---
sourceDocument: Australia Finance and Supply Chain
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/source-to-pay-operations

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Finance and Supply Chain

ft:clusterId :

    - stpop

bundleId :

    - stpop

workflow :

    - Creator


---

# Case playbook for specific supplier case types

# Case playbook for specific supplier case types {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

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

## Case playbook for supplier cases {#gen-playbook-cases__section_mdc_hxq_2tb}

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](https://www.servicenow.com/docs/access?context=playbook-ui&version=australia&pubname=australia-build-workflows&ft:locale=en-US).

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

{#gen-playbook-cases__ul_f4t_f4x_ztb} Figura 1. Case playbook on the Playbook tab

## Case playbook flow {#gen-playbook-cases__section_uyt_wd2_l1c}

The following diagram illustrates the flow of the activities in each stage of the Case playbook.
Figura 2. Case playbook flow

## Case playbook stages and activities {#gen-playbook-cases__section_eqj_qzx_ztb}

The case playbook contains the following stages and activities.
{#gen-playbook-cases__table_bgd_tzx_ztb__entry__3}

| 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. {#gen-playbook-cases__ul_qhp_d1y_ztb} {#gen-playbook-cases__ul_ub4_b1y_ztb} |
| 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. {#gen-playbook-cases__ul_pgr_kh3_tzb} |
| Close the case record | Escalate task priority | The supplier manager or fulfiller can use this option only for supplier document related cases, when the following conditions are met: * case is of the type supplier issue * case has a related task and the task action is of the type Upload document * task state is Awaiting Completion. * a document reference is provided {#gen-playbook-cases__ul_sxg_q2r_k3c} To escalate the task priority, the supplier manager or fulfiller can select a higher task priority from the Priority dropdown. |
| Close the case record | 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. {#gen-playbook-cases__ul_upc_dtv_d5b}Updates the case to Closed Completed. |
[Tabela 1. Stages in case playbook]

{#gen-playbook-cases__table_bgd_tzx_ztb}
**Conceitos relacionados**   

* [Manage supplier cases from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/4cpTx30Ax_kQhTCnzJz5UA "You can create and manage supplier cases for suppliers in the Source-to-Pay Workspace.")
* [Playbook for updating the supplier primary data](https://servicenow-prod.fluidtopics.net/C~oA~Elgns6NkyMFeoxWGg "Source-to-Pay Workspace includes a playbook that you use for updating the supplier primary data.")  
**Tarefas relacionadas**   

* [Configure due dates for supplier cases](https://servicenow-prod.fluidtopics.net/NLKSq28HnMbNCabRkS0r2g "Configure due dates for different case types so that the Due date field is auto-populated when you create supplier cases.")
* [Create a case on behalf of a supplier from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/7ASjLnQo3bmUgl34b~DTvA "Create a supplier case to track the progress of supplier tasks, resolve issues related to supplier products or services, and request additional information from a supplier.")