---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Create a payment inquiry case for an external inquiry

# Create a payment inquiry case for an external inquiry {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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

## Before you begin

Role required: sn_bom_payment.inquiry_agent or sn_bom_payment.inquiry_agent_connector

## About this task

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

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Click 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](https://servicenow-prod.fluidtopics.net/9bN1PkrAgbQSPkc~17Z7~Q "Payment inquiry cases help the inquiry agents resolve inquiries that they receive from the bank's customers or third-party banks.").
8. Click Save.

## Result

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.

## What to do next

* 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](https://servicenow-prod.fluidtopics.net/k16hqmUs1jYy~KLGKQhDIQ "Investigate the payment inquiry case so that you can get enough information about the case to resolve it.").

* You can also assign the case to any other inquiry agent. For more information, see [Assign a payment inquiry case](https://servicenow-prod.fluidtopics.net/yqT~8gDIKOBZGP8jMY6I5Q "Assign a payment inquiry case to yourself or to another inquiry agent so that you or another agent can start investigating the case.").
{#create-payment-inquiry-case-external-inquiry__ul_ijm_yc3_hmb}

*[\>]: and then