Source-to-Pay Workspace Case Details page

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Source-to-Pay Workspace Case Details page

    The Source-to-Pay Workspace Case Details page in ServiceNow provides a comprehensive view into individual supplier cases accessed from the Lists > Cases area within the Source-to-Pay Workspace. By selecting a case number link, users open a detailed page that helps them manage and track supplier-related activities and information effectively.

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    Key Features

    • Multi-tab Interface: Each supplier case opens in its own tab, allowing easy navigation between multiple cases. Tabs include:
      • Playbook Tab: Displays onboarding or generic playbooks based on case type to guide users through supplier onboarding or specific case processes.
      • Details Tab: Shows Supplier Case details, summary information such as parent cases and dates, and resolution notes.
      • Supplier Information Tab: Presents detailed supplier data for quick reference.
      • Supplier Tasks Tab: Lists tasks associated with the supplier case to track progress.
      • Related Cases Tab: Displays child cases linked to the parent case, especially relevant when Third-party Risk Management (TPRM) is not installed, showing risk and tiering assessments as subcases.
      • Approvals Tab: Shows approval records and statuses; approvals can be managed by Supplier Administrators if "Ask For Approval" actions are part of the workflow.
      • Risk and Tiering Assessments Tabs: Visible for supplier onboarding cases, these tabs display assessment records created by TPRM playbooks.
      • Draft Emails Tab: Stores draft emails related to the case.
      • Documents Tab: Enables uploading, updating, and downloading supplier documents to maintain accurate records.
    • Compose Section: Includes Comments (visible to all) and Work notes (private to internal users), facilitating communication and documentation within the case.
    • Activity Stream: Displays all case-related activities, conversations, and changes with filtering options for efficient tracking.
    • Contextual Side Panel: Access supplier overview details such as name, description, risk rating (with clear risk score bands from Very High to Very Low), onboarding status, DUNS number, website, industry, registration country, and contacts. It also provides quick access to attachments and an Agent Assist panel to search across various knowledge bases and records.

    Practical Benefits for ServiceNow Customers

    • Centralized and structured case management improves supplier onboarding, risk assessment, and task tracking workflows.
    • Multi-tab functionality streamlines handling of multiple cases simultaneously without losing context.
    • Integrated approvals and risk assessments support compliance and governance requirements.
    • Comprehensive supplier information and document management facilitate collaboration and transparency.
    • Agent Assist integration accelerates information retrieval, enhancing agent productivity.

    The Source-to-Pay Workspace Case Details page is displayed when you select the link of a supplier case to view more details about that case.

    On the Source-to-Pay Workspace List page, navigate to Lists > Cases and select any of the sub-modules to view a list of cases. Select the link to the case in the Number column to open the Case Details page.

    For more information about viewing cases in the Source-to-Pay Workspace, see View a supplier case from the Source-to-Pay Workspace.

    The Case Details page contains the following options.

    Table 1. Case Details page options
    Option Description
    Multi-tab interface When you select a link for a case, each case opens in a separate tab in the top-left corner, which enables you to easily navigate between multiple open cases.
    Each case displays information in the following tabs:
    • Playbook tab: Displays either the playbook to onboard a supplier or the generic playbook depending on the case type. For more information, see Using the supplier onboarding playbook to onboard suppliers and Case playbook for specific supplier case types.
    • Details tab: Contains the Supplier Case, Summary Details, and Resolution Information sections.
      • Supplier Case: Displays information about the supplier case.
      • Summary Details: Displays the parent case, related location, start and end dates for the case.
      • Resolution Information: Displays the resolution information and close notes for the case.
    • Supplier Information tab: Displays information about the supplier. For more information about this tab, see Supplier Information tab.
    • Supplier Tasks tab: Lists the supplier tasks for the supplier case.
    • Related Cases tab: Lists the child supplier cases related to the parent supplier case.

      If you've not installed Third-party Risk Management, the playbook creates supplier cases of types Risk assessment and Tiering assessment. The Supplier Risk Assessment and Supplier Tiering Assessment cases are child cases of the parent Onboard a Supplier case and are displayed on the Related Cases tab. The supplier owner or supplier manager assigns these assessment cases to the TPR assessor.

    • Approvals tab: Lists the approval records, their approval status, and the persons who need to approve this case.
      Important:
      Supplier Lifecycle Operations creates an approval record if the "Ask For Approval" action is a part of any SLO flow. This approval record can be approved by the user who belongs to the Supplier Administrators group (sys_user_group table). For more information, see Add a user to a group.
    • Risk Assessments tab: Displays the risk assessments for a supplier.

      If you have installed Third-party Risk Management, the playbook creates the risk assessment records and displays them in this tab.

    • Tiering Assessments tab: Displays the tiering assessments for a supplier.

      If you have installed Third-party Risk Management, the playbook creates the tiering assessment records and displays them in this tab.

      Note:
      The Risk Assessments and Tiering Assessments tabs are shown only for a supplier case of type Supplier onboarding.
    • Draft Emails tab: Displays a list of emails you saved as draft.
    • Documents tab: Enables you to manage supplier documents by uploading, updating and downloading the required documents
    Compose section Contains the Comments and Work notes (Private) widgets. The text that you enter in the Comments section are visible to everyone. However, the text that you enter in the Work notes (Private section) are visible only to internal users; customers cannot view them.
    Activity stream Displays all the processing activities, conversations, and changes that have happened since the case was opened. You can filter activities by post types, field changes, and flagged activities.
    Contextual side panel This panel appears below the UI actions.
    Select the supplier overview icon (Supplier overview icon.) to open the following panels:
    • Supplier overview: Displays the following information about the supplier.
      • Supplier: Name of the supplier.
      • Short description: Brief description about the supplier.
      • Risk rating: The risk rating of the supplier.

        The risk rating scale helps business users better understand risk assessment results. For example, in the default settings, risk scores in the 20 through 39 range indicate high risk, while scores in the 60 through 79 range indicate low risk.

        Depending on the risk score of the supplier, the following risk ratings are displayed:

        • 1 - Very High
        • 2 - High
        • 3 - Moderate
        • 4 - Low
        • 5 - Very Low

        For more information about risk ratings and risk scores, see Set up risk rating scales for scoring.

      • Onboarded: Status of whether the supplier is onboarded into the ERP system. The options are Yes or No.
      • DUNS number: Unique, 9-digit identifier for a supplier.
      • Website: Website of the supplier.
      • Industry: Industry to which the supplier belongs.
      • Country of Registration: The country in which the supplier is registered.
    • Supplier contacts: Displays information about the supplier contacts. An Admin label next to the contact's name indicates that the contact is a primary contact. If a supplier has more than five supplier contacts, the View all option is displayed. Select View all to view a list of all the contacts for the supplier.

    Select the attachments icon (Attachments icon.) to open the Attachments panel, which enables you to attach documents to the case.

    Select the agent assist icon (Agent Assist icon.) to open the Agent Assist panel, which enables you to search for information across multiple sources such as catalog items, knowledge articles, supplier cases, problems, and open incidents.