Invoice inquiry cases

Invoice inquiry cases help you resolve invoice-related issues raised by the suppliers or employees.

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

Remarque :

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.

Figure 1. Invoice inquiry case life cycle

Tableau 1. Invoice inquiry case states

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
  Close an invoice inquiry case when all the activities and tasks for resolving the case are completed.