Components installed with Case Management for Invoice Operations

  • Release version: Yokohama
  • Updated January 30, 2025
  • 6 minutes to read
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    Summary of Components installed with Case Management for Invoice Operations

    The Case Management for Invoice Operations application in ServiceNow Yokohama release provides comprehensive tools to manage invoice-related cases efficiently. It includes specific tables, roles, service definitions, SLAs, case types, form views, archive rules, and workflows designed to support invoice dispute resolution and inquiry management within customer service processes.

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    Tables

    This application introduces key tables to store invoice case data:

    • Invoice Case [sncsminvoicecase]: Extends the Case table to store invoice case records with prefix INVCS.
    • Invoice Case Line [sncsminvoicecaseline]: Extends the Case Line table to capture invoice and invoice line items as part of an invoice case, with prefix INVCSL.

    It also leverages existing case lines and workflows tables to manage case line items, characteristics, and tasks.

    Roles

    The application provides predefined roles to control access and permissions related to invoice cases, including:

    • Invoice Case Agent: CRUD access to invoice cases and read access to related invoices and products.
    • Invoice Case Manager: All agent permissions plus management of agents and reports.
    • Invoice Case Task Agent: Access to assigned case tasks with read-only access to related invoice data and ability to update worknotes and comments.

    Granular roles such as viewer, creator, writer, navigation menu access, and report viewer are also included to tailor permissions precisely.

    Service Definitions and Categories

    An Invoice Disputes service definition (post-sale type) is provided to enable agents to raise disputes on invoices or specific invoice lines. This service is part of the Invoice service definition category. It is not active by default and requires activation by a system administrator through the Service Definitions administration interface.

    Service Level Agreements (SLAs)

    The application includes SLAs for the Invoice Case table to ensure timely responses and resolutions based on case priority:

    • Initial Response Time: 4 hours for P1/P2 cases (24x7), 8 hours for P3/P4 cases (business hours).
    • Resolution SLA: 2 days for P1/P2 cases, with pause/resume conditions based on case state; similar scheduling applies for P3/P4 cases.

    Invoice Case Type and Form Views

    The Invoice case type captures invoice-specific case information including invoice number and request source. It is managed in the Case Types interface.

    Invoice cases are displayed in both the Customer Service Management (CSM) Configurable Workspace and Core UI, featuring related lists for Invoice Case Lines, Tasks, and Case Line Tasks for comprehensive case management.

    Archive Rules

    To maintain data hygiene, the application includes archive rules that:

    • Archive invoice cases closed for over 2 years along with related tasks, lines, and characteristics.
    • Delete invoice case records archived for more than 5 years, including all associated records.

    Workflows

    A dedicated subflow, Primitives - AR Invoice to CSM Invoice case request, automates data mapping between customer invoices and invoice cases. This ensures shared fields like Account and Contact are copied, facilitating synchronization between invoice and case records. The subflow is accessible via Workflow Studio.

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

    Tables

    The Case Management for Invoice Operations application adds the following tables.

    Table 1. Case Management for Invoice Operations tables
    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.

    The Case Management for Invoice Operations application also uses the following tables from the Case lines and workflows application.

    Table 2. Case lines and workflows tables
    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.

    Roles

    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.

    Table 3. Invoice Operations roles
    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 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 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
    In addition to the persona roles, granular roles on invoice case header and invoice case lines are also needed.
    Table 4. Invoice Operations granular roles
    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 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 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.

    Service definitions and service definition categories

    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

    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.
    Note:
    The Invoice Disputes service definition is not active by default. To activate this service definition, the system administrator can:
    1. Navigate to All > Customer Service > Administration > Service 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.
    For more information about service definitions and categories, see the following topics:

    Service level agreements (SLAs)

    The Case Management for Invoice Operations application includes the following SLAs for the Invoice Case table (sn_csm_invoice_case).
    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.
    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.
    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.
    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 case type

    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

    For more information about case types, see Customer service case types.

    To view the Invoice case type, navigate to All > Customer Service > Case Types > Manage Case Types and select Invoice.

    Invoice case form views

    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 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.
    For more information, see the following topics:

    Invoice case archive rules

    The Case Management for Invoice Operations application includes archive rules that archive older invoice cases.

    Table 5. Case Management for Invoice Operations archive rules
    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
    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 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 case workflows

    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 All > Process Automation > Workflow Studio and select Subflows on the Workflow Studio homepage.