Playbook for updating the supplier primary data

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Playbook for Updating the Supplier Primary Data

    The playbook for updating supplier primary data in the Source-to-Pay Workspace provides step-by-step guidance for managing requests to update supplier information. It is specifically designed for cases initiated by supplier contacts or supplier managers and includes a structured flow of activities to ensure efficient case resolution.

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    Key Features

    • Case Types Covered: The playbook applies to banking information changes, supplier information changes, supplier location changes, and conducting sanction screenings.
    • Case Flow: Each case follows a defined flow with specific stages and activities, ensuring all necessary steps are completed.
    • Activity Management: Activities include assigning cases, approving or rejecting changes, verifying data in other systems, and notifying suppliers via pre-populated emails.
    • Case Completion: Cases can be marked as either 'Closed Completed' or 'Closed Rejected' based on the outcome of the request.

    Key Outcomes

    By utilizing this playbook, ServiceNow customers can streamline the process of updating supplier primary data, ensuring all requests are handled efficiently and accurately. The structured approach minimizes errors and enhances communication with suppliers, leading to improved operational efficiency and compliance.

    Source-to-Pay Workspace includes a playbook that you use for updating the supplier primary data.

    Review supplier primary data request playbook

    This playbook provides step-by-step guidance for cases related to updating supplier primary data. The playbook includes a supplier case flow containing various stages and activities that you must complete to close the supplier case. For more information, see Interact with Playbook.

    This playbook is used for updating the supplier primary data when:
    • A supplier contact submits a request for updating the supplier primary data using the supplier catalog item from the Supplier Collaboration Portal
    • A supplier manager or fulfiller creates a case for updating the supplier primary data from the Source-to-Pay Workspace

    The application opens the case on the Playbook tab on the Details page.

    This playbook is displayed only for these case types:

    • Banking information change request
    • Supplier information change request
    • Supplier location change request
    • Conduct sanction screening
    Figure 1. Review supplier primary data request playbook on the Playbook tab
    Review supplier primary data request playbook.

    Review supplier primary data request playbook flow

    The following diagram illustrates the flow of the activities in each stage of the Review supplier primary data request playbook.

    Figure 2. Review supplier primary data request playbook flow
    Review supplier primary data request playbook.

    Review supplier primary data request playbook stages and activities

    The playbook contains the following stages and activities.

    Table 1. Flow of activities in each stage of the Case playbook
    Stage Activity Activity Details
    Review case Assign case As a supplier manager or fulfiller, you can use this activity to assign the case to a different person or keep the case assigned to you.

    You can do the following:

    • In the Assigned to search field, search for and select the person that you want to assign the case to.
    • In the Short description field, update the description for the case.
    • Select one of the following actions:
      • Select Save to save your changes.
      • Select Start work to start working on the case.
    Approve changes

    As a supplier manager or fulfiller, you can use this activity to decide whether to approve or reject the case.

    This activity has the options:
    • Approve changes: Approves your changes.
    • Reject changes: Rejects your changes and opens the Reject changes stage.

    For more information, see Non-Interactive activities.
    Process change request Verify changes are made in other systems This activity informs you that changes to this request have been processed in ServiceNow. If applicable, please verify that the details of this case have also been processed in all other systems.

    You can do the following:

    • Skip: Skips this activity and moves to the next activity.
    • Continue: Marks this activity as complete and moves to the next activity.
    Notify the supplier

    A draft email appears with pre-populated data in the To and Subject fields. The email body is pre-populated with the relevant text.

    You can do the following:

    • Send Email: Send an email to the supplier informing that the request has been completed.
    • Skip: Skips this activity and moves to the next activity.
    Complete case

    As a supplier manager or fulfiller, you can update the state of the case and complete the case.

    You can do the following:

    • From the State drop-down list, select Closed completed.
    • In the Work notes field, provide any additional information about the case.
    • In the Close notes field, enter the details when closing the case.
    • Select Complete case.
    Updates the case to Closed Completed.
    Reject Changes Notify the supplier

    A draft email appears with pre-populated data in the To and Subject fields. The email body is pre-populated with the relevant text.

    You can do the following:

    • Send Email: Send an email to the supplier informing that the request has been rejected.
    • Skip: Skips this activity and moves to the next activity.
    Complete case

    As a supplier manager or fulfiller, you can update the state of the case and reject the case.

    You can do the following:

    • From the State drop-down list, select Closed rejected.
    • In the Work notes field, provide any additional information about the case.
    • In the Close notes field, enter the details when closing the case.
    • Select Complete case.
    Updates the case to Closed Rejected.