--- sourceDocument: Zurich Finance and Supply Chain sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/source-to-pay-operations Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Finance and Supply Chain ft:clusterId : - stpop bundleId : - stpop workflow : - Employee --- # Procurement Case Management # Procurement Case Management {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read With the Procurement Case Management application, you can enable your employees to submit procurement cases and access your organization's knowledge base. You can also enable your procurement teams to automate their fulfillment processes so that they can manage and monitor the progress of their tasks. The Procurement Case Management (PCM) application enables you to manage the complete life cycle of the procurement process. By using the PCM application, your organization gets the following benefits: * Procurement process optimization for task routing and tracking the progress of your tasks. * Knowledge article publish and performance workflows. * Visibility into the processes, progress, and overall efficiency of the procurement process. * Integration with IT Asset Management, Software Asset Management, and Contract Management. {#psd-overview__ul_t22_jk3_snb} ## Installed plugins {#psd-overview__section_rnj_2hg_q2c} Install Procurement Case Management from the ServiceNow Store. The Procurement Case Management (sn_spend_psd) application installs the following dependent plugins: * Common Service Delivery (sn_spend_sdc) * Source-to-Pay Workspace (sn_spend_workspace) {#psd-overview__ul_gh2_qkg_q2c} ## Required roles {#psd-overview__section_nhm_hp4_snb} You can configure the following roles and tasks: * sn_spend_psd.psd_admin: Configure and make changes to the system properties, such as creating request types and categories. Note: An application-specific admin role enables a user to manage application-level configurations, roles, and access controls. Your system-level admin on the production instance must grant the application-specific admin role to the appropriate users, and then remove the application-specific admin role from all users with the system-level admin role to help prevent system-level admins from viewing sensitive application data via forms, lists, and the UI. For more information, see [Application administration](https://www.servicenow.com/docs/access?context=application-administration&version=zurich&pubname=zurich-application-development&ft:locale=en-US). * sn_spend_psd.manager: View, create, and update procurement cases and tasks. * sn_spend_psd.agent: Manage the workflows for fulfilling requests and knowledge articles. * sn_spend_psd.procurement_task_owner: Access and complete task assignments to fulfill the requests. * sn_spend_psd.requestor: Create procurement cases. {#psd-overview__ul_d3k_3g3_snb} * **[Procurement case types](https://www.servicenow.com/docs/hSUix61_yUmGPrYWWtQarQ)** Procurement case types classify and route procurement work items to the appropriate team, and can block order or sourcing processing until the required review or action is complete. * **[Work prioritization](https://www.servicenow.com/docs/K6AsFHMldUWSmUD_MaVKTw)** Work prioritization automatically assigns a priority level to purchase requisitions, sourcing requests, and procurement cases so that procurement specialists can work the most urgent items first. * **[Supplier qualification](https://www.servicenow.com/docs/0e6hGLfhFN7RA86k7GQQcg)** As a procurement specialist or Procurement Case Management (PCM) agent, you would want to engage with suppliers who are qualified to fulfill your organization's purchasing needs. * **[Process Automation Designer flows for playbook](https://www.servicenow.com/docs/n0O2xEK_VuSuzFVvZimldQ)** The Source-to-Pay Workspace helps you automate the entire process, right from tracking the requests, fulfillment, and to order revision flows. * **[Email notifications from Playbook](https://www.servicenow.com/docs/GkQroWLVVu_AyXdnSF5dhw)** Several email notifications are triggered from Playbook. This may be a result of your action, an assignment for you, or to keep you updated on the status of your purchases, including purchase revisions. * **[Email composer with quick messages and response templates in Source-to-Pay Workspace](https://www.servicenow.com/docs/B8BfVwh_BULZID_Bf2VYaQ)** Insert predefined content into the message body of emails that you send from the email client in Source-to-Pay Workspace. * **[View received, sent, and draft emails on procurement records](https://www.servicenow.com/docs/stav6NYHND4~R4GJx0FCWA)** Procurement specialists can see the emails associated with a purchase requisition, purchase order, or procurement case directly on the record, instead of switching to a separate mailbox. * **[Agent assist in Source-to-Pay Workspace](https://www.servicenow.com/docs/f9am0aVXEtNtAEHfASrsfw)** Agent assist in Source-to-Pay Workspace automatically displays relevant search results based on the search text, which is defaulted with the short description of the procurement case you're working on. You can edit the search text as required. These search results help you to work on the record. * **[Interaction Management in Source-to-Pay Workspace](https://www.servicenow.com/docs/FVEFAX3T0ya2VQ8x9vTmlg)** Interactions are a centralized location for all communication channels available in Source-to-Pay Workspace. Interaction Management involves managing procurement related queries from different sources such as an email, chat, message, or SMS. * **[Procurement Case Management Dashboard](https://www.servicenow.com/docs/GhYlz7TWElSLXMIhaujFbA)** The Procurement Case Management Dashboard helps you to track, analyze, and manage your procurement services. **Related concepts** * [Shopping Hub](https://www.servicenow.com/docs/R0iafu2WoTM5yBDAPRIY0g "Shopping Hub (sn_spend_uib) is a self-service procurement portal that employees use to purchase products and services. It supports browsing internal catalog items and supplier catalogs, submitting purchase requests, and tracking orders from checkout through fulfillment.") * [Shopping Hub Mobile](https://www.servicenow.com/docs/wveNp7BKceNagRvxqz0Gdg "The ServiceNow Shopping Hub Mobile app enables you to engage with procurement organizations from a mobile device. Shopping Hub Mobile is available on the Now Mobile app and is supported on iOS and Android devices.") * [Performance Analytics for Sourcing and Procurement Operations](https://www.servicenow.com/docs/8uNyJojgxhJD1PvSYjnU8g "With this application, you can use a set of pre-configured metrics and dashboards to assess spend, operational efficiency, and team performance across the Sourcing and Procurement Operations product.") * [Progress Tracker for purchase requisitions and purchase orders](https://www.servicenow.com/docs/Ye6BbbiucYig9HGSdxRRlQ "The Progress Tracker displays the current state of purchase requisition and purchase order records. It shows fulfillers where a request is in the PR-to-PO journey without requiring them to review related records manually.") * [Source-to-Pay Workspace](https://www.servicenow.com/docs/pCT3nqs9AOxkluqNEklJbw "As a Procurement Specialist, you can easily complete your actionable tasks within the premises of an enhanced user experience with Source-to-Pay Workspace.") * [Exploring the procurement case management implementation](https://www.servicenow.com/docs/AK74hZuHe6WZjKXNDRPiAg "Sourcing and Procurement Operations (SPO) provides a guided admin implementation experience and a unified experience for procurement specialists and requesters.") * [Spend and Savings Management](https://www.servicenow.com/docs/uNIWB7B5bO50c1IkrQ~vmg "Category management is a strategic procurement approach that involves managing a group of related products or services to maximize value, optimize costs, and enhance supplier relationships. Essentially, it’s the structured management of category taxonomy, ensuring that goods and services are categorized, sourced, and managed efficiently to drive better decision-making and operational efficiency.") * [Sourcing Pipeline Management](https://www.servicenow.com/docs/VzfNo2UlnEP2dc9j4G58rQ "Sourcing Pipeline Management (sn_spend_pipeline) provides a centralized framework for creating, tracking, and executing sourcing initiatives through pipeline projects. It enhances efficiency through automated workflows, improves visibility into project progress, and simplifies savings tracking and forecasting.") * [Understanding punchout](https://www.servicenow.com/docs/j8mQt9jVoRQOml8bqD8o8A "Punchout is a technology that connects a buyer's eProcurement application to third-party supplier eCommerce sites. This connection enables direct catalog access while maintaining procurement controls.") * [AI Search for Sourcing and Procurement Operations](https://www.servicenow.com/docs/89avl4sBTpr1Q~TBr75biQ "The AI Search application provides a modern consumer-grade search engine for the Service Portal, Employee Center (EC), Mobile, and Virtual Agent.") * [Universal Request in Sourcing and Procurement Operations](https://www.servicenow.com/docs/mJL9wQdg0ZZ_3Ux8NKQGIA "Universal Request (UR) in Sourcing and Procurement Operations enables employees to submit procurement-related requests through Employee Center, even when a request requires collaboration across multiple departments or teams. After submission, a routing agent creates a procurement case and routes it to the appropriate fulfillers for resolution.") * [Procurement Case Management Dashboard](https://www.servicenow.com/docs/GhYlz7TWElSLXMIhaujFbA "The Procurement Case Management Dashboard helps you to track, analyze, and manage your procurement services.") * [Using Procurement Case Management](https://www.servicenow.com/docs/86F47eJ_cz7KYVf5cFlMKw "With the Procurement Case Management application, you can enable your employees to submit procurement cases and access your organization's knowledge base.") **Related tasks** * [Install Sourcing and Procurement Operations](https://www.servicenow.com/docs/U~SzqQKVLwWNiqPJsmWGSg "Install Sourcing and Procurement Operations and its dependent applications from the ServiceNow Store.") **Related reference** * [Sourcing and Purchasing Automation](https://www.servicenow.com/docs/VwSHgJXx2YYBTCaLDN_WQA "Sourcing and Purchasing Automation for ShoppingHub includes workflows that help support the user interface purchasing experience for the shopper. These workflows consist of sourcing requests, negotiations, purchase requisitions, contracts, purchase orders, receipts, and invoices.") * [Application plugin installation sequence in Sourcing and Procurement Operations](https://www.servicenow.com/docs/bAio5UIwObtiE3Yn2YgUFw "The following table lists the Sourcing and Procurement Operations (SPO) plugins, their installation sequence, high-level descriptions, and dependencies.")