry_agent or sn_bom_payment.inquiry_agent_connector

About this task

An external inquiry is the inquiry that comes from a third-party bank, which means that the payment recipient is always internal.

Note:

There can never be a case where both the inquiry and the recipient are external.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. In the Lists tab, under Payment Inquiry Cases, click All.
4. Click New.
5. In the New Payment Inquiry Case dialog box, select Beneficiary Claim Non-Receipt - External from the list.
6. Click Create.
7. On the form, fill in the required fields and any other information that is related to the request that you've received from the sender bank.
   For information on Payment Inquiry Case form field descriptions, see Field descriptions for a payment inquiry case.
8. Click Save.

Result

The payment inquiry case is created in the New state and is assigned to an assignment group or inquiry agent in the payment inquiry department. The assignment group or user to whom the case is assigned is based on the assignment rules.

What to do next

• As an inquiry agent, if the case is not assigned to you, you can assign the case to yourself and start investigating it. For more information on working on a payment inquiry case, see Investigate a payment inquiry case.

• You can also assign the case to any other inquiry agent. For more information, see Assign a payment inquiry case.