Playbook for updating the supplier primary data

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Playbook for updating the supplier primary data

    The Playbook for updating the supplier primary data, available in the Source-to-Pay Workspace, guides users through handling cases related to updating supplier primary data. It supports supplier contacts submitting requests via the Supplier Collaboration Portal and supplier managers or fulfillers creating cases in Source-to-Pay Workspace. This playbook is specifically shown for cases involving banking information changes, supplier information changes, supplier location changes, and sanction screening.

    Show full answer Show less

    Key Features

    • Case Flow with Stages and Activities: The playbook organizes the process into clear stages—Review Case, Process Change Request, and Reject Changes—each containing defined activities to move the case forward.
    • Review Case Stage: Includes assigning the case to personnel, approving or rejecting change requests.
    • Process Change Request Stage: Verifies that changes are reflected in ServiceNow and other systems, notifies the supplier with a pre-populated email, and allows completion of the case with documented notes.
    • Reject Changes Stage: Sends a rejection notification to the supplier and allows closing the case with appropriate notes.
    • Interactive Actions: Users can assign cases, approve or reject changes, send notification emails with pre-populated content, and update case status with detailed closure notes.

    What to Expect

    Using this playbook enables supplier managers and fulfillers to efficiently manage supplier primary data update requests by following a structured, step-by-step process. It ensures proper tracking of approval, verification, and communication stages, leading to consistent case handling and timely supplier notifications. Cases are systematically closed either as completed or rejected, with full documentation maintained within ServiceNow.

    Related Capabilities

    • Manage supplier cases within Source-to-Pay Workspace.
    • Configure due dates for supplier cases to maintain SLAs.
    • Create cases on behalf of suppliers to streamline request handling.
    • Reference case playbooks tailored to specific supplier case types for consistent process execution.

    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.