Base system procurement case type

Zurich Finance and Supply Chain

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zurich

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en-US

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Zurich Finance and Supply Chain

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workflow

Employee

Base system procurement case type reference

Release version: Zurich

Updated April 13, 2026

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Summary of Base system procurement case type reference

Procurement Case Management in ServiceNow provides 13 base system case types designed to classify and manage various procurement activities. These case types fall into three main categories: Purchase Modification Cases, Compliance Review Cases, and Support Request Cases. Each case type is tailored to specific procurement tasks, enabling efficient handling and tracking of procurement-related work.

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Purchase Modification Cases

These cases are initiated by requestors or shoppers through ShoppingHub to manage changes or issues related to purchase requisitions or orders. The key case types include:

Edit a purchase: Modify existing purchase requisitions or orders, such as changes to quantity, price, delivery date, or line items.
Return a purchase: Manage the return of received goods to the supplier.
Replace a purchase: Replace damaged, incorrect, or defective goods.
Edit a receipt: Adjust receiving records post-delivery, such as correcting quantities received; this is managed end-to-end by the Edit a Receipt playbook.

All modification cases are created automatically when the corresponding action is selected in ShoppingHub, triggering the creation of a purchase modification record and associated procurement case.

Compliance Review Cases

These cases are created automatically based on rules defined in the Task Generation Decision Table or manually by procurement specialists. They ensure procurement compliance before purchases proceed. Key case types include:

GL Coding Review: Verify and correct general ledger account coding before order placement.
Budget Review: Confirm sufficient budget availability before sourcing.
Contract Review: Review applicable contracts prior to purchase.
Send NDA for Signature: Manage sending non-disclosure agreements to suppliers for signature.
Delivery Address Review: Verify and approve delivery addresses; requires the Purchase Modification Content Pack (snspendcp).
Due Diligence: Conduct supplier due diligence assessments during supplier qualification; can be manual or automatic.

Support Request Cases

These cases are opened by employees via the Service Catalog or Employee Center to request assistance from the procurement organization. They include:

Inquiry: General support or questions submitted using the Ask Procurement catalog item.
Request a Corporate Card: Requests for corporate purchasing cards handled by procurement or finance teams.
Request a Copy of Contract: Requests for copies of existing supplier contracts, linked automatically to the relevant contract record.

Practical Benefits for ServiceNow Customers

By leveraging these predefined procurement case types, ServiceNow customers can:

Streamline procurement workflows with automatic case creation based on defined business rules.
Ensure compliance through structured reviews and approvals embedded in the procurement lifecycle.
Enhance transparency and tracking of procurement requests and modifications.
Provide clear, categorized support channels for employee procurement inquiries and requests.

This structured approach helps organizations maintain control over procurement processes, reduce errors, and improve operational efficiency.

Procurement Case Management provides 13 base system case types that classify procurement work.

Purchase modification cases

Purchase modification cases are initiated by a requestor or shopper from within ShoppingHub.

Table 1. Purchase modification case types
Case type	Purpose	How it is created
Edit a purchase `edit_purchase`	Modify an existing purchase requisition or purchase order — for example, to change quantity, price, delivery date, or line items.	Requestor selects the edit action in ShoppingHub. The system creates a purchase modification record and the `create_procurement_case` subflow creates the case.
Return a purchase `return_purchase`	Return received goods to the supplier.	Requestor selects the return action in ShoppingHub. The system creates a purchase modification record and the `create_procurement_case` subflow creates the case.
Replace a purchase `replace_purchase`	Replace damaged, incorrect, or defective goods.	Requestor selects the replace action in ShoppingHub. The system creates a purchase modification record and the `create_procurement_case` subflow creates the case.
Edit a receipt `edit_receipt`	Correct a receiving record after goods have been received — for example, to adjust the quantity received.	Requestor selects the edit receipt action in ShoppingHub. The case is handled end-to-end by the Edit a Receipt playbook.

Compliance review cases

Compliance review cases are created automatically by the system when a purchase requisition or purchase order meets the conditions defined in the Task Generation Decision Table, or when a procurement specialist opens a case manually.

Table 2. Compliance review case types
Case type	Purpose	How it is created
GL Coding Review `gl_coding_review`	Verify and correct the general ledger account coding on a purchase line before the order is placed.	Automatic — the Task Generation Decision Table creates the case when a purchase requisition is submitted and the GL coding review rule fires.
Budget Review `budget_review`	Confirm that sufficient budget exists for the purchase before the order is placed or sourced.	Automatic — the Task Generation Decision Table creates the case when a purchase requisition is submitted and the budget review rule fires.
Contract Review `contract_review`	Review applicable contracts before the purchase proceeds.	Automatic — the Task Generation Decision Table creates the case when a purchase requisition is submitted and the contract review rule fires.
Send NDA for Signature `send_nda`	Send a non-disclosure agreement to the supplier associated with the purchase for signature before the purchase proceeds.	Automatic — the Task Generation Decision Table creates the case when a purchase requisition is submitted and the NDA rule fires.
Delivery Address Review `delivery_address_review`	Verify and approve the delivery address on a purchase before the order proceeds. The case is created when the delivery address on the purchase requisition requires verification or company approval.	Automatic — created by the system when a purchase requisition is submitted and the delivery address on a line item requires review. Requires the Purchase Modification Content Pack (`sn_spend_cp`).
Due Diligence `due_diligence`	Conduct a supplier due diligence assessment before a purchase proceeds.	Manual — opened by a procurement specialist — or automatically via the Task Generation Decision Table during supplier qualification. The case is initially assigned to the user who creates it.

Support request cases

Support request cases are opened by employees through the Service Catalog or Employee Center to get help from the procurement organization.

Table 3. Support request case types
Case type	Purpose	How it is created
Inquiry `inquiry`	Request general support or ask a question of the procurement organization.	Employee submits the Ask procurement catalog item in the Service Catalog or Employee Center.
Request a Corporate Card `request_cc`	Request a corporate purchasing card for business expenses. The procurement or finance team processes the request and coordinates card issuance.	Employee initiates the request. The specific catalog item or portal entry point is configured during implementation.
Request a copy of contract `request_contract_copy`	Obtain a copy of an existing supplier contract for reference.	Employee submits the Request a copy of contract catalog item in the Service Catalog or Employee Center. The system links the case to the relevant contract record and populates the case description with the contract number.