Invoice Case Management release notes

  • Release version: Store
  • Updated June 11, 2026
  • 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 Invoice Case Management release notes

    Invoice Case Management in ServiceNow enables accounts payable teams to efficiently manage, review, and support suppliers and employees regarding invoice inquiries. The application integrates key capabilities such as case handling, supplier collaboration, AI-driven workflows, and seamless cross-department transfers to streamline invoice-related issue resolution.

    Show full answer Show less

    Key Features

    • Universal Request Integration: Native integration with Universal Request allows cross-department transfers, restricted ticket handling, and requester-facing resolution acceptance within a unified S2P workspace, simplifying case management across organizational boundaries.
    • AI Search and Agentic Workflow: AI-powered search in workspace and portals enhances record search efficiency. Agentic Workflow analyzes inquiry details to deliver instant, accurate responses for basic invoice inquiries, improving resolution speed.
    • Supplier Collaboration Portal: Suppliers can submit and manage invoice inquiries through the ServiceNow Supplier Collaboration Portal, supported by Virtual Agent flows and NLU models for self-help and live agent chat for real-time collaboration.
    • Advanced Work Assignment: Supports automatic routing, queuing, and assignment of invoice cases, emails, and live agent conversations, improving task management and operational efficiency.
    • Tax Compliance and Invoice Data Management: Introduction of Base Invoice, Base Invoice Line, and tax-related tables (tax line, tax type, tax code) supports tax compliance and detailed invoice tracking.
    • Improved Case and Task Handling: Enhanced workflows allow manual and automatic state changes of cases, flexible submission without invoice references, and task owner tools such as filters, widgets, and dashboards for better handling in Accounts Payable Operations workspace.
    • Collaboration Enhancements: Sidebar and Microsoft Teams integration facilitate communication on invoice cases directly from task records.

    Key Outcomes for Customers

    • Streamlined invoice case management with reduced employee confusion about which department to contact, thanks to unified case intake and cross-department handling.
    • Faster and more accurate resolution of invoice inquiries through AI-powered workflows and enhanced search capabilities.
    • Improved supplier experience with self-service options and direct collaboration through portals and live chat.
    • Increased operational efficiency via automatic case routing, task management tools, and a consolidated workspace.
    • Better compliance and detailed invoice tracking with new tax-related data structures.

    Version history for the Invoice Case Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 13.0.1 - June 2026
    Sourcing & Procurement Operations now integrates natively with Universal Request, enabling out-of-the-box cross-department transfers, restricted ticket handling, and requester-facing resolution acceptance — all from a single, fully configured S2P workspace.
    Version 11.2.1 - June 2026 (Zurich)
    Sourcing & Procurement Operations now integrates natively with Universal Request, enabling out-of-the-box cross-department transfers, restricted ticket handling, and requester-facing resolution acceptance — all from a single, fully configured S2P workspace.
    Version 9.3.5 - June 2026 (Yokohama)
    Sourcing & Procurement Operations now integrates natively with Universal Request, enabling out-of-the-box cross-department transfers, restricted ticket handling, and requester-facing resolution acceptance — all from a single, fully configured S2P workspace.
    Version 12.0.2 - March 2026
    Converted FSC Universal Request (UR) and the app‑fsc‑ur‑common components into Fluent applications to improve maintainability and developer experience.
    Version 11.1.2 - March 2026 (Zurich)
    Converted FSC Universal Request (UR) and the app‑fsc‑ur‑common components into Fluent applications to improve maintainability and developer experience.
    Version 9.2.2 - March 2026 (Yokohama)
    Converted FSC Universal Request (UR) and the app‑fsc‑ur‑common components into Fluent applications to improve maintainability and developer experience.
    Version 11.0.7 - December 2025
    • The Universal Request (UR) capability for Accounts Payable (AP) invoice case management, enabling internal employees and suppliers to raise and track cases without knowing the handling team.
    • Benefits: Enhances the experience by eliminating the employee confusion when figuring out which department to reach out to for help. Hide the complexities of the service delivery process by handling request transfers across the enterprise behind the scenes. Maps various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents. Standardises AP case intake with larger ServiceNow initiative to enable 'better together' story
    Version 10.0.1 - August 2025
    In this release AI search is enabled in workspace and portal for searching the records more effectively. This unified AI search brings all the data together, helping users find the right records across multiple tables faster.
    Version 9.0.3 - May 2025
    New: Agentic Workflow: Analyzes inquiry details, identifies patterns, and delivers instant, accurate responses to resolve basic invoice inquiries efficiently.
    Version 8.0.2 - February 2025
    • Changed:
      • Improved invoice inquiry workflow enabling the following:
        • Change of case state b/w "Awaiting requester info"/"Awaiting internal review" and "Work in progress" manually as well as automatically upon case task closure.
        • Allow submitting invoice inquiries w/o selecting invoice reference.
    Version 7.0.1 - November 2024
    No updates.
    Version 6.0.1 - August 2024
    • Added the Base Invoice and Base Invoice Line tables as part of reparenting.
    • Added Base Tax line, Tax type, and Tax code as part of tax compliance.
    • Task owner can view and handle invoice tasks more efficiently using task filters, widgets and bar charts in the Accounts Payable Operations workspace.
    • Tax tolerance rules are added.
    Version 5.0.0 - May 2024
    No significant updates for release notes.
    Version 4.0.1 - February 2024
    No significant updates for release notes.
    Version 3.0.1 - November 2023
    • New:
      • Sidebar and Microsoft Teams integration is now available on all APO objects that have extended from task tables, such as invoice case, invoice task
      • Install Advanced Work Assigment for Sourcing and Procurement Operations application, to enable configurations to support automatic routing, queuing, and assignment of invoice inquiry cases, emails, and live agent conversations.
      • Virtual Agent flows and NLU models will allow suppliers to get self-help using conversational interface.
      • Live agent chat feature will improve supplier collaboration and expedite issue resolution.
    Version 2.0.2 - August 2023
    New: Improved supplier experience by allowing them to manage and submit invoice inquiries from ServiceNow Supplier Collaboration Portal.
    Version 1.0.0 - May 2023

    Accounts payable teams can use Invoice Case Management to manage, review, and support suppliers and employees with invoice-related questions.