Case playbook for specific supplier case types

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Case playbook for specific supplier case types

    The Source-to-Pay Workspace includes a generic case playbook designed to guide ServiceNow customers through completing supplier cases for specific case types. This playbook helps supplier managers and fulfillers efficiently manage supplier issues, support requests, and general inquiries by following a structured workflow within the Playbook tab on the case Details page.

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    Key Features

    • Case Types Supported: Supplier issue, Supplier support request, and General inquiry cases.
    • Playbook Accessibility: Automatically opens in the Playbook tab when a supplier submits a request via the Supplier Collaboration Portal or when a case is created in the Source-to-Pay Workspace.
    • Structured Case Flow: Provides step-by-step stages and activities to ensure consistent handling of supplier cases.
    • Stage Activities Include:
      • Assign Case: Reassign the case to appropriate personnel or keep it assigned to yourself, updating the short description as needed.
      • Notify Supplier: Send a pre-populated email to inform the supplier that their request has been addressed, or skip this step if necessary.
      • Complete Case: Update the case state to "Closed completed," add work notes and close notes, and then finalize the case closure.

    Practical Benefits

    This playbook standardizes the supplier case management process, improving efficiency and communication by providing predefined activities and email templates. It ensures cases are properly assigned, suppliers are promptly notified, and closure details are accurately recorded, resulting in better case tracking and resolution.

    Related Functionality

    • Manage supplier cases directly from the Source-to-Pay Workspace.
    • Utilize the playbook for updating supplier primary data.
    • Configure due dates for supplier cases to maintain timely resolution.
    • Create cases on behalf of suppliers from the Source-to-Pay Workspace.

    Source-to-Pay Workspace includes a generic case playbook to complete supplier cases of specific case types.

    Case playbook for supplier cases

    The case playbook provides step-by-step guidance for completing specific types of supplier cases. The case playbook includes a generic supplier case flow containing various stages and activities that you must complete to close the supplier case. For more information, see Interact with Playbook.

    When a supplier contact submits a request using the supplier catalog item from the Supplier Collaboration Portal or when a supplier manager or fulfiller creates a case from the Source-to-Pay Workspace, the application opens the case on the Playbook tab on the Details page.

    The case playbook is displayed only for these case types:

    • Supplier issue
    • Supplier support request
    • General inquiry

    Case playbook flow

    The following diagram illustrates the flow of the activities in each stage of the Case playbook.

    Case playbook stages and activities

    The case playbook contains the following stages and activities.

    Table 1. Stages in 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.
    Close the case record 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.

    Select one of the following actions:

    • 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 close 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.