Create a payment inquiry case for an external inquiry

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • As an inquiry agent, you can create an inquiry case for an external inquiry that you receive from a third-party bank.

    Vorbereitungen

    Role required: sn_bom_payment.inquiry_agent or sn_bom_payment.inquiry_agent_connector

    Warum und wann dieser Vorgang ausgeführt wird

    An external inquiry is the inquiry that comes from a third-party bank, which means that the payment recipient is always internal.
    Hinweis:
    There can never be a case where both the inquiry and the recipient are external.

    Prozedur

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. In the Lists tab, under Payment Inquiry Cases, click All.
    4. Click New.
    5. In the New Payment Inquiry Case dialog box, select Beneficiary Claim Non-Receipt - External from the list.
    6. Click Create.
    7. On the form, fill in the required fields and any other information that is related to the request that you've received from the sender bank.
      For information on Payment Inquiry Case form field descriptions, see Field descriptions for a payment inquiry case.
    8. Click Save.

    Ergebnisse

    The payment inquiry case is created in the New state and is assigned to an assignment group or inquiry agent in the payment inquiry department. The assignment group or user to whom the case is assigned is based on the assignment rules.

    Nächste Maßnahme

    • As an inquiry agent, if the case is not assigned to you, you can assign the case to yourself and start investigating it. For more information on working on a payment inquiry case, see Investigate a payment inquiry case.

    • You can also assign the case to any other inquiry agent. For more information, see Assign a payment inquiry case.