---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case Management for Invoice Operations

# Case Management for Invoice Operations {#ariaid-title1}

Release version: Australia  
Updated June 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
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## Summary of Case Management for Invoice Operations

The Case Management for Invoice Operations application enables customer service agents to create and manage cases related to invoice issues.
Agents can create cases for specific lines within a single invoice or for multiple invoices, allowing detailed tracking of multiple issues under one invoice case.
This application is designed to handle invoice disputes, requested corrections, and related tasks by referencing multiple invoices or invoice lines as case lines within a single case record.
Show full answer Show less  
Agents can independently resolve issues on each case line, create tasks for team collaboration, assign case lines to other agents, and monitor case progress until resolution and closure.

## Key Features

* **Invoice Case Type:** Supports referencing multiple invoices or invoice lines as case lines in a single case.
* **Case Line Management:** Allows tracking and resolving multiple independent issues within one invoice case.
* **Task Assignment:** Enables agents to create tasks and assign case lines to other agents or team members for collaboration.
* **Multiple UI Access Points:** Agents can create and manage invoice cases from CSM Configurable Workspace or Core UI.
* **Supports Common Invoice Issues:** Handles disputes related to price adjustments, price discrepancies, incorrect customer information, missing or incorrect items, SKU errors, currency issues, unit of measure errors, negotiated price disputes, and incorrect invoice numbering.
* **Integration with Case Lines and Workflows:** Depends on the Case lines and workflows application to operate effectively.
* **Comprehensive Components:** Includes tables, roles, service definitions, and list views designed for both CSM Configurable Workspace and Core UI.

## How It Works

Agents initiate invoice cases by selecting invoices or invoice lines that require attention. After creating a case, agents can:

* Add or remove invoice lines from the case.
* Edit case line details.
* Assign case lines to themselves or other agents.
* Create and manage tasks associated with case lines.
* Submit the invoice case to move it from Draft to New state, indicating it is ready for resolution activities.

This structured approach facilitates efficient handling and resolution of invoice-related issues.

## Benefits for ServiceNow Customers

* Streamlines management of complex invoice issues by consolidating multiple disputes or corrections within a single case.
* Improves collaboration through task assignments and case line ownership.
* Enhances accuracy and accountability in resolving invoice disputes, reducing errors and delays in invoice processing.
* Supports comprehensive tracking and reporting of invoice case progress through integrated UI views.
* Facilitates faster resolution of customer billing issues, improving customer satisfaction and operational efficiency.

## Getting Started

The application is available on the ServiceNow Store and requires the Case lines and workflows plugin for full functionality. Agents can access invoice cases through the CSM Configurable Workspace or Core UI interfaces. For detailed creation steps and configuration, users should refer to the Create an invoice case guide and related documentation.  
The Case Management for Invoice Operations application enables customer service agents to create cases for specific lines from a single invoice or for multiple invoices.
The Case Management for Invoice Operations application includes the [Invoice case type](https://www.servicenow.com/docs/3G68F_KWwU84s27MZwhFZw#invoice-ops-installed-components__section_rvn_g3d_hdc). This case type provides the ability to reference multiple invoices or invoice lines as case lines on an invoice case record. By
using case lines, agents can track multiple issues for the same invoice case and resolve the issues in each case line independently before resolving and closing the invoice
case.

Use invoice cases to handle issues such as invoice disputes or requested corrections. With this application, agents can create an invoice case and add the invoices or invoice lines that are being disputed or that must be
corrected. Agents can work through the case, create case tasks for other team members as needed, or assign case lines to other agents.

## Benefits of using invoice cases {#csm-invoice-operations__section_x22_qq5_pdc}

Businesses can encounter invoice issues for many reasons including price or quantity discrepancies or incorrect products or services. Invoice issues can also result from incorrect customer details such as incorrect billing or
shipping locations. The following table provides some examples of these issues and the resulting invoice cases.  
{#csm-invoice-operations__table_vm2_mcg_b2c__entry__2}

| Reason | Case example |
|-|-|
| Price adjustments | The quantity of items invoiced does not match what was ordered or delivered, leading to either underbilling or overbilling. |
| Price discrepancies | The amount billed does not match the agreed-upon price or contract terms, such as incorrect discounts, tax calculations, or unit prices. |
| Incorrect customer information | The invoice contains errors in the customer's name, address, or billing information, which can affect payment processing. |
| Missing or incorrect items | An invoice includes products or services that were not delivered, or omits items that were delivered but not invoiced. |
| Part number or SKU errors | The part numbers or SKUs listed on the invoice do not match the products that were ordered or delivered, causing confusion or errors in inventory and payment processing. |
| Currency issues | An invoice is issued in the wrong currency or without proper conversion rates, creating discrepancies in the payment amount. |
| Incorrect unit of measure (UOM) | The unit of measure (for example, quantity per box, per meter, per kilogram) on the invoice is incorrect, causing confusion or errors in pricing and quantity calculations. |
| Dispute on negotiated price, discounts, or promotions | The invoice reflects a different price than what was negotiated, or discounts and promotions are not applied, leading to a dispute over the final amount due. |
| Incorrect invoice number | The invoice number does not follow the correct sequence, leading to accounting or tracking problems. |
[Table 1. Invoice case examples]

{#csm-invoice-operations__table_vm2_mcg_b2c}

## Overview of creating an invoice case {#csm-invoice-operations__section_o31_tq5_pdc}

The following table provides an overview of the process for creating an invoice case. For detailed steps, see [Create an invoice case](https://www.servicenow.com/docs/P8ean_NhA_d6MbRPYdlOIQ "Create an invoice case for a customer invoice or for selected invoice lines.").  
{#csm-invoice-operations__table_hpc_lhk_fdc__entry__2}

| Step | Description |
|-|-|
| Creating an invoice case | An agent can create an invoice case from CSM Configurable Workspace or from the Core UI by selecting New from the Invoice Cases list view. |
| Viewing the invoice case record | After creating an invoice case record, agents can: * Add invoices or invoice lines to the case. * Delete invoices or invoice lines from the case. * Create new invoice case lines. * Edit the details of invoice case lines. * Assign invoice case lines to themselves. * Create tasks for invoice case lines. {#csm-invoice-operations__ul_s3p_rkk_fdc} |
| Submitting the invoice case record | Selecting Save on the Invoice case record moves the invoice case to the Draft state. After reviewing the record details, the agent can select Submit on the Invoice case record to move the invoice case and the invoice case lines to the New state. Once in the New state, agents can begin working to resolve the invoice case. This includes creating tasks for invoice case lines, assigning them to other agents or team members, and monitoring case progress. |
[Table 2. Steps for creating an invoice case]

{#csm-invoice-operations__table_hpc_lhk_fdc}

## Case Management for Invoice Operations plugin {#csm-invoice-operations__section_vyh_lyh_2cc}

Case Management for Invoice Operations (com.sn_csm_invoice) is a case management application for handling support requests on invoices or invoice lines. This application enables customers to process invoice service requests such as invoice disputes or invoice inquiries.  
Note:  
The Case Management for Invoice Operations application has a dependency on the [Case lines and workflows](https://www.servicenow.com/docs/fLmHOBCPQpA0ZFK5nxKrhA "The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents and customers with the sn_customerservice.customer role can use these line items to capture, track, and resolve multiple related issues in a single case.") application (com.sn_case_line).  
The Case Management for Invoice Operations application includes list views for CSM Configurable Workspace and Core UI.

* In CSM Configurable Workspace, expand the Invoice Cases list category in the Lists tab.
* In Core UI, navigate to AllInvoice Case.
{#csm-invoice-operations__ul_nyr_13w_tcc}

The Case Management for Invoice Operations application also includes tables, roles, service definitions, the Invoice case type, and other components. For more information, see [Components installed with Case Management for Invoice Operations](https://www.servicenow.com/docs/3G68F_KWwU84s27MZwhFZw "Several types of components are installed with the Case Management for Invoice Operations application, including tables, roles, and service definitions.").

The Case Management for Invoice Operations application is available from the ServiceNow Store.

## Request apps on the Store {#csm-invoice-operations__id_mql_xrt_cwb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#csm-invoice-operations__inline-send-to-store}

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