---
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


---

# Installed components

# Components installed with Case Management for Invoice Operations {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Components installed with Case Management for Invoice Operations

The Case Management for Invoice Operations application in ServiceNow Australia release provides essential components to manage invoice-related customer service cases.
It includes specialized tables, roles, service definitions, SLAs, case types, form views, archive rules, and workflows designed to handle invoice disputes efficiently.
This enables ServiceNow customers to track and resolve invoice issues systematically within their customer service environment.
Show full answer Show less  

## Key Features

* **Tables:** Adds *Invoice Case* and *Invoice Case Line* tables that extend core case and case line tables to capture invoice dispute details, invoice lines, and related characteristics.
* **Roles:** Provides dedicated roles such as Invoice Case Agent, Manager, and Task Agent, along with granular roles (viewer, creator, writer) to control access to invoice cases and related data. These roles ensure appropriate CRUD and read-only permissions tailored to user responsibilities.
* **Service Definitions:** Includes the *Invoice Disputes* service definition (post-sale type) that agents select when raising disputes for invoices or invoice lines. This service is part of the Invoice service definition category and is inactive by default, requiring administrator activation.
* **Service Level Agreements (SLAs):** Defines initial response and resolution SLAs with different priorities (P1 to P4), specifying start, stop, pause, and resume conditions, schedules, and durations to ensure timely case handling.
* **Invoice Case Type and Form Views:** Adds an invoice-specific case type with fields like Invoice Number and Request Source, viewable in CSM Configurable Workspace and Core UI with related lists for case lines and tasks, facilitating detailed case tracking.
* **Archive Rules:** Automates archiving of closed invoice cases and case lines older than two years, including related tasks and characteristics, and deletion of archived records after five years, maintaining system performance and data compliance.
* **Workflows:** Contains a subflow that maps customer invoice data (such as Account and Contact) to invoice case records, ensuring data consistency during case creation from invoices.

## Practical Benefits for ServiceNow Customers

* Enables structured management of invoice disputes within the customer service framework.
* Provides role-based access control to ensure users have appropriate permissions for invoice case handling.
* Offers SLA configurations to meet organizational response and resolution time requirements for invoice cases.
* Supports efficient data mapping and integration between invoice records and case management.
* Includes archiving capabilities to manage data lifecycle and system performance.
* Allows customization and activation of service definitions to align with business processes.  
Several types of components are installed with the Case Management for Invoice Operations application, including tables, roles, and service definitions.

## Tables {#invoice-ops-installed-components__section_dvq_42t_ncc}

The Case Management for Invoice Operations application adds the following tables.  
{#invoice-ops-installed-components__table_v3g_jhj_jcc__entry__2}

| Table | Description |
|-|-|
| Invoice Case \[sn_csm_invoice_case\] | Stores invoice case records. This table extends the Case \[sn_customerservice_case\] table. Records in the Invoice Case table use the prefix INVCS. |
| Invoice Case Line \[sn_csm_invoice_case_line\] | Stores the case line items created for invoice cases. This table extends the Case Line \[sn_case_line\] table. Requesters and fulfillers can use this table to capture the invoices and invoice lines as line items on an invoice case for which they want to resolve disputes, or make inquiries. Records in the Order Case Line table use the prefix INVCSL. |
[Table 1. Case Management for Invoice Operations tables]

{#invoice-ops-installed-components__table_v3g_jhj_jcc}

The Case Management for Invoice Operations application also uses the following tables from 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.  
{#invoice-ops-installed-components__table_jcd_55l_fdc__entry__2}

| Table | Description |
|-|-|
| Case Line \[sn_case_line\] | The Case Line table stores case line item records. This table extends the Task table. The prefix for case line records is CSL. |
| Case Line Characteristic \[sn_case_line_characteristic\] | The Case Line Characteristic form displays details about a case line item on a case record. The prefix for case line characteristic records is CSLC. |
| Case Line Task \[sn_case_line_task\] | The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table. The prefix for case line task records is CSLTASK. |
[Table 2. Case lines and workflows tables]

{#invoice-ops-installed-components__table_jcd_55l_fdc}

## Roles {#invoice-ops-installed-components__section_kph_rxx_2dc}

The Case Management for Invoice Operations application includes roles that provide access to invoice cases and invoice case line items. It also updates some existing roles to provide this same
access.  
{#invoice-ops-installed-components__table_nyz_4s5_pdc__entry__3}

| Role | Description | Includes roles |
|-|-|-|
| Invoice case agent \[sn_csm_invoice.agent\] | The invoice case agent should have CRUD access to the invoice case header, invoice case line items, read-only access to invoices and invoice lines, products and product characteristics, accounts and contacts and assignment of invoice cases | * sn_customerservice_agent * sn_case_line.characteristic_delete * sn_csm_invoice.creator * sn_csm_invoice.writer * sn_otc.ar_invoice_viewer * sn_csm_invoice.navigation_menu {#invoice-ops-installed-components__ul_oyz_4s5_pdc} |
| Invoice case manager \[sn_csm_invoice.manager\] | The invoice case manager should have all the access that invoice case agent has + manages agents + manager reports | * sn_csm_invoice.agent * sn_csm_invoice.report_viewer * sn_customerservice_manager * sn_case_line.characteristic_report_viewer {#invoice-ops-installed-components__ul_pyz_4s5_pdc} |
| Invoice case task agent \[sn_csm_invoice.invoice_case_task_agent\] | The invoice case task should have all the access to the case tasks assigned to the agent as well as read-only access to view the invoice case/invoice case lines, invoices/invoice lines that case task is associated with and also be able to update worknotes and comments | * sn_otc.ar_invoice_viewer * sn_customerservice.case_task_agent {#invoice-ops-installed-components__ul_qyz_4s5_pdc} |
[Table 3. Invoice Operations roles]

{#invoice-ops-installed-components__table_nyz_4s5_pdc}  
In addition to the persona roles, granular roles on invoice case header and invoice case lines are also needed.{#invoice-ops-installed-components__table_z2w_3nt_pdc__entry__3}

| Role | Description | Includes roles |
|-|-|-|
| Invoice case viewer \[sn_csm_invoice.viewer\] | Read only access to invoice case, invoice case lines if access to invoice case, invoice case line characteristics if access to case line. Read access to invoice cases. | sn_case_line.characteristic_viewer |
| Invoice case creator \[sn_csm_invoice.creator\] | Creating an invoice case with invoice case lines and invoice case line characteristics. Create access to invoice cases. | * sn_case_line.characteristic_creator * sn_csm_invoice.viewer {#invoice-ops-installed-components__ul_ebx_p35_pdc} |
| Invoice case writer \[sn_csm_invoice.writer\] | Editing an invoice case with invoice case lines if access to invoice case and invoice case line characteristics if access to case line. Write access to invoice cases. | * sn_case_line.characteristic_writer * sn_csm_invoice.viewer {#invoice-ops-installed-components__ul_jjp_w35_pdc} |
| Invoice case navigation menu \[sn_csm_invoice.navigation_menu\] | Access the invoice case navigation menu item. Role to access the invoice case navigation menus. |   |
| Invoice case report viewer \[sn_csm_invoice.report_viewer\] | Access to invoice case reports. Report viewer access to invoice cases. |   |
[Table 4. Invoice Operations granular roles]

{#invoice-ops-installed-components__table_z2w_3nt_pdc}

## Service definitions and service definition categories {#invoice-ops-installed-components__section_dy2_pkw_tcc}

The Case Management for Invoice Operations application provides the following invoice case service definition: Invoice Disputes.

* Type: Post-Sale
* Table: Invoice Case \[sn_csm_invoice_case\]
* Products: All
* Service definition category: Invoice
{#invoice-ops-installed-components__ul_imc_nx5_pdc}

Agents can use this service definition to raise a dispute for one or more invoices or for specific lines on a single invoice.  
This service definition belongs to the Invoice service definition category, which stores services for invoice-related issues. When creating an invoice case, agents can select this service definition in the [case type selector](https://www.servicenow.com/docs/FHVGraF6IBg7vC30PRUbJQ "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.").  
Note:  
The Invoice Disputes service definition is not active by default. To activate this service definition, the system administrator can:

1. Navigate to AllCustomer ServiceAdministrationService Definitions.
2. Filter the list to show service definitions from the Invoice Case \[sn_invoice_case\] table.
3. Select Invoice Disputes.
4. Enable the Active check box.
{#invoice-ops-installed-components__ol_tjc_2m3_xdc}  
For more information about service definitions and categories, see the following topics:

* [Service definitions](https://www.servicenow.com/docs/NTD0DOD_BBbcYjERTS2Uqw "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the correct type to support those service requests.")
* [Service definition categories](https://www.servicenow.com/docs/NTD0DOD_BBbcYjERTS2Uqw#csm-service-definitions__section_e5p_mzw_jzb)
{#invoice-ops-installed-components__ul_yyl_flw_tcc}

## Service level agreements (SLAs) {#invoice-ops-installed-components__section_qhq_tsq_qdc}

The Case Management for Invoice Operations application includes the following SLAs for the Invoice Case table (sn_csm_invoice_case).{#invoice-ops-installed-components__table_whd_wsq_qdc__entry__2}

| SLA | Description |
|-|-|
| Initial Response Time for P1 and P2 cases | * Start condition: State of the case is New and Priority is P1 or P2. * Stop condition: State is not New or Draft. * Schedule: None (24x7). * Duration: 4 hours. {#invoice-ops-installed-components__ul_xdw_dtq_qdc} |
| Initial Response Time for P3 and P4 cases | * Start condition: State of the case is New and Priority is P3 or P4. * Stop condition: State is not New or Draft. * Schedule: 8am-5pm weekdays excluding holidays. * Duration: 8 hours. {#invoice-ops-installed-components__ul_gzh_ptq_qdc}Duration: 8 hours. |
| Resolution SLA for P1 and P2 cases | * Start condition: State of the case is New and Priority is P1 or P2. * Pause condition: State of the case is Awaiting information. * Resume condition: State of the case is not Awaiting information. * Stop condition: State of the case is Resolved. * Schedule: None (24x7) * Duration: 2 days. {#invoice-ops-installed-components__ul_y22_htq_qdc} |
| Resolution SLA for P3 and P4 cases | * Start condition: State of the case is New and Priority is P3 or P4. * Pause condition: State of the case is Awaiting information. * Resume condition: State of the case is not Awaiting information. * Stop condition: State of the case is Resolved. * Schedule: 8am-5pm weekdays excluding holidays. * Duration: ???. {#invoice-ops-installed-components__ul_k1r_stq_qdc} |
[ ]

{#invoice-ops-installed-components__table_whd_wsq_qdc}

## Invoice case type {#invoice-ops-installed-components__section_rvn_g3d_hdc}

The Case Management for Invoice Operations application includes the Invoice case type. This case type captures the case information for invoice-related issues.  
In addition to the fields on the customer service case record, the Invoice Case table \[sn_csm_invoice_case\] includes the following fields:

* Invoice number: The invoice number that the invoice case has been opened for.
* Request source: The source of the invoice case. Invoice cases can be created from the following sources:
  * Specific invoice lines, single invoice
  * Invoice header details, multiple invoices
  {#invoice-ops-installed-components__ul_rpk_m3d_hdc}
{#invoice-ops-installed-components__ul_ntg_j3d_hdc}

For more information about case types, see [Customer service case types](https://www.servicenow.com/docs/dxLbwM6czaLfiSFdYZJK3g "A case type defines the processes and data for resolving a specific type of customer issue. Use case types to create and configure the customer service case types your organization needs.").

To view the Invoice case type, navigate to AllCustomer ServiceCase TypesManage Case Types and select Invoice.

## Invoice case form views {#invoice-ops-installed-components__section_tyq_lj5_pdc}

The Case Management for Invoice Operations application includes form views to display invoice cases in CSM Configurable Workspace and in the Core UI.

This application uses the [CSM default record page](https://www.servicenow.com/docs/QUNedfMVI3arKNLXQLf3ZA "The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases.") to display Invoice case records in CSM Configurable Workspace.  
Invoice cases include the following related lists:

* Invoice Case Lines: Includes the individual case line records for this invoice case.
* Tasks: Includes tasks that have been created for this invoice case.
* Case Line Tasks: Includes tasks that have been created for individual case lines.
{#invoice-ops-installed-components__ul_qmv_4j5_pdc}  
For more information, see the following topics:

* [Invoice case form](https://www.servicenow.com/docs/sOslCRzrTf02ni_IpkASRw "The invoice case form displays details about an invoice case.")
* [Invoice case line form](https://www.servicenow.com/docs/JNGks3U6YkodVE5rOyrF4g "The invoice case line form displays details about an invoice case line.")
{#invoice-ops-installed-components__ul_zxq_1gj_xdc}

## Invoice case archive rules {#invoice-ops-installed-components__section_j2q_pkk_tcc}

The Case Management for Invoice Operations application includes archive rules that archive older invoice cases.  
{#invoice-ops-installed-components__table_bmp_vgp_2dc__entry__2}

| Archive rule | Description |
|-|-|
| Archive Invoice Case | This rule archives invoice case records that have been closed for more than 2 years. Archiving these invoice case records also archives the following records: * Invoice case tasks * Invoice case lines * Case line characteristics * Invoice case line tasks {#invoice-ops-installed-components__ul_wkm_5kk_tcc} |
| Archive Invoice Case Line | This rule archives invoice case line records that have been closed for more than 2 years. Archiving these invoice case line records also archives the following records: * Case line characteristics * Invoice case line tasks {#invoice-ops-installed-components__ul_x2c_q3p_2dc} |
[Table 5. Case Management for Invoice Operations archive rules]

{#invoice-ops-installed-components__table_bmp_vgp_2dc}  
Invoice case records that have been archived for more than five years are deleted. Deleting these records also deletes the following records:

* Invoice case tasks
* Invoice case line items
* Case line characteristics
* Invoice case line tasks
{#invoice-ops-installed-components__ul_ajt_dlk_tcc}

## Invoice case workflows {#invoice-ops-installed-components__section_e3y_hr2_5cc}

The Case Management for Invoice Operations application includes a subflow that provides the mapping between a customer invoice and an invoice case. The subflow Primitives - AR Invoice to CSM Invoice case request creates the data mapping between two different entities: 1) the customer invoice and 2) the invoice case.

For example, when mapping a customer invoice to an invoice case, the entities share some fields such as Account and Contact. The data mapping copies these field values from the
customer invoice to the invoice case record.

To view this subflow, navigate to AllProcess AutomationWorkflow Studio and select Subflows on the Workflow Studio homepage.

*[\>]: and then