Configure the invoice dispute resolution extension point

  • Release version: Australia
  • Updated May 25, 2026
  • 1 minute to read

    • Implement the invoice case resolution extension point to enable the invoice dispute intake assistant AI agent to resolve a validated quantity dispute by issuing a credit note or placing an order for the disputed quantity.

    Before you begin

    The application scope must be set to Manage Invoice Operations. You can change the application scope using the application picker in the Unified Navigation bar.

    Role required: admin

    About this task

    The demo data for the Manage Invoice Operations application includes a sample implementation called invoiceCaseResolutionEP as part of the sn_inv_ops_aias.invoiceCaseResolutionEP extension point. To enable real-world resolution of validated invoice disputes, such as issuing credit notes or placing orders through your external systems, replace the demo implementation with your own custom logic.

    Procedure

    1. Log in to the ServiceNow instance.
    2. Navigate to All > System Extension Points > Scripted Extension Points.
    3. Search for the sn_inv_ops_aias.invoiceCaseResolutionEP scripted extension point in the API Name field.
    4. View the sample script included in the demo data by selecting sn_inv_ops_aias.invoiceCaseResolutionEP.
    5. Create your own implementation of the extension point by selecting the Create implementation related link.
    6. On the Script Include form, fill in the fields.
      For a description of the Script Include form fields, see Script includes.
    7. Override the processInvoiceDisputeResolution function to implement your resolution logic for validated invoice quantity disputes.
      processInvoiceDisputeResolution
      Placeholder function meant to be overridden. Use this placeholder to implement the logic to resolve a validated invoice quantity dispute by processing the customer's preferred resolution option, such as issuing a credit note or placing an order for the disputed quantity.
      Input:
      {
    "invoiceCase": <Invoice case number of the invoice case record>,
    "resolutionOption": <String value representing the resolution option selected by the customer>,
    "conversationSummary": <Optional. String containing the summarized transcript of the complete conversation.>
}
      Output:
      {
    "hasResolved": <Boolean; true if the resolution was processed successfully, false if the resolution failed>,
    "creditNote": <String containing the generated credit note number>,
    "orderNumber": <String containing the generated order number>
}
    8. Select Update.
    9. Optional: Validate your implementation by submitting an invoice dispute from the Business Portal and selecting a resolution option using the Now Assist Virtual Assistant.
      For more information, see Dispute invoice issues using Now Assist Virtual Assistant.