---
sourceDocument: Brazil Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/order-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Configure invoice resolution

# Configure the invoice dispute resolution extension point {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Implement the invoice case resolution extension point to enable the invoice dispute intake assistant AI agent to resolve a validated quantity dispute by issuing a credit note or placing an order for the disputed
quantity.

## Before you begin

The application scope must be set to Manage Invoice Operations. You can change the application scope using the application picker in the Unified Navigation bar.

Role required: admin

## About this task

The demo data for the Manage Invoice Operations application includes a sample implementation called invoiceCaseResolutionEP as part of the sn_inv_ops_aias.invoiceCaseResolutionEP
extension point. To enable real-world resolution of validated invoice disputes, such as issuing credit notes or placing orders through your external systems, replace the demo implementation with your own custom logic.

## Procedure

1. Log in to the ServiceNow instance.
2. Navigate to AllSystem Extension PointsScripted Extension Points.
3. Search for the sn_inv_ops_aias.invoiceCaseResolutionEP scripted extension point in the API Name field.
4. View the sample script included in the demo data by selecting sn_inv_ops_aias.invoiceCaseResolutionEP.
5. Create your own implementation of the extension point by selecting the Create implementation related link.
6. On the Script Include form, fill in the fields.  
   For a description of the Script Include form fields, see [Script includes](https://www.servicenow.com/docs/access?context=c_ScriptIncludes&version=brazil&pubname=brazil-api-reference&ft:locale=en-US).
7. Override the processInvoiceDisputeResolution function to implement your resolution logic for validated invoice quantity disputes.  

   processInvoiceDisputeResolution
   :   Placeholder function meant to be overridden. Use this placeholder to implement the logic to resolve a validated invoice quantity dispute by processing the customer's preferred resolution option, such as
       issuing a credit note or placing an order for the disputed quantity.
   :
       Input:

           {
               "invoiceCase": <Invoice case number of the invoice case record>,
               "resolutionOption": <String value representing the resolution option selected by the customer>,
               "conversationSummary": <Optional. String containing the summarized transcript of the complete conversation.>
           }


       Output:

           {
               "hasResolved": <Boolean; true if the resolution was processed successfully, false if the resolution failed>,
               "creditNote": <String containing the generated credit note number>,
               "orderNumber": <String containing the generated order number>
           }


8. Select Update.
9. **Optional:** Validate your implementation by submitting an invoice dispute from the Business Portal and selecting a resolution option using the ServiceNow Otto Virtual Agent.  
   For more information, see [Dispute invoice issues using ServiceNow Otto Virtual Agent](https://www.servicenow.com/docs/9AiWEdKJ8LzoGb9AgNpltg "Dispute invoice issues such as quantity discrepancies in a guided conversational flow using ServiceNow Otto Virtual Agent from the Business Portal, without needing to contact support.").
**Related topics**   

* [Using extension points to extend application functionality](https://www.servicenow.com/docs/access?context=extension-points&version=brazil&pubname=brazil-api-reference&ft:locale=en-US)
* [Creating and adding a scripted extension point](https://www.servicenow.com/docs/access?context=impl-scripted-ext-pts-base-code&version=brazil&pubname=brazil-api-reference&ft:locale=en-US)

*[\>]: and then