Work on an invoice inquiry case

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Work on an invoice inquiry case to resolve an issue raised by the suppliers or employees.

    Before you begin

    Role required: sn_ap_cm.agent or sn_ap_cm.admin

    About this task

    An invoice case with a category of Inquiry is referred to as an invoice inquiry case.

    Typically, an invoice inquiry case is automatically created when you receive an inquiry email. However, the agent can also manually create an invoice inquiry case from the Source-to-Pay Workspace. For more information, see Create an invoice inquiry case manually.

    Procedure

    1. Navigate to All > Accounts Payable Operations > Accounts Payable Workspace.
    2. Select the list icon (List icon).
    3. Do one of the following:
      • Navigate to Lists > My Work > Open cases.
      • Navigate to Lists > All Work > Cases.
    4. Open an invoice inquiry case to work on.
    5. Do one of the following:
      • To assign the case to yourself, select Assign to me.
      • If the case is assigned to you by the Accounts Payable Specialist, you can start working on the case by selecting Accept.

      The case moves to the Work in progress state.Inquiry case

    6. Do one of the following:
      • Request more information about the invoice inquiry case from the requester. For more information, see Request additional information from the requester for an invoice inquiry case.

        The state of the case updates to Awaiting requester info.

      • Submit the invoice inquiry case for an internal review. For more information, see Submit an invoice inquiry case for an internal review.

        The state of the case updates to Awaiting internal info.

      • Create an invoice task and assign it to a user or group to resolve the invoice inquiry case. For more information, see Create an invoice task.
      • The state of an inquiry case changes from Awaiting requester info and Awaiting internal info to Work in progress in the following scenarios:
        • An email reply from a requester triggers an action to move the inquiry case state to Work in progress.
        • When all inquiry tasks are closed, the inquiry case state is automatically changed to Work in progress.
        • An agent can manually change the inquiry state from Awaiting requester info to Work in progress.
    7. Close an invoice inquiry case when all the activities and tasks for resolving the case are completed.
      For more information, see Close an invoice inquiry case.

    Result

    The invoice inquiry case is assigned, investigated, resolved, and closed successfully.