Case playbook for specific supplier case types

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Case playbook for specific supplier case types

    The Source-to-Pay Workspace in ServiceNow provides a generic case playbook designed to guide users through handling specific supplier case types. This playbook is accessible when a supplier contact submits a request via the Supplier Collaboration Portal or when a supplier manager or fulfiller creates a case directly within the workspace. It is specifically available for the following case types: Supplier issue, Supplier support request, and General inquiry.

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    Key Features

    • Structured Case Flow: The playbook presents a defined flow of stages and activities to ensure consistent case management and closure.
    • Assignment and Review: Supplier managers or fulfillers can assign cases to themselves or others, updating the short description and managing case ownership efficiently.
    • Communication with Suppliers: A pre-populated draft email facilitates prompt notification to suppliers when requests are completed, with options to send or skip the notification.
    • Escalation Capability: For supplier document-related cases meeting specific conditions (such as awaiting task completion and presence of a document reference), users can escalate task priority to accelerate resolution.
    • Case Completion: Users can close cases by updating the state to "Closed completed," adding work notes and close notes to document resolution details.

    Practical Use for ServiceNow Customers

    Using this case playbook, ServiceNow customers can streamline supplier case management by following a guided process that enhances consistency, accountability, and communication throughout the case lifecycle. This leads to efficient resolution of supplier issues and requests, better collaboration between supplier contacts and internal teams, and clear documentation of case outcomes.

    Related Resources

    The playbook works in conjunction with features such as managing supplier cases in the Source-to-Pay Workspace, updating supplier primary data, configuring due dates for cases, and creating cases on behalf of suppliers, enhancing overall supplier relationship management.

    Source-to-Pay Workspace includes a generic case playbook to complete supplier cases of specific case types.

    Case playbook for supplier cases

    The case playbook provides step-by-step guidance for completing specific types of supplier cases. The case playbook includes a generic supplier case flow containing various stages and activities that you must complete to close the supplier case. For more information, see Interact with Playbook.

    When a supplier contact submits a request using the supplier catalog item from the Supplier Collaboration Portal or when a supplier manager or fulfiller creates a case from the Source-to-Pay Workspace, the application opens the case on the Playbook tab on the Details page.

    The case playbook is displayed only for these case types:

    • Supplier issue
    • Supplier support request
    • General inquiry

    Case playbook flow

    The following diagram illustrates the flow of the activities in each stage of the Case playbook.

    Case playbook stages and activities

    The case playbook contains the following stages and activities.

    Table 1. Stages in 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.
    Close the case record 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.

    Select one of the following actions:

    • 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.
    Escalate task priority The supplier manager or fulfiller can use this option only for supplier document related cases, when the following conditions are met:
    • case is of the type supplier issue
    • case has a related task and the task action is of the type Upload document
    • task state is Awaiting Completion.
    • a document reference is provided

    To escalate the task priority, the supplier manager or fulfiller can select a higher task priority from the Priority dropdown.
    Complete case

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