Playbook for updating the supplier primary data
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Summary of Playbook for updating the supplier primary data
The Source-to-Pay Workspace includes a dedicated playbook to guide users through updating supplier primary data. This playbook helps supplier managers, fulfillers, and supplier contacts handle cases related to changes in supplier banking information, supplier data, or location updates efficiently. It appears on the Playbook tab within relevant case types in the workspace, providing a structured, step-by-step approach to ensure accurate and timely updates.
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Key Features
- Case Initiation: Cases can be initiated either by supplier contacts submitting requests via the Supplier Collaboration Portal or by supplier managers/fulfillers creating cases directly in the Source-to-Pay Workspace.
- Playbook Visibility: The playbook is available only for specific case types including banking information changes, supplier information changes, and supplier location changes.
- Structured Workflow: The playbook organizes the update process into distinct stages with defined activities to complete in order to progress and close the case.
- Role-Based Actions: Supplier managers and fulfillers can assign cases, approve or reject changes, verify updates across systems, notify suppliers, and complete cases with appropriate status and notes.
- Communication Support: Pre-populated email drafts assist in notifying suppliers about the approval or rejection of their requests, streamlining communication.
Stages and Activities
- Review Case: Assign the case to a responsible person, update descriptions, and decide whether to approve or reject the requested changes.
- Process Change Request: Confirm that changes are reflected in ServiceNow and other systems, and notify the supplier about the status of their request.
- Complete Case: Close the case as either completed or rejected, providing work notes and close notes to document the resolution.
Practical Benefits for ServiceNow Customers
This playbook enables ServiceNow customers to manage supplier data update requests in a consistent, auditable manner. It reduces manual errors by guiding users through the necessary steps and approvals, ensures timely communication with suppliers, and helps maintain accurate supplier records across integrated systems. By following this playbook, customers can improve supplier data governance and operational efficiency within their Source-to-Pay processes.
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.
- 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
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.
Review supplier primary data request playbook stages and activities
The playbook contains the following stages and activities.
| 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:
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| 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:
For more information, see Non-Interactive activities. |
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| 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:
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| 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:
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| 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:
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| 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:
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| 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:
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