---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Installed components

# Components installed with Case Management for Invoice Operations {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 min. de leitura

Several types of components are installed with the Case Management for Invoice Operations application, including tables, roles, and service definitions.

## Tables {#invoice-ops-installed-components__section_dvq_42t_ncc}

The Case Management for Invoice Operations application adds the following tables.  
{#invoice-ops-installed-components__table_v3g_jhj_jcc__entry__2}

| Table | Description |
|-|-|
| Invoice Case \[sn_csm_invoice_case\] | Stores invoice case records. This table extends the Case \[sn_customerservice_case\] table. Records in the Invoice Case table use the prefix INVCS. |
| Invoice Case Line \[sn_csm_invoice_case_line\] | Stores the case line items created for invoice cases. This table extends the Case Line \[sn_case_line\] table. Requesters and fulfillers can use this table to capture the invoices and invoice lines as line items on an invoice case for which they want to resolve disputes, or make inquiries. Records in the Order Case Line table use the prefix INVCSL. |
[Tabela 1. Case Management for Invoice Operations tables]

{#invoice-ops-installed-components__table_v3g_jhj_jcc}

The Case Management for Invoice Operations application also uses the following tables from the [Case lines and workflows](https://servicenow-prod.fluidtopics.net/b7HGFfPaw4OtzqNeB5EYXg "The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents and customers with the sn_customerservice.customer role can use these line items to capture, track, and resolve multiple related issues in a single case.") application.  
{#invoice-ops-installed-components__table_jcd_55l_fdc__entry__2}

| Table | Description |
|-|-|
| Case Line \[sn_case_line\] | The Case Line table stores case line item records. This table extends the Task table. The prefix for case line records is CSL. |
| Case Line Characteristic \[sn_case_line_characteristic\] | The Case Line Characteristic form displays details about a case line item on a case record. The prefix for case line characteristic records is CSLC. |
| Case Line Task \[sn_case_line_task\] | The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table. The prefix for case line task records is CSLTASK. |
[Tabela 2. Case lines and workflows tables]

{#invoice-ops-installed-components__table_jcd_55l_fdc}

## Roles {#invoice-ops-installed-components__section_kph_rxx_2dc}

The Case Management for Invoice Operations application includes roles that provide access to invoice cases and invoice case line items. It also updates some existing roles to provide this same
access.  
{#invoice-ops-installed-components__table_nyz_4s5_pdc__entry__3}

| Role | Description | Includes roles |
|-|-|-|
| Invoice case agent \[sn_csm_invoice.agent\] | The invoice case agent should have CRUD access to the invoice case header, invoice case line items, read-only access to invoices and invoice lines, products and product characteristics, accounts and contacts and assignment of invoice cases | * sn_customerservice_agent * sn_case_line.characteristic_delete * sn_csm_invoice.creator * sn_csm_invoice.writer * sn_otc.ar_invoice_viewer * sn_csm_invoice.navigation_menu {#invoice-ops-installed-components__ul_oyz_4s5_pdc} |
| Invoice case manager \[sn_csm_invoice.manager\] | The invoice case manager should have all the access that invoice case agent has + manages agents + manager reports | * sn_csm_invoice.agent * sn_csm_invoice.report_viewer * sn_customerservice_manager * sn_case_line.characteristic_report_viewer {#invoice-ops-installed-components__ul_pyz_4s5_pdc} |
| Invoice case task agent \[sn_csm_invoice.invoice_case_task_agent\] | The invoice case task should have all the access to the case tasks assigned to the agent as well as read-only access to view the invoice case/invoice case lines, invoices/invoice lines that case task is associated with and also be able to update worknotes and comments | * sn_otc.ar_invoice_viewer * sn_customerservice.case_task_agent {#invoice-ops-installed-components__ul_qyz_4s5_pdc} |
[Tabela 3. Invoice Operations roles]

{#invoice-ops-installed-components__table_nyz_4s5_pdc}  
In addition to the persona roles, granular roles on invoice case header and invoice case lines are also needed.{#invoice-ops-installed-components__table_z2w_3nt_pdc__entry__3}

| Role | Description | Includes roles |
|-|-|-|
| Invoice case viewer \[sn_csm_invoice.viewer\] | Read only access to invoice case, invoice case lines if access to invoice case, invoice case line characteristics if access to case line. Read access to invoice cases. | sn_case_line.characteristic_viewer |
| Invoice case creator \[sn_csm_invoice.creator\] | Creating an invoice case with invoice case lines and invoice case line characteristics. Create access to invoice cases. | * sn_case_line.characteristic_creator * sn_csm_invoice.viewer {#invoice-ops-installed-components__ul_ebx_p35_pdc} |
| Invoice case writer \[sn_csm_invoice.writer\] | Editing an invoice case with invoice case lines if access to invoice case and invoice case line characteristics if access to case line. Write access to invoice cases. | * sn_case_line.characteristic_writer * sn_csm_invoice.viewer {#invoice-ops-installed-components__ul_jjp_w35_pdc} |
| Invoice case navigation menu \[sn_csm_invoice.navigation_menu\] | Access the invoice case navigation menu item. Role to access the invoice case navigation menus. |   |
| Invoice case report viewer \[sn_csm_invoice.report_viewer\] | Access to invoice case reports. Report viewer access to invoice cases. |   |
[Tabela 4. Invoice Operations granular roles]

{#invoice-ops-installed-components__table_z2w_3nt_pdc}

## Service definitions and service definition categories {#invoice-ops-installed-components__section_dy2_pkw_tcc}

The Case Management for Invoice Operations application provides the following invoice case service definition: Invoice Disputes.

* Type: Post-Sale
* Table: Invoice Case \[sn_csm_invoice_case\]
* Products: All
* Service definition category: Invoice
{#invoice-ops-installed-components__ul_imc_nx5_pdc}

Agents can use this service definition to raise a dispute for one or more invoices or for specific lines on a single invoice.  
This service definition belongs to the Invoice service definition category, which stores services for invoice-related issues. When creating an invoice case, agents can select this service definition in the [case type selector](https://servicenow-prod.fluidtopics.net/1p9VMhO0PlLGl7JOutqPIg "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.").  
Nota:  
The Invoice Disputes service definition is not active by default. To activate this service definition, the system administrator can:

1. Navigate to AllCustomer ServiceAdministrationService Definitions.
2. Filter the list to show service definitions from the Invoice Case \[sn_invoice_case\] table.
3. Select Invoice Disputes.
4. Enable the Active check box.
{#invoice-ops-installed-components__ol_tjc_2m3_xdc}  
For more information about service definitions and categories, see the following topics:

* [Service definitions](https://servicenow-prod.fluidtopics.net/r8S6E8Qw0RgZ8LJuncxHTw "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the correct type to support those service requests.")
* [Service definition categories](https://servicenow-prod.fluidtopics.net/r8S6E8Qw0RgZ8LJuncxHTw#csm-service-definitions__section_e5p_mzw_jzb)
{#invoice-ops-installed-components__ul_yyl_flw_tcc}

## Service level agreements (SLAs) {#invoice-ops-installed-components__section_qhq_tsq_qdc}

The Case Management for Invoice Operations application includes the following SLAs for the Invoice Case table (sn_csm_invoice_case).{#invoice-ops-installed-components__table_whd_wsq_qdc__entry__2}

| SLA | Description |
|-|-|
| Initial Response Time for P1 and P2 cases | * Start condition: State of the case is New and Priority is P1 or P2. * Stop condition: State is not New or Draft. * Schedule: None (24x7). * Duration: 4 hours. {#invoice-ops-installed-components__ul_xdw_dtq_qdc} |
| Initial Response Time for P3 and P4 cases | * Start condition: State of the case is New and Priority is P3 or P4. * Stop condition: State is not New or Draft. * Schedule: 8am-5pm weekdays excluding holidays. * Duration: 8 hours. {#invoice-ops-installed-components__ul_gzh_ptq_qdc}Duration: 8 hours. |
| Resolution SLA for P1 and P2 cases | * Start condition: State of the case is New and Priority is P1 or P2. * Pause condition: State of the case is Awaiting information. * Resume condition: State of the case is not Awaiting information. * Stop condition: State of the case is Resolved. * Schedule: None (24x7) * Duration: 2 days. {#invoice-ops-installed-components__ul_y22_htq_qdc} |
| Resolution SLA for P3 and P4 cases | * Start condition: State of the case is New and Priority is P3 or P4. * Pause condition: State of the case is Awaiting information. * Resume condition: State of the case is not Awaiting information. * Stop condition: State of the case is Resolved. * Schedule: 8am-5pm weekdays excluding holidays. * Duration: ???. {#invoice-ops-installed-components__ul_k1r_stq_qdc} |
[ ]

{#invoice-ops-installed-components__table_whd_wsq_qdc}

## Invoice case type {#invoice-ops-installed-components__section_rvn_g3d_hdc}

The Case Management for Invoice Operations application includes the Invoice case type. This case type captures the case information for invoice-related issues.  
In addition to the fields on the customer service case record, the Invoice Case table \[sn_csm_invoice_case\] includes the following fields:

* Invoice number: The invoice number that the invoice case has been opened for.
* Request source: The source of the invoice case. Invoice cases can be created from the following sources:
  * Specific invoice lines, single invoice
  * Invoice header details, multiple invoices
  {#invoice-ops-installed-components__ul_rpk_m3d_hdc}
{#invoice-ops-installed-components__ul_ntg_j3d_hdc}

For more information about case types, see [Customer service case types](https://servicenow-prod.fluidtopics.net/DUK9_7gUtBKcsRc6PtBAXg "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.").

To view the Invoice case type, navigate to AllCustomer ServiceCase TypesManage Case Types and select Invoice.

## Invoice case form views {#invoice-ops-installed-components__section_tyq_lj5_pdc}

The Case Management for Invoice Operations application includes form views to display invoice cases in CSM Configurable Workspace and in the Core UI.

This application uses the [CSM default record page](https://servicenow-prod.fluidtopics.net/GrEWJZnkxuFmcyVNabExlw "The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases.") to display Invoice case records in CSM Configurable Workspace.  
Invoice cases include the following related lists:

* Invoice Case Lines: Includes the individual case line records for this invoice case.
* Tasks: Includes tasks that have been created for this invoice case.
* Case Line Tasks: Includes tasks that have been created for individual case lines.
{#invoice-ops-installed-components__ul_qmv_4j5_pdc}  
For more information, see the following topics:

* [Invoice case form](https://servicenow-prod.fluidtopics.net/9T7bVF6T9jKiBswbOJ6Mdw "The invoice case form displays details about an invoice case.")
* [Invoice case line form](https://servicenow-prod.fluidtopics.net/ntoVw~4zPLE9~jnrXWOh0w "The invoice case line form displays details about an invoice case line.")
{#invoice-ops-installed-components__ul_zxq_1gj_xdc}

## Invoice case archive rules {#invoice-ops-installed-components__section_j2q_pkk_tcc}

The Case Management for Invoice Operations application includes archive rules that archive older invoice cases.  
{#invoice-ops-installed-components__table_bmp_vgp_2dc__entry__2}

| Archive rule | Description |
|-|-|
| Archive Invoice Case | This rule archives invoice case records that have been closed for more than 2 years. Archiving these invoice case records also archives the following records: * Invoice case tasks * Invoice case lines * Case line characteristics * Invoice case line tasks {#invoice-ops-installed-components__ul_wkm_5kk_tcc} |
| Archive Invoice Case Line | This rule archives invoice case line records that have been closed for more than 2 years. Archiving these invoice case line records also archives the following records: * Case line characteristics * Invoice case line tasks {#invoice-ops-installed-components__ul_x2c_q3p_2dc} |
[Tabela 5. Case Management for Invoice Operations archive rules]

{#invoice-ops-installed-components__table_bmp_vgp_2dc}  
Invoice case records that have been archived for more than five years are deleted. Deleting these records also deletes the following records:

* Invoice case tasks
* Invoice case line items
* Case line characteristics
* Invoice case line tasks
{#invoice-ops-installed-components__ul_ajt_dlk_tcc}

## Invoice case workflows {#invoice-ops-installed-components__section_e3y_hr2_5cc}

The Case Management for Invoice Operations application includes a subflow that provides the mapping between a customer invoice and an invoice case. The subflow Primitives - AR Invoice to CSM Invoice case request creates the data mapping between two different entities: 1) the customer invoice and 2) the invoice case.

For example, when mapping a customer invoice to an invoice case, the entities share some fields such as Account and Contact. The data mapping copies these field values from the
customer invoice to the invoice case record.

To view this subflow, navigate to AllProcess AutomationWorkflow Studio and select Subflows on the Workflow Studio homepage.